Refunds and cancellations

Damaged, leaking or wrong items

If your order arrives damaged, leaking or wrong, email support@kokoko.shop within 48 hours of delivery with your order number and photos of the item and the packaging. Please keep the packaging until we reply, as we may ask for more photos.

After checking your photos, we will replace the item at no cost, or refund it if we think that is fairer. A replacement follows the usual delivery times.

Missing items

If something in your order is missing, email us within 48 hours of delivery. We will check with the courier and our packing record, then send the item or refund it.

Cancellations

Orders cannot be cancelled once they are paid for, because we start preparing and packing them straight away.

If you entered a wrong address or phone number, email us as soon as possible. We will correct it if the order has not been dispatched yet.

Returns

For food safety, we cannot take back food once it has been delivered, including unopened packs. Damaged, leaking or wrong items are covered above.

Refunds

When we refund an item, the money goes back to the payment method you used. It usually reaches you in 5–7 business days, depending on your bank.

If we cannot fulfil an order for any reason, we refund the full amount, including delivery.

Claims we may refuse

We may refuse claims that look like misuse, such as repeated claims or claims without photos.