We want you to feel good about your KUKUCO purchase. If something is not right, here is how to request a return and what to expect next.
Our 14-day return window
You can request a return within 14 days after receiving your order. Contact us within this period with your order number and the items you would like to return. You do not need to provide a reason when exercising a statutory right to cancel.
Condition of returned items
For a change-of-mind return, items should be unworn apart from a reasonable try-on, unwashed, unaltered and in their original condition, with attached tags and original packaging where available. Please take care when trying on sleepwear to avoid marks, fragrance or damage.
These conditions do not limit your rights for faulty, damaged or incorrectly supplied goods. Where consumer law permits you to inspect a product before deciding to keep it, that right remains protected. Any deduction for diminished value will only be made where permitted by applicable law and will be explained to you.
How to start a return
- Contact our customer care team with your order number, the item names and your request. For a damaged or incorrect item, include photos where possible to help us understand the issue.
- We will provide the return instructions, the appropriate return label or label arrangements, and the correct return address. We will also explain any applicable return shipping cost before you send the parcel.
- Pack the items securely and follow the instructions provided. Keep your postage receipt and tracking details until the return is resolved.
Please contact us before sending anything back so your parcel reaches the correct returns location. Do not use a dispatch address printed on the original parcel as a return address unless we have confirmed it. Our return address is provided directly by customer care.
Return shipping costs
Return shipping arrangements and any charge depend on the reason for the return, your location and the available shipping method. We will explain the applicable cost when you contact us; returns are not automatically free. If the item is faulty, damaged or incorrect, we will arrange an appropriate remedy and cover the return costs where required by law.
Where the law requires return costs to be disclosed before purchase, that requirement takes precedence over our case-by-case arrangements. We will not charge a return cost that applicable law requires us to bear.
Refunds
Once your return arrives, we will check it and email you with the outcome. An approved refund is sent to the original payment method. Your bank or payment provider may take additional time to display the credit.
The refund covers the amount actually paid for the returned items, taking account of any discounts. Refunds of original delivery charges and any lawful adjustments will be explained as part of your return. If your refund has been confirmed but has not appeared, check with your payment provider and then contact us with your order number.
Faulty, damaged or incorrect items
Please contact us as soon as you notice a problem so we can help. Depending on the circumstances and your legal rights, the resolution may include a replacement, repair or refund. The 14-day change-of-mind window does not cut off statutory rights relating to faulty goods.
Exchanges and cancellations
If you need a different size or style, contact us to discuss the available options. Replacement availability depends on stock. If you want to cancel or change an order before dispatch, contact us promptly. Once it has shipped, you may need to follow the return process.
Your consumer rights
This policy is in addition to any mandatory rights you have under the law where you live, including consumer guarantees in Australia and applicable rights in Canada, the United States, the United Kingdom and Europe.
For eligible distance purchases in the European Union or United Kingdom, you generally have 14 days from receipt to notify us that you are cancelling, followed by 14 days to send the goods back. Where this right applies, we will refund payments due, including the cost of our least expensive standard delivery option, within 14 days of your cancellation notice. We may withhold the refund until we receive the goods or you provide evidence of return, whichever is earlier, where the law allows. Any statutory exceptions or more protective local rules apply.
Contact customer care
To request a return, return label, return address or refund update, email info@kukuco.com. Include your order number so we can locate your purchase.