Frequently asked questions
Product & Quality
What is Modal, and why do we use it?
Modal is a cellulosic fiber made from wood pulp. In Booie underwear, it gives the body fabric a soft, smooth feel.
The 60s yarn count used in Booie is a measurement of yarn fineness. Fine yarn gives the knit a light, smooth feel.
- Body Fabric: 90% TENCEL™ Modal / 10% Spandex, with stretch for everyday movement.
- Waistband: 90% Nylon / 10% Spandex, a separate blend from the body fabric.
- Care: Follow the product care instructions to help preserve softness and shape.
What makes your products "premium" and worth the price?
Our pricing reflects a commitment to quality materials and considered construction. The value is rooted in three core principles:
- Material Excellence: We use TENCEL™ Modal with Spandex in Booie’s body fabric for softness and stretch.
- Uncompromised Construction: Booie uses tagless construction, a seamless back panel, and a smooth no-fly pouch, designed for everyday comfort.
- Care: Follow each product’s care instructions to help preserve its fabric and shape.
How should I wash and care for my Kokoruno garments?
For Booie underwear, follow these care instructions:
- Machine Wash: Wash cold with like colors.
- Detergent: Avoid bleach and fabric softener.
- Drying: Tumble dry low, or line dry.
- Do not iron or dry clean.
For product-specific instructions, see our Care Guide.
Where are your products manufactured?
Booie underwear is made in China. Please see each product page for its materials and manufacturing details.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
See our Shipping Policy for current country rates and free-shipping thresholds.
Returns & Refunds
What is your general return and exchange policy?
We offer a 30-day return and exchange window from the date of delivery.
For an item to be eligible for a full refund or exchange, it must be unworn, unwashed, and have all original tags attached. Any product packaged in a sealed box must also have its Kokoruno Security Sticker completely intact (see Hygiene Policy below). These condition rules do not apply to the First-Time Customer Guarantee or to items with a manufacturing defect.
Read the full Refund Policy here.
What is the First-Time Customer Guarantee?
We want you to feel confident trying Kokoruno for the first time.
If you are a first-time customer, you may try one single item (e.g., one boxer brief from a 1-pack or 3-pack). If you are not completely satisfied with the fit or feel, we will issue a full refund for that specific item, and you do not need to send it back.
Any additional items from the same order must meet the standard return policy (unopened, sealed) to be eligible for a refund, unless the item has a manufacturing defect.
Why is the security sticker so important? (Hygiene Policy)
For the protection of all our customers and to maintain the highest standard of hygiene, intimate Kokoruno items are sealed with a unique Security Sticker.
If the security seal is broken, torn, or voided, the item is ineligible for a standard return or refund. A broken seal does not remove eligibility under the First-Time Customer Guarantee, or when the item has a manufacturing defect.
This strict policy ensures that every garment you purchase is guaranteed to be brand-new and untouched.
How do I initiate a return or exchange?
To start a return or exchange process, please contact our dedicated support team with your order number:
Email: support@kokoruno.com
We will provide you with a prepaid return label (for authorized returns) and clear instructions within 48 hours. We offer free exchanges for different sizes (subject to availability).
How long will it take to receive my refund?
Once your returned package is received at our facility and verified to meet the eligibility requirements, your refund will be processed within 5–7 business days. An intact security seal is required for a standard return, and is not required for a manufacturing defect. Funds should appear back in your original payment method within 10 business days, depending on your bank.
Ordering & Shipping
How long does it take for my order to process?
Once you place your order, we strive to process and package your items within 1–2 business days. During peak promotional periods (like sales or holidays), processing may take up to 3 business days. You will receive a separate email notification once your order has shipped.
What are the shipping costs and the free shipping threshold?
We offer simple, transparent shipping:
- Shipping Rate: Rates depend on your delivery country. The shipping cost for your order is shown at checkout before you pay.
- Free Shipping: The minimum order amount depends on your delivery country.
See our Shipping Policy for the current rates and thresholds.
What are the estimated delivery times?
Orders ship from our fulfillment warehouse in China. Estimated transit after dispatch:
- Hong Kong: 1–3 business days.
- Macau: 1–3 business days.
- Singapore: 4–6 business days.
- Malaysia: 7–10 business days.
- South Korea: 6–9 business days.
- Taiwan: 3–6 business days.
- Philippines: 5–10 business days.
- Thailand: 5–10 business days.
- United States: 5–10 business days.
- Japan: 4–7 business days.
- United Arab Emirates: 5–8 business days.
Order processing usually takes 1–2 business days before dispatch, or up to 3 during peak periods. Delivery dates are estimates. Customs, public holidays, peak periods, remote addresses or carrier delays can extend delivery beyond these estimates.
How can I track my order?
Once your order ships, you will receive an email containing a tracking number and a link to the carrier’s website. Please allow up to 24 hours for the tracking number to activate and display up-to-date information.
Can I change or cancel my order after it has been placed?
If you need to change or cancel your order, please contact us immediately at support@kokoruno.com. We can only guarantee changes or cancellations if the order has not yet been processed by our warehouse (usually within 12 hours). Once tracking information is generated, we are unable to make any modifications.