Politique d’expédition

UPDATED MAR 28, 2024 

At KOKOBÉRNA, we understand that the anticipation of receiving your handcrafted skincare luxuries should be pure joy. To ensure a smooth journey from our sacred haven to your doorstep, we've carefully crafted a shipping policy that prioritizes your convenience and peace of mind.

PROCESSING TIME: MADE ON ORDER

Due to the handmade nature of our therapeutic spa treatments, please allow 2 to 3 weeks for us to handcraft your non-subscription order. After your order has been processed, your package will be shipped at that time considering an additional 2 to 4 business days for delivery within the contiguous United States of America. Alaska, Hawaii, Canada, Puerto Rico and the rest of the world could take longer. Paying for expedited shipping, does not bypass the processing time frame.

However, should you need an expedited processing time, kindly consider using the order notes section to indicate your preferred delivery timeframe and we will do our best to accommodate your request although it is not guaranteed. At the time of shipment, all orders will receive a shipping confirmation email with tracking information.

SIGNATURE ON DELIVERY

For your peace of mind and to protect the integrity of your order, all KOKOBÉRNA orders will require a signature upon delivery. This ensures your precious skincare treasures and wellness tisanes reach their rightful destination and are not left unattended. As soon as an order is processed, you will receive an email containing tracking information once your order ships. If you're unavailable to sign, you can usually call the courier directly and arrange for redelivery at a convenient time or pick up the package at a designated location.

COMPLIMENTARY SHIPPING

We offer a variety of complimentary and paid options for shipping and delivery.

• Complimentary expedited shipping on all subscription orders delivered to addresses within the 48 contiguous United States. Signature required on delivery.
• Complimentary standard ground shipping on non-subscription orders with spend of $250 or more and delivered to addresses within the 48 contiguous United States. Signature required on delivery.
• Complimentary shipping on orders with spend of $1,500 or more and delivered to international addresses outside the United States (includes Alaska and Hawaii). Unfortunately, we are unable to ship subscription orders internationally. International: Canada, Europe, Asia, Africa, Australia, New Zealand, Central & South America. We ship with DHL Express Worldwide. Signature required on delivery.
  

If your order contains a mix of recurring subscription products and non-recurring subscription products, shipping costs will be calculated on the non-recurring subscription items.

PAID SHIPPING

We deliver worldwide and recommend Google Mapping your delivery address, prior to placing an order, to ensure smooth shipping and a stress-free delivery experience. Signature is required on delivery.

DUTIES & TAXES ON INTERNATIONAL SHIPPING
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. We deliver worldwide and recommend Google Mapping your delivery address, prior to placing an order, to ensure smooth shipping and a stress-free customs experience. DHL Express Worldwide, 5-10 business days. You will not be required to pay any additional fees for importing your order. we are unable to provide returns or refunds due to customs delays or holds. Our customer care team is happy to help answer any questions you may have prior to your purchase.

CURBSIDE PICKUP AND LOCAL DELIVERY

The Customer Service Team will email/text when the order is ready for pick up at a selected appointment time.

For curbside pickup - upon arrival, please remain in your car and text us your license plate number and the make/model of your car. A team member will bring your products out to your car. The curbside address will be provided when the pickup order is ready. Same-day local delivery within a 5km radius from the nearest KOKOBÉRNA boutique will incur a $20 delivery fee.

SHIPPING PARTNERS (“CARRIER” or "COURIER")

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; this means, each shipment is carbon-neutral. Additionally, UPS has a global initiative to reduce fuel, conserve energy, recycle and operate responsibly. In addition, we partner with other sustainably minded carriers to include USPS, FedEx, and DHL Express for our international shipments.

INCORRECT ADDRESSES

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.

REFUSING SHIPMENT

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 guestservice@kokoberna.com.

TROUBLESHOOTING SHIPPING ERRORS

If KOKOBÉRNA made a shipping error, we will re-ship to you as quickly as we can and using expedited shipping at our expense.

DAMAGED, MISSING OR LOST IN TRANSIT ITEMS

While we pack your orders with extreme care, the shipping carrier can sometimes damage orders while in transit. First notify KOKOBÉRNA to start a claim. Please take photos of all damage and email them to guestservice@kokoberna.com and we will gladly take care of the claim for you. 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. 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.

Our customer care team is happy to help answer any questions you may have prior to your purchase: guestservice@kokoberna.com.