At KOKOstores.com we make every effort to ensure your purchase gets to you as quickly, safely and cost effectively as possible. We achieve this by offering all of our mainland African customers the same premium service at the lowest possible cost due to the quantity of business we place with our chosen couriers. We endeavour to deliver all orders that are placed before 2pm on the next business day. Please note, however, that the delivery of your order may be restricted depending on the size, weight and chosen destination of the package. Other factors such as weather and mechanical difficulties can also result in later deliveries. If the delivery address is different to the billing address then we may have to run further checks to ensure your credit card security, this may result in longer delivery times.
Your order will be packed and dispatched, provided:
The item you have chosen is in stock.
The delivery address has been verified.
Payment has been approved.
We will send you an initial email confirming receipt of your order; then a further email confirming that your order is ready for dispatch along with your shipping reference number. Where an item is not in stock, we will advise you of the anticipated time for delivery (if such item will be available in future). Orders can be delivered to either business or residential addresses, however all packages will require a signature on receipt of delivery. It is customary for the dispatch companies we use to leave a notification card with their contact information if the delivery address is unattended at the time of delivery, however this may not always be the case. www.KOKOstores.com cannot take responsibility if a notification card is not left in any instance.
When will my order arrive?
We provide the following delivery guidelines:
For UK and Europe, Lagos, Abuja, Accra, Kumasi, Nairobi, Johannesburg, Cape Town and Pretoria
- Free Delivery on all Purchases over $300
- Saver delivery $9.99 (3-5 working days)
- Next day $17.50 (Subject to stock availability)
For USA and the Rest of Africa
- Free Delivery on all Purchases over $500
- Standard $30.00 (up to 5-10 working days)
Can you deliver to a different address other than my billing address?
Yes. This can be a work address or another residential address. If you are selecting a different delivery address, please ensure you complete all details of the delivery address, including post code, correctly as we cannot be held responsible for orders that do not arrive when the delivery information is incorrect.
My order still hasnt arrived. What should I do?
If you still have not received your order within the delivery guidelines stated, please contact us at orders@KOKOstores.comwith your query and order number. Please note that occasionally, delays may occur that are outside of our control, but we will do our best to rectify the situation.
Do I have to be at home to receive my parcel?
To ensure that your parcel arrives safely, all orders require a signature on delivery. This can be you, or someone you have designated to take delivery at the delivery address provided. If no one is present to sign for the delivery, Royal Mail will leave a 'while you were out' card informing you where you can collect the parcel, or how you arrange re-delivery at a more convenient time.
Do I have to pay import charges?
KOKOstores delivery charges for international orders do not include duty and custom charges. Any such charges are the responsibility of the buyer, and must be paid at the time of delivery. In the event that you wish to return your item, KOKOstores is unable to refund import duty and local sales taxes. Customs policies vary widely from country to country. Please contact your local customs office if you require further information.
What do I do if I need to return or exchange an item?
If you are not completely satisfied with your purchase, fill out the returns form that was sent with your parcel and return the item(s) in their original condition, with all their original packaging within 21 days of receipt. We will issue a full refund for the item(s) price once we have received the returned item. Note - the value of refund will generally exclude shipping costs. Please note that items returned worn, with perfume or deodorant stains and/or odour, washed, or handled inappropriately, or returned outside of the 21 day return period will not be accepted and returned at the customer's expense. Some products such as underwear or pieced earrings are non-returnable. For more details on returns, please visit our Delivery and Returns section.
What is the process to get a refund?
Please allow up to 10 working days from the time we receive your return, for us to process your refund. Your refund will be credited to the same card used to make the original purchase. Once we have processed your refund, we will email you confirmation. The time taken for the refund to be credited to your account will depend on your bank or credit card issuer. Note, for orders outside the UK, you will need to allow for additional days for delivery.
Do I have to pay the postage to return my order?
Yes. You are responsible for covering the cost to return your item to us. Please ensure that the item is properly packaged and protected from damage whilst the item is in transit. We recommend that both UK and International customers send their returns using a trackable delivery service that insures you for the value of the goods you are returning.
Do you refund my initial delivery charge?
For orders returned outside of the Distance Selling Regulations, we do not refund the original cost of postage. You will be refunded the full value of the goods returned excluding the cost of delivery.
Do you confirm once you have received my return?
Unfortunately we cannot confirm when we have received your return. However, we strongly recommend that you use a recorded or signed for method to return your items as KOKOstores does not accept any responsibility for items that fail to reach us. KOKOstores will process your refund or exchange within 10 working days of receipt of your return. At this point we will email you confirmation of a refund, or send you your replacement.
Will you be getting any more in?
Unfortunately some items may be out of stock or may be removed from the website altogether if the line has been discontinued.
What if I want an item that is out of stock?
If you are desperate to get hold of an item that is showing as 'out of stock' please email orders@KOKOstores.com and we will try our very best to locate another for you if at all possible.