Delivery FAQs
Answer:
KOKOPRIME provides multiple delivery options to meet your needs, including standard shipping for everyday orders and expedited shipping for urgent deliveries. We work with reliable courier partners to ensure your package is handled with care. In addition, free standard delivery is available on eligible UK orders.
Answer:
Delivery times vary based on your location and the selected shipping method. For standard deliveries within the UK, you can expect your order to arrive within 3–5 business days. Expedited services may reduce this timeframe, while international shipments may require additional time due to customs and local postal services.
Answer:
Yes, we do offer international shipping. However, please note that delivery times and fees vary by destination. International customers are responsible for any additional shipping costs, and any returns may incur extra charges unless the item is defective or the error is on our part.
Answer:
Absolutely. Once your order has been dispatched, you will receive an email containing a tracking number. You can use this number on our courier partner’s website or check your order status by logging into your KOKOPRIME account to monitor the progress of your delivery in real time.
Payment FAQs
Answer:
We accept a range of secure payment methods, including major credit and debit cards, PayPal, and other trusted third-party payment platforms. This variety ensures a smooth checkout process, regardless of your preferred payment option.
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Yes, your security is our top priority. We use advanced SSL/TLS encryption protocols to protect all transactions. Additionally, complete credit card details are processed directly by our third-party payment partners, so we do not store sensitive payment information on our servers.
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Your payment is processed immediately at the time of purchase. Once the payment is confirmed, your order moves swiftly into the fulfillment process. If any issues arise during the payment process, our customer service team is ready to assist you promptly.
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KOKOPRIME is committed to transparent pricing. There are typically no additional fees for using our standard payment methods. Any processing fees charged by third-party providers will be clearly outlined during the checkout process, ensuring you are fully informed before completing your purchase.
Refund & Returns FAQ
Answer:
Once your order is placed, you will receive a confirmation email. When your order ships, a tracking number is provided so you can monitor its progress online. Additionally, you can log in to your KOKOPRIME account at any time to view up-to-date order details and tracking information.
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Orders can be canceled or modified only before they have been processed for shipment. If you need to make any changes, please contact our customer service team immediately. Once an order is dispatched, modifications or cancellations may no longer be possible.
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Our refund policy is designed to be straightforward and customer-friendly. You can request a refund within 30 days of receiving your order, with an extended return window available for holiday purchases. Items must be returned in their original condition and packaging. Once your return is received and inspected, refunds are processed within 7–10 business days to your original payment method.
Answer:
To return an item, please contact our customer service team with your order number, details about the item, and the reason for the return. For eligible UK orders, we provide a prepaid return label. Once the returned item is inspected and approved, we will process your refund promptly. For international orders, return shipping costs may apply unless the return is due to a defect or our error.
Gift Cards and Vouchers
Answer:
Gift cards can be purchased directly from our website and are available in various denominations. To redeem your gift card, simply enter the unique code during checkout in the designated field. The card’s balance will be automatically deducted from your order total. Please note that gift cards are non-refundable and subject to our standard terms and conditions.
Yes, you can combine your gift card with other discounts or vouchers where applicable. Typically, any eligible promotional code or voucher will be applied to your order first, and the remaining balance can then be covered by your gift card. Please review the specific terms and conditions for each offer, as some restrictions may apply.
Answer:
Gift cards are treated as cash equivalents and, unless registered, cannot be replaced if lost or stolen. We highly recommend registering your gift card details on our website at the time of purchase for added security. If your gift card is lost or stolen and it has been registered, please contact our customer support immediately for verification and assistance. However, replacement is subject to our verification process and discretion.
Generally, our standard gift cards do not expire and do not incur any additional fees. However, certain promotional vouchers may have a limited validity period or specific terms attached. We encourage you to review the individual terms and conditions provided with your gift card or voucher for details on expiration dates and any applicable restrictions.