Enter your order number, choose what you are sending back, then post to our address or drop off at InPost. We email you when the parcel arrives; refund within 5–10 working days.
Return Policy
All eligible items must be returned within 14 days of receipt. Your return label must be created and used within this 14-day window. Labels created but not used within this timeframe will be rejected.
For customers within the United Kingdom, returns can now be sent using our InPost returns service for added convenience. Please note that a £3.99 returns fee will be deducted from your refund total when using this service.
We will gladly accept a return of, unworn, unwashed, unmarked, unaltered, and undamaged merchandise from UK customers only. 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. Please keep underwear on when trying swimwear.
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. Should an item be returned in an unacceptable condition, we will notify you by email. If no response is received within 72 hours, the item will be returned to the original shipping address.
Please include the original order sheet from your delivery with your return so we can identify whose return it is.
Customers outside of the United Kingdom must arrange and pay for their own return postage using a tracked or signed-for service, as we do not currently provide international return labels. Any customs charges incurred on international returns will be deducted from the final refund amount.
We're not responsible for any items returned to us by mistake. If we're able to locate them (which cannot be guaranteed) and you'd like them returned, you may be required to cover the cost of redelivery.
You will receive an email confirmation once your return has reached us.
Refunds are processed manually. Please allow up to 14 business days from the date your return reaches our warehouse for it to be actioned. Sending multiple messages during this processing time may inadvertently delay our response time by moving your message in the queue as we reply to emails in a chronological order.
Our business hours are Monday to Friday, 9am–5pm GMT. We aim to respond to all customer queries within 48 business hours. Weekends and bank holidays are excluded.
Please note that original shipping costs are non-refundable.
If the value of your return exceeds £300 you will be charged a 5% handing fee. This will be deducted from your total refund amount.
Items returned outside of our returns portal remain your responsibility until they reach us. We recommend using a tracked or signed-for service and keeping proof of postage until your refund has been processed.
Faulty Items:
If you believe you have recieved a faulty item, please contact us before sending the item back on: info@kokobay.co.uk with your name, a description of the fault, and a photo.
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 intentional or forcible damage 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.
Start A Return
Complete your return online
Enter your order number, choose what you are sending back, then drop off at InPost or post to our address. We email you when the parcel arrives; refunds are usually processed within 5–10 working days after we receive the items.
START MY RETURNUK returns
- Enter your order number and the email address used on the order, then select the item(s) you wish to return.
- Pack your return securely in suitable packaging (use original packaging and keep tags attached where possible) before you drop off.
- After submitting the form, press the InPost Returns button to find your nearest InPost Locker or Shop.
- InPost will then email you a QR code to use at the locker — no printing required.
- Once your parcel has been received and is being processed, we'll send you an email update.
Returns from outside the UK
- Enter your order number, the email on the order, and load your items.
- Tick the items you are returning. You must choose a return reason for each selected item.
- Put the original A4 paper from your delivery inside the parcel with your items. If you no longer have it, write your order number clearly on a slip of paper and place that inside the parcel instead.
- Submit the form, then post your return to the address below (use a tracked or signed-for service and keep your proof of postage).
- We will email you once your return is being processed.
Check before you seal the box
- The item(s) you are returning
- The original A4 order sheet, or a clear written reference to your order number
Need help?
Frequently Asked Questions
Orders
I've placed an order but had no email confirmation yet money has left my bank?
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 is correctly spelt when entering it at checkout as this may also be the cause.
How do I know you have received my order?
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.
I entered the wrong address/wrong size when placing an order, can I change it?
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.
How do I track my order?
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.
What should I do if I recieve an incorrect/faulty item?
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
Do you ship worldwide?
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.
How long will my item take to get to me?
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.
Next day delivery / express delivery - postcode exclusions
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.
I can't see next day delivery at checkout?
During busy periods or sale periods Next Day delivery may not be available.
Do I need to pay customs charges for international orders?
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
How do I return an item?
Fill in the form for each item you are returning, along with your name, email, order number and date posted back. This can either be done by printing the form out, or writing it out if you don't have access to a printer.
Re-pack the item in the bag with labels and tags still attached (you can reuse our bags to be more environmentally friendly).
We advise you to use a tracked service to return any parcels and obtain proof of postage as we will not be held liable for missing parcels.
A refund will be issued for items returned to us in a resaleable condition. If discounts were applied the refund value will reflect the discounts used.
Where can I find your returns form?
You can find our returns form here.
I've sent my item back but have not heard anything back yet?
You will receive an email confirmation once your return has reached us.
Refunds are processed manually. Please allow up to 14 business days from the date your return reaches our warehouse for it to be actioned. Weekends and bank holidays are excluded.
If it has been over 14 business days since your return reached our warehouse then please contact us via email.
Do I have to pay postage to return an item?
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
When is your next restock?
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.
How do back in stock notifications work?
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.
How often do you launch new products?
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
Is there a discount code I can use for my first order?
Yes, you can sign up to our mailing list for 15% off your first order!
I want to collab with you guys - how do I get in touch?
We're constantly looking for new people to collaborate with. Please check our our collaborations page for more info on how to do this.