Store Return and Refund Policy

Important Notice: Please be aware that our returns warehouse is located in China. International return shipping costs may be high. We recommend checking shipping rates before your purchase.

I. General Provisions and Scope
We are committed to providing a satisfactory shopping experience for our customers. This return policy details the matters related to purchase returns. Please read this policy carefully before placing your order.

II. Return Period

• Standard Return Period: Within 30 business days from the date you confirm receipt of the item.

• Please Note: The return period is based on the proof of logistics receipt you provide.

III. Return Conditions
To ensure a smooth return process, returned items must meet all the following conditions simultaneously:

• Item Condition: Unused, unwashed, free from man-made damage, with tags intact, and including the original packaging (including dust bags, padding, etc.).

• Included Items: All free gifts, accessories, instruction manuals, warranty cards, etc., that were delivered with the item must be returned together.

• Documentation: Original proof of purchase (order screenshot or invoice) must be provided.

• Final Sale Items: Items marked as 'Final Sale' or 'Non-Returnable' cannot be returned unless defective.

The following situations are not eligible for returns:

• Items that have been used or damaged.

• Customized or personalized items, except in cases of product defects or incorrect shipment.

• Items returned beyond the stipulated return period.

IV. Return Process (4-Step Method)

• Step 1: Submit Return Request

  • Log into your account, go to "Order Center," select the order you wish to return, and click "Apply for Return."

  • Or contact our customer service email directly at: service@kokoo.co.uk, and provide your order number, product name, and reason for return.

• Step 2: Review and Authorization

  • Our team will review your request within 24 Business Hours (Monday - Friday). 

  • After approval, you will receive a Return Authorization (RA) number. Please include this number inside the package to ensure your refund is processed promptly.

• Step 3: Ship Item Back

  • Return Address: Room F507-1520, 5th Floor, Building 6, Kunming Export Processing Zone International Jewelry Center, No. 31 Shuntong Avenue, Ala Subdistrict, Kunming, Yunnan, China. Note: As our warehouse is in China, we recommend using a tracked service with a reliable carrier.

  • Logistics Choice: You need to arrange return shipping yourself via a reliable international logistics carrier (e.g., DHL, FedEx, UPS) to the specified warehouse.

  • Customs Declaration:

    • Please declare the package contents as "Returned Goods".

    • Declare the value as the original purchase amount.

    • For returns due to customer reasons, the customer is responsible for shipping costs and any applicable import duties. We will provide detailed instructions to help you minimize these costs, but the total refund will be the item price plus original shipping (if applicable).

• Step 4: Receipt and Processing by Us

  • After the warehouse receives your return package, our quality inspection team will conduct an inspection within 1-3 business days.

  • Once confirmed that the item meets the return conditions, we will immediately initiate the refund process.

V. Costs and Refund Instructions

• Refund Method: The refund will be issued to your original payment account.

• Refund Timeline: 

  • Internal Processing: Once we receive and inspect your returned item, we will process your refund within 3-5 business days.
  • Bank Credit Time: After the refund is issued on our end, it may take an additional 1-2 business days for your financial institution to credit the funds back to your account.
  • Total Timeline: You can expect the entire refund process to be completed within 7 business days from the date we receive your return. You will receive a confirmation email once the refund has been initiated.

• Please Note: Slight differences in the refund amount due to exchange rate fluctuations are subject to the actual amount received by your bank.

• Return Shipping Fee: There is no restocking fee. For customer-reason returns, you will pay the actual shipping cost charged by the carrier of your choice.
• Tax and Duties: For UK/EU Customers: If VAT was collected at checkout, it will be fully refunded along with the item price. Import Duties: For returns sent back to our China warehouse, we recommend declaring the package as "Returned Goods" to avoid import duties. If any unexpected administrative fees arise due to incorrect labeling by the customer, we will contact you to resolve it, but we aim to provide a full refund of the product price.

VI. Exchange Policy

• We prioritize handling returns and new orders to ensure you receive the new item fastest.

• If an exchange is needed, please complete the return process as described above first. After the refund is processed, place a new order for the desired item.

• For situations where an exchange is absolutely necessary, please contact customer service. We will handle these case-by-case, but the exchange cycle may be longer.

VII. Contact Us
If you have any questions about the return process, please feel free to contact us:

• Customer Service Time: Monday to Friday: 10:00 AM - 8:00 PM  Weekends: 12:00 PM - 4:00 PM

• Email: service@kokoo.co.uk

• Phone: +44 7891859954

• Fax: +44 7891859954

• Return Address: Room F507-1520, 5th Floor, Building 6, Kunming Export Processing Zone International Jewelry Center, No. 31 Shuntong Avenue, Ala Subdistrict, Kunming, Yunnan, China