Shipping policy

Shipping Policy — Kokoon

Last updated: 22 June 2026

 

At Kokoon, we work with trusted shipping partners to get your order to you safely. Please read the details below so you know what to expect.

If you have any questions about your order, email us at info@kokoonrest.com — we usually reply within 24 hours on business days. Please contact us before opening a dispute with your bank — we can almost always resolve things faster directly.

 

 

1. Processing time & Shipping

All orders go through an internal processing time of 1–3 business days before being handed to the carrier. Processing covers picking, quality control, packing, and order administration.

  • Processing time is counted from the next business day after your order is placed.

  • Orders placed on weekends or public holidays begin processing the next business day.

After processing, your order is handed to the carrier. Estimated delivery time is 7–10 business days, depending on destination and carrier load.

Delivery times are estimates, not guarantees, and may vary due to destination, customs processing, peak periods, or carrier delays.

 

 

1. Tracking & delivery confirmation

Once your order ships, you'll receive a confirmation email with a tracking number and link. Tracking information serves as confirmation that your order is in transit. We'll keep you updated on the progress of your delivery by email.

 

 

2. Carrier responsibility & delays

Once your parcel is handed to the carrier, responsibility for the physical delivery passes to them. We cannot control:

  • carrier queues, capacity issues, or internal delays;

  • delays caused by peak season, severe weather, strikes, customs inspections, or other external factors;

  • routing, transfers, or sorting processes carried out by the carrier.

These circumstances are outside our control and are not normally grounds for a free cancellation or refund — but they do not affect your statutory consumer rights. If a confirmed delay exceeds the stated delivery time, contact us at info@kokoonrest.com and we'll help with tracking and liaise with the carrier.

 

 

3. Your responsibilities as the customer

To help your order arrive smoothly, you are responsible for:

  • providing a correct and complete delivery address at checkout;

  • tracking your shipment and following its progress;

  • being available for delivery and any carrier notifications.

We are not responsible for delays or failed deliveries caused by an incorrect or incomplete address.

 

 

4. Uncollected or refused parcels

Parcels that are not collected, or that are refused at delivery, are treated as a cancellation of the order. In such cases, the customer is responsible for the actual return shipping cost and any associated handling charges, which may be deducted from any refund.

 

 

5. Customs, duties & import taxes (international orders)

For international deliveries, customs duties, VAT/import taxes, or other charges may apply. These are set by the authorities or carrier in the destination country and are outside our control. As the recipient, you are considered the importer of record and are responsible for paying these charges. Customs delays are likewise beyond our control and are not grounds for a refund or chargeback.

 

 

6. Missing, damaged, or not-received items

  • Claims for missing or damaged items must be reported within [14] days of delivery, with supporting documentation including photos and your order details.

  • Packaging damage alone does not qualify for a refund or replacement if the product itself is intact.

  • If tracking shows an order as "Delivered," responsibility passes to the recipient. In that case, you must file a claim with the carrier and provide proof of loss; claims submitted more than [7] days after the "Delivered" status are not eligible.

Approved damage or loss claims are handled in line with applicable consumer law.

 

 

7. Lost parcels

If the carrier officially classifies your parcel as lost, we'll offer either a replacement or a refund, depending on the situation.

 

 

8. Order changes & cancellations

Requests to change or cancel an order must be submitted within [12] hours of purchase. Once processing or shipping has begun, changes or cancellations may no longer be possible, and shipped orders cannot be cancelled in transit. (This does not affect your statutory right to cancel after delivery — see our [Returns & Refund Policy].)

 

 

9. Chargebacks

To protect both customers and our business, we keep documentation of order confirmation, processing, carrier hand-off, and delivery status. This record is used to resolve queries and to dispute incorrect chargebacks.

Chargebacks are not intended as a method for cancellation, uncollected parcels, or delays caused by the carrier. Please contact us first — we can almost always resolve the issue faster than a bank dispute.

 

 

10. Force majeure

We are not responsible for delivery delays caused by circumstances beyond our control, including but not limited to natural disasters, war or government action, major technical or system disruptions, labour disputes, and unforeseen carrier capacity issues.

 

 

11. Contact

Questions about your delivery? Email info@kokoonrest.com — we aim to reply within 24 hours on business days.

By placing an order with Kokoon, you acknowledge and accept the terms of this Shipping Policy. This policy does not affect your statutory consumer rights.