✓ 14-day return window • ✓ Easy process • ✓ Real human support
Hassle-free returns within 14 days, because your skin and your trust matter.
Our return policy
At KOKO, we want you to love every product you order. If something isn't quite right, we're here to help.
You may return unopened, unused products in their original packaging within 14 days of delivery for a full refund.
For hygiene and safety reasons — standard practice in the cosmetics industry — the following items cannot be returned once opened or used:
- Wax pearls (any size or scent)
- Wax warmers, applicators, and spatulas
- Pre and post-care products
- Any item showing signs of use
This policy ensures every KOKO order arrives fresh, sealed, and safe.
How to start a return
Returning a KOKO product is simple. Just follow these three steps:
Step 1 — Contact us
Email us at info@kokowax.com within 14 days of delivery, including:
- Your order number
- The item(s) you'd like to return
- The reason for your return
Step 2 — Wait for confirmation
Our team will review your request and respond within 24 hours with detailed return instructions, including the correct return address and procedure.
Step 3 — Send your return
Once you receive our confirmation, ship your return using a tracked shipping method. We cannot be held responsible for items lost in transit, so tracking is essential.
⚠️ Important: please wait for our confirmation before sending anything back. Returns sent without prior approval may not be accepted or processed.
Refunds
Once we receive and inspect your return, we'll send you an email confirmation within 48 hours.
If your return is approved, your refund will be processed to your original payment method within 5–7 business days. Depending on your bank, it may take an additional 3–5 business days for the refund to appear on your statement.
If you haven't received your refund after 14 business days following our confirmation, please contact us at info@kokowax.com — we'll investigate immediately.
Who pays for return shipping?
Return shipping costs depend on the reason for your return:
| Reason | Who pays? |
|---|---|
| Change of mind / no longer needed | Customer |
| Wrong item received | KOKO covers it |
| Product damaged in transit | KOKO covers it |
| Defective product | KOKO covers it |
We always recommend keeping a copy of your tracking number and shipping receipt until your refund is processed.
Damaged or defective items
We're so sorry — that's not the KOKO experience we want for you.
If your order arrives damaged or defective, please contact us within 48 hours of delivery at info@kokowax.com with:
- Your order number
- A clear photo of the damaged or defective item
- A short description of the issue
Our team will arrange a free replacement or full refund, whichever you prefer. In most cases, you won't need to return the damaged item — we trust you.
What if I had a reaction to the product?
Your safety is our top priority. While our formulas are dermatologist-tested and designed for sensitive skin, every individual reacts differently — which is why we always recommend a patch test 24 hours before first full use.
If you experience an unexpected reaction:
- Stop using the product immediately
- Contact us at info@kokowax.com with your order number, a photo, and a brief description
- Our team reviews these cases on an individual basis and will work with you to find a solution
We treat every case with care, attention, and discretion.
Can I exchange a product?
Yes. If you'd like to exchange an unopened item for a different KOKO product, contact us within 14 days of delivery at info@kokowax.com. We'll guide you through the process and help you find a better match.
Please note: exchanges are subject to product availability. If your preferred item is out of stock, we'll offer you a refund instead.
Final sale items
The following items are considered final sale and cannot be returned or exchanged, except in the case of a defect or quality issue:
- Items purchased during sales or promotions of 30% or more
- Items purchased with a discount code marked as final sale
- Gift cards
- Free items received with a promotion or order
This will always be clearly indicated at the moment of purchase.
Cancelling an order
We process orders quickly to ensure prompt delivery. To request a cancellation, please email us at info@kokowax.com with your order number as soon as possible.
If your order has already been processed or dispatched, we may not be able to cancel it. In that case, you can return your unopened order following the standard return procedure outlined above.
Need help with a return?
Our team is here for you, Monday to Friday. We reply within 24 hours and treat every request with care.