WELCOME TO KOKOBERNA.COM

HAVE A QUESTION?

You may find your answer below in our frequently asked questions but you can also contact us at kokoberna@kokoberna.com with any questions.

SATISFACTION GUARANTEE

We care about making the best product and guarantee everything we make.

NO QUESTIONS ASKED.

If for any reason you are not completely satisfied with the products purchased exclusively from KOKOBERNA.COM at the time you receive it, or if one of our products does not perform to your satisfaction, you may request a replacement or refund, no questions asked. This guarantee does not cover purchases made outside of KOKOBERNA.COM. Original shipping costs, import/duty, and customs fees are non-refundable.

A FEW THINGS TO NOTE

We're proud of our products and we believe you'll love them as much as we do. Because KOKOBÉRNA uses the highest-quality indigenous plant ingredients to handcraft the products we sell, we do not offer refunds or accept returns for variations in viscosity, scent, color—these will all vary from batch to batch depending on harvest, subject to changes in nature. Second, our in-house lab is an FDA-registered facility, therefore we do not restock or resell products that have been returned to us. All products returned to KOKOBÉRNA must be discarded per FDA guidelines, creating waste for the landfill. Therefore, it is extremely important that you please take the following steps to ensure that you are completely satisfied with your order and product choices.

BEFORE PLACING AN ORDER

- We offer sample sizes and a complete list of ingredients for all of our products.

- We recommend purchasing a sample size of the product you’re interested in before purchasing a classic size.

- Samples are a good way to discover the brand and the products we make.

-  List of ingredients can be found under each product detail page or click here for the master list of ingredients.

- You can also talk with our customer service team to learn more about our products or if you have any questions.

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 an error quickly we can fix it. However, once your order is out the door it is unfortunately not returnable until delivered. If you see an error on your order confirmation, our Customer Care Representatives will be happy to assist you in troubleshooting.

You can contact us via the chat button, via email at kokoberna@kokoberna.com or by calling us at 1 (646) 935-9336. If you feel that there is a problem with your order, please contact us as soon as you receive it.

SHIPPING & RETURNS

We are pleased to offer complimentary worldwide ground shipping on every order before applicable taxes and after any discounts are applied.

Due to the handmade nature of our products, please allow up to 48 hours for us to process and fill your order. Your package will be shipped at that time to be delivered within 3 to 5 business days if delivery is within the 48 contiguous United States of America.

Alaska, Hawaii, Canada, Puerto Rico and the rest of the world could take longer.

KOKOBERNA.COM ships worldwide from the U.S. to Alaska, Hawaii, Canada, Europe, Asia, Africa, Australia, New Zealand, Central & South America. International shipping rates may vary.

We cannot ship to post office boxes, APO/FPO addresses, freight forwarders, or hotel addresses.

Kindly note, KOKOBÉRNA.COM is not responsible for your destination country’s duties and tariffs, or delays due to international customs issues. We recommend reviewing your country's local import policies prior to ordering as we are unable to provide returns or refunds due to customs delays, holds, taxes, or fees.

Shipping fees are free of charge on every order.

Shipping charges will be applied if you decide to choose an alternate shipping option on KOKOBERNA.COM and depending on the country of delivery if our shipping partners do not service specific areas then we cannot ship.

During the checkout process, when you enter the city, state, zip code, and country information for where you would like your order to be shipped, the shipping charges are automatically calculated, including the complimentary option.

Due to the handmade nature of the products, orders typically takes up to 48 hours to process and fill. From that time, your order will be delivered within 3 to 5 business days of the shipping date notwithstanding mandated lockdowns. If you require your package by a specific date, we recommend choosing another shipping option at checkout.

When you click the checkout button, KOKOBÉRNA.COM customers have the Ship and Pick up tabs in the Delivery section of the checkout process. On the Pick up tab, they can choose the location where they want to pick up their order.

- There is no extra charge to pickup your order.

- Social distancing recommendations will be followed, as applicable.

You will see the Pick up tab only if you meet the following requirements:

- The customer pays for their order with a credit card or debit card.

- The customer pays for their order with their approved QuadPay account.

- If the customer selects to pay using Shop Pay, Apple Pay, Google Pay, Amazon Pay, or PayPal on the first step of the checkout, then the pickup option is not available.

- Customers cannot use express checkout options such as the Buy Now button for pickup orders.

- A customer cannot choose to have some items shipped and some items picked up in store on the same order. Instead, the customer should place two separate orders.

 

You are welcome to return anything that was ordered exclusively from KOKOBERNA.COM.

U.S. CUSTOMERS (QUADPAY)

QuadPay refund requests must be received within 10 days from order date in order to receive a refund from QuadPay. As soon as QuadPay is notified of the return, our customers are refunded the amount they’ve paid to-date and QuadPay cancels all future payments.

U.S. CUSTOMERS (ALL OTHERS)

Although there is no set time limit with our 100% guarantee, we ask that return or refund requests be made in a timely manner.

Return or refund requests received more than thirty days after the purchase date will be refunded with a KOKOBERNA.COM merchandise credit.

EMAIL US - For US customers, please start your return request by emailing us at kokoberna@kokoberna.com. You will need your order number and billing zip code to begin the online return process.

PRINT IT - Print the label from your email.

PACK IT - Carefully pack items into the box. Seal the box and affix the prepaid label to the outside.

SHIP IT - Take the package to any UPS location or request a UPS package pick-up by calling 1.800.PICKUPS (subject to UPS fees). Full instructions are included in the return label email.

*Returns from Puerto Rico, Alaska, Hawaii, and FPO/APO addresses will be processed as an international return.

