Shipping & Returns

Online Store

KOKKO is a luxury concept boutique driven to create a 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 China mainland will be directed to shop.kokko.me, customers browsing from other regions will be directed to www.kokko.me.

Currency, Payment and Checkout

The currency of payment at kokko.me is shown in Canadian dollar. We currently accept payment by Visa, MasterCard, PayPal and Alipay (支付宝). Upon receiving and reviewing your order, we may contact you for additional billing information. The 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 on 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.

Sales Tax

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
Ontario	13% 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.

Order Cancellations

You can request an order cancellation before shipment, simply by contacting us via the use of Wechat (ID: kokko999), email (e: customerservice@kokko.me), or phone (Toll free: 1- 85595-56556). Once your order is shipped, you can not request any order cancellation.

Sizing

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.

Shipping

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)	In-Store Pick-Up	Free
Canada	Expedited (2-7 days)	$10 CAD Free on orders over $200
Canada	Xpresspost (1-3 days)	$25 CAD
USA	Express (1-5 days)	$25 CAD
Rest of world	Express (2-7 days)	$35 CAD

Original Shipping fees are not refundable in case of unsuccessful delivery. If the tracking information states that the parcel was delivered, but you have not received it. Please contact us so we can assist you.

Returns & International Returns

• All returns must be received within 14 days (including holidays) of your delivery date
• All returns must be received in its original condition with its original tags and packaging. Dust bag and shoe box are considered as part of the product and must be returned in its original condition.
• All returns must not be used, altered or washed
• Underwear, lingerie, swimwear and socks are not eligible for return
• Items marked 'Final Sale' are not eligible for return

To allow us to efficiently identify your return, please clearly write you order number on the outside of the package. Kokko Made Enterprise Inc. reserves the right to reject returns which do not comply with our return policy. Returns that do not comply with our return policy may be sent back to its original shipping address at our discretion.

Domestic Returns

For returns within Canada, simply click here to initiate your return. Your order number and associated email address are required to begin the return. After submitting your return request, a confirmation letter with further instruction and the shipping label (Canada Post Expedited) will be sent to your email. The shipping label costs $10 which will be collected by deducting from the refund.

We are unable to process in-store return at this time. All returns, include In-Store Pick-Up orders must be returned by a carrier. If you prefer to use your own carrier, please contact us via the use of Wechat (ID: kokko999), email (customerservice@kokko.me), or phone (Toll-free: 1- 85595-56556).

International Returns

All international returns must be authorized by us before sending merchandise back. Please simply contact us via the use of Wechat (ID: kokko999), email (e: customerservice@kokko.me), or phone (Toll free: 1- 85595-56556) to request a return authorization number.

We do not provide shipping labels for international returns at this time. All returned merchandise from outside Canada should be declared as a ‘Return of Canadian Merchandise’ on the customs declaration. Otherwise, the return may not be successful or may incur delays.

Refund

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.

Final Sale

Items marked 'Final Sale' are not eligible for return or exchange after shipment, unless defective. 'Final Sale' does not necessarily mean the corresponding item has reached the furthest discount.

Limited Edition

Items marked 'Limited' are not eligible for any promotions or discount codes. Limited item is restricted to one per customer.

Promotions

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