Returns information
Return Policy
We operate a 14 day returns period. All eligible items must be returned within 14 days of receipt. Returns attempted outside of this 14 day period will be denied and returned to customer.
Please click below to print your form (works best from a laptop/computer) or email us.
A returns form must be included when returning any item(s). If you cannot print this please include a piece of paper with your name, order number, item(s) being returned and reason code.
Returned items are your responsibility until they reach us, so make sure they're packed up securely and can't get damaged on the way! Please return your item using a signed for or tracked service as we are not responsible for your parcel getting lost en route to us. Please keep your proof of postage until you receive your refund.
We're not responsible for any items that are returned to us by mistake. If we're able to locate them (which is not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
At this time, all returned items will be provided with a store credit only if the field is left blank. This does not affect your statutary rights.
Once we receive your return it can take up to 14 working days to action.
Once we have actioned the return you will then receive a notification via email that your return has been processed and your credit note code will be sent to you.
Please be aware that customers are responsible for the cost of returns, and our postage charge is non-refundable.
We will gladly accept a return of, unworn, unwashed, unmarked, unaltered, and undamaged merchandise from UK customers only. We only currently accept returns from within the United Kingdom due to customs charges.
Please take care when trying on your new items, any damage such as (but not limited to): makeup stains / washed items / deodorant / perfume / pet hairs / stains / spills / discolouration / tampered tags / general wear and tear will be refused and your order will be sent back to you.
If swimwear is sent back marked or dirty, it will be immediately refused and returned back to you.
We reserve the right to refuse and return if items are not returned in a saleable condition or are damaged, or we believe they have been tampered with.
We cannot accept returns for any jewellery, accessories e.g hats & caps, or underwear, due to hygiene reasons.
Store Credit:
Returned items will be provided with a store credit. If discounts were applied at checkout the credit note value will reflect the discounts used.
You may place an new order for your desired item using the store credit code you will be provided.
Store credit will be provided in the form of a code sent to the email address provided at the time of the origional order.
Store credit can only be used online at our website, www.kokobay.co.uk.
Store credit cannot be transferred to another person or account. Store credit may not be purchased and is only provided when previously purchased items have been returned and you have been issued "Store Credit" as a refund method.
Any purchase amounts that exceed the value of the Store Credit will require an additional method of payment for the remaining balance due. Return shipping fees may apply for all store credits issued.
Store credit is provided in Great British Pounds (GBP) and expires 1 year after it was first created.
Please note when re-ordering you cannot use any store discounts if you are using a credit note code.
To request a refund this must be stated on your returns form, or you will automatically be issued store credit.
Faulty Items:
If you believe you have recieved a faulty item, please contact us before sending the item back:
info@kokobay.co.uk
To ensure quality control, all orders are carefully inspected by two different staff members before dispatch. All orders claimed as being faulty will be inspected by two staff members for any forcible damage/tampering made to the item. Any removed labels, makeup stains, or signs of tampering, will void any refund.
Faulty items will be replaced and sent back out to you at no extra cost, and your return shipping will be refunded back to you.
Need help?
Frequently Asked Questions
Orders
Not to worry, it may just be the case that the email has gone into your junk folder, so please check there. If you still can't find it, email us (info@kokobay.co.uk) with the full name you used to place your order we can check it from our end and issue you with an order number, and resend your tracking code if it has already been dispatched.
Please double check your email when entering it at checkout as this may also be the cause.
Once you've placed your order, you will land on a confirmation page which will contain your order number. This info will also be emailed to you (please note this can take up to 30 minutes to arrive in your inbox.) Once your order has been processed by our team and dispatched you will receive a 2nd email with the tracking to let you know that your order is on its way to you.
Please contact us ASAP by email (info@kokobay.co.uk) and tell us your order number, name and the issue and we will do our best to help provided the order has not already been dispatched.
Unfortunately if this is not done instantly we can't change it as orders are processed straight away.
Please note: we cannot guarantee modifications before dispatch.
Once you have placed an order you will shortly receive a confirmation email containing the tracking code.
