Tell us what happened and how we can help. Your request will be reviewed by our team. Please wait for approval and instructions before sending anything back.
Choose the right request
- Standard return or exchange: Request within 30 days of delivery. Items must be unworn, unwashed and unaltered, with original tags and labels attached, original packaging and intact packaging seals for intimate products. Exchanges for another size or colour are subject to stock.
- First-Time Customer Guarantee: First-time customers can request a refund for one tried eligible intimate-apparel item per household within 30 days of delivery and keep that item. Additional unopened items follow the standard return requirements.
- Manufacturing defect: Tell us about the defect. These requests are considered regardless of condition and are subject to inspection.
Authorized returns and exchanges are free. If a return is approved, use only the prepaid label and instructions we send. Do not send items to our Hong Kong office or arrange your own postage.
Read our full refund policy for all conditions.
Photos, if helpful
For an unopened item, photos of the packaging, seal and product label can help us review your request. For a defect, show the affected product and the issue. Please send product or packaging photos only, without people, body photos or personal documents. A seal photo is not required for a First-Time Customer Guarantee request.
Need help? Email support@kokoruno.com with your order number.