Shipping and Delivery
Orders will be shipped out next business day from our warehouse.
- Standard Shipping is available from £3.95 (2 - 5 Business Days), with Express Shipping from £4.95 (1-2 Business Days) - Sometimes this can be longer due to delays out of our control.
- Free Shipping on all orders over £20
- All orders shipped by Royal Mail, InPost, Evri, Fedex, DHL or UPS
Any customs fees, duties and taxes are the responsibility of the buyer.
*Free Shipping is not applicable for wholesale orders.
If you have any questions regarding shipping, please email customercare@kokoloko.uk
Will I receive a tracking number?
All registered post orders are shipped with full door-to-door tracking.* If your order has been in transit for more than 10 business days, please send us an email at customercare@kokoloko.uk and we will have our courier company investigate the whereabouts of your parcel.
How long is the processing time?
We strive to ship all orders next business day. In extreme circumstances where we cannot dispatch within 1 business day, we will ship them as fast as possible.
I haven't received my Coconut Bowls order, what should I do?
Please check the tracking link that you should have received via email. If there is limited information there may just be a postal service or customs delay. Please do not contact us to check on your order unless it has been in transit for more than 10 business days. If your order has not arrived within 10 business days and the tracking information in unclear, please email us at customercare@kokoloko.uk and we will provide you with an update of your order and assist where possible.
What methods of payment do you accept?
AMEX, VISA, MasterCard, PayPal, Afterpay (Coming Soon)
I HAVEN'T RECEIVED MY COCONUT BOWLS
Please check the tracking link that you should have received via email. If there is limited information there may be a postal service delay (or customs delay if you’re from outside the UK).
We kindly ask that you remain patient, and only ask us to investigate if it has been more than 10 business days since you placed your order.
If your order has not arrived within 10 business days and the tracking information is unclear, please contact us directly to resolve the issue
SHIPPING ADDRESS PROBLEMS
We only follow the shipping information based on what you have entered on the checkout page upon placing your order. We are not liable for lost, held, mis-delivery errors, due to incorrect shipping addresses.
If your package gets returned to us due to the incorrect shipping address, you will be refunded for the product(s), not for shipping. Alternatively, we can ship your order to your correct address. The shipping fees will be invoiced to the customer before re-shipping your order.
LOST PACKAGES
On rare occasions parcels do get lost in transit. While we are not responsible for any lost parcels, we want to ensure you receive the products that you ordered. Please review your tracking information and contact the postal carrier to request an investigation into the whereabouts of your order.
Shipping carriers typically request up to 21 days to find lost parcels after the last update on the tracking was made.
RETURNED PACKAGES
If your package gets returned to us due to being "uncollected" or "un called for", you may choose to be refunded for the product(s), not for shipping or alternatively, we can ship your order again. The shipping fees will be invoiced to the customer before re-shipping your order.
SHIPMENTS MARKED AS DELIVERED
Please review your tracking information and contact the postal carrier to request an investigation into the whereabouts of your order.
It is the customers responsibility to contact the courier for further information about delivery, as often this may be held for you at the local post office, may have been left with a neighbour or left in a secure place for you.
While we are not responsible for any parcels marked as delivered, we want to ensure you receive the products that you ordered, which is why we pre-select Route shipping insurance on all orders. If you unchecked the insurance shipping box, we recommend filing a claim with the courier for a refund of your purchase and any shipping costs, most couriers will provide a refund of up to £100.
PRODUCTS ARRIVE DAMAGED
We can provide you with a credit for the damaged items, however you must place your order again. We do not ship replacements for products damaged in transit.
ADDITIONAL INTERNATIONAL FEES
The customer is responsible for any additional shipping charges, duties and taxes as a a result of importing. We highly recommend that you consult your country’s tax and duties requirements before purchase. Customers are responsible for paying International Customs Charge, when applicable, which is not included with purchase.
