Privacy & Cookie policy
BUSINESS PRIVACY POLICY
This privacy policy sets out how Koko Bay uses and protects any information that you give us when you use this website.
Koko Bay is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
Koko Bay may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.
WHAT WE COLLECT
We may collect the following information:
· Your name & address
· contact information including email address
· demographic information such as postcode, preferences and interests
· other information relevant to customer surveys and/or offers
WHAT WE DO WITH THE INFORMATION WE GATHER
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
· Internal record keeping.
· We may use the information to improve our products and services.
· We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
· From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.
SECURITY
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
LINKS TO OTHER WEBSITES
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
CONTROLLING YOUR PERSONAL INFORMATION
You may choose to restrict the collection or use of your personal information in the following ways:
· whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
· if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us at info@kokobay.co.uk
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
We will promptly correct any information found to be incorrect
HOW WE USE COOKIES
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
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 is correctly spelt 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 Next Day delivery may not be available.
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, 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.
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.
Please note we do NOT send email confirmations to say your return has reached us; you will only receive one to say your refund has been processed at the time of processing. Please do not email to ask us if we have received your return as this will slow down the process of you receiving your refund.
If it has been over 14 working day since your item was received by us then please contact us via email.
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.