CLIENT SERVICES

COVID-19 NOTICE

To join in the efforts to socially distance and stop the spread of COVID-19, we are asking our all of our employees to work from home, as needed.

Our website will remain open and operational during this time. We will do our best to ensure all orders received are shipped in a timely manner but ask for your patience as there will be inevitable delays in production and shipping especially around the holidays or extended lockdowns. We will continue to update our website and social media platforms for any changes that may occur.

Meanwhile, if you have further questions or need something by a specific date, please reach out to us at guestservice@kokoberna.com and we will address your concerns to the best of our ability.  

In regards to returns, we are unable to accommodate any returns or refunds at this time.

Please stay safe and healthy, and thank you for your patience.

KOKOBÉRNA

PLACING AN ORDER

KOKOBÉRNA collects payment for all items purchased on preorder at the time the order is placed.

Once an order is placed, you will receive an order confirmation email. Please note that once an order has shipped, we are not able to cancel or change the order. We cannot change the shipping address or the shipping method selected.

We are not able to price match or make pricing adjustments.

Welcome to the exclusive KOKOBÉRNA Loyalty Program where you are invited to earn Club Points and save on your next purchase.

Sign Up - Earn 200 Club Points | Instantly receive 200 Club Points when you signup

Birthday - Earn 200 Club Points | Receive 200 Club Points every year to celebrate your birthday

Follow Us - Earn 100 Club Points | Receive 100 Club Points when you follow us on Instagram

Refer A Friend - Earn 500 Club Points | Refer a friend and receive 500 Club Points when they make their first order.

Spend $1 - Earn 1 Club Point | For every dollar spent, you earn 1 Club Point

Our beloved customers love exploring and discovering what best resonates with their skin. We include two complimentary mini skincare with every KOKOBERNA.COM order shipping worldwide.

If there are any specific mini skincare products you prefer to receive, please let us know by leaving us a note in your shopping cart and we will do our best to accommodate your request based on availability. 

Applicable sales tax will be calculated during checkout based on your shipping address.

You will receive a shipping confirmation email, containing a tracking number, once your order is picked up by the carrier from our studio. For additional inquiries about the status of your order, please contact us via email at guestservice@kokoberna.com.

KOKOBÉRNA offers FREE Standard Ground Shipping on all orders shipping within the United States.

We do not ship to PO Boxes, APO/FPO addresses, freight forwarders, or hotel addresses.

All international orders (outside of the USA) may be subject to additional sales tax, import duties, and customs charges at the receiver's expense. This rate is determined by the receiving country. We do not collect tax, duties, and customs charges for international orders at the time of checkout. You should be prepared to pay these additional fees at the time you receive your order. Please contact your local customs office for further information.

You also have the option to update the website to reflect your preferred currency based on your location. You can do so by clicking the country flag at the bottom of any page. If your local currency is not listed, the default store currency is USD.

We do not ship to PO Boxes, APO/FPO addresses, freight forwarders, or hotel addresses.

BEFORE PLACING AN ORDER

- Review our complete list of ingredients for all products. This is the most updated and complete ingredient disclosure.

- We recommend purchasing a mini skincare product before investing in a full-size product. Our collection of mini skincare is the best way to discover the brand and patch test the products with minimal investment. Mini sizes are not available for our wellness treatments and lifestyle products.

- We recommend signing up for the Club Points Program before you finalize your purchase.

- We suggest exploring the most recent exclusive offers you might be eligible for.

- Should you have further questions, please do not hesitate to email our guest service team.

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 prior to your order being shipped, we can fix it. However, once your order has been fulfilled 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 Guest Service 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 guestservice@kokoberna.com. We always do our best to take care of our customers.

PAYMENT INFORMATION

KOKOBÉRNA accepts Visa, Mastercard, Discover, American Express, PayPal, Amazon Pay, Apple Pay, Google Pay, Shop Pay, Bitcoin, and Afterpay Installments. Please note only one (1) form of payment method may be used on a single order.

For the security of our shoppers, we have fraud protections in place during our entire checkout process.  If you are attempting to checkout and receive the following error message "transaction cannot be processed" please contact your bank in order for them to authorize the transaction.

Once your order has been placed, your credit card is charged according to the amount and currency of your order, including any applicable taxes and shipping fees.

We collect payment for all items purchased on preorder at the time you place the order.

All information shared with KOKOBÉRNA when placing an order is confidential. For additional information please read our privacy policy.

All international orders (outside of the U.S.) may be subject to sales tax, import duties, and customs charges at the receiver’s expense. This rate is determined by the receiving country. We do not collect tax, duties and customs charges at the time of checkout. You should be prepared to pay these fees at the time you receive your order. Please contact your local customs for further information.