INTERNATIONAL CUSTOMERS

Although there is no set time limit with our 100% guarantee, we ask that return or refund requests be made in a timely manner.

Return or refund requests received more than thirty days after the purchase date will be refunded with a KOKOBERNA.COM merchandise credit.

EMAIL US - For US customers, please start your return request by emailing us at kokoberna@kokoberna.com. You will need your order number and billing zip code to begin the online return process.

KOKOBÉRNA.COM does not provide prepaid return shipping labels for international returns.

International customers are responsible for required customs and shipping fees that may be applicable. These fees and the original shipping and import/duty taxes are non-refundable.

Absolutely, you can receive a refund on an order that was damaged in transit.

When your order arrives, please inspect carton for damage that may have occurred during shipment. It is normal for shipping carton to show some wears, however, if substantial damage occurred to the item(s) inside your shipment, please do not accept the package. If using a concierge service for package delivery, take pictures of the damaged package, its contents including the invoice plus mailing label and email them to us at kokoberna@kokoberna.com.

We will verify the damage and will organize for a refund or replacement to be sent to you right away, whichever you choose.

QUADPAY

QuadPay’s payment platform gives customers the choice to pay for their purchases via 4 simple, interest-free installments. By using QuadPay, you pay 25% of your order on day one, with 0% interest. For example, if your order total is $200, you will pay $50 on day one with 0% interest. The remainder three payments will be spread out over a 6-week period to be paid every two weeks.

There are no fees if you pay on time. You are always notified via text message or email of the upcoming charge. If for whatever reason you cannot pay on time, please contact support@quadpay.com. There will be a $7 fee on any installment that is seven days past due. If after 14 days the account is still past due, then a one-time $7 account fee is added.

You can sign up during the checkout process - just choose QuadPay as the payment method. Once you provide the needed information, you will know if you are approved instantly.

In order to use QuadPay, you must:

- Live in the US

- Be at least 18 years old

- Have a valid and verifiable mobile number

- Use a US credit or debit card to make a purchase

Please note that our subscription service is excluded from QuadPay payments.

For initial sign up you only need to provide your date of birth, mobile number, and either a debit or credit card. After that, only your mobile number is needed to make a purchase through QuadPay. QuadPay is completely secure.

In order to use QuadPay, you must:

- Live in the US

- Be at least 18 years old

- Have a valid and verifiable mobile number

- Use a US credit or debit card to make a purchase

Please note that our subscription service is excluded from QuadPay payments.

When an attempt at a purchase is made you will see that pending charge sit there. If the purchase is successful the charge will go through after 1 business day. If the purchase is not successful and you did not receive an order confirmation, then the charge will be removed from the account after 1 business day.

Your first payment is due at the time of your purchase. The next three payments are bi-weekly over a 6 week period.

KOKOBÉRNA’s QuadPay return policy is within 10 days of purchase although we allow cancellation of orders prior to shipment. As soon as QuadPay is notified of the return, our customers are refunded the amount they’ve paid to-date and QuadPay cancels all future payments.

For any additional questions about your payments, issues with your account, or general inquiries about QuadPay, you may contact support@quadpay.com.

GENERAL PRODUCT QUESTIONS

All purchases made at kokoberna.com will be gift wrapped in our signature packaging.

Every item is protected by a monogrammed organic cotton dust cover bag or by bio-degradable tissue paper and put into our signature recycled/recyclable KOKOBÉRNA box.

Larger skincare sets of four or more products are delicately wrapped and packaged into a special signature  recycled/recyclable KOKOBÉRNA box. Each of these orders come with a KOKOBÉRNA monogrammed leather travel case and a monogrammed organic cotton dust cover bag.

For gifts, you may add a personalized message to the recipient before finishing your order.

Yes, there are. The skin’s surface is made of lipids (fatty substances), proteins, and keratins. They are involved in cell-to-cell signaling and are the glue that hold your skin cells together. Healthy skin is like a strong brick wall with the lipids and proteins as pliable mortar. As we age, the pliable mortar (lipid barrier) starts to break down and harden, transepidermal water loss (hydration function) is reduced, and chemicals, allergens, bacteria are likely to penetrate the skin causing irritation and inflammation…the beginning of many skin care issues which could lead to chronic dry, aging, sensitized skin, oxidative sun damage, etc.

KOKOBÉRNA products are excellent for dry skin.

 

The outer layer of the skin consists of dead skin cells and does not receive hydration from the moisture that surrounds all human cells, interstitial fluid, because it has an impervious, hydrophobic (water repellant) barrier. Nor is it hydrated by the action of sebaceous glands such as when you sweat or take a shower. Rather, the fat produced by the sebaceous glands closest to the lipid barrier is what lubricates the outer layer of the skin. If there is not enough fat being produced due to the aging process (after the age of 35 the skin begins to slow down the skin regenerating process) and/or hormonal changes, reduced amount of perspiration evaporates too quickly leaving the skin dry and dehydrated.

 

When the sebaceous glands are not producing enough oil to keep the skin soft and supple, skin can become dry, prone to wrinkles and less buoyant. Environmental stressors such as central heating, central air-conditioning, wind, and sun also dry and damage skin.

KOKOBÉRNA handcrafted skin care products incorporate nutritious plant-based butters, fats, and oils because their innate components mimic the skin’s structure, function, and sebum. Therefore, to be in harmony with nature, we formulate our skin care products using native West African plants that provide a high-level of nutrition to restore hydration to dry skin, prevent loss of much needed moisture, leave skin feeling soft and velvety to touch, reduce appearance of sun damage scars, as well as reduce the signs of aging.