All KOKO orders are carefully prepared, quality-checked, and dispatched within 1–2 business days. Standard delivery typically takes 5–10 business days, depending on your location.

We've chosen to prioritize quality control over speed — every order is inspected before it leaves our facility, so your KOKO arrives in perfect condition.

Once your order ships, you'll receive a tracking link by email so you can follow it every step of the way.

Yes — we ship KOKO worldwide. Delivery times and shipping fees vary by destination and are calculated automatically at checkout.

Wherever you are, your order will arrive fully tracked, with email updates along the way.

As soon as your order ships, you'll receive an email with a tracking number and link. You can use it anytime to check the status of your delivery.

Didn't receive your tracking email within 48 hours of ordering? Check your spam folder, or reach out to us at hello@kokowax.com — we'll send it over right away.

Yes! We offer free standard shipping on all orders over $100.

For smaller orders, a flat shipping fee is calculated at checkout based on your location.

Our team processes orders quickly. To request an address change, please email us at hello@kokowax.com with your order number as soon as possible.

If your order has already been dispatched, we may not be able to make changes — so please double-check your address before completing checkout.

We're sorry — we know how frustrating this can be. If your tracking hasn't been updated for more than 10 business days, please contact us at hello@kokowax.com with your order number.

Our team will investigate with the carrier and, if needed, send you a replacement at no extra cost. Your KOKO experience matters to us — and we'll always make it right.

We accept returns of unopened, unused products in their original packaging within 14 days of delivery.

For hygiene and safety reasons, opened wax pearls, used accessories (warmers, applicators), and personal care items cannot be returned once opened.

If something isn't right with your order, we're here to make it right — just reach out to us at hello@kokowax.com.

For hygiene reasons, we cannot accept returns of opened or used products. This is standard practice in the cosmetics and beauty industry, and it's how we ensure every KOKO order arrives fresh, sealed, and safe.

However, if you've experienced an issue with your product (defect, irritation, or quality concern), please contact us at hello@kokowax.com with your order number and photos. We review every case individually and will always do our best to find a fair solution.

Your safety is our top priority. While our formulas are dermatologist-tested and designed for sensitive skin, every individual reacts differently — which is why we always recommend a patch test 24 hours before first full use.

If you experience an unexpected reaction, please stop using the product immediately and contact us at hello@kokowax.com with your order number, a photo, and a brief description. We review these cases on an individual basis and will always work with you to find a solution.

Return shipping costs are the customer's responsibility, unless the return is due to a fault on our end (wrong item, defective product, or damaged in transit). In those cases, we'll cover the return shipping and offer a full replacement or refund.

We recommend using a tracked shipping method for your return, as we cannot be held responsible for items lost in transit.

Starting a return is simple:

1. Email us at hello@kokowax.com within 14 days of delivery, with your order number and the reason for your return.
2. Our team will review your request and respond within 24 hours with detailed return instructions.
3. Once we receive and inspect your return, your refund will be processed within 5–7 business days.

Please wait for our confirmation before sending anything back, so we can ensure your return is properly tracked and processed.

Once we receive and inspect your returned items, refunds are issued within 5–7 business days to your original payment method.

Depending on your bank, it may take an additional 3–5 business days for the refund to appear on your statement. If you haven't received it after 14 days, please contact us — we'll investigate right away.

Items purchased during sales, promotions, or with a discount code of 30% or more are considered final sale and cannot be returned or exchanged, except in case of defect.

All other promotional items follow our standard 14-day return policy.

We're so sorry — that's not the KOKO experience we want for you.

Please contact us at hello@kokowax.com within 48 hours of delivery with:

• Your order number
• A clear photo of the damaged or defective item
• A short description of the issue

Our team will review your case and arrange a free replacement or full refund, whichever you prefer.

Placing an order with KOKO is quick and easy:

1. Browse our collections and add your favorites to the cart.
2. Click the cart icon and review your selection.
3. Click Checkout and enter your shipping and payment details.
4. Confirm your order — you'll receive a confirmation email within minutes.

If you run into any issues, our team is just an email away at hello@kokowax.com.

No — you can check out as a guest without creating an account.

That said, creating a free KOKO account comes with a few perks: faster checkout for future orders, easy order tracking, and exclusive access to members-only offers and early launches.

You can create your account here anytime.

We process orders quickly to get them to you as soon as possible. To request a cancellation or modification, please email us at hello@kokowax.com with your order number as soon as possible.

If your order has already been processed or dispatched, we may not be able to make changes. Please double-check your cart, shipping address, and email before completing your order.

Yes! Our bestsellers are regularly restocked, and we release new products and limited editions throughout the year.

The best way to stay in the loop is to join the KOKO club — our subscribers get early access to new launches, restock alerts, and members-only offers before anyone else.

Absolutely. We've designed curated kits to help you get started with everything you need — from our signature Wax Pearls to warmers and pre/post-care essentials.

Browse our Kits collection to find the perfect bundle. They're designed to save you time, money, and guesswork.

At checkout, you'll see a field labeled "Gift card or discount code." Enter your code and click Apply — your discount will be reflected in the order total before payment.

Please note: only one discount code can be used per order, and codes cannot be combined with site-wide promotions or applied retroactively to past purchases.

Payment declines can happen for a few reasons:

• The card details were entered incorrectly
• The card has insufficient funds or has expired
• Your bank flagged the transaction as suspicious (especially for international purchases)
• The billing address doesn't match the one on file with your bank

If you're sure everything is correct, we recommend contacting your bank first. You can also try a different payment method (we accept Visa, Mastercard, Amex, Apple Pay, Google Pay, Shop Pay, and PayPal).

Still stuck? Email us at hello@kokowax.com and we'll help you sort it out.

First, check your spam, junk, or promotions folder — confirmation emails sometimes end up there.

If you still can't find it after 30 minutes, please contact us at hello@kokowax.com with the email address you used to place the order. We'll resend your confirmation right away and make sure your order is properly processed.

Tip: adding hello@kokowax.com to your contacts ensures all future KOKO emails land safely in your inbox.