CUSTOMERS FROM THE EU

Unfortunately due to new GSPR rules regarding products shipping into the EU Kokoseoul will have to halt shipments to the EU for the time being. These new rules pose a great deal of financial and logistical burden on businesses in order to comply, and Kokoseoul as well as many other small businesses will not be able to meet those regulations. We are working to find a solution, but until further notice Kokoseoul will not be able to ship any products to the EU. 

For any items on a past preorder I will be able to mark your order differently and still ship them out. However, this method is not a long term or sustainable solution so I will only be able to do so for preorders that are already done.

Special Notice for UK Customers

All UK customers will have to pay additional VAT taxes and service fees at your country's custom offices. Kokoseoul will not be collecting VAT, meaning it will be collected by your country when the package reaches customs.

Depending on where you are, package delays (additional 2 weeks) and additional processing fees may apply. Please check with your country's customs office to determine what your additional costs will be before buying.

Please understand that import taxes are not the responsibility of Kokoseoul. Additional taxes/charges/fees are the customer's responsibility and must be paid to your country to claim your package.

If we receive a returned package from customs, customers have the option to:
a) Pay shipping again to have the package re-sent OR
b) Refund your order, minus the original shipping costs.

Thank you for understanding!

SHIPPING

What is the estimated processing time?

Processing times can vary but normally orders will be shipped out within 1-5 business days of creating your order. 

During shop updates, holidays, etc. processing times can extend to 1-2 weeks. 

You will receive an email once your order has shipped. If you have not received your email please check your spam, but if you still cannot find an email after the set processing time please feel free to contact kokoseoul216@gmail.com

When can I expect my package?

ALL PACKAGES CAN BE SUBJECT TO SHIPPING DELAYS DUE TO COVID-19.

USA

If your package does not show up within 5 weeks of ordering please contact us. 

International 

If your package does not show up within 3 months of ordering please contact us. 

Are there any countries do you not ship to? 

Below you find a list of all of the countries that we do not currently ship to due to COVID-19 and other unrelated USPS service distruptions. This list is always subject to change. If you place an order and we cannot ship to your country we will contact you via email and issue you a full refund. 

Afghanistan
Bhutan
Brunei
Bonaire, Sint Eustatius and Saba
Cayman Islands
Central African Republic
Cuba
Dominica
Eritrea
French Guiana
French Polynesia

Guadeloupe
Honduras
Iran
Korea, The D.P.R of (North K.)
Laos
Libya
Martinique
Mauritius
Mayotte
Mongolia
Myanmar (Burma)
New Caledonia
Nicaragua
Réunion
Samoa
South Sudan
St. Pierre & Miquelon
Sudan
Suriname
Syria
Tajikistan
Timor-Leste
Trinidad and Tobago
Turkmenistan
Yemen

Orders

Can I change/cancel my order?

Kokoseoul accepts changes and/or cancellations ONLY if your order has not been shipped yet.

What is your return/exchange policy? 

Kokoseoul does not accept returns or exchanges, and all sales are final. 

What do I do if my order arrived damaged?

If your order arrived damaged please send a picture of the damaged item within a week of receiving the package. We would be happy to resend or refund your item. 

My order was marked as delivered but hasn’t arrived yet?

Sometimes USPS will mark an item as delivered before it actually arrives. Please wait 7 days to see if the package arrives. 

Please check all of the areas on your property and with neighbors/family to see if anyone has your package. 

If you still can’t find your package please contact your local post office. If you believe your package has been stolen, please file a claim with your local post office. We unfortunately cannot replace a stolen item for free, but please reach out to info@kokoseoul.com explaining the situation and we will try to come up with a good solution for you. 

What do I do if my order never arrives? (lost, stolen, missing, etc.)

Please double check all of your contact details before purchasing. 

We do not offer refunds on lost mail as it is beyond our control once we ship the orders out. However, we are able to resend your orders for free or for a fee depending on the size and shipping method of your order. 

UNTRACKED MAIL: We will normally be able to ship out again for free. However, we will only resend once again. If your package is lost again you must upgrade to a tracked option.

TRACKED MAIL: Items that use tracked shipping are often large or more difficult to produce on top of a higher shipping fee. If you would like us to resend your order we are able to to after an additional shipping fee and 10% of your order amount depending on your order size. 

Thank you so much for understanding. 

When do you offer refunds?

We will issue refunds ONLY before orders are shipped and if your order arrives damaged. 

Because your package is out of our control once it ships we do not offer refunds on lost orders. However, please contact us and we would be happy to chat about a different resolution.

Custom/Taxes/Fees

International buyers are responsible for any customs, taxes, or other fees upon receiving their package. If a customer refuses a package Kokoseoul will not be held responsible.