Cancellation, Exchange & Return Policy

What if I need to exchange/cancel my order?

Orders are cancellable for up to 12 hours after they are placed. If you need to make any changes, email kokio5care@gmail.com. After 12 hours, your order is already under processing and we are unable to cancel or change it in any way.

RETURN POLICY

We hope you enjoy your shopping experience with us. Your satisfaction is always our first priority. Please get in touch with our customer service team and describe the items you want to return and the reason for your return. Email us at kokio5care@gmail.com  

Our Return Policy is as follows:

• Please note the following items cannot be returned or exchanged: Swimsuit, lingerie, bodysuits, swimwear, jewellery, masks and accessories.
• You may return all products within 10 days (from the date you receive the items) of delivery for exchange or refund. The original bag and tag should be intact & not be damaged. 
• We do not offer Freight To Collect (FTC) service for the packages returned to us. The returns will be made at your own cost, unless a mistake is made by kokio5.
• For the returned item(s), we will arrange a replacement or issue a refund after we have checked your return tracking number or receipt.
• We do not accept returned items that were sent back by you directly without checking with us first.
• Please do not make returns directly to the address on the package received. Only send to the address that our customer service provided.
• If you wish to return the items to the nearest return address, please contact us and our customer service will reply to you within 48 hours.
• Refunds will be issued back to the original form of payment that was used to place your order. (except COD). Please allow 48 hours with the payment provider and 7-15 business days with a credit card for your refund to appear.
• For COD orders refund, please provide email us at infokokio5@gmail.com with your bank account details (account name, no, bank details) & we will NEFT the money within 5-10 working days. 
• The original shipping fee, COD fees and insurance are non-refundable.
• Any further queries, please write to us at infokokio5@gmail.com or at kokio5care@gmail.com.