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Returns & Exchange

RETURNS & EXCHANGES

WHAT IS YOUR RETURN OR EXCHANGE POLICY?

 You have 10 days from the date of delivery to claim for the return or exchange if :

  • The product is damaged, stained, defected or incomplete.

  • The product/s must be unused, in the original packaging with labels and protective stickers attached.

  • The product received does not match the size ordered.

  • Products purchased directly from our website must be returned to our Customer Services department for a return and full refund to be made. Unfortunately, online purchases cannot currently be returned in-store.

  • This is only applicable for orders delivered within Pakistan, for international orders please contact our customer support team and we will try to help you out in a possible way.

  • Please be advised that inner-wear products are non-returnable/exchangeable due to the nature of the products and to maintain hygiene standards.
  • Fragrances, cosmetics, jewelry are neither exchangeable nor returnable.

  • Exchanges and refunds during a sale or on a discounted product are ONLY applicable if the product received does not match the product you have ordered.

HOW DO I APPLY FOR THE RETURN?

  • To return an item, please email us at @kokoatelier.com with the return reason and order details. 

  • Once our customer support team approves the return you will be requested to send the parcel to, Ecommerce Department, Koko Atelier Pvt. Ltd., Head office, 40 Sector 19 Korangi Industrial Area.

  • Please note that you are responsible for the cost of returning the items to us.

  • There might be cases where our customer support team will route you to nearest Koko Atelier Outlets for exchange.

WHEN WILL MY RETURN BE PROCESSED?

  • We aim to process all returns with 5-7 working days of receipt. 

  • During busy periods please allow up to 14 working days for your return to be processed.

WHAT IS YOUR SIZE EXCHANGE POLICY?

  • In the event you are unsatisfied with the size you purchase and would like to receive a different size, you are most welcome to send back your purchase back to E-commerce team by contacting us via email at @kokoatelier.com within 10 days of the delivery date. 

  • The product/s must be unused, in the original packaging with labels and protective stickers attached.

  • There might be cases where our customer support team will route you to nearest Koko Atelier. Outlets for exchange.

  • This is only applicable for orders delivered within Pakistan, for international orders please contact our customer support team and we will try to help you out in a possible way.

DO YOU OFFER REFUND? 

  • Unfortunately, we don't offer any refunds. However, In the case where we won't be able to offer an exchange or any solution we may offer a refund.

  • Any online payments received by Koko Atelier is in PKR, therefore, in case of refunds amount will be reversed/refunded in PKR.

  • Customer will be responsible for any changes in currency exchange rates.

  • Koko Atelier Will not be responsible for any difference of amount due to currency conversions

  • In the case of REFUND shipping and handling charges will not be refunded. 
  • The minimum period for processing refund is 7-10 working days depending on the mode of payment.

INTERNATIONAL ORDERS: 

  • Currently, Koko Atelier does not have a Return policy for international orders as all the products in the order are individually checked by the QC department before packing and handing over to courier.

  • If the customer refuses to accept the order at the time of delivery, Koko Atelier is not obliged to return, refund, or compensate the amount of the order.

  • In special cases, if exchange is approved, customers are required to dispatch and return our products at our operations facility based in Karachi, Pakistan to be further checked and if found any issue, customer will be facilitated accordingly.

  • Return charges are to be borne by customers.

  • Articles purchased on sale are not qualified for exchange or return.

RETURNS: OUR ADDITIONAL POLICY

RETURNS: CUSTOMIZED & MAKE TO ORDERS

Customized orders include alterations and made to measure products which CANNOT be refunded or exchanged. However, if you received an incorrect measurement you can send us pictorial evidence of the error in alterations and we will try to fix the issue.

RETURNS: SALE & DISCOUNTED ORDERS

Exchanges and refunds during a sale or on a discounted product are ONLY applicable if the product received does not match the product you have ordered.