FREQUENTLY ASKED QUESTIONS

Welcome to our Customer Service section. Thank you for your interest in CASA KOKOBÉRNA.
Please don't hesitate to contact us at any time if you need further assistance: hello@kokoberna.com

SKIN CARE 101

WE LOVE SKIN CARE AND ENJOY EDUCATING OUR CUSTOMERS ON THE BEST SKIN CARE TIPS! WE HELP YOU CUT THROUGH ALL THE CONFUSION AND LEARN WHAT IS BEST FOR YOUR SKIN BY ANSWERING SOME OF YOUR MOST ASKED SKIN CARE QUESTIONS.

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.

So how do the highly hydrophobic lipids and proteins on the skin’s surface get nourished with a face oil, a serum, and/or a moisturizer when they resist water?

The skin naturally repels water, think perspiration where the skin doesn't absorb sweat or when you take a shower.

A moisturizer is a complex mixture of chemical agents specially designed to make the external layers of the skin softer and more pliable. They increase the skin's hydration by reducing evaporation. A good moisturizer should contain a balance of beneficial ingredients but its high-water content makes it ineffective in penetrating the skin’s hydrophobic lipid barrier, which is why you might notice your skin is still dry after using the wrong moisturizer that has a high-water content. Also, if you are not exfoliating, dead skin cells makes it hard for even a best moisturizer to penetrate the skin effectively. We focus our entire skin care range on oils and butters as is done since ancient times in West Africa.

A serum typically has a higher concentration of research-proven active ingredients and significantly less water content, allowing it to penetrate the hydrophobic lipid barrier. Our FACE SERUM is meticulously formulated with 49 skin-transforming age-fighting ingredients that include plant phytosterols, aloe vera pulp in lieu of water, essential fatty acids from plant oils, and bioactive plant peptides allowing it to penetrate the lipid barrier and deliver nutrients that soften the appearance of fine lines and wrinkles, help skin appear firmer, and boost skin collagen and elastin production from within.

A face oil is an anhydrous (no water content) serum composed of essential fatty acids. If you want to repair your lipid barrier, you must feed it 100% essential fatty acids. Because plant oils have high amounts of essential fatty acids, they penetrate the lipid barrier more easily and make for an excellent moisturizer and hydrator for skin. Our FACE OIL is precisely formulated with 33 fast-absorbing nutrient-rich native plant oils to repair the lipid barrier, instantly soften and smooth, restore lost radiance, and lock in all-day moisture. We recommend layering the FACE OIL over the FACE SERUM as part of your AM routine and alone in the evening.

Yes, CASA 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.

CASA 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.

SHIPPING & RETURNS

WE ARE PLEASED TO OFFER FREE GROUND SHIPPING VIA USPS PRIORITY ON ALL U.S. ORDERS THAT ARE OVER $100, BEFORE TAXES AND AFTER DISCOUNTS ARE APPLIED. YOUR PACKAGE WILL BE DELIVERED WITHIN 3 TO 5 BUSINESS DAYS. 

CASA KOKOBÉRNA 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, CASA 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, taxes, or fees.

Shipping fees are free of charge on U.S. orders $100 or more [excludes Hawaii and Alaska]. Charges will be applied depending on the country of delivery. 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. International orders are shipped via FedEx or DHL only.

CASA KOKOBÉRNA is pleased to offer free ground shipping on all U.S. orders that are over $100, before taxes and after discounts are applied. Your package will be delivered within 3 to 5 business days. If you require your package by a specific date, we recommend choosing another shipping option at checkout.

THREE DAY DELIVERY
Your order must reach us by 12:00 PM EST and 3-DAY AIR must be selected at check-out. The shipment will normally be delivered within three business days.

EXPRESS/SECOND DAY DELIVERY
Your order must reach us by 12:00 PM EST and 2ND DAY AIR must be selected at check-out. The shipment will normally be delivered within two business days.

OVERNIGHT DELIVERY
Your order must reach us by 12:00 PM EST and OVERNIGHT SHIPPING must be selected at check-out.  The shipment will normally be delivered the following business day.

