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Checkout Discounts with Kookies

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Kookies are points that save you 6% against your KoKo Royale shopping.

  • Get Kookies back for every purchase made.
  • Minimum redemption of 100 Kookies (£1) at checkout.
  • Maximum of 50 GBP in Kookies can be redeemed per checkout.

Check your Kookies balance here. * Kookies are non-refundable points and have no value for any other purpose than to apply against purchases at kokoroyale.com and may be withdrawn or voided at our discretion. Maximum value redeemable using points is £25 per product.

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Shipping & Returns

Order Processing Time

After we receive your order, we conduct quality control checks and testing in order to ensure the product’s quality prior to shipment. The processing time varies depending on the specific product with the average processing time approximately 4 business days; however, it can also be affected by the item’s stock availability. If your order includes popular items that are experiencing a shortage of stock, the order can sometimes take between 5-10 business days to process. If there are any problems with your order, we will immediately get in touch with you.

Note: For orders with more than one item, the processing time will be based on the item with the longest processing time.

Click here to track your delivery using the code provided to you.

Shipping Process

You can track your order here. The tracking service can sometimes take 2-3 days to update it’s database, so please be patient and allow this additional time before having any concerns.

As soon as your goods have been processed through quality control, they will move ahead to the shipping process. We aim to ship your parcel within 7 and 20 days. However, occasionally due to delays with the courier the parcel may be delayed. We apologise for this but will endeavour to pursue the shipping service providers to ensure the delay is shortened. If your parcel has not been delivered please use the tracking code provided, to see where your package is and when it can be expected.

International orders not sent via DHL, UPS or Parcel Force require 5-7 working days for orders to be delivered to the customs agency of the delivery country. We consider this extra time when quoting shipping times, however customs clearance time may vary and is determined by the customs agency of the delivery country. We are unable to guarantee delivery times with parcels sent via the standard shipping service due to the variance of international postal network delivery times.

All international parcels are subject to review by the customs agency of the destination country and the addressee is liable for any additional customs charges which may be incurred. Some of our items are shipped from China. For international shipping please note that the customer is responsible for any import duties, goods and services tax (GST), value added tax (VAT), and customs fees.

It is the customer’s responsibility to ensure that all of the order details are correct which include the correct sizes, colours and styles are selected when checking out. This information cannot be amended or changed once confirmed. It is also the customer’s responsibility to ensure that the complete shipping address is correct which include the complete door number, street name and postcode. We do not hold liability for parcel delivered to addresses incorrectly stated on the order. A collection from the wrong address stated on the order has to be arranged by the customer as we are no longer in possession of the parcel. We would have only followed the instruction initially requested on the parcel.

We suggest that you write a safe place option or a specific delivery request as a signature may not always be required for delivery of the parcel. If there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location. A card may be left to advise this to you, or to confirm that the parcel has been returned to the local depot. You can then contact them to arrange collection or to schedule a new delivery date providing that the service is applicable.

Dependent of your method of payment, you can have your parcel shipped to an alternative address. You must ensure that the full address details are included, such as the company organisation or name. You can use the DELIVER fields during checkout to provide those alternative details such as other specific address information. Use the NOTES for further direction. The billing address must always be the same address as where the card is registered to, otherwise this may prevent an order from going through successfully.

Fast Shipping

Our premium rate Fast Shipping is sent via EMS, UPS or DHL services and takes between 7 and 10 working days to ship to its destination.
Typically your purchase will ship within 7 working days.

Standard Shipping

Standard Shipping is sent via ePacket or China Post Airmail services and takes between 10 and 25 working days to ship to its destination.
Typically your purchase will ship within 20 working days.

Free Shipping

Free shipping is sent via a trackable ePacket or China Post service and takes between 15 and 25 working days to ship to its destination.
Typically your purchase will ship within 20 working days.

Global Shipping Times

Shipping Method Region Shipping Time
(Business Days Estimation )
Flat Rate Shipping United States, Canada 8 – 15
United Kingdom, France, Spain, Germany, Netherlands, Ukraine, Japan, Belgium, Denmark, Finland, Ireland, Norway, Portugal, Sweden, Switzerland 10 – 25
Brazil, Russia, Italy, Argentina, Chile, Mexico 15 – 35
All Other Countries 10 – 25
Priority Direct Mail Israel, Saudi Arabia, United Arab Emirates 3 – 7
Australia 5 – 10
Canada 8 – 15
United States, United Kingdom 7 – 10
France, Italy, Spain, Portugal 7 – 12
Germany 7 – 15
Standard Shipping Russia, Brazil 10 – 25
Latin America (excluding Brazil) 7 – 15
All Other Countries 5 – 8
Expedited Shipping (DHL/UPS) Worldwide (excluding Russia and Brazil) 3 – 7

Returns

If you receive a faulty or defective product, you may return the item to us in its original condition* within 30 days of purchase for a refund. If the wrong size was selected, items can be returned for an exchange in Kookies, which will be equivalent to the item’s purchase value (Kookies usage terms and conditions apply). Refunds are not available for non-defective products. Delivery charge is excluded. Some products are non-returnable; these are clearly marked within the product’s Additional Information tab.

A maximum of £50 in Kookies can be used per checkout, and the maximum redeemable value using points is £25 per product. Kookies are non-refundable and hold no cash value outside of their use on kokoroyale.com. They may be withdrawn or voided at KoKo Royale’s discretion.

Please note:
The item is your responsibility until it reaches us. For your own protection, we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
The cost of returning the item to us is your responsibility and the parcel can take up to 60 working days to be returned to our Warehouse unless sent via special delivery. Please send both the invoice and parcel when returning a product.

*Note: when trying items, please ensure that you are not wearing perfume/aftershave or a deodorant which may leave a scent or marks on the item. We will be unable to accept the return of any item where there is evidence that these instructions have not been followed. The item must be returned in its original packaging with any enclosed documentation. Handle with care and do not apply any unnecessary force. Thank you.

Referral Sale Returns

Please note that any returns or disputes of any kind arising from any transaction completed at any websites other than KoKoRoyale.com must be resolved with the website from which the purchase was made. KoKo Royale takes no responsibility for any transactions conducted on any website(s) affiliated with KoKoRoyale.com. This does not affect your statutory rights.

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