Frequently Asked Questions

GIFTING

Your purchases are delivered in extraordinarily hand-made packaging, carefully packed accompanied by our quality certifications.

When confirming your order in the checkout process, it is possible to include an accompanying card for a gift order. The card will be handwritten by our in-house calligrapher. You may also request a blank card that you may customize yourself.

Yes. You may have different billing address and delivery address. For multiple delivery addresses please use individual checkout processes. e.g. Christmas gifts, Corporate gifts…

An order will be considered a “gift” if the civil status, last name or first name of the invoicing information is different from that of the delivery information. In this specific case, an invoice where the price of the items  are not shown will be included in the package that is sent to the gift recipient.

We offer an engraving service for our Silk Fans only. You can engrave your initials or your loved one’s onto the side of the fan. 

CARE INSTRUCTIONS

Do not machine wash.
Dry-clean or hand wash in cold water only.
Do not bleach.
Do not tumble dry.

Iron at temperature not exceeding the one dedicated to silk, or steam iron the silk covered with a thin fabric.

Spray a few splashes of cold water onto the fringe (Preferably using a spray bottle).

Brush the fringe gently with a comb or hairbrush and let it air-dry, hanging freely.
Do not blow-dry using a hair-dryer or similar.

SHIPPING

All orders placed before 3 pm (GMT+8) dispatched within 24-48 hours.*

 

*All orders placed after 3 pm (GMT+8) or over the weekend will be processed the following working day and dispatched within 24-48 hours.

During checkout, we will show you available shipping prices and options.
If we determine that we will not be able to deliver an order within the promised timeframe, we will immediately contact you via email.

On average, orders arrive at the destination address within one week of dispatch.

A fee will be applied to all orders where:

  • The customer provided the wrong address, and the package returned as undeliverable.
  • An invalid address has been provided by the customer, resulting in a surcharge from the carrier. Such an error may include, but is not limited to, invalid or incomplete address information, incorrect zip code, incorrect state or country information, typographical mistakes, or transposed digits.
  • A move or sudden change of address results in the refusal or non-delivery of an order.
  • The fee will consist of a $5.00 handling charge plus any applicable costs related to re-routing, forwarding, or redelivering the parcel(s). Please note that there is no charge for address changes made before an order is shipped.

Orders shipped may require the recipient to pay duties upon delivery. Customers are encouraged to contact their local courier or customs bureau to inquire about possible import taxes and fees. KOKOON cannot be held responsible for import charges imposed by the courier and the local government on orders delivered. Please note that we cannot honor any requests to alter the declared value for an order.

Unless otherwise noted, all items available for purchase on the website are in stock.

KOKOON is proud to offer shipping to over 100 countries around the world. Please check with the Customs bureau in the destination country if you are unsure about any commodity-specific import regulations or restrictions that might affect your shipment. KOKOON cannot be held responsible for any items quarantined, destroyed, or otherwise not delivered as a result of an import restriction.

Orders shipped may require the recipient to pay duties upon delivery. Customers are encouraged to contact their local courier or customs bureau to inquire about possible import taxes and fees. KOKOON cannot be held responsible for import charges imposed by the courier and the local government on orders delivered.

No. An order will require a physical address.

KOKOON is proud to offer shipping to over 100 countries around the world. Please check with the Customs bureau in the destination country if you are unsure about any commodity-specific import regulations or restrictions that might affect your shipment. KOKOON cannot be held responsible for any items quarantined, destroyed, or otherwise not delivered as a result of an import restriction.

Orders shipped may require the recipient to pay duties upon delivery. Customers are encouraged to contact their local courier or customs bureau to inquire about possible import taxes and fees. KOKOON cannot be held responsible for import charges imposed by the courier and the local government on orders delivered.

CHECKOUT

Ordering from KOKOON is easy! Once you find an item you would like to purchase, click the “Add To Cart” button while on the product’s detail page.

You can check the contents of your shopping cart by hovering over the “Cart” icon at the top right of the page. If you decide to remove an item from your cart, click “X” to the right of the product you would like to remove.

You can also adjust the quantity of any product in your shopping cart. First, click the link “View Cart” when hovering over the “Cart” icon. On the right side of the product, click on the “up arrow” or “down arrow” to the product you would like to add on or subtract quantity. If the quantity you have requested is available, you will see the adjusted amounts and your new subtotal. If you enter a number that is greater than the quantity available, your purchase quantity will reflect the maximum amount available.

It is generally not possible to cancel or modify a submitted order. However, if your order is not yet shipped and you need to cancel or change it, contact us at [email protected]. We will determine if it will be possible to halt the fulfillment of the order. 

Please note that you cannot cancel or modify an order once it has shipped. In those cases, you may follow the return instructions if you decide not to keep the product after receiving it.

If you pay by credit card, an authorization process will proceed when you place your order. We will only charge your card once your order has shipped from our fulfillment center.

KOKOON reserves the right to cancel an order any time before it has shipped if one or more of the following conditions applies:

  •  Product pricing error: Because KOKOON offers an extensive array of items, a product may, on occasion, display an incorrect price. If you purchase a product at a lower price than the correct price, we will contact you with instructions or notify you of the outright cancellation before shipping. If the right price is lower than the amount paid, we will adjust your charge and lower the price.
  • Misuse or abuse of gift certificate or promotion code, including any action by or in violation of that particular code’s terms and conditions. If you are unsure of the terms and conditions of a specific code, please contact us at [email protected] before placing an order.
  • Billing information provided for the credit card does not match the information on the file with the card-issuing bank.
  • Credit card declined by the financial institution.

 

PLEASE NOTE: The issuance of an order number or receipt of a confirmation email does not serve as a guarantee that an order will dispatch. No order is final until a representative of KOKOON has confirmed that none of those mentioned above conditions apply to that order.

KOKOON accepts payment by PayPal. Orders placed using these payment methods must be placed online through our secure server.

Please note that credit card payments only charge after an order has shipped from our fulfillment center. However, an authorization will commence when placing the order.

KOKOON employs the latest data encryption and security technologies to ensure that all customers’ payment information remains private. If, for any reason, you feel uneasy about placing your order online, please contact us at [email protected] to place your order by email.

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welcome to kokoon silks

It is an honor for us to have you here. Should you need any assistance, please do not hesitate to contact us, our team will be happy to help you. We wish you a pleasant shopping experience.

If you are searching for your CHRISTMAS GIFTS, you are in the perfect place. All our Silk Scarves & accessories come beautifully packed with a quality card & gift card. Made your order in November to ensure that they arrive on time!