Returns and Refunds
Order Cancellations & Changes: We are unable to cancel or change ANY order placed for any reason. If eligible, you are welcome to return your item once you receive it.
Promo Codes: All promo codes, gift cards, or store credit must be used at the time of order placement. We can NOT adjust an order once it's been placed.
COVID-19 UPDATE: Refunds are taking longer than normal processing times. We appreciate your patience as we all work together during this difficult time. You will receive your return label via email by the link below. You can print it at home, and give to your local mailman or drop off at your local USPS box to return back to us.
Our policy lasts 14 days. If 14 days have gone by since you received the items, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused, unwashed in the same condition that you received it. It must also be in the original packaging.
There are no refunds on personalized orders unless, Koko Threads has made a mistake with the Personalization of your item.
Several types of goods are exempt from being returned. Custom or personalized goods such as monogrammed items, custom names are non-returnable.
International Returns: Due to the high cost of shipping for our customers, all international purchases are FINAL SALE.
Cancellations on Personalized Items: All personalized items or items labeled Special Order Item is sent into production immediately. PLEASE NOTE: we can NOT cancel or change custom or personalized orders after the order has been placed as those items go straight in to printing and production. Please make sure you check your spelling carefully and select the correct item when placing these orders.
There are certain situations where a 15% restocking fee may be applied to your refund or exchange:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
LATE OR MISSING REFUNDS
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at lane.kalymina@gmail.com.
SALE ITEMS
Only regular priced items may be refunded, unfortunately, sale items (items with the original price marked out) cannot be refunded and are not eligible for return.
EXCHANGES
We only replace items if they are defective or damaged and cannot be repaired. If you need to exchange it for the same item, send us an email at hello@KokoThreads.com.
We do not accept exchanges after the item has left our warehouse.
SHIPPING
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, we strongly encourage you to consider using a trackable shipping service or purchasing shipping insurance. Koko Threads is not responsible for items damaged or lost in transit.