Orders
CARE & SAFETY
We encourage our customers to follow these simple safety tips:
- Check that you are not allergic to any of the ingredients listed. If the product packaging is too small to list ingredients, check the website product description.
- If you have sensitive skin or are prone to allergies, visit your dermatologist before using new cosmetics.
- If you have an allergic reaction to a cosmetic product, stop and seek medical advice.
- Keep out of reach of children. Our glass jars and bottles can be broken if dropped.
Please keep products out of direct sunlight and store below 25 degrees. Keep water out of jars and bottles to avoid spoilage. Use within 12 months after opening.
ORDER ISSUES
If you have any problems with your order (not yet received, not what you were expecting, etc.) please contact us at hello@kokomoskincare.com.au. We truly want you to have a happy shopping experience and we will always try our best to resolve any situations that you have.
Please keep in mind that KO.KO.MO products are handmade and 100% natural so they may have variations from batch to batch, including colour variation that may fade over time.
Please be aware we do not take responsibility for lost parcels with Australia Post. On the rare occasion that your parcel gets lost (and it is possible with both Express and Regular Mail) you are not entitled to a refund or a resent order. Please let us know if you would like to purchase insurance via Australia Post – this option is encouraged and available for orders over $100, so if your order is over this amount and you would like a quote for insurance for this please ask us. Units and Apartments have a history of ‘lost mail’, ensure your postman delivers to your door correctly.
RETURNS – STORE CREDIT
Due to hygiene, we are not able to resell a product once opened. This is the nature of skin care. In most cases, returns are processed as a store-credit or exchange.
If a product arrives broken or damaged, we are happy to send a replacement. However a photograph as proof of the damage/defect or item returned for inspection is required. If you receive an item that is damaged, please contact us within 2 weeks from order date, so we can send a replacement.
If you have ordered a product by mistake and it is unopened, you are welcome to send this back at your own cost, and we will issue you a store credit or exchange.
RETURNS – REFUND
In rare cases, we may accommodate a refund if a product is returned due to product defect. There must be 80% or more of the product left in the bottle/jar in order to qualify. And either photo proof or a product return will need to be provided.
CHECK OUT
Please double check you have entered a valid postal address with your full name. Sometimes name and address details are different on Paypal (eg old address, maiden name) but we will always use the details you enter on our website via checkout. You will need to include your email address to receive the tracking advice email which provides an update of the progress of your order.
LOCAL PICK UP
We currently do not offer local pick up.
PAYMENT
We take online payments via Paypal (accepting credit cards if you do not have an account). We will not be able to process your order until payment has first been received.
If you are experiencing any difficulties with the payment page please let us know by emailing us and taking a screen shot of any error messages you can see. We would be happy to invoice you manually through paypal as a quick solution.
GIFT WRAPPING
If you would like your item(s) complimentary gift wrapped with a gift note, please leave a note with your order.
WHOLESALE
KO.KO.MO skincare, beauty and bath products are available for wholesale purchasing for online and in stores. Interested in carrying us in your shop? Email us below to enquire about being a Stockist.