Returns Policy
- Refunds will only be accepted within 7 days of receiving your order, on items purchased on www.kokinara.com, with proof of purchase.
- We will only allow refunds of unworn, unused and undamaged items, in their original packaging (original individual jewellery pouches and boxes).
- KOKINARA reserves the right to refuse a return that does not meet the above requirements.
- Please note: All of KOKINARA products are previously examined prior to delivery. If our quality control team deems that your returned item has been worn, we will not be able to process your return.
- In the unlikely event you received a damaged item, please notify us within 48 hours of receiving the item by sending an e-mail to support@kokinara.com, including clear photographs of the damage; a refund will only be accepted if the item has been delivered to the customer damaged. All items returned as faulty will be inspected, and any item displaying damage deemed to be a result of fair wear and tear will not be accepted as faulty, and therefore not refunded.
Exceptions
- We do not accept exchanges, but you are welcome to return the item and place a new order.
- “Final Sale” and/or markdown items can’t be returned or exchanged for any reason.
- Gift cards cannot be returned or exchanged.
- Due to hygiene reasons, we do not accept returns of pierced earrings.
How Can I Get A Refund?
- Send us an e-mail at support@kokinara.com requesting a return, quoting the following information: your order reference number (refer to your order confirmation e-mail), the item(s) you are returning and the reason for the return. Once confirmed with our customer service team, you will be sent further instructions.
- We do not cover the return postage of items.
- We will not assume responsibility in the event that returned packages are lost, stolen or mishandled: for this reason, please make sure all returned items are sealed securely and boxed with adequate protection; we also recommend you use your preferred carrier with tracking services and insurance to secure your package.
When Can I Expect My Refund?
- Please allow up to 14 business days for your return to be processed from the day we receive the item(s) back.
- Once the refund is approved and issued, an automated email will notify you of the refund.
- Refunds will be credited to the original form of payment, excluding all shipping fees.
- Return items purchased using an e-gift card will be refunded to the original gift card for you to use again.
- Please note: the original shipping charges incurred at the time of purchase and the return shipping fees are non-refundable.
Repairs Under Warranty
- All our KOKINARA pieces are guaranteed for 1 year from the original purchase date.
- Proof of purchase is required for all warranty claims.
- Any KOKINARA jewellery returned to us for assessment alleging a fault must be delivered to us at your expense and risk.
- Please note that this warranty covers all manufacturing defects in material or workmanship but does not cover the following: any neglect (hit or knock), dents, any damage caused by use with another product, abuse, water damage, normal wear and tear, accidental damage, scratches, misuse, lack of maintenance (according to the Jewellery Care section), repairs made by another jeweller, damage to a zirconia stone or theft.
- Outside of the warranty period, KOKINARA will review repairs on a case by case. Fees may apply so please e-mail us at support@kokinara.com with your name, order reference number (found on your order confirmation e-mail), and photos/details of the item outlining the issue, prior to sending the item so that we can notify you of the approval and cost of your repair.
- We do not cover the return postage of items to be repaired.
