EMEDI CASA KOKOBÉRNA

Welcome to the House of KOKOBÉRNA

HAVE A QUESTION?

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

SATISFACTION GUARANTEED

We care about making the best product. We stand behind our goods and services, and want customers to be 100% satisfied. We always do our best to take care of customers—our philosophy is to deal fairly and reasonably. No questions asked.

If for any reason you are not completely satisfied with the products purchased exclusively from KOKOBÉRNA.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 will not cover purchases made outside of KOKOBÉRNA.COM. However, if there is an issue with a retail partner, please let us know and we will work with them to resolve it.

ORDERING

If shopping outside the U.S., confirm or change your country by clicking the country flag or name at the bottom of any page.

When you check out, your financial transaction and shipment will be processed in your currency. You will see a guaranteed order total, including all shipping costs, not including any applicable international duties and taxes which will be paid by the customer upon delivery.

If you don't see your country listed, none of our shipping partners currently ship to that destination.

If you are shipping to a U.S. address, simply proceed through the regular checkout process.

Start shopping!

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 also be found under each product detail page.

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

AFTER PLACING AN ORDER

Please 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 and we are not able to do much until the order is delivered. If you see an error on your order confirmation, our Customer Care Representatives will be happy to assist you in troubleshooting.

If you feel that there is a problem with your order, please contact us as soon as you can via email at kokoberna@kokoberna.com. We always do our best to take care of our customers.

We love minis and think sampling is such an important part of discovering what best resonates with your skin.

We happily include two complimentary samples with every  KOKOBERNA.COM order.

If there are any specific samples you prefer to receive, please let us know that as well by using the checkout notes. 

SHIPPING & CURBSIDE PICKUP

Due to the handmade nature of our products, please allow 3-5 business days for us to process your order. Your package will be shipped at that time.

USA Complimentary - we are pleased to offer complimentary shipping on every order over $150 to anywhere in the United States of America - including Alaska, Hawaii, and Puerto Rico.

International Paid - Canada, Africa, Asia, Australia, Europe, New Zealand, Central & South America. International shipping rates vary.

Shipping charges will depend on the delivery address.

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

USA Complimentary - we are pleased to offer complimentary shipping on every order over $150 to anywhere in the United States of America - including Alaska, Hawaii, and Puerto Rico.

International Paid - Canada, Africa, Asia, Australia, Europe, New Zealand, Central & South America. International shipping rates vary.

Kindly note, KOKOBÉRNA 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, or fees.

KOKOBÉRNA ships worldwide from the United States of America to all of North America, Asia, Africa, Australia, Europe, New Zealand, Central & South America. International shipping rates vary.

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

Kindly note, KOKOBÉRNA 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, or fees.

Your delivery address determines the best shipping partner for your order. Our current shipping partners are United Parcel Service of America (UPS), United States Postal Service (USPS), Federal Express (FedEx), and DHL International (DHL).

Due to the handmade nature of the products, orders typically takes 3-5 business days to process.

From that time, your order will be shipped immediately notwithstanding mandated lockdowns.

If you require your package by a specific date, we recommend taking advantage of our complimentary automatic replenishment service or choosing another shipping option at checkout considering the time allowed to process your order

If you live in the Metro Miami area, you are more than welcome to choose the curbside pickup service for your KOKOBÉRNA order.

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:

- You pay for the order with a credit card or debit card.

- If you select 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.

- KOKOBÉRNA cannot have some items shipped and some items picked up in store on the same order. Instead, we recommend you place two separate orders.

RETURNS

We handle returns on a case-by-case basis with the ultimate goal of making our customers happy. We stand behind our goods and services, and want customers to be 100% satisfied. We always do our best to take care of customers—our philosophy is to deal fairly and reasonably. We have long believed that when we treat our customers fairly, they in turn treat us fairly. 

 

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

USA: Free + Easy Returns

Although there is no set time limit with our 100% satisfaction guarantee, we ask that return or refund requests be made in a timely manner. Every U.S. order includes a complimentary return label for easy two-step PACK IT and SHIP IT returns.

Return or refund requests received within thirty days from the shipping date will receive a credit back to the original form of payment. Original shipping fees are non-refundable. 

Return or refund requests received more than thirty days after the purchase date will be refunded with a KOKOBERNA.COM merchandise credit. Original shipping fees are non-refundable.

1.  EMAIL US - If the return label that was originally shipped is misplaced, please start your return request by emailing us at kokoberna@kokoberna.com. To expedite the process, we will need your order number and billing zip code to begin the return process.

2.  PRINT IT - Print the label from your email.

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

4.  SHIP IT - Take the package to the shipper location or request a package pick-up. Full instructions are included in the return label email.

