Shipping policy

 

Updated September 1, 2026

Processing and Delivery

Each KOKOBÉRNA preparation is handcrafted in our atelier. Please allow 2 to 3 weeks for non-subscription orders to be prepared before shipment.

Delivery within the 48 contiguous United States generally requires an additional 2 to 4 business days after shipment. Alaska, Hawaii, Puerto Rico, Canada, and other international destinations may require more time.

Expedited shipping shortens carrier transit time only. It does not shorten the preparation period. Tracking information is sent when an order ships.

Shipping Charges

• Subscription orders receive complimentary expedited shipping within the 48 contiguous United States.

• Non-subscription orders of $250 or more receive complimentary standard ground shipping within the 48 contiguous United States.

• Orders of $1,500 or more receive complimentary shipping to Alaska, Hawaii, and international destinations.

• International shipping is not available for subscription orders.

• When an order contains subscription and non-subscription products, shipping charges are calculated on the non-subscription products.

All other shipping charges are calculated at checkout.

Signature Required

A signature is required upon delivery. If no one is available to sign, follow the carrier's instructions to arrange redelivery or collection.

Packages returned because they were refused or not collected are unauthorized returns and are not eligible for a refund. If KOKOBÉRNA agrees to resend the order, additional shipping charges will apply.

Delivery Address

Review the shipping address and telephone number before placing an order. Contact customercare@kokoberna.com immediately if a correction is needed.

Once an order has shipped, the customer must coordinate address corrections or rerouting directly with the carrier and is responsible for any resulting fees.

International Orders

International orders are shipped by DHL Express Worldwide and generally require 5 to 10 business days in transit after fulfillment.

Customers are responsible for destination-country taxes, duties, tariffs, customs fees, import requirements, and customs delays. KOKOBÉRNA does not provide returns or refunds for customs delays, holds, refused clearance, taxes, duties, tariffs, or related charges.

Curbside Pickup and Local Delivery

KOKOBÉRNA is fully online. Curbside pickup and local delivery are available only when expressly offered as part of a temporary retail experience.

When available, customers will receive the location, appointment time, and collection instructions after the order is ready. Same-day local delivery within 5 kilometers of the retail experience location is available for a $25 fee.

Lost, Missing, or Marked-Delivered Shipments

The carrier is responsible for investigating shipments that are lost, missing, stolen, misdelivered, or marked as delivered but cannot be located.

Customers must contact the carrier directly and follow its claims or missing-package process. KOKOBÉRNA does not open or manage these claims.

Products Damaged in Transit

If a product arrives damaged, email customercare@kokoberna.com promptly. Include the order number and photographs of the shipping carton, packing materials, and damaged product.

Keep the carton, packing materials, and damaged product until the matter is resolved. KOKOBÉRNA will assist with verified transit-damage claims.

Incorrect Items

If KOKOBÉRNA sends an item different from the one listed on the order confirmation, email customercare@kokoberna.com promptly with the order number and photographs of the item received. KOKOBÉRNA will correct the order at our expense.

For return eligibility and refund terms, review the Returns, Refunds, and Cancellations Policy.