Terms & Conditions
For safety and security, each customer is allowed to create only one registered account by default. For customers who attempt to create several accounts, we reserve the right to suspend accounts without further notice.
Whilst all efforts are made to ensure accuracy of product descriptions, specifications and pricing there may be occasions where errors arise. Should such a situation occur KoKo Royale cannot accept your order. In the event of a mistake you will be contacted with a full explanation Ordinarily we are unable to refundand a corrected offer. The information displayed is considered as an invitation to treat not as a confirmed offer for sale. The contract is confirmed upon supply of goods.
Given the popularity and/or supply constraints of some of our products, KoKo Royale may have to limit the number of products available for purchase. KoKo Royale reserves the right to change quantities available for purchase at any time, even after you place an order.
Both parties agree that, following order dispatch, transportation is the sole responsibility of the third-party logistics company. During this stage, full ownership of the product(s) belongs to the buyer; all associated liability and risks during transportation shall be borne by the buyer.
Reach us anytime via Help & Support.
Customers can cancel their order at anytime prior to shipping; please contact us via Help & Support. However, once the order has been dispatched, the order cannot be canceled, changed, or refunded. Upon receipt of the package, our Exchange and Return policy comes into effect.
Shipping and Delivery
Shipping (“ships in”) times displayed on KoKo Royale refer to the estimated time it takes for packages to leave our hands. Since the actual delivery of your order can be impacted by many events beyond KoKo Royale’s control once it leaves our facilities, KoKo Royale cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery.
There may be occasions when KoKo Royale confirms your order but subsequently learns that it cannot supply the ordered product. In the event we cannot supply a product you ordered in a timely fashion, KoKo Royale will contact customers and offer to cancel the order and refund purchase prices in full.
We try to make the delivery process as simple as possible and we are able to send your order either to you home or to your work place. Express shipments can only be delivered to physical addresses.
Shipping and delivery times are calculated in working days from Monday to Friday. In the case of major holidays such as Christmas, please allow extra delivery time. During those special occasions we will provide notices to reflect possible delays.
Customers are responsible for providing complete and accurate shipping addresses. KoKo Royale cannot make changes to your shipping address once a package has been shipped, and KoKo Royale is not liable for packages lost due to incomplete or inaccurate addresses.
All orders reported as “delivered” by shipping companies are considered delivered. KoKo Royale cannot be made liable of non-delivery in this case.
Exchange and Returns (Satisfaction Guarantee)
If when you receive your product(s), you are not completely satisfied you may return the items to us, within 30 days for refund. Returns will take approximately 5 working days for the process once the goods have arrived. The precise length depends on the payment provider used (e.g. ApplePay, credit card company, etc). Items must be in their original packaging, all the original boxes must be intact and included, along with all packaging materials, blank warranty cards, plus all accessories, documents provided and any other product related materials that were originally delivered as a part of your product’s purchase.
You must first contact us and be in receipt of a return merchandise authorisation (RMA) number before sending any item back. Any product returned without a RMA number will not be refunded.
The money back guarantee does not cover volume/wholesale and customized orders.
Shipping back to KoKo Royale is paid for by the customer. Ordinarily we are unable to refund you postal fees.
Any product returned found not to be faulty, damaged or defective in any way can be refunded in-kind with Kookies, within the time stated above. Kookies can then be used to select a replacement product. Goods found to be tampered with by the customer will not be replaced but returned at the customer’s own expense.
By default, the refund amount cannot exceed the original order amount paid to KoKo Royale.
Discounted products cannot be returned. No refunds or replacements will be made.
We try very hard to ensure that you receive your order in pristine condition. If you do not receive the products ordered, please contact us. In the unlikely event that the product arrives damaged or faulty, please contact us immediately.
While we try in good faith to be as accurate as possible, we do not warrant that product descriptions or other content is accurate, complete, reliable, or error free. From time to time there may be information on KoKo Royale that contains typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability.
We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. If a key product specification is changed after you place an order or within seven days of delivery, you can cancel and return the order for a full refund.
Prices and availability of items are subject to change without notice. The prices do not include import tax and duties, should your package become examined and deemed taxable by your local customs. Payment of these is the responsibility of the buyer.
Although KoKo Royale will always strive to resolve issues to the satisfaction of the customer in a professional, courteous and friendly fashion, we will not tolerate any unacceptable or unreasonable behavior towards our Customer Service Team members.
Unacceptable behavior directed towards Customer Service staff or KoKo Royale may, for example, include any of the following:
Aggressive, abusive and threatening behavior. Persistently making habitually demanding or vexatious complaints, despite the matter having been fully addressed; similarly, repeating complaints persisting despite reasonable and fair solutions being offered in accordance with our policies.
Excessive number of complaints compared to the total purchase value history.
For such behavior, complainants may be advised and formally notified of the following:
Their language is considered offensive, abusive, threatening, and wholly unacceptable.
They must refrain from using such language, intimidation, and threats.
There will be no further exchange of correspondence on the matter if they persist with this behavior.
KoKo Royale reserves the right to no longer accept orders from the customer in the future without further notice.
Conditions Of Use
Content included on the site such as text, graphics, logos, button, icons, images, audio clips, digital downloads and software are owned by KoKo Royale or the respective product Brands and are protected by international copyright laws.
License and Site Access
KoKo Royale grants you a limited license to access and make personal use of this site. This license does not include any forms of commercial use of this site or its contents, any collection and use of any products, any collection and use of any product listings descriptions or prices, any derivative use of this site or its contents, any downloading or copying of account information for the benefit of another merchant, or any use of data mining, robots or similar data gathering and extraction tools. This site may not be reproduced, duplicated, copied, sold, resold, or otherwise exploited for any interest without express written consent from KoKo Royale.
Effective as of December 20, 2016