We offer a variety of complimentary and paid options for shipping and delivery. We do not ship to PO Boxes or APO addresses.
Once your order ships, you will receive a shipping confirmation email with tracking information. We do not require signatures upon receipt and are not responsible for lost or stolen packages.
2-3 Day Shipping on eligible orders delivered to addresses within the contiguous United States.
Delivery to addresses outside the contiguous United States.
All international orders.
Kindly note, international customers are responsible for any, and all, destination country’s taxes, duties and custom fees or delays due to international customs issues such as product regulations.
CURBSIDE + IN-STORE PICKUP
The Customer Service Team will email you when you order is ready for pick up and prompted to select an appointment time.
For curbside pickup - upon arrival, please remain in your car and text us at (312) 380-9441 your license plate number and the make/model of your car. A team member will bring your products out to your car. The curbside pickup address is 75 E Walton Street, Chicago, IL 60611.
For in-store pickup – The KOKOBÉRNA Boutique is located at 900 Michigan Shops, Level 5 (next to Bloomingdale’s), Chicago, IL 60611. Parking garages are accessible from Rush Street or Walton Street. There is also limited street parking available.
SAME-DAY LOCAL DELIVERY
Within a 5km radius
$20 delivery fee
SHIPPING PARTNERS (“CARRIER”)
We are serious about reducing our environmental footprint, and we know you are, as well. We've selected UPS as our primary carrier, and participate in their Carbon Neutral program. When you ship with us via UPS, we purchase carbon offsets based on the amount of carbon associated with a typical shipment to offset the climate impact of each shipment. Additionally, UPS has a global initiative to reduce fuel, conserve energy, recycle and operate responsibly. In addition, we partner with other carriers to include USPS, FedEx, and DHL.
INCORRECT ADDRESS ISSUES
We know mistakes can happen. If you've entered an incorrect address, please let us know as quickly as you can. In some cases, we can update the address prior to your shipment going out. If your order has already shipped, we can help you reroute your packages, but you are responsible for any additional shipping or address correction fees charged by the carrier.
If you refuse your shipment and the order is returned to us, it is considered a non-authorized return and we will not issue credit for your order. All orders are final, unless there is a problem with the product itself, and then we will work with you to replace your product. If you have any questions about this, please let us know at email@example.com or +1 (312) 380-9441.
TROUBLESHOOTING SHIPPING ISSUES
If KOKOBÉRNA has made a shipping error, we will re-ship to you as quickly as we can and using expedited shipping at our expense.
WON'T BE HOME FOR YOUR ORDER?
Consider having your order delivered to a nearby carrier-owned store. This is an important option if you are shipping during hot or cold weather, or if you will have to leave your package in an unsecure area.
DAMAGED, MISSING OR LOST IN TRANSIT ITEMS
While we pack your orders with extreme care, the shipping carrier can sometimes still damage orders. Inspect all packages at the time of acceptance and carefully verify the extent, if any, of damage in the presence of the driver. If possible, keep all packing materials and boxes intact. First notify KOKOBÉRNA to start a claim. Please take photos of all damage and email them to firstname.lastname@example.org and we will gladly take care of the claim for you. The only time we cannot handle the claim for you is if you shipped your order under your carrier's account number. If that is the case, then please call the carrier and let them know you have a claim to make.
If the driver is already gone, please still follow the steps above. It is very important to take photos of all products in the original packing boxes. Please keep everything together, as KOKOBÉRNA will need to contact the shipping carrier to inspect the damage or loss to start the claim before a replacement can be sent. New items will be shipped as soon as damaged or missing items have been returned to or verified by KOKOBÉRNA or a claim number has been issued to us by the carrier.
You must retain the original packing materials until any claim is resolved. If you discard the damaged goods, there may be no refund or credit by the carrier due the fact that the claim will not be able to be verified.
This process should only take a couple days before new items can be shipped unless the order is lost in transit. Lost items must be traced by the carrier and can take up to 20-30 days for resolution. We will help to get you your product again, but we must have resolution of status before we can reship without payment for the new shipment. If you are not at home for time of package delivery and if you feel you are in an area where someone might pick up and walk off with your delivered package, we highly recommend that you request "signature required upon delivery" when you place your order. You can do so by making a note in the order comments field prior to checking out.
Due to the nature of our products and FDA regulations, KOKOBÉRNA cannot accept returns.
While we do offer refunds and replacements on products that are damaged during shipping or that are failing, we will need documentation from our shipping partners that damaged did in fact occur. Please note that because we use natural ingredients in our products, there will be variations in viscosity, scent, and color, and these will all vary from batch to batch. Natural ingredients are not identical and can cause variations in the final products.
Because KOKOBÉRNA uses the freshest natural organic ingredients possible to create the products we sell, we do not buy huge lots of ingredients at any given time. This means that our ingredients and products are inherently mutable as they are subject to changes in nature. For example, a plant seed oil may fluctuate in color depending on the growing conditions, varietal, harvest time, etc.BEFORE PLACING AN ORDER
Double-check your shopping cart to make sure it includes the correct products you intended to purchase. You can also talk with our customer service team to learn more about our products.AFTER PLACING AN ORDER
Check your email for your order confirmation. It is best to do this immediately after placing an order so that you can catch any errors in real time and contact us before your order ships. For example, you may have provided an incorrect shipping address or accidentally ordered the wrong size of a product. It's okay--it happens! If you catch the error quickly, and let us know, we can fix it. However, once your order is out the door it is unfortunately not returnable.
If you see an error on your order confirmation, our Customer Care Representatives will be happy to assist you in troubleshooting. You can contact them at email@example.com.IF YOU NEED TO CANCEL AN ORDER
We process orders as quickly as possible, which means some orders may ship same day. Therefore, to prevent delays we don't have a set window of time during which cancellations are guaranteed. Please ensure your order is correct before submitting, as submitted orders will be treated as final and won't be cancellable after they are shipped.
If you need to request changes or cancellations on an order, please call or text customer service at +1 (312) 380-9441 as soon as possible. Please do not send an email for order cancellations.
Orders placed over the weekend will be processed the following business day.
Please note, custom orders cannot be cancelled and include a $260 non-refundable service fee.If a change needs to be made to your order, please notify us within 24 hours. No changes or cancellations can be made after 24 hours.