SAME DAY DELIVERY
Customers in Coconut Grove, Downtown Brickell, South Beach, Midtown who order before 12:00 PM EST, Monday - Friday, can select SAME DAY DELIVERY for a fee of $50.

Once we have shipped your order, we will send you an email with shipping details and a tracking number. Follow the link in the email to check the estimated arrival of your order.

You, or an authorized person, must sign for your order upon arrival. This ensures your purchases are safely delivered to you. If you are unavailable when your package arrives, you will receive a re-delivery slip.

We cannot ship to Post Office Boxes, APO/FPO addresses, freight forwarders, hotel or motel address.

The CASA KOKOBÉRNA Kitchen is FDA-approved and compliant. Therefore, we cannot restock or resell products that have been returned to us. All products returned to CASA KOKOBÉRNA will be discarded per FDA guidelines, creating waste for the landfill. Consequently, it is extremely important that you take the following steps to ensure that you are completely satisfied with your order before it leaves our kitchen.

While we do offer refunds and replacements on products that are damaged during shipping, we do not offer refunds or accept returns for variations in viscosity, scent, color—these will all vary from batch to batch. Natural ingredients are not identical and can cause variations in the final products, just as one orange is different from another. Because CASA KOKOBÉRNA uses the absolute freshest natural ingredients possible to handcraft the products we sell, we do not buy huge lots of ingredients at any given time. This means that our ingredients and products are inherently mutable as they are subject to changes in nature. For example, did you know that coconut oil may fluctuate in color depending on the growing conditions, varietal, harvest time, etc.?

To help reduce waste and ensure you are happy with your product choices, we recommend the following steps.

BEFORE PLACING AN ORDER:

We offer mini travel-sizes for all of our skin care products and recommend purchasing one of them before purchasing a full size. You can also talk with our customer service team via Facebook Messenger to learn more about our products. Double-check your shopping cart to make sure it includes the correct products you intended to purchase.

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 CASA KOKOBÉRNA before your order ships. For example, you may have provided an incorrect shipping address or accidentally ordered the wrong product. It’s okay--it happens! If you catch the error quickly we can fix it and happy to assist you. Contact us via Facebook Messenger for a quicker response or email us at hello@kokoberna.com.

You may return any non-final-sale product ordered on the kokoberna.com website for refund within fourteen (14) calendar days from the delivery date. Returned products must be in their original condition, unused, unwashed, unaltered, and in the same condition in which it was received with all tags attached, and in the original packaging and compostable wrap (including, if possible, the original delivery box). The original invoice must be provided with any return.

Please be aware we cannot guarantee that we will receive your returned item. When shipping an item back to us, you should consider using a trackable shipping service or purchasing shipping insurance. Please retain your postal receipt from the shipping carrier until you are certain your parcel has been safely received by us. We may need to see this if we fail to receive your package so we can assist in locating the returned item on our end.

International customers: Because duties and taxes are collected by the governing country, we cannot provide a refund for these expenses. This includes brokerage fees for Canadian customers.

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. Once the package has been returned to us and we have verified the damage, we will organize for a replacement to be sent to you.

QUADPAY

QUADPAY IS A PLATFORM BUILT FOR ONLINE SHOPPERS THAT EMPOWERS YOU TO BUY NOW, PAY OVER TIME, AND AVOID INTEREST REPAYMENTS.

QuadPay’s payment platform gives you the choice to pay for your CASA KOKOBÉRNA purchases via 4 interest-free installments. Your linked payment card at check out will be charged in 4 installments over a period of 6 weeks. By using QuadPay, you will only pay 25% of your order on day one, with 0% interest, no APR.

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 U.S.

- Be at least 18 years old

- Have a valid and verifiable mobile number

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

Please note that products less than $45 are not eligible for QuadPay.

QuadPay is completely secure. 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. 

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.

CASA KOKOBÉRNA return policy is for damaged goods within 14 days of purchase. 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.

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

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