Shipping Policy
Upon placement of your order, you will be sent an order confirmation to your email address.
This also confirms that we have received your order.
If you have not received an order confirmation, please verify that you have completed the payment process.
Once we have shipped your order, you will receive an automated email that includes the tracking information.
Orders Over $50 qualify for FREE shipping. Please note that if discounts, coupons or other offers reduce the value of the order to below $50, free shipping does not apply.
Orders Under $50 are charged at a flat rate of $10 for all other orders. Express shipping is available for $15.00 for orders Unfortunately, we cannot offer free shipping on Express Deliveries.
Shipping charges are based upon the value, weight, volume and destination of your order. Once your order is in the shopping cart you can select your destination country to see the shipping options available.
International shipping is not included in our free shipping offer.
Orders shipped outside of Australia may be subjected to taxes, customs duties and other fees by the destination country. The recipient is responsible for these fees. If the purchaser refuses a shipment, they are responsible for any import fees incurred, cost of returning the shipment and the original shipping charges. This amount will be deducted from the merchandise refund plus a 5% restocking fee.
Koko Remedy is not responsible for return of shipments or reimbursement of lost packages or damaged products. Items sent via Australia Post are not automatically covered for loss or damage. However, Extra Cover is available for items valued up to AU$5,000 (this may vary for some countries). It covers against loss, theft or damage of your parcel while being shipped by Australia Post. This is available as an option during the check out process.
Monday – Friday: Orders will be shipped within 48 hours.
* Saturday – Sunday: Closed, all orders shipped within 48 hours of next business day.
* Public holidays: Closed, all orders shipped within 48 hours of next business day.
Australian Domestic Express Post
If ordered before 10am AEST delivery may take up to two days via the express post network (Australian capital cities and major metro areas). Regional areas outside the express post network may be 2-5 days.
Australian Domestic orders
Are fulfilled through Australia post eParcel or Courier with an estimated shipment time of 3-10 business days.
International orders
Are fulfilled through Australia Post International or Courier with an estimated shipment time of 2-3 weeks.
Please note that shipment time is not guaranteed by Koko Remedy or Australia Post. Koko Remedy is not responsible for an order once it is in the Australia Post system.
To ensure your delivery arrives to the correct destination and on time, please ensure that someone is available to sign and collect the delivery.
All shipments may encounter delays due to high volume or bad weather that extends beyond the expected delivery time frame provided by the carrier. International shipments are subject to customs procedures leaving Australia and arriving in the destination country which may cause further delays. While these delays are uncommon, they are a reality of shipping logistics especially with international shipping. Please be advised that tracking scans may no longer update once a shipment has left Australia.
You may email our customer care team within 5 hours of placing your order during business hours to request a cancellation. Once we have begun to prepare an order, it is not possible to cancel. Refunds for cancellations are applied once we provide confirmation.
Exchanges cannot be made for products that have been opened or used. If you are exchanging a product due to our error, such as an incorrect product, we will cover the return shipping cost. To arrange this, please contact customer service with your date of product delivery, order number, and product. If you would like to exchange an unused product for a different item, please contact our customer service for authorisation and return the original product for a full refund (minus shipping cost) once approval is granted. We do not cover shipping costs for voluntary exchanges. You do not need to wait for approval before placing any new orders. Please note returns and exchanges may require up to 10 working days to process.
While we enjoy customer participation, we can only accept one promotion code per order. Promotions are conditional upon quantity and specified time frame. If you have difficulty in processing any promotions, please contact us.