SHIPPING AND RETURNS

Shipping

For orders where the Company offers free shipping, the shipping method will be standard delivery service and does not entitle the Customer to express or overnight delivery.  We provide you a tracking number for all standard shipments.

We offer an option to choose DHL express shipping at an additional cost which is based on weight and as such will vary depending on the number of items ordered.  We provide you a tracking number for all express shipments.

When you place an order, we will estimate shipping for you based on the availability of your items and the shipping options you choose. Depending on the shipping option you choose, shipping time estimates will be shown on the checkout page.

Approximate standard shipping times are generally between 7 – 21 days depending on location.  Express shipping will vary depending on location and will generally be between 3 – 5 days.

Please also note that the shipping rates for wholesale orders are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next 0.5 kilogram.  Please contact us via Contact Us page for more details.

Returns

You may return items for a full refund or exchange where the item:

  • Has a problem that would have stopped someone from buying the item if they had known about it
  • Is unsafe
  • Is significantly different from the sample or description
  • Doesn’t do what we said it would do, or what you asked for and can’t be easily fixed.

We’ll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.).

Items damaged through wear are not eligible for return.

In addition, we offer a change of mind returns policy where the following conditions are met:

  • The item must be unworn, unwashed and have the original tags still attached.
  • All returns must be made within 21 days of receipt of your goods. Refund will exclude any postage costs.

For us to process your return you must provide a copy of the receipt of purchase.  If you created an account when you purchased your item, no receipt is necessary, as we will have a record of your purchase.

You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Gift returns – If you need to return an item that was purchased with a gift certificate, you can do so within the time period set out above for returns.  We are unable to offer refunds on gift certificate purchases however we will provide you store credit to the value of your item/s which you can use for the purchase of any product at KokoNorth.  Your store credit, once credited, will be shown when you login to your KokoNorth account.

If you need to return an item, please email us via our contact us page with your order number and details about the product you would like to return. We will respond within 2 business days with instructions for how to return items from your order.

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