TERMS & CONDITIONS
By placing an order with Koko Bay you agreeing to our terms and conditions.
You can review the most current version of the Terms of Service at any time at this page.
Last updated 14/11/2021
Contract of sale:
All orders are subject to availability and confirmation of the order price.
We do not offer refunds or exchanges on any of our products, this is a legal agreement when purchasing from Koko Bay.
All sales are final, once payment is received orders cannot be cancelled or amended.
Products with any manufacturing faults may be returned at owners discretion, all orders returned for being faulty will be checked carefully for any tampering by our packaging/returns team.
A breach or violation of any of the Terms will result in an immediate termination of your Services
We are not responsible if information made available on this site is not accurate, complete or current.
Our site pages will guide you through the steps you need to take to successfully place your order. This process allows you to check and amend any errors before submitting your final order. Please take the time to check the details of your order at each page of the order process and before clicking “Confirm and Pay”, as you will not be able to make any changes to your order after this point.
After you place an order by clicking 'Confirm and Pay', you will receive an e-mail from us to the address you provided acknowledging that we have received your order. We will then send you a further email to confirm that the items have been despatched.
Prices for our products are subject to change without notice. These changes will not affect orders that have already been placed.
All descriptions of products or product pricing are subject to change at any time without notice, at the sole discretion of us.
We shall not be liable to you/any third-party for any modification, price change, suspension or discontinuance of the service.
The price of an item includes VAT however does not include any delivery charges. You will be provided with details of our delivery charges during the order process. You can also see our delivery options and charges on our Delivery options page.
Please note that items are subject to our availability. If an item is mistakenly out of stock for any unforeseen reason we will notify you as soon as possible and you will be refunded where we have already taken payment.
The images of items on our site are for illustrative purposes only. We have made every effort to display as accurately as possible the colours and images of our products. We cannot guarantee that your computer monitor's display accurately reflects the colour of the item. Your items may vary slightly from those images.
We reserve the right to limit the quantities of any products that we offer.
We reserve the right to limit or prohibit orders that, in our sole judgement, appear to be placed by dealers, resellers or distributors.
We reserve the right to discontinue any product at any time.
We reserve the right to refuse an order for example if we are unable to obtain authorisation of payment, if there is an error in the product information including price or promotion or if we suspect any fraudulent activity. If we are unable to supply you with an item in these circumstances we will inform you of this by email.
You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
Occasionally there may be information on our site or in the Service that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing, promotions, offers, product shipping charges, transit times and availability. We reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order).
Our products are shipped from the United Kingdom. If our goods are shipped to a location outside of the European Union, local sales taxes may be payable when the goods are received by you. The cost of any sales taxes payable in your country/state are not included in the price stated and you will be liable to meet these costs directly, if they are applied. Different sales tax rates apply depending upon the country/state in which you are located.
Exclusions apply. See individual items for details.
Discounts do not apply to delivery charges.
Registered in the UK - 11364020
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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