FAQs

Care Instructions

1. Cleaning

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

2. Wrinkled Silk

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

3.Wrinkled Fringe

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

1. How long will my order take to arrive?

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

Item Availability:

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

Shipping Service:

During checkout, we will show you available shipping prices.

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 to the destination address within 1 week of dispatch.

2. What shipping options do you offer?

All items at KOKOON will be shipped direct to you. Orders containing more than one item will be shipped once all items are ready for shipment, unless otherwise specified at the time you place your order.

3. Do you ship to PO box addresses?

No. An order will require physical address.

4. I ship my order to the wrong address. Can you reship my package?

A fee will be applied to all orders where:

  • The incorrect address has been provided by the customer and the package is 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 errors; or transposed digits
  • A move or sudden change of address results in the refusal or non-delivery of an order
  • The fee will consists 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 that are made before an order is shipped.

5. Where can I ship my order?

    • KOKOON is proud to offer shipment 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 result of an import restriction in any country.
    • Orders being 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/or the local government on orders delivered.

6. Will I be charged if I refuse my order?

Please note a $25 fee (per package) will be assessed for all refused shipments. In addition, the customer will be responsible for any return shipping charges assessed by the courier. For international deliveries, the customer will be responsible for any duty/VAT/import charges on refused or unclaimed shipments, in addition to return shipping costs. Shipping costs are not refundable on refused or unclaimed shipments.

Please note a $15 fee (per package) will be assessed for all shipments that are re-routed or returned to KOKOON by the carrier. The fee is separate from the re-shipping fee, which is required before packages can be re-shipped.

7. Will I have to pay taxes and duties on my order?

Orders being 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/or the local government on orders delivered. Please note that we cannot honor any requests to alter the declared value for an order.

Checkout

1. How do I place an order?

Ordering from KOKOON is easy!  Once you find an item you would like to purchase, simply click the “Add To Cart” button while you’re in the product’s detail page. You can check the contents of your shopping cart at any time by hovering over the “Cart” icon at the top right of the page. If you decide to remove an item from your cart, just 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. To do this first click the link “View Cart” when hovering over the “Cart” icon. At the right side of the product, click on the “up arrow” or “down arrow” to the product you would like to edit the quantity. Assuming the quantity you have requested is available, you will now see the adjusted quantities as well as your new subtotal (if you enter a quantity that is greater that the quantity available, your purchase quantity will reflect the maximum quantity available).

2. Can I cancel or modify my order?

It is generally not possible to cancel or modify an order once it has been submitted. However, if your order has not yet been shipped and you need to cancel or modify it, please contact us at info@kokoonsilks.com and we will determine if it will be possible to halt the fulfillment of the order. Please note that no order may be canceled or modified once it has been shipped. In those cases, you may follow the return instructions if you decide not to keep the product after having received it.

3. Pricing errors and cancellation orders:

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

  •  Product pricing error: Because KOKOON offers a large array of items; a product may on occasion be listed with incorrect price. If a product is purchased at a price that is lower than the correct price, we will, at our discretion, contact you for instructions prior to shipping the order or notify you of the outrightcancellation of the order. In the event that the correct price should be lower than the price paid, we will adjust your charge and give you the lower price.
  • Misuse or abuse of a gift certificate or promotion code, including any action by or in violation of the terms and conditions of that particular code. If you are unsure of the terms and conditions of a certain code, please contact us at info@kokoonsilks.com prior to 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 the receipt of a confirmation email does not serve as a guarantee that an order will be fulfilled. No order is final until representative of KOKOON has confirmed that none of the aforementioned conditions apply to that order.

4. What forms of payment do you accept?

KOKOON accepts payment by by PayPal. Orders placed using these payment methods must be placed online through our secure server. Please note that credit cards will be charged only after an order has shipped from our fulfilment center, although an authorization will be obtained at the time the order is placed.

5. Is my credit card secure?

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 info@kokoonsilks.com to place your order by email.

6. When will my card be charged?

If you pay by credit card, an authorization will be obtained when you place your order, and the card will be charged once your order has been shipped from our fulfilment center.