Customer Care
We just opened our brand new showroom!
Unit 96/84-110 Cranwell St, Braybrook VIC 3019
We recommend doing click and collect as we do not stock all our items on the showroom.
All you need to do is log into 'My Account' and select the order you want to track.
Click the 'Track Shipment' button to follow your parcel.
If the tracking doesn’t show any updates or is blank, please allow until your estimated delivery date for your order to be delivered. There may be a delay with your tracking being updated, but it should update soon.
Please be sure that when entering your address that your address is correct.
WE DO NOT SHIP TO PO BOX / PARCEL LOCKERS.
Please also check your emails as you will receive status updates
- Your package is on its way
- Your package is out for delivery
- Your page has been delivered
Has your estimated delivery date passed? Please allow a few extra days for your order to be delivered (especially during busy times). Our carriers are always doing their best to get your order to you, so make sure you keep an eye on your tracking link for the latest updates.
Status Checks
- Pickup failed
* If your order is "pick up failed" it would just mean that the couriers have not been able to pick up your order as of yet, sometimes couriers are super busy therefore they are picking up orders from the top of the pile and either have ran out of room in their vechile or will come back. Do not stress, as your item will get picked up either the next business day or same day.
- On its way
* Your order is on the way! Just sit tight and check the expected time that it will get delivered!
First things first, please contact the courier company - with the tracking link that is sent to your email, on that page there is a clickable link "Get Delivery Help"
- https://app.shippit.com/tracking/
- Tracking number is with your order if you have created an account with KOKAINE, it will be in your account page - if not, it will be lurking in your emails so please search.
If all else fails, please reach out via our Contact Us page and let us know what issue you are having.
Your order will be shipped from our warehouse within 1-3 business days. Once your order has been shipped, you will receive a shipping confirmation by email that will notify you of the carrier and the track and trace number.
In some countries we use a so-called "last mile carrier" for delivery. A last mile carrier is the logistics provider who is responsible for the final stage of delivery. You will find the local carrier and package number in the tracking information which you have received from us.
Order Arrival
Our arrival times are an estimate and unfortunately cannot be guaranteed. We do our best to ship your order as soon as possible so it can be delivered in a timely manner. During campaigns and Sale, delivery can take longer. If you are not home when your parcel arrives, the carrier will leave a card telling you where to find it. It might be stored in a safe place or you will receive details on how to pick it up or rearrange delivery.
Just click on the product and each product page for measurements, fitting tips, washing tips - everything to make sure it fits perfectly and stays looking great.
If the size guide isn't available on the product page, feel free to shoot us a message via the chat function and we can help you out!
The option to view the size guide will vary depending on what device you're using.
Can you recommend a size?
We personally have our own fit and style that we like our clothing to fit like - therefore it's really up to you! We usually recommend sizing up for the oversized fit look and going true to size for a natural look. If the description does already inform you that the product is oversized - we would recommend you going true to size.
Some do's:
- Always read the care label and washing instructions before washing your clothes.
- Arrange your laundry into groups with similar wash care instructions and organise into whites, darks and colours.
- The care label washing temperature is the highest permitted temperature. But if you are unsure, always wash at a lower temperature rather than higher.
- Rinse swimwear immediately after use and do not wring.
- Turn garment inside out before washing.
Some don't's:
- Avoid using too much detergent.
- Do not use fabric detergents which contain bleach.
- Do not tumble dry garments unless indicated on the care label.
- Do not iron prints, trims or embellishments.
- Do not leave garments with white and contrast coloured panels soaking for prolonged periods.
- Garments with metal trims should not be left to soak.
Our policy lasts 7 days. If 7 days have gone by since your purchase was delivered, unfortunately, we can’t offer you a refund or exchange.
We do not accept returns for refunds, at the exception of items damaged in transit. We also do not accept returns for exchanges, at the exception of the item colour or sizing being ordered incorrectly. To be eligible for a refund or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Refunds (if applicable)
To be eligible for a refund or exchange, you must first email us within 7 days of receiving the products with pictures of the damaged items. The item must be returned to us within 7 days of receiving it, this will be tracked on the return tracker. Upon the receipt of the damaged item, and evaluated internally, we will ship out a replacement, if available. If a replacement is not available, we will refund the full purchase price of your item.
Lost or Stolen Packages
KOKA is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, KOKA will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.
Exchanges (if applicable)
We will only replace items if they are of the wrong colour or sizing. E.g You ordered a size large, but you need a size medium. Exchanges will not be granted for a different product.
ON SALE items and Discounted Items
For items purchased during a sales period or items that have had % discounts applied. Refunds and exchanges are not accepted.
Shipping
To return your product, you should mail your product to:
Phellicia Le
Unit 96/84-110 Cranwell St, Braybrook VIC 3019
You will be responsible for paying for your own shipping costs for returning your item, and you must use a courier service which can provide tracking information to us. Shipping costs are non-refundable.
Please leave a note with your order number and a brief description of your situation so we are able to continue with the return as fast as possible.
Original condition
Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds
Of course, it's fine to try an item on like you would in a shop, but please don't actually wear it. If an item is returned to us damaged, worn or in an unsuitable condition, we won't be able to give you a refund and we may have to send it back to you (and ask you to cover the delivery costs). All items are inspected on return. In order to receive a full refund, all items must be returned to us unworn/unused and in the same condition you received them with their original packaging and all tags and labels attached.
Responsibility
Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!
As the parcel remains your responsibility until it arrives back with us, ensure that you get proof of postage in case you need to contact us about your return.
We're not responsible for any items that are returned to us by mistake (it happens!). If we're able to locate the items (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.
Fair use
If we notice an unusual pattern of returns activity that doesn't sit right: e.g. we suspect someone is actually wearing their purchases and then returning them, ordering and returning loads - way, waaay more than even the most loyal KOKAINE customer would order, or the items returned don't match what you ordered - then we might have to deactivate the account and any associated accounts. If this happens to you and you think we've made a mistake, please get in touch with Customer Care and we'll be happy to discuss it with you.
If your account has been deactivated and you need to make a valid return, contact Customer Care. They'll give you a returns label although you'll be responsible for the cost of returning the goods to us.
Please note, we reserve the right to take legal action against you if the items you return don't match what you ordered.
Can I exchange my item?
We don't offer exchanges on orders. If you would like a different size or colour, please return your unwanted item and place a new order.
A BRAND A LIFESTYLE.
The brand is inspired and motivated by the Japanese culture.
From fashion to vending machines to the import car scene.
NEED ASSISTANCE ABOUT YOUR ORDER?
Please fill out the form below.
- Please add your Order Number
* Which starts with "K-#" followed by multiple digits
* This number is NOT your tracking number
