Delivery & Returns
DELIVERY
KOKOVEE uses a signed for delivery / Proof of delivery service.
All items to be delivered are insured whilst in transit and will require a signed for delivery or proof of delivery. Ensure that somebody is available to accept your delivery, as proof of delivery is required. If no one is available to collect your items, we will leave the relevant information for you to collect the items at a depot or for re-delivery of the items.
Note: We can deliver to your home or work address.
Delivery Options:
UK
Standard Delivery (3.99) → 3-5 Business Days
Premium Delivery (5.99) → 2-3 Business Days
Next Day Delivery (£9.99) → Order before 12pm Mon-Thurs
Saturday Delivery (£15.99) → Order before 12pm on Friday before the anticipated Saturday
Free Delivery on UK orders over £100 (3-5 working days)
Free Next Day Delivery on UK orders over £150 (3-5 working days)
EUROPE
Standard Delivery (From £10.99) → 5-7 Business Days
Express Delivery (From £17.99) → 2-3 Business Days
USA
Standard Delivery (From £20.99) → 5-10 Business Days
INTERNATIONAL
Standard Delivery (From £19.99) → 5-10 Business Days
Our warehouses are closed during the weekends and Bank Holidays (in the UK). Any orders placed over the weekend or Bank Holiday will be processed the next business day.
An estimated delivery date and cost will be provided at checkout after you select a delivery option. Please note that standard delivery times quoted do not include any delays that may be incurred at customs. Any issues should be raised directly with your local customs office.
Unfortunately, refused deliveries will incur additional cost of the original delivery plus the return cost, and this will be deducted from any refunds made.
Please note we do not dispatch orders over the weekend or on Bank
Holidays.
Holidays.
RETURNS
KOKOVEE understands that occasionally we make purchases that we aren’t 100% satisfied with. We are happy to accept returns on any garment that is unworn and still fitted with all security tags and labels. This applies to any item despatched to us within 14 business days (Excluding Delivery Fee).
KOKOVEE will only accept returns on items that are unused, with all security tags and labels intact in the original packaging. The item must not be washed. All Returned items should be unworn and in a re-saleable condition with no makeup marks, no soiled marks, no damage, no alteration and no foreign smell. It must have all security tags and labels still attached.
Returned items that are used, damaged, soiled, altered and have foreign smell will not be accepted and will be sent back to the customer. Please note that we perform a thorough quality control and check over all orders by two different members of staff before being dispatched. Any product order claim of being faulty will be scrutinised carefully for any tampering or forceful damage made to the item. We reserve the right to refuse any refund if goods are not returned in a saleable condition or are damaged.The item must not be washed.
NON-RETURNABLE ITEMS
Whilst returns are an important part of the retail process, not all items can be returned to us. Our non-returnable items include Nipple Covers, Briefs, Thongs, Thong Bodysuits, Socks, Face Masks, Headbands, Headscarves, Hair Accessories, Fitness Equipment and Water Bottles. Swimwear is returnable however we do require the hygiene stickers remain intact, failure to do this will result in the item being non-returnable.Returns must be sent to:
KOKOVEE London: 10 Oxleys Road, Waltham Abbey, UK. EN9 3PL
Along with your order slip or a note inside the parcel with your name and order number so we can locate your order and issue a refund.
If you do not include your order number / address in your parcel, we will NOT be able to locate your return.
The delivery costs for Returns are not covered by KOKOVEE, we advise you to liaise with your local post office for their services and tracking ID. It is your responsibility to ensure that the item is safely returned to KOKOVEE.
Unfortunately, we are currently unable to process exchanges. You can return your item to us for a refund and place a new order to receive the item of your choice.
We aim to process all returned items within 6 days (UK) / 25 days (International) of delivery to us, providing there are no issues with the return. Refunds will be processed back to your original method of payment. Store credit will be issued via gift card.
Payments will be credited back to the original purchaser’s credit card, and this will be processed within 14 business days of receiving the item.
Contact customer service at info@kokovee.com prior to returning any item.
Contact customer service at info@kokovee.com prior to returning any item.
We can only refund returned sale items by credit note for use on our online store. 50% sale items are not returnable for exchange, refund or store credit.
UNREASONABLE CLAIMS / FAIR USE POLICY
Our team closely monitors unusual return patterns and activity, therefore if we suspect fraudulent activity within your account, we may have to withhold issuing a refund or block your account and any associated accounts entirely.
Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity; where we suspect someone hasn't just tried their items on, but worn them for longer periods or returning items worn/used and not matching what was originally ordered.
If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company.
Fraudulent activity includes but is not exhaustive to: claims relating to orders not being received, items missing, unusual patterns of returns activity; where we suspect someone hasn't just tried their items on, but worn them for longer periods or returning items worn/used and not matching what was originally ordered.
If you return items that do not match what you originally ordered, we reserve the right to take legal action against you. This includes returning items that are significantly different from what you purchased or attempting to return items that do not belong to the company.