Returns
We take such matters very seriously and will look into individual cases thoroughly. If your order is missing, we will try and track it for you with our courier company and ensure a replacement is sent if not your original order.

If you wish to return, you will be required to email shop@kokonova.co.za with your order details / proof of purchase and reason for return. You will have 14 days in which to do this and will have to courier the order back to Kokonova HQ.

If the item is damaged or defected, you will be required to: Email shop@kokonova.co.za with your order details and photo proof. We will review and provide feedback.

If 14 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

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.

We will not be held responsible for any wear and tear.

Gift cards are non-refundable.

There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 30 days after delivery

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again (We aim to refund within 14 days once approved). Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at shop@kokonova.co.za.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at shop@kokonova.co.za and send your item to: 2 Wesley Street , Gardens, Cape Town ,South Africa.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

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

If you are shipping an item over R750, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.