To ensure that this goes into your inbox please add info@kokobay.co.uk to your contacts, otherwise your confirmation email may end up in your junk/spam folder. If you still have not received your order confirmation email please contact us.
We're sorry to hear that you've received an incorrect or faulty item. So we can get this sorted for you, please drop us a message with the following info:
Your name
Your order number
Product name (this can be found on your order confirmation email)
Picture of the fault / incorrect item
delivery
Yes! Our international delivery varies in price from country to country, please select your country at checkout for accurate prices.
More info can be found on our Shipping & Returns page.
UK:
Standard shipping (£2.99) - 3-5 working days. Orders do not get dispatched on weekends, only Monday-Friday, however still get delivered on Saturdays.
Express shipping (£3.99) - 1-3 working days. Order before 12pm for same day dispatch. Orders after 12pm will be dispatched the next working day. Orders do not get delivered/dispatched on weekends.
Evri next day delivery (£5.99) - order before 12pm for same day dispatch. Anything ordered after 12pm will be dispatched the following day. Please note anything ordered after 12pm Friday will be dispatched the following Monday (or Tuesday if it is bank holiday).
Royal Mail next day delivery (£7.99) - order before 3pm for same day dispatch.
Rest of the world:
Standard shipping (price dependant on destination) - delivery aim 8-15 working days. Please note however that once the parcel has left the UK we can no longer be responsible for it.
We ship using Evri and Royal Mail.
Please note the following restrictions apply:
We cannot offer Next Day delivery to the Scottish Islands, Scottish Highlands, Channel Isles, Isle of Man, Isle of Wight, Scilly Isles, Cornwall, Jersey, Guernsey, Kilmarnock and Perth areas and certain areas in England.
You can find our full list of postcode exclusions here.
Please note it is your responsibility to order with the correct shipping service and we will not be liable for late deliveries on postcode exclusions.
During busy periods or sale periods we occasionally switch off the option for Next Day Delivery.
If NDD is not available please email us on info@kokobay.co.uk
Depending on the value of your order, your parcel may or may not be charged customs or import duties. If your parcel is charged, it is up to the person receiving the parcel to cover these costs. Unfortunately, these charges are out of our hands, and vary widely from country to country, so we're unable to predict what your particular charges may be. For more accurate information, we would suggest getting in touch with your local customs office so you're not surprised if there are any unexpected delivery charges at your end.
returns
Our returns forms are available on site, please find all returns information here.
Fill in the form for each item you are returning, along with your name, order number and date received.
Re-pack the item in the bag with labels and tags still attached (you can reuse our bags to make this easier). Our returns address is in the top right corner simply cut and stick this onto the parcel.
We advise our customers to use a tracked service to return any parcels and obtain proof of postage as we will not be held liable for missing parcels.
You will be issued with a CREDIT NOTE for the total price you bought each returned item. If discounts were applied the credit note value will reflect the discounts used. Please note you cannot use a discount code when repurchasing with a credit note.
Click here for the returns sheet.
You can find our returns form here.
Returns can take up to 14 working days to process. Please note that this does not include weekends or bank holidays.
If it has been over this time since your item was recieved back please contact us.
Due to us being a small business we can't yet offer free returns, so at present you as a customer have to cover return postage.
product & stock
Any new drops and restock dates will be announced on our Instagram page @kokobayuk.
In the meantime, we recommend signing up for restock notifications so that you get notified once the item comes back in stock as sizes may appear as we process returns. You can do this by going onto the specific product page, clicking the size you want and then clicking “notify when available”.and filling out the relevant information.
On the right hand side of every product page which contains an out of stock size, you will see a black bar which says 'notify when available'.
Select the size you are after, click 'notify when available' and fill out you email/number.
When that product/sizes comes back into stock, you wll recieve an email/SMS message informing you that it's back with a link to click through to the selected product.
We aim to launch new products every week/every couple of weeks!
As a small business we tend to do more regular small drops, rather than one big drop - you can keep up to date with this on our instagram page where we share upcoming drops!
promotions & discounts
Yes, you can sign up to our mailing list for 15% off your first order!
We're constantly looking for new people to collaborate with. Please check our our collaborations page for more info on how to do this.
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