Shipping and Delivery Policy

Overview

Currently, KOKO Mall offers to ship within Australia only. However, we may consider International Shipping in the future. If you do wish to buy from us and are currently not in Australia, kindly email us at manager@kokomall.com.au to discuss further.

Domestic Shipping

 *Please use these delivery time as a guide only. These time doesn’t include any possible delays due to payment authorisation, Australia Post delays or other issues.

All parcels are shipped from Sydney, Australia. We will dispatch your parcel within 1-2 business days of receiving the order (excluding weekends and public holidays). Please take note during busy seasons, your order may take 5-7 days to dispatch. If a shipping delay occurs, We will inform customers of the issue within 72 hours.

Once your order is ready for dispatch, we will send you an email notification with a tracking number (please make sure you enter your email address during purchase). Please note that the tracking number will not show up immediately. Kindly allow up to 12 hours for tracking to show as it takes time between packing and first scan when onboard for delivery.

We use two different delivery company depending on where the parcel is sending to. Your actual delivery time can be tracked through Fastway or Australia Post once your order is dispatched with a tracking number. You can use this number to track your order here:

Sendle: https://try.sendle.com/en-au/tracking

Australia Post: https://auspost.com.au/mypost/track/#/search

If you would like to calculate estimated delivery time from Sydney (Postcode: 2137) to your postcode, please check via:

https://auspost.com.au/parcels-mail/calculate-postage-delivery-times/#/

Important Note

• Estimated delivery time using the link above does not include packing time of your parcel, please allow 1-2 business day for us to pack and dispatch.
• Final Purchase Value is calculated after promotional codes are applied.
• Shipping may take additional time during sale periods, holidays and extreme weather events.
• Please allow additional time for regional and rural deliveries.
• We may adjust the shipping costs without prior notice.
• We deliver to PO BOX & Parcel Lockers.
• KOKO Mall is not responsible for lost or stolen packages unless it is lost or stolen during transit. That’s why we offer tracked shipping for most orders and parcels where the status “Delivered” or “Completed” will be deemed as delivered. 

Returns, Refund or Exchange

For full details and eligibility for Return, Refund or Exchange, please visit our Refund and Return Policy.

We take time to do quality check all products before packing and dispatching them. We will try our very best to ensure the product can be delivered to you safely and in perfect condition, however, a certain situation during the delivery process may still damage the products. If you receive a box with damaged items inside, please contact us at manager@kokomall.com.au within 7 days, along with photos of the damaged product(s) itself (not the damaged box/packaging), and we will arrange for your item(s) to be returned for further inspection.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item as well as the approval or rejection of your refund/exchange.

If you choose to exchange the products, we will re-packaged them and send to you at no cost. If you choose for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days (kindly check with your credit card provider).

Unfortunately, we can’t offer you a refund or exchange on damaged goods after 7 days have gone by since receiving your purchase.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time(5~7 business days) before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at manager@kokomall.com.au.

Shipping charges cannot be refunded.