Help & Support
We deliver worldwide, with shipping fees varying by location.
For the UK, EU and US, shipping costs £9.70 (free for orders over £50).
For all other countries, shipping is a flat rate of £19.70, and free for orders over £100.
Delivery times can vary. Typically, it could take up to 10 days when shipping to UK, EU and US.
Customers in the rest of the world should expect to receive their orders within 15-20 working days at most. Read more here.
Yes, you can deliver to a different address. During the payment process, you’ll find a checkbox option to ship to a different address.
You can enter the alternate shipping address on the payment page.
No, we do not offer gift-wrapping services.
We accept all major credit cards, including American Express, China UnionPay (CUP), Discover & Diners Club, eftpos Australia, Japan Credit Bureau (JCB), Mastercard, and Visa via the Stripe payment gateway.
We do not store any card details at any time.
No, we do not offer bulk discounts. However, customers can utilise Kookies earned from their first purchase to receive a 7% discount on their second purchase, and this discount can be applied serially to all subsequent purchases.
This means every purchase after the first one can be discounted, effectively serialising the discounts on all purchases by using your Kookies at checkout.
Kookies are points that offer registered users savings at checkout.
You earn Kookies when you:
- Register an account (100)
- Make your first purchase (250)
- Daily login (2)
- Product Review (up to 100)
- Purchase anything (6%).
Shoppers can use up to a maximum of £50 in Kookies at checkout and £25 per product.
Points expire after 365 days.
Yes, we do offer a referral programme. Referees are awarded a 10% referral payout on all sales generated through their referral link. Read more here.
The “Grab 20% OFF Your First Order” discount coupon code is redeemable on any basket size at any total price. However, the code is not eligible for products on sale, nor is it redeemable when other discount codes are being applied at the same time.
We understand that finding the perfect fit is important, so we’re happy to offer a one-time exchange for a different size if the fit isn’t right. However, please note that we can only accommodate a size change once per footwear purchase. If the requested size is no longer available, we can credit your account with the full purchase value in Kookies, which can be used towards future purchases at KoKo Royale, once the product has been returned to us.
Refunds are only available if the product you received is faulty or defective. For all other situations, including sizing issues, we offer exchanges or credit in Kookies, which can be redeemed for future purchases at KoKo Royale. If you believe your item qualifies for a refund, please submit a support ticket, and we’ll be happy to assist you
Helpdesk
Please submit a new support ticket or view the status of your existing support ticket by clicking one of the buttons below.