INTERNATIONAL: Paid Returns

Orders shipped internationally are not eligible for free returns or merchandise exchanges; return shipping and handling fees will be deducted from your refund. Original shipping fees are nonrefundable.

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

Return or refund requests received within thirty days from the shipping date will receive a credit back to the original form of payment. Return shipping and handling fees will be deducted from your refund. Original shipping fees are nonrefundable.

Return or refund requests received more than thirty days after the purchase date will be refunded with a KOKOBERNA.COM merchandise credit. Return shipping and handling fees will be deducted from your refund. Original shipping fees are nonrefundable.

EMAIL US - 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. We will handle international returns on a case-by-case basis with the ultimate goal of making you happy.

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.

Every KOKOBÉRNA product has a made fresh date of birth and an open by date indicated on your KOKOBÉRNA box.

We recommend opening your KOKOBÉRNA product within twelve months of the date of birth indicated on the KOKOBÉRNA box that ships with your product. Once opened, the shelf life is six months.

Proper storage and care of your KOKOBÉRNA products include shaking well before each use, keeping it away from extreme temperatures (cold or hot) and keeping it out of direct sunlight.

GENERAL PRODUCT QUESTIONS

Great question. Our uncompromising commitment to sourcing the highest quality ingredients, the structure of our formulas, and the undeniable cost to maintain a specific manufacturing process, is reflected in the prices we charge for each KOKOBÉRNA product.

The following is advice we have shared frequently with customers who are looking to treat themselves well and really honor their skin but who are unable to dive fully into the collection at this moment in time:

- Take the skin type and product recommender quiz.

- Review the product recommendations and skin care tips.

- Where applicable, most of our products offer multiple options to select from. We hope by offering these sizing options, you are able to mix, match, and curate a unique skincare ritual that meets your needs.

- In addition, we offer two complimentary mini products with every order. These samples offer opportunity for discovery and typically last 2-3 days with AM/PM application.

- We believe these options offer flexibility to discover and customize your very own KOKOBÉRNA skin care ritual.

Contact us via email at kokoberna@kokoberna.com with further questions and please indicate your skin type results in the email.

According to our customers, you may start seeing noticeable results as early as instantly, however, full results typically appear after 30 days of AM/PM use. With consistency and dedication to your skin care routine, results will compound, your skin will begin to look radiant, and the results noticeable. This is why we love saying may you be #kokobernabeautiful because we believe that consistent use of KOKOBÉRNA skincare products really does give you a lifetime of healthy radiant glowing skin.

All KOKOBÉRNA products are excellent for most skin types because we formulate to the skin's molecular structure which is universal. The goal of all KOKOBÉRNA products is to rebuild the skin barrier back to normal. Doing so helps to nourish the skin for a lifetime and slow down the aging process, with dedication and consistency, of course.

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, dehydrated, and prone to increased skin care issues such as breakouts, redness, pigmentation, etc.

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, frequent flying, wind, and sun also 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 indigenous plant botanicals 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, minimize visible appearance of hyperpigmentation, reduce appearance of sun damage, as well as minimize the visible signs of aging.

We know you will love taking our comprehensive skin type quiz for the best KOKOBÉRNA skin care products suitable for your skin type.

May you always be #kokobernabeautiful.

 

Cleansing Milk, Cleansing Oil, Face Toner, Face Mist, Body Oil, and Body Polish

CLASSIC: 2-3 months with AM / PM application (3.33 FL OZ | 100ML ℮)

TRAVEL: 1-2 months with AM / PM application (1.67 FL OZ | 50ML ℮)

SAMPLE:  2-3 days with AM / PM application (0.17 FL OZ - 5ML ℮)

 

Face Serum, Face Oil, and Face Mask

PETITE: 2-3 months or  with AM / PM application (0.50 FL OZ - 15ML ℮)

SAMPLE:  2-3 days with AM / PM application (0.17 FL OZ - 5ML ℮)

 

KOKOBÉRNA topical products are safe for pregnancy, but as with any product, it is best to consult with your doctor.

In the case where there are known contraindications with KOKOBÉRNA ingestible products, we will indicate such information on our complete list of ingredients page and on the specific product detail page.

We love traveling the globe and have taken KOKOBÉRNA products through so many international airports and the feedback has been the beauty of our bottles and jars.

All KOKOBÉRNA products are offered in travel-friendly vessels to include:

- CLASSIC (3.33 FL OZ | 100ML ℮)

- TRAVEL (1.67 FL OZ | 50ML ℮)

- PETITE (0.50 FL OZ - 15ML ℮)

- SAMPLE (0.17 FL OZ - 5ML ℮)

The ability to mix and match your KOKOBÉRNA products, offers a customized skin care ritual that travels well in our KOKOBÉRNA organic cotton dust cover bag.