Shipping
What happens if my order gets lost or damaged during shipping?
We take great care in packaging your items securely. However, if your order is lost or arrives damaged, please contact us immediately with photos or videos as proof, and we’ll assist you in resolving the issue.
Do you ship internationally?
Yes, we ship worldwide! Delivery times may vary depending on your location.
How long will it take to receive my order?
Processing time is usually 1-3 business days*.
For standard shipping:
● Within Australia: 3-7 business days
● International: 7-21 business days (depending on location)
*Excluding PRE-ORDER products.
Order
What is your refund policy?
We have a 7-day return policy for damaged or incorrectly described items. If your item qualifies for a return, it must be unused, in its original condition, and with all tags and packaging intact. Please note, sale items and pre-orders are non-refundable. Refunds are issued after the returned item is inspected. For more details, please refer to our Refund Policy.
If you’d like to request a refund, please contact us on Instagram at @cottonkoko_
Can I change my shipping address after placing an order?
If you need to update your shipping address, please contact us as soon as possible. If your order hasn’t been dispatched yet, we’ll do our best to update it for you.
What should I do if I entered the wrong order details?
If you’ve made a mistake with your order details, such as the size or type of item, please contact us within 24 hours of placing your order. We’ll do our best to help, but changes cannot be guaranteed after this period.
Do you include invoices or receipts in the package?
Yes, we include printed invoices or receipts in our packages. Your purchase receipt can always be accessed through your account page.
Enquiry
Product care instructions
We recommend cleaning your items with water only. Avoid using any chemical cleaners, surface sprays, or alcohol-based products to maintain their quality and longevity.
Do you do gift wrapping and packaging?
At CottonKoko, we take pride in delivering a delightful unboxing experience. Each item is beautifully packaged, with special freebies tailored to your purchase. If you have specific requests, such as gift wrapping or including a heartfelt note, feel free to reach out to us.
You can also check out our social media for photos and videos of our packaging process.
Do you do custom and personalised orders?
Yes, we offer custom or personalised orders.
If you have specific requests or ideas, feel free to contact us, and we’ll see if we can accommodate your needs in the future.
Need More Help?
We’re here to help. If you couldn’t find the information you were looking for, please reach out to us directly. Our team is eager to assist you.