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FAQs

How can I contact you?

The best way to reach us at this time is via email at customerservice@kocosky.com.  Please feel free to send us an email anytime with questions, suggestions and/or comments you may have, and we will respond within 24 hours of receiving your message during our normal business hours. 

What are your normal business hours?

Customer service hours are Monday through Friday from 9:00am (PST) to 5:00pm (PST). We are closed on holidays and weekends.

How long does it take to process my order?

US orders usually take 1 to 2 business days to process. International orders take 2 to 5 business days to process.  Any orders placed on the weekend or on a holiday will be processed on the next business day.

How can I make a return or exchange? 

To request for a refund/exchange, you will need to log into your account. Click on the ‘Completed Orders’ link on the left menu panel, click the ‘Return Item(s)’ button, and complete the required text fields. After you submit your request, you will receive an email with your return ID # and address of where to ship the item(s) to be returned. Please write your return ID # on the outside of the package and return to us using a traceable carrier service such as UPS, FedEx, or USPS (request for tracking option). This is for your protection and to ensure its delivery to us. We are not responsible for packages not received or lost, if a tracking number is not provided. Please refer to our Shipping & Returns page for more information.

Will I be charged an additional shipping cost if I want to exchange an item for a different size?

When exchanging an item for the same style in a different size, we will not charge you shipping to send the new item to you. However, you will have to pay to ship the item to be exchanged back to us.  Exchanges only apply to US orders.

Are all items purchased through your site refundable?

No, we only allow returns on apparel and clutches (minus the cost for shipping) as long as the item is not marked as final sale/clearance and it is in its original condition and has not been used, worn, altered or washed (see our Shipping & Returns page for more information).  All accessories (with the exception of clutches), final sale and clearance items are considered final sale and are not eligible for returns or exchanges. 

How long does it take to process a refund?

Please allow approximately 1 to 2 weeks from the time we receive your return request to process a refund. You will receive an email notification once we have processed your refund.

Will I have to pay sales tax when making a purchase through your site?

Any orders made outside California will not be charged sales tax; orders made within California will be charged sales tax.  For international orders, you may incur additional fees (customs, duties, etc).  See our Shipping & Return page for more information.

What shipping service provider do you use?

For US orders, we ship our products via UPS or USPS.  For international orders, we ship products via USPS only.  Please refer to our Shipping & Returns page for our schedule of delivery. 

How will I know if my product has shipped?

Once we have processed your order and it has gone out for shipment, you will receive an email notification with a tracking number to track the delivery status of your order.

What happens if I place an order and don't receive my package?

In the unlikely event that a package is not received by the recipient, the recipient MUST contact us within 48 hours of its expected delivery date either via email at customerservice@kocosky.com or by completing the form on the Contact Us page on our website.   Unfortunately, if the recipient does not contact us via email or through our Contact Us page by the 48 hour time frame, we cannot further look into the matter and provide you with a replacement or store credit for the lost package. Subsequent to our receipt of your email of the undelivered package within the 48 hour time frame, we will contact the respective shipment carrier and file a claim to conduct an investigation. Please keep in mind, the investigation can take up to 8 business days before it is resolved and a decision is reached. If it is determined and proven by the shipment carrier that the package was delivered to the recipient, then unfortunately we cannot replace nor process a refund or store credit for the order.   Alternatively, if the shipment carrier cannot confirm the delivery of the package, then we will send the recipient a replacement package. In the event that we no longer have the item(s) ordered, we will then issue a refund or store credit to the recipient for those item(s) we no longer have available.

Can I return an item after the 30-day return window?

Unfortunately, we do not accept any returns 30 days after your original purchase date, no exceptions. We will not issue any refunds for products received after this 30-day return window nor will we ship the product back to the customer should they return an item past this return window.