SHIPPING POLICY

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 high value of our products, there will be a signature required upon delivery of all packages.

At KOKOBÉRNA we oftentimes offer special preorder pricing for new products launched in exchange for later delivery dates. You will receive a confirmation email as soon as your order is shipped.

Due to new safety precautions, please allow 5-7 business days for your order to be processed and shipped.

Processing and shipping times may increase during holidays and other peak seasons.

You will receive a shipping confirmation email containing a tracking number once your order leaves our studio. 

Please note that once an order has shipped it cannot be cancelled or changed. We cannot change the shipping address or the shipping method selected.

KOKOBÉRNA offers Free Standard Ground Shipping for all orders shipping within the United States. Orders are sent via Ground Shipping and could take 5-7 business days to arrive once your order leaves our studio. This is in addition to the processing time needed due to COVID-19 safety precautions.

There will be shipping costs on purchases of collaboration products.

Shipping costs will be calculated at checkout and will be based on your shipping address and estimated weight of your package. 

For deliveries to Alaska, Hawaii and Puerto Rico, your order will be automatically upgraded to standard air delivery at checkout.

We are unable to combine separate orders into a single shipment.

We do not ship to PO Boxes, APO/FPO addresses, freight forwarders, or hotel addresses.

DUE TO COVID-19 STAFFING PRECAUTIONS, WE DO NOT GUARANTEE EXPEDITED SHIPPING AT THIS TIME EVEN IF YOU SELECT AND PAY FOR THE OPTION.

Although we ship worldwide to Canada, Africa, Asia, Australia, Europe, New Zealand, Central & South America, international shipping rates vary.

There will be shipping costs on purchases of collaboration products.

During checkout, shipping costs and estimated delivery dates are calculated based on your location and estimated weight of your package. This is in addition to the processing time needed due to COVID-19 safety precautions.

All international orders (outside of the USA) may be subject to additional sales tax, import duties, and customs charges at the receiver's expense. This rate is determined by the receiving country.

We do not collect tax, duties, and customs charges for international orders at the time of checkout. You should be prepared to pay these additional fees at the time you receive your order. Please contact your local customs office for further information.

You can receive a refund on an order that was damaged/ opened in transit.

It is normal for shipping carton to show some wear however, if substantial damage occurred when your order is delivered, please immediately take photographs of the damaged package before checking the contents inside. Please send all pictures and submit a claim via the courier that delivered your order.

Next, please contact us at guestservice@kokoberna.com with the claim confirmation, supporting documentation, and your order number.

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

If your package cannot be delivered to the given shipping address due to incorrect shipping address and/or phone number, the package will be returned to the sender (KOKOBÉRNA) at the customer’s expense. The expense includes shipping costs the returned package may have incurred; this amount will be deducted from the total of the amount to be refunded.

If the receiver is absent upon all delivery attempts, your package will be held at the local carrier company’s center for pick up. If the customer fails to pick up the package for any reason, the package will be returned to the sender (KOKOBÉRNA) at the customer’s expense. The expense includes shipping costs the returned package may have incurred; this amount will be deducted from the total of the amount to be refunded.

For international customers, if you refuse receipt of your package, the package will be returned to KOKOBÉRNA at your expense. The expense includes shipping costs and any duty and tax the returned package may have incurred; this amount will be deducted from the total of the amount to be refunded.

Packages will be held at your local customs office for 30 days, after which it will be deemed abandoned. Customers who have abandoned a package will forfeit the right to an exchange or refund for their order.

RETURN POLICY

YEMỌJA by KOKOBÉRNA™ is an exclusive annual prepaid membership and therefore non-refundable.

KOKOBÉRNA Gift Cards are considered downloadable products and therefore 100% non-refundable at time of purchase.

If for any reason you are not completely satisfied with the products purchased exclusively from KOKOBÉRNA, you may request a refund within 30 days the shipping date. Just send us the items you would like to return, unused and in their original package. No questions asked.

We do not, however, accept returns of KOKOBÉRNA products purchased at our retailer partners' online or offline locations. Please return your items to the original point of purchase.

You are welcome to return anything that was ordered exclusively from KOKOBÉRNA within 30 days from the shipping date. Return requests received more than thirty days after the shipping date are non-refundable.

Although there is a 30-day return policy, we ask that return 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 requests received within thirty days from the shipping date will receive a refund back to the original form of payment less any shipping fees paid by customer. No exceptions.

1.  EMAIL US - If the return label that was originally shipped is misplaced, please start your return request by emailing us at guestservice@kokoberna.com. To expedite the process, login to your account to retrieve the order number. Email us this information and billing zip code to begin the return process. To reduce fraudulent charges to your account, we ask you to take this precautionary step.

