Use collapsible tabs for more detailed information that will help customers make a purchasing decision.

Ex: Shipping and return policies, size guides, and other common questions.

After your purchase, you will receive an email with your order number. Be sure to use a valid email address — we cannot correct your email address after your purchase. If you're using express checkout and your email address is not included, you will not receive an order confirmation or shipment notification. All order notifications, such as your tracking number, will be sent via email.

Processing can take 1–4 business days regardless of the shipping speed you select at checkout. Please note: choosing expedited delivery does not mean we ship your order the same day it is placed — processing times always apply. During processing, your order is handmade, packaged and prepared for shipping.

After processing, we will create your tracking number, update you by email and ship your purchase.

Processing and shipping times may vary during high-volume sale periods, for large orders, or while restocking items.

Packages will be delivered to your mailbox, may be left with your concierge, or left at a place deemed suitable by the courier. Larger packages may be placed outside of your home, apartment drop box, or rental/leasing office. We cannot issue refunds or replacements for lost packages unless a claim is filed successfully with the courier company. It is your responsibility to track your package and contact the courier if your neighbourhood is not suitable for leaving packages or if you will not be present at the time of delivery. We are not responsible for packages once they leave our studio — we do not have special access to courier tracking and can only see what you see.

International orders can take 1–2 weeks or more for delivery, depending on your location. International customers may have to pay their local post office a tax or customs fee before receiving a package. We do not cover customs fees or additional taxes.

Please select the best shipping option for your package.

We include a "No Tracking" shipping option as a cost-saving measure. If you select this option, please be advised that we cannot track the item on your behalf, and we cannot assume responsibility for your package if it is delayed, lost or damaged.

If you do not receive items you paid for, contact us immediately — we cannot accept claims for missing items more than 48 hours after delivery. For missing-item claims we will require photos of the packaging, and we will verify package weight and size with the courier to determine whether an error occurred on our side. If we made the error, we will refund or replace the missing/incorrect item. Shipping costs are not adjusted.

Has it been longer than 15 business days since your purchase? Check your junk, spam and bulk email folders if you have not received an order confirmation, and add us to your safe list. Still no tracking number or package? Email info@kokoualush.ca and we will do our best to investigate.

Please keep in mind: all sales are final. See our Refund Policy for damaged-item exchanges.

Use collapsible tabs for more detailed information that will help customers make a purchasing decision.

Ex: Shipping and return policies, size guides, and other common questions.

Because our products are handmade skincare, all sales are final and we do not accept returns.

We will, however, gladly honour exchange requests for products that arrive damaged and unusable. Email photos of the damaged product(s) and your order number to info@kokoualush.ca within 48 hours of receiving your shipment. Damaged product(s) must be returned to us before we can process an exchange, and return postage is paid by the customer.

Questions? See our Shipping Policy and FAQs, or email us any time — we're happy to help.