Shipping, Return, Refund Policy

• Standard Shipping: Orders are delivered within 7–14 business days from the date your order is confirmed and payment is received.
• Domestic & International: We ship within the United States and internationally. Shipping times for international orders may vary based on destination and customs processing.
• Order Confirmation: You will receive a confirmation email and/or text once your order has been placed, and a separate notification with tracking information once your order has shipped.
• Processing Time: Please allow 1–3 business days for your order to be processed and prepared before it is handed off to the carrier.
• Shipping Carriers: We partner with trusted carriers (such as USPS, UPS, or FedEx) to ensure your order arrives safely and on time.
• International Duties & Taxes: International customers are responsible for any customs fees, duties, or import taxes assessed by their country. These charges are outside of Queen K.O.K.O's control and are not included in the purchase price.

We want you to love what you receive. If something isn't right, we're here to make it right — within the following terms:

• Returns must be requested within 7 days of the delivery date as confirmed by your tracking information.
• Items must be unworn, unwashed, and unaltered, with all original tags still attached.
• Items must be returned in their original packaging where possible.
• Returns are accepted for items that are damaged upon arrival or incorrect (wrong size, wrong item sent).
• Items that have been worn, washed, altered, or are missing tags will not be accepted and will be returned to the client at their expense.

Returning an item is simple. Follow the steps below:

• 1
  Contact Us Within 7 Days

  Visit queenkoko.store and submit a return request through our contact form within 7 days of receiving your order. Include your order number, the item(s) you wish to return, and the reason for the return.

• 2
  Wait for Approval

  Our team will review your request and respond within 1–2 business days. If your return is approved, you will receive a confirmation and further instructions via email or text.

• 3
  Receive Your Prepaid Label

  Once approved, Queen K.O.K.O will provide you with a prepaid return shipping label at no cost to you. Simply print the label or use the QR code provided.

• 4
  Pack & Ship Your Item

  Securely pack your item(s) in their original condition with tags attached. Attach the prepaid label and drop the package off at the designated carrier location.

• 5
  Refund Processed

  Once we receive and inspect your return, your refund will be processed within 3–5 business days back to your original payment method. You will be notified by email and/or text when the refund has been issued.

• Approved refunds are returned to your original payment method within 3–5 business days of Queen K.O.K.O receiving and inspecting the returned item(s).
• The refunded amount will reflect the price paid at the time of purchase. Any discount applied to the order will not be refunded.
• Original shipping charges (if applicable) are non-refundable unless the return is due to an error on our end.
• You will receive an email and/or text notification confirming when your refund has been processed. Please allow additional time for your bank or payment provider to post the amount to your account.

We take great care in packaging every order. In the rare event that your item arrives damaged or you receive the wrong item entirely:

• Contact us immediately through our contact form at queenkoko.store — ideally within 48 hours of delivery.
• Include a clear photo of the damaged or incorrect item and your order number.
• Queen K.O.K.O will cover all return shipping costs and prioritize a resolution — whether that is a replacement, exchange, or full refund.

The following items are not eligible for return or refund under any circumstances:

• Items that have been worn, washed, altered, or are missing their original tags.
• Items purchased at a discounted or promotional price (final sale).
• Pre-order items — all pre-orders are final sale as outlined in our Pre-Order Guidelines.
• Items returned outside of the 7-day return window.
• Items not in their original condition upon return.