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. We recommend you obtain a receipt of your drop-off and/or note the tracking number.

If you prefer to ship back your item to us using a different shipping method, please be sure to send the package using a trackable shipping method with insurance to the address below: 

KOKOBÉRNA, INC., ATTN: Online Returns, 1100 Brickell Bay Drive, Suite 113 - Unit 316073, Miami, FL 33231

All international returns must be shipped back to KOKOBÉRNA at the customer’s expense.

Please contact KOKOBÉRNA customer service at guestservice@kokoberna.com for return instructions specific to your country.

Return requests received at our studio center within thirty days from the shipping date will receive a refund back to the original form of payment. Return shipping and handling fees will be deducted from your refund. Original shipping fees are nonrefundable and excluded from the final amount to be refunded.

Please pack all items you are returning and include your original packing slip, noting the items you are returning. We recommend you obtain a receipt of your drop off and/or note the tracking number. You will receive an email notification once your item is received back at our studio center.

Be sure to send the package using a trackable shipping method with insurance to the address below: 

KOKOBÉRNA, INC., ATTN: Online Returns, 1100 Brickell Bay Drive, Suite 113 - Unit 316073, Miami, FL 33231

REFUND POLICY

You will receive an email notification once we have issued your refund. Once we issue your refund, please allow 10-14 business days for this to appear on your bank statement.

We do not offer store credit and all refunds will be returned to the original form of payment. No exceptions.

EXCHANGE POLICY

Because of the high value of our goods, we are unable to offer automatic exchanges at this time.

Should you require a different size or a different item, please return your order following the instructions noted below and place a new order for your desired item on kokoberna.com.

If we need to cancel your order due to lack of product availability, we will notify you by email and will refund the amount charged immediately.

If you need to cancel a full order prior to the order being shipped, notify us by email with the order number and we will refund the amount charged immediately.

Please note that it may take up to 10-14 business days for the funds to reflect back on your bank statement.

KOKOBÉRNA PRODUCT QUESTIONS

Due to the handcrafted bespoke nature of our products, every KOKOBÉRNA product has a made fresh date of birth and an open by date indicated on the KOKOBÉRNA box that ships with your order.

Please enjoy our freshly handcrafted treatments as soon as you receive them. Although we advise a shelf life of one year, we encourage opening each KOKOBÉRNA vessel within 6 months of your order's date of birth. This reminder is marked on the bottom of every KOKOBÉRNA box.

Your skin desires to be fed each and every day with the right nutrients and with love. Under the best conditions, each of our products is stable and will last well beyond the one year shelf life, however we encourage you to open sooner and experience the highest possible level of healing whole plant nutrients to nurture body + mind + spirit™.

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.

Most of our products are offered in travel-size friendly vessels to include:

- MINI (0.17 FL OZ - 5ML ℮)

- PETITE (0.50 FL OZ - 15ML ℮)

- TRAVEL (1.67 FL OZ | 50ML ℮)

- CLASSIC (3.33 FL OZ | 100ML ℮)

- TEA CADDY (5.00 FL OZ | 150ML ℮)

Whether that's to Paris, Singapore, Mumbai, Dubai, or New York City, we love traveling the globe with KOKOBÉRNA therefore our products are compact and carryon friendly especially when placed in the KOKOBÉRNA organic cotton dust cover bag. Place them in a handbag, carryon, or checked baggage.

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

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, hyperpigmentation, 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 age 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 ℮)

MINI:  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 ℮)

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

Herbal Teas

CADDY: 60 cups of tea - 30 days with 1 teaspoon serving per day (5.29 OZ | 150g ℮)

 

Our uncompromising commitment to sourcing the highest quality ingredients albeit at a higher cost because of our small business size, 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 honor their skin but who are unable to dive fully into the collection.

For example, when you order our time-honored minimalist routine for the first time, we have an exclusive welcome offer that includes three mini skincare trios which when added to cart with the offer code "WELCOME" will be complimentary. We include two complimentary mini skincare products with every order and recommend signing up for the Club Points Program before you finalize your purchase.

U.S. orders receive complimentary shipping and the ability to split payments into four using the Afterpay service at checkout.

We believe these options offer the most flexibility to help you discover and experience The KOKOBÉRNA Collection. You are welcome to email our guest service team should you have further questions.

According to our customers, you may start seeing noticeable results as early as the first application, 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 always be #kokobernabeautiful" because we believe that consistent use of KOKOBÉRNA skincare products really does give you a lifetime of healthy radiant glowing skin.