Shipping policy

1. Order Processing Time

All orders are processed and prepared for shipment within 1-2 business days (Monday-Friday, excluding holidays) from our warehouse. Orders placed after 12 PM on Friday or on weekends will begin processing the following Monday.

2. Hong Kong (Domestic) Shipping

We use reliable standard ground shipping services (e.g., SF Express) for all Hong Kong orders.

3. Shipping Costs

Hong Kong Orders:

  • Orders under HK$350: A flat rate shipping fee of HK$35 will be applied at checkout.

  • Orders HK$350 and over: Enjoy FREE shipping.

International Orders:

  • Shipping rates and free shipping thresholds for international destinations vary by region.

  • Exact shipping costs will be calculated and displayed at checkout before you complete your payment.

4. Order Tracking

Once your order has shipped, you will receive a shipping confirmation email containing your tracking number. You can use this number to monitor the progress of your delivery directly on the carrier's website.

5. International Shipping

We offer shipping to select international destinations, with more to come in the future. To confirm if we ship to your region, please enter your address at checkout.

Customs, Duties & Taxes: Please be aware that international orders may be subject to import taxes, customs duties, and fees levied by the destination country. These charges are not included in our product prices or shipping fees.

  • Customer Responsibility: The recipient is the importer of record and must comply with all laws and regulations of the destination country. Any additional charges for customs clearance must be fulfilled by the recipient; Kokoruno has no control over these charges.

  • Refusal of Delivery: If a shipment is refused due to unexpected import fees, the cost of the original shipping, any return fees, and administrative costs will be deducted from your refund.

6. Lost or Damaged Packages

If your package is lost in transit or arrives damaged, please contact our customer service team at support@kokoruno.com immediately. We will work with the shipping carrier to resolve the issue and ensure you receive your order.

7. Important Notes

  • Address Accuracy: Please ensure your shipping address is entered correctly at checkout. We are not responsible for orders shipped to incorrectly provided addresses. If an order is returned due to an incorrect address, additional shipping fees may apply for re-shipment.

  • Delivery Issues: We are not responsible for packages that are marked as delivered by the carrier but are not received by the customer. However, if your package is marked as delivered but not received, please check with neighbors or your building management, and reach out to us at support@kokoruno.com so we can assist you in contacting the carrier to investigate.

8. Contact Information

If you have any questions about your order or our shipping policy, please don't hesitate to reach out to our customer service team: Email: support@kokoruno.com