Shipping policy

At Kokonova, we want your order to reach you as quickly and safely as possible. All orders placed through kokonova.co.za are carefully packed and dispatched from our team in Cape Town, South Africa.

SOUTH AFRICAN DELIVERY

We deliver nationwide within South Africa using trusted courier partners.

Free Shipping:
Enjoy FREE standard delivery on all South African orders over R1,600.

Orders Under R1,600:
A delivery fee will be calculated and displayed at checkout before payment is completed.

ORDER PROCESSING

Orders are generally processed and prepared for dispatch within 1–2 business days after payment has been successfully received.

Orders placed over weekends or on South African public holidays will be processed on the next business day.

During launches, promotions, sale periods and other high-volume periods, processing may take slightly longer.

DELIVERY TIMES

Once your order has been dispatched, estimated delivery times are:

  • Major city centres: approximately 2–4 business days

  • Regional and outlying areas: approximately 3–7 business days

Delivery times are estimates and may vary depending on your location, courier operations, public holidays, severe weather or other circumstances outside Kokonova's reasonable control.

ORDER TRACKING

Once your parcel has been collected by our courier, tracking information will be sent to the contact details provided with your order where available.

Please ensure that your email address, cellphone number and delivery address are correct when placing your order.

DELIVERY ADDRESS

Customers are responsible for providing a complete and accurate delivery address.

Please include all relevant information such as:

  • Street address

  • Building or complex name

  • Unit number

  • Suburb

  • City

  • Postal code

  • Contact telephone number

Kokonova cannot be held responsible for delivery delays caused by incomplete or incorrect information supplied when an order is placed.

If you realise that your delivery information is incorrect, please contact us as soon as possible at shop@kokonova.co.zaor 084 830 0650. We will try to amend the details before dispatch, but changes cannot be guaranteed once your parcel has been handed to the courier.

COURIER DELAYS

Once an order has been dispatched, delivery is handled by our courier partners.

Although we will always assist wherever possible, occasional delays may occur that are outside our control.

If your parcel appears to be delayed, please contact us at shop@kokonova.co.za with your order number and we will assist with tracking the shipment.

MISSING OR LOST PARCELS

If your order has not arrived within the expected delivery period, please contact us.

We will investigate the shipment with our courier partner and make every reasonable effort to locate your parcel.

Where a parcel is confirmed as lost in transit, Kokonova will arrange an appropriate resolution, which may include a replacement or refund depending on stock availability and the circumstances of the order.

DAMAGED PARCELS

If your parcel arrives visibly damaged, please photograph the packaging before opening it where possible.

If an item inside your parcel has been damaged during delivery, contact shop@kokonova.co.za as soon as possible with:

  • Your order number

  • Photographs of the parcel

  • Photographs of the damaged item

  • A brief description of the issue

Our team will review the matter and assist accordingly.

SALE & PROMOTIONAL PERIODS

Please allow additional processing and delivery time during major sales, launches, Black Friday, festive periods and promotional events due to increased order volumes.

We appreciate your patience during these periods.

PRE-ORDER ITEMS

Products marked as Pre-Order will have an estimated dispatch or availability date stated on the relevant product page where applicable.

If an order contains both available and pre-order products, the order may be dispatched together once the pre-order item becomes available unless otherwise arranged.

INTERNATIONAL ORDERS

For international delivery enquiries, please contact our team at shop@kokonova.co.za before placing your order.

International shipping charges, customs duties, import taxes and other charges may apply depending on the destination country and are generally the responsibility of the customer unless otherwise stated.

RETURNS

Shipping relating to returns, exchanges or faulty products is governed by our separate Returns & Refund Policy.

Please review the Returns & Refund Policy on kokonova.co.za before returning any merchandise.

CONTACT US

For any questions regarding delivery or an existing order, please contact:

Kokonova
Email: shop@kokonova.co.za
Website: kokonova.co.za

Please include your order number in all order-related correspondence so that we can assist you as quickly as possible.