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Refund policy

TERMS & CONDITIONS OF SALE

RETURNS

Please note that Coko has a strict 7 day returns policy.

If your purchase item is just not right or doesn’t fit properly we are happy to provide a exchange or store credit. Excludes all discounted (whether by price markdown or discount code) and reduced or sale items, unless the items are faulty.

Please clearly follow our instructions below if you wish to make a return:

  • Inform us of your wish to return/exchange by emailing customer services at sales@coko.co.nz within 48 hours of receiving your parcel + wait for our reply before proceeding. 
  • Place the items in the original box/bag or any other secure waterproof courier product. 
  • Ship with your chosen courier company - we suggest you use a trackable and insured method so that your carrier will compensate you in the event of theft or loss during delivery. Please keep a record of your tracking number. Customers are responsible for the safe return of goods.
  • Exchanges and store credits will only be processed once the item is received and deemed to be in its original condition, with tags attached.
  • Once you have received a reply from us, send your package to: Coko, 18 St Heliers Bay Road, St Heliers, Auckland 1071.
  • Please allow 1-2 days for your return to be processed once it is delivered to Coko.
IMPORTANT INFORMATION
  • All exchanges are subject to availability.
  • Discounted and sale items are not eligible for an exchange or store credit, unless the item is faulty.
  • Make sure products are as you received them - unworn, unmarked and in original packaging with tags. Items will be inspected upon arrival to ensure they are in sellable condition.
  • Products returned with tags unattached will not be accepted.
  • If your return does not strictly meet the above terms and conditions, and is not returned to us within 7 days of you receiving it, your item will be returned to you and your return will not be processed. 
  • International returns over $1000 will not be accepted or approved, due to the importation duties and taxes payable by the receiver. If an item(s) is sent back to Coko and held at customs in New Zealand, the purchaser and or sender of the returned item(s) will be liable for any customs/duties and or taxes payable upon entry into New Zealand.
  • The store credit issued by Coko will not include the postage paid to send the item to you.         

If you receive an item and find that there are faults with it,  we will do our best to replace it .  If we cannot replace with the same or similar that you are happy with, we will refund you in full. We do not refund when an item does not fit or when you don't like an item.

SHIPPING

To return your product, you should courier your product to: Coko, 18 St Heliers Bay Road, Auckland 1071

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a store credit, the cost of our original shipping will be deducted from your store credit. If you want to exchange the product, you will be charged for the additional courier cost to send the new item to you.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

For Australian orders, if you refuse a shipment due to the cost of customs duties and taxes, this amount will be deducted from your return upon arrival back to NZ. Any return shipping costs will also be deducted.

If you are returning an item, you should consider using a trackable shipping service or purchasing shipping insurance. We can't guarantee that we will receive your returned item.