SHIPPING & RETURNS
KOKKO is a luxury concept boutique driven to create platform for fashion savvy individuals with refined and distinct taste in fashion, art and lifestyle. Our online store features a growing collection of highly exclusive and internationally renowned brands. KOKKO is currently operating two online stores. According to the IP address of the device, customers browsing from European countries will be directed to eu.kokko.me, customers browsing from other regions will be directed to www.kokko.me.
Currency, Payment and Checkout
Pricing and currency are displayed according to entered online store. Currency of payment at www.kokko.me is shown in CAD, and currency of payment at eu.kokko.me is shown in USD.
We currently accept payment by Visa, MasterCard and PayPal. Upon receiving and reviewing your order, we may contact you for additional billing information. Checkout process is powered by Shopify, personal information provided on kokko.me is transmitted using SSL encryption technology. For more information, please refer to the Terms & Conditions.
International Duties and Taxes
International orders are not subject to any sales tax. International duties and taxes are determined by the shipping address and purchased product. Unless mentioned within the product page that duties and taxes are included in the price, customers will pay possible customs duties and taxes requested/collected by local customs office or third party carriers.
International orders are not subject to any sales tax. According to shipping province, orders shipped within Canada are subject to sales tax as listed below:
|British Columbia||5% GST + 7% PST|
|New-Brunswick, Newfoundland and Labrador, Nova Scotia||15% HST|
|Prince Edward Island||14% HST|
|Alberta, Manitoba, Northwest Territories, Nunavut, Québec, Saskatchewan, Yukon||5% GST|
Order Confirmation Emails
Firstly, an order confirmation email will be automatically sent to you within a few minutes after you place your order. Please check your junk or spam folders if you do not see it in your inbox. You can also review your order details and status from My Account. And we highly recommend you to check out with an account.
Secondly, a shipping confirmation email will be sent to you once your order is shipped. Alternatively, if you selected In-Store Pick Up as your shipping method, a pick-up notification email will be sent to you once your order is ready for pick-up.
You can request an order cancellation before shipment, simply by contacting us via the use of Wechat (ID: kokko998), email (e: firstname.lastname@example.org), or phone (Toll free: 1- 85595-56556). Once your order is shipped, you can not request any order cancellation.
Size information listed on our website is provided by our suppliers. KOKKO takes great care to improve our size guide. We understand that picking the right size can be difficult sometimes, please do not hesitate to contact us if you are not sure about your size.
Purchases at www.kokko.me will be eligible to ship worldwide excluding European destinations. Purchases at eu.kokko.me will be eligible to ship to European destinations only.
All Orders require shipping take up to two business days (excluding weekends and holidays) to process. This allows us to review your order, confirm availability, and prepare shipping. After processing, all orders will be shipped with tracking number provided in the shipping confirmation email. Multiple orders that are placed with the same shipping destination can be combined upon request and shipping fees will be adjusted accordingly.
Orders requested In-Store Pick Up take up to five business days to process. This allows us to review your order, confirm availability, and prepare for pick-up. Once the order is ready for pick up, a confirmation email will be sent with any additional pick-up instructions. In order to successfully pick up your item(s), a piece of ID with the customer’s name and shipping address on it will be presented during pick-up.
Shipping options are listed below:
|Canada (Richmond & Vancouver)||In-Store Pick Up||Free|
|Canada||Regular(2-7 days)||$10 CAD|
|Canada||Express (1-3 days)||$25 CAD|
|USA||Express (3-5 days)||$25 CAD|
|Europe||Express (3-5 days)||$25 USD
Free on orders over $300
|Rest of world||Express (3-7 days)||$35 CAD|
Original Shipping fees are not refundable incase of unsuccessful delivery. If the tracking information states that the parcel was deliver, but you have not received it. Please contact us so we can assist you.
Returns & International Returns
All returns must be authorized by us before sending merchandise back. Please simply contact us via the use of Wechat (ID: kokko998), email (e: email@example.com), or phone (Toll free: 1- 85595-56556) to request a return authorization number within 3 days of the order’s delivery date. And we require return delivery within 15 days of the order’s delivery date.
The return authorization number must be clearly written on the outside of the package. Customers will be responsible for the shipping fees of return. Additionally, we recommend that returns should be shipped with a service that provides a tracking number and insurance as we are not responsible for delayed or lost packages. Any returns received without a return authorization number or that do not comply with the above may be denied at the discretion of KOKKO.
Underwear, swimwear, socks and merchandise marked Final Sale cannot be returned. The merchandise must not be worn, altered or washed. Merchandise must be returned in its original condition, and accompanied by its original tags. Merchandise returned damaged may be rejected and sent back to the customer at the discretion of KOKKO.
Original shipping fees are not refundable. A refund will be issued back to the original method of payment for the merchandise returned. We require up to 5 business days of receiving the merchandise at the KOKKO Office. Financial institutions may require additional days to process the refund before the funds are returned to the account.
In addition to regular returns, all returned merchandise from outside Canada should be declared as a ‘Return of Canadian Merchandise’ on the customs declaration; without this, the return may not be successful or may incur additional fees.
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