How can I assure your products are authentic?
We are an Australia local company located in Sydney. All products sold on our website are genuine and acquired via reputable distributors from the products' original countries.
We do not sell fake, counterfeit or replica goods.
All of our products are well stored in our Sydney facility.
When will my order be shipped?
All orders made before 6:00pm AEST will be shipped next business day from our facility in Sydney, Australia.
What are your delivery options and how much is shipping?
We offer $6.95 flat rate for all of our orders. If your order amount is over $150, we will provide free shipping. All of our parcels are sent via Australia Post. You'll receive an email with your tracking information once your order has been processed. You may track your order via the links in your shipping information email.
What should I do if my order has not arrived?
To track and check the status of your order please click the link attached in the shipping confirmation email sent to your mailbox. We will notify you via email when your package is shipped.
I entered the wrong address, what should I do?
In the event that the wrong address is indicated in the order, and the package is delivered, Koko Skin will not be liable for any replacement or refund.
The courier will charge an additional cost for change of address for undelivered parcels with wrong/invalid address. Please contact email@example.com once you have found that you provide us with wrong address as soon as possible.
Can I collect my order directly from Koko Skin?
We don't currently offer store pick-up at the moment.
How long it takes for delivery?
In most cases you can receive your items within 2 to 8 business days. However, this delivery time is estimated, and delivery times may vary, especially during peak periods. If you didn't receive your items, please contact firstname.lastname@example.org as soon as possible.
What will happen if I'm not at home on the delivery day?
You maybe not at home while Australia Post is delivering your parcel.
In this case, Australia Post will try to find a safe place to leave your parcel. If Australia Post could not find a safe place, your parcel would be transferred to a nearest Post Office for collection. They will also leave a card in your mail box.
You will need to collect your parcel within 10 business days. If you didn't collect it from the nominated Post Office, your parcel would be returned to us.
If I forgot to collect my parcel from Post Office, what should I do?
If you forget to collect your parcel from Post Office within 10 business days, your parcel would be returned to us.
We will contact you immediately once we've received your returned parcel. In this case, you will need to pay the actual postage to us for re-sending your parcel. Your re-sending postage will be fully paid to Australia Post.
Alternatively, you can make a new order with us, and we can send your new items with returned items to you together. You won't be charged any extra fee for this option.
What is the return and exchange policy?
If an item you receive has major defections, we will replace it with a non-defective item or provide you with a refund of the cost of the item, provided that:
- you contact us at email@example.com within 5 days of receiving the item, citing your order number and identifying the defect
- you return the item within 7 days of contacting us. Items purchased as part of a set or a multi-item pack must be returned as a whole set
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please do not send your purchase back to the manufacturer.
We will send you a return label to use in order to return us the defective or incorrect item.
What happens if I am unhappy with the product I purchase or I changed my mind?
Unfortunately, due to the nature of the products, we do not offer refund/return/exchange if you changed your mind. Please check your items in your cart before you make a payment.
What do I do if I had an allergic reactions?
The ingredients of the product are listed on the page to help you identify any sensitivities with certain ingredients. Different skin types and skin conditions may react differently to our products and brands. It is always best to know and understand how your skin reacts to different products and ingredients. If you know you are allergic to certain ingredients, please email us at firstname.lastname@example.org before making an order
What and where is my order confirmation number
You can find your order confirmation number in our order confirmation email.
Or, you can create account with kokoskin.com.au, and see order status under your account.
How long does it take to confirm my order?
Orders are confirmed once payment has been completed.
Can I cancel my order?
You can cancel your order before we have shipped your items. Once the shipment label has been issued, your order cannot be canceled. Please contact email@example.com if you want to cancel your order as soon as possible.
I am having issues using the voucher code
Please check if :
- The voucher code has expired
- Voucher is for one time use only
- Each order can only use 1 voucher