Returns and Claims

1. How can I return my order?

You have the right to return the package within 14 days of receiving it from us. The first step to make a return is to complete the return form and provide the code(s) that best describes the return reason(s). You can download the document HERE. Put the Return Form and the products you wish to return into the bag or box you order was delivered in. Please don’t forget to enclos the Return Form into the package. A package missing the Return Form is difficult to identify and due to the difficulties with identifying a package with the return form missinf the 14-day return period doesn’t apply.

Please remember that the product cannot be used and must have the original label and the seal (the black string with the plastic piece).

2. How much time do I have to return my order?

Our product didn’t win your heart?

Don't worry about it! You can return the product within 14 days of receiving the package. Please remember that the product cannot be used and must have the original label and the seal (the black string with the plastic piece).

3. Is it possible to exchange products?

We do not offer an exchange of products purchased in the online shop. You can however return a product and purchase a new one.

4. Where do I send the return package?

Please send the return package to our address in Poland:

KOKOWORLD Sp. z o.o

Cystersów 21c/14

31-553 Kraków

Please keep the postal receipt. Please remember that the buyer covers the cost of the return shipment. We are not responsible for packages sent to another address. Returns that are delivered to us after the deadline due to an incorrect address will not be processed.

5. Do I also get refunded for the shipment cost when I return my order?

If you return all products from your order, we will refund you the full cost of your order, the shipment cost including. If you return a part of your order, we will only refund you for the returned products. The cost of the return shipment of the products is on you.

6. Do I receive a notification of the receipt of the return package?

Once your return package has entered our storage, we will send you an e-mail with information about the return package and confirmation of its receipt.

7. How long will I be waiting for my money back?

We will refund you within 14 days from the date of delivery of your return shipment. If you do not receive a refund within this period, please contact us (hello@kokoworld.pl). The refund method depends on the payment method you have chosen when placing your order. In case your return was not accepted to be refunded, we will contact you by email.

8. 14 days are gone?

Don't worry! You can still return your order. In this case you will be refunded in the form of a KOKOworld gift card. Please remember that the returned product cannot be used and must have the original label and the seal.

9. I HAVE A COMPLAINT - WHAT NEXT?
Please put the product you want to complaint and the printed and completed complaint form into the parcel and sent to the address:

KOKOWORLD Sp. z o.o

Cystersów 21c/14

31-553 Kraków

Please note that we will not be held responsible for packages sent to another address. Nor the return packages delivered after the deadline due to an incorrect address will be processed. When your complaint is accepted, we will send you an e-mail with the confirmation receipt. We will process your complaint within 14 days.

For Complain Form click HERE