We’re happily based in Montréal, Canada.

Send us an email at info@kokonut.ca, and we’ll get back to you as soon as we can.

As soon as you place your order, you will receive an email confirmation along with an order number.

You may cancel your order only if the shipping label has not been printed and the order has not been processed or shipped.

❌ Exceptions: Orders placed during a TikTok live cannot be canceled.

No, orders placed during a TikTok live cannot be canceled.

Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.

We ship all over the world.

• Standard orders: 1 to 5 business days
• Express orders: 1 to 2 business days
• Orders including jewelry: Since all jewelry is handmade, processing may take a little longer.

Note: Processing may be extended during sales events and holidays.

• Quebec: 1 to 3 business days
• Ontario & New Brunswick: 3 to 6 business days
• Other provinces and regions: 4 to 12 business days

If your package is returned to us due to an incorrect or invalid address, you have two options:

• Refund: We will issue a refund excluding shipping fees.
• Reshipping: We can reship the order, but you will need to pay for the shipping fees again.

Please email us at info@kokonut.ca. If your order is never released by customs, we’ll send you a replacement.

No worries! Contact us at info@kokonut.ca, and we’ll guide you through the process.

We must receive your return request at info@kokonut.ca within 14 days from the date you received your order. Returns requests received after this period will not be processed. This applies to both domestic and international orders.

To request a refund or exchange, you must:

1. Email info@kokonut.ca within 14 days of receiving your order.
2. Provide your name, order number, item name, and reason for return.
3. Wait for approval before sending the item back. Unapproved returns will be refused.
4. Return the item new, unworn, and in its original packaging.

If you received a damaged item, please attach a photo to your email. We will assess if it qualifies for an exchange.

• Keep proof of shipment with a tracking number.
• Retain a photo of the package.
• Return shipping costs are the buyer’s responsibility and are non-refundable.
• Once your return is approved, you have 7 days to send the item back to us.
• Any return containing worn or damaged jewelry or swimwear will be refused, and return shipping costs will be at your expense.

Items damaged after being worn will not be eligible for refunds. However, if the item was damaged during shipping, you may qualify for an exchange only.

• Earrings (for hygiene reasons), all our earrings are hypoallergenic.
• Items purchased during TikTok lives (Exchanges are accepted for swimwear only)
• Permanent jewelry (custom-cut to your size)
• Items with a discount over 20% or more
• Final sale items
• Mystery products or free gifts
• Custom Charm Bar items (handmade per your specifications)
• Items purchased at pop-up events

Your refund will be processed within 14 working days from the date we receive the return. You will receive an email notification once it has been processed.

Unfortunately, shipping fees are non-refundable. We only refund the amount paid for the product.

Yes! If you prefer an exchange instead of a refund, we will cover the shipping costs for the replacement item.