Terms & Conditions

User Account

For safety and security, each customer is allowed to create only one registered account by default. For customers who attempt to create several accounts, we reserve the right to suspend accounts without further notice.

Ordering

Whilst all efforts are made to ensure accuracy of product descriptions, specifications, and pricing, there may be occasions where errors arise. Should such a situation occur, KoKo Royale cannot accept your order. In the event of a mistake, you will be contacted with a full explanation and a corrected offer. The information displayed is considered as an invitation to treat, not as a confirmed offer for sale. The contract is confirmed upon the supply of goods.

Given the popularity and/or supply constraints of some of our products, KoKo Royale may have to limit the number of products available for purchase. KoKo Royale reserves the right to change quantities available for purchase at any time, even after you place an order.

Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics company. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer.

Handbag Stock and Substitution Policy

If a customer purchases a handbag and we no longer have that specific handbag in stock, we will send the larger version of the handbag at no additional cost. We will attempt to contact the customer by either and/or email, phone, and text message using the contact email address and phone number provided during the purchase process to confirm this discounted offer. If we do not receive a response from the customer within five (5) days, we will assume that the customer agrees to the discounted offer for the larger version. Consequently, we reserve the right to dispatch the larger version of the same handbag.

Customers are given five (5) days from the date of our first contact attempt to cancel the order and request a refund. Under no circumstance will this time period be extended. It is the sole responsibility of the customer to check their messages and/or answer the calls received. No returns or refunds will be accepted on the grounds that a larger size was sent. All other existing return conditions apply.

Reach us anytime via Help & Support.

Order Cancellation

Customers can cancel their order at any time prior to shipping; please contact us via Help & Support. However, once the order has been completed and dispatched, the order cannot be cancelled, changed, or refunded. Upon receipt of the package, our Exchange and Return policy comes into effect.

Shipping and Delivery

Shipping (“ships in”) times displayed on KoKo Royale refer to the estimated time it takes for packages to leave our hands. Since the actual delivery of your order can be impacted by many events beyond KoKo Royale’s control once it leaves our facilities, KoKo Royale cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery.

There may be occasions when KoKo Royale confirms your order but subsequently learns that it cannot supply the ordered product. In the event we cannot supply a product you ordered in a timely fashion, KoKo Royale will contact customers and offer to cancel the order and refund purchase prices in full.

We try to make the delivery process as simple as possible and we are able to send your order either to your home or to your workplace. Express shipments can only be delivered to physical addresses.

Shipping and delivery times are calculated in working days from Monday to Friday. In the case of major holidays such as Christmas, please allow extra delivery time. During those special occasions, we will provide notices to reflect possible delays.

Customers are responsible for providing complete and accurate shipping addresses. KoKo Royale cannot make changes to your shipping address once a package has been shipped, and KoKo Royale is not liable for packages lost due to incomplete or inaccurate addresses.

All orders reported as “delivered” by shipping companies are considered delivered. KoKo Royale cannot be made liable for non-delivery in this case.

Any product returned found not to be faulty, damaged or defective in any way can be refunded in-kind with Kookies, within the time stated above. Kookies can then be used to apply a discount to their next product purchase. Goods found to be tampered with by the customer will not be replaced but returned at the customer’s own expense.

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.

By default, the refund amount cannot exceed the original order amount paid to KoKo Royale.

Non-Returnable

Refunds will only be issued for faulty or defective products. Returns for incorrect sizing will be credited in Kookies upon return.

Incorrect/Damaged Goods

We try very hard to ensure that you receive your order in pristine condition. If you do not receive the products ordered, please contact us. In the unlikely event that the product arrives damaged or faulty, please contact us immediately.

Product Descriptions

While we try in good faith to be as accurate as possible, we do not warrant that product descriptions or other content is accurate, complete, reliable, or error-free. From time to time, there may be information on KoKo Royale that contains typographical errors, inaccuracies, or omissions that may relate to product descriptions, pricing, and availability.

We reserve the right to correct any errors, inaccuracies, or omissions and to change or update information at any time without prior notice. If a key product specification is changed after you place an order or within seven days of delivery, you can cancel and return the order for a full refund.

Prices

Prices and availability of items are subject to change without notice. The prices do not include import tax and duties, should your package become examined and deemed taxable by your local customs. Payment of these is the responsibility of the buyer.

Privacy Notice

Any subscription on the registration page is checked by default. KoKo Royale respects customer privacy. Please read about our privacy policy here: Privacy Policy.

Customer Conduct

Although KoKo Royale will always strive to resolve issues to the satisfaction of the customer in a professional, courteous, and friendly fashion, we will not tolerate any unacceptable or unreasonable behaviour towards our Customer Service Team members.

Unacceptable behaviour directed towards Customer Service staff or KoKo Royale may, for example, include any of the following:

• Aggressive, abusive, and threatening behaviour.
• Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed; similarly, repeating complaints persistently despite reasonable and fair solutions being offered in accordance with our policies.
• Excessive number of complaints compared to the total purchase value history.

For such behaviour, complainants may be advised and formally notified of the following:

• Their language is considered offensive, abusive, threatening, and wholly unacceptable.
• They must refrain from using such language, intimidation, and threats.
• There will be no further exchange of correspondence on the matter if they persist with this behaviour.

KoKo Royale reserves the right to no longer accept orders from the customer in the future without further notice.

Conditions Of Use

Copyrights

Content included on the site such as text, graphics, logos, buttons, icons, images, audio clips, digital downloads, and software are owned by KoKo Royale or the respective product Brands and are protected by international copyright laws.

License and Site Access

KoKo Royale grants you a limited license to access and make personal use of this site. This license does not include any forms of commercial use of this site or its contents, any collection and use of any products, any collection and use of any product listings, descriptions, or prices, any derivative use of this site or its contents, any downloading or copying of account information for the benefit of another merchant, or any use of data mining, robots, or similar data gathering and extraction tools. This site may not be reproduced, duplicated, copied, sold, resold, or otherwise exploited for any interest without express written consent from KoKo Royale.

Effective as of December 20, 2022