Frequently asked questions
Product & Quality
What is Modal, and why is it better than standard cotton?
Modal is a cellulosic fiber derived from sustainably harvested beech tree pulp. It is naturally softer, more breathable, and more moisture-wicking than conventional cotton.
The 60s yarn count (used in our Booie Boxer) is a measurement of yarn fineness. Standard underwear often uses 30s or 40s count yarn. A 60s count means the yarn is significantly finer, resulting in a fabric that is:
- Lighter and Smoother: It feels luxurious and barely there.
- Drapier: It conforms better to the body.
- More Durable: The tight weave prevents pilling and maintains shape over time.
What makes your products "premium" and worth the price?
Our pricing reflects a fundamental commitment to superior materials and masterful construction for longevity. The value is rooted in three core principles:
- Material Excellence: We select high-end, high-performance fibers — such as our signature 60s Modal — that are significantly more costly than standard cottons or low-grade synthetics, ensuring ultimate softness and breathability.
- Uncompromised Construction: Every product undergoes meticulous tailoring, utilizing techniques like seamless technology, precise stitching, and tagless designs to eliminate discomfort and ensure a perfect fit.
- Investment in Durability: Our products are built to be resilient. They are designed and tested to maintain their shape, softness, and integrity through years of washing, making them a lasting investment that reduces your need for frequent replacements.
How should I wash and care for my Kokoruno garments?
To maximize the life and quality of your Modal garments, we recommend:
- Machine Wash: Use a gentle cycle in cool or lukewarm water.
- Detergent: Use a mild, non-chlorine bleach detergent.
- Drying: Air-drying is highly recommended to preserve the fiber's elasticity and shape. If you must use a dryer, tumble dry on the lowest possible heat setting.
Where are your products manufactured?
Our products are manufactured both locally and globally. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
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.
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).
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.
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 immediately ineligible for return or refund, with the single exception of the First-Time Customer Guarantee.
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 (especially the intact security seal), your refund will be processed within 5–7 business days. 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: A fixed rate applies to all orders under the free shipping threshold.
- Free Shipping: All orders with a subtotal of higher than the free shipping threshold automatically qualify for complimentary standard shipping.
What are the estimated delivery times?
Our fulfillment hub is based in Shenzhen, China, which allows for fast delivery across Hong Kong, Singapore, and future regional markets.
- Hong Kong: 1–2 business days after processing.
- Regional Markets: 5–8 business days after processing.
Please note that delivery times are estimates and may vary slightly due to local customs processing or carrier delays.
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.