Returns and refunds – KKCOCO Studio

KKCOCO Studio Return & Refund Policy (Overseas Cross-Border Store)

To protect the shopping rights of our global customers and standardize after-sales procedures, KKCOCO Studio has established a unified return, exchange, and refund policy for overseas cross-border orders. Our store is committed to transparent, compliant after-sales service, providing convenient and reliable cross-border shopping protection for consumers worldwide. All after-sales matters will strictly follow this policy.

I. Basic Return Principles

For all items eligible for unconditional returns, customers may apply for a return within 30 days after signing for the package. Items must be returned in good condition to our designated overseas partner warehouse or brand cooperation site. All return applications must strictly comply with the complete return specifications below. Returns that do not meet the standards will not be accepted.

II. General Return Condition Standards

All items submitted for return must be in new, unused condition and satisfy all the following requirements. Otherwise, the store reserves the right to refuse the return or refund:

The item has not been worn, washed, damaged, scratched, stained, or used in any way, and has no signs of human-inflicted damage. It must be in perfect condition for resale.
All original brand packaging, accessories, manuals, and accompanying documents must be intact. The outer packaging must not be discarded, damaged, or altered.
Do not remove or damage the brand tags or our store’s cross-border anti-theft tags. All tags must be intact and securely attached to the item at the time of return.
For footwear and accessories: Use the original brand packaging bag or shoebox, and place it inside an additional shipping carton for reinforcement to prevent damage during transit. When trying on shoes, take protective measures – soles must show no signs of wear, stains, or scratches.

III. Special Category Return Rules

Different return standards apply to special product categories as follows:

Beauty & Skincare: All beauty and cosmetic products must be unopened, unused, and with the bottle, outer packaging, and plastic seal intact. Once opened, unconditional returns are not accepted. For beauty products containing hazardous, flammable, or volatile ingredients (e.g., perfume, aerosol sprays, essential oils, acidic skincare, tanning lotion, nail polish, nail polish remover), unconditional returns are not accepted due to cross-border logistics and storage safety risks. After‑sales service is only available for quality defects, incorrect shipments, or damage.
Intimate Apparel: Socks, underwear, and swimwear must retain original packaging, remain unopened and undamaged, with the hygiene seal intact. When trying on, wear your own clothing over the item. We do not accept returns of intimate apparel that show signs of wear, stains, or odors.
Masks/Face coverings: Unconditional returns are not accepted except for product defects or store shipping errors.
Jewelry & Accessories: Must be returned in exactly the original condition, including all original brand packaging, certificates, receipts, and accessories. No signs of wear, oxidation, or missing parts.
Customized Items: Due to the special nature of cross‑border customized products, unconditional returns or refunds are not accepted except in cases of quality defects, store shipping errors, or mismatch between custom specifications and the order.
Collector’s Items (Archive/Limited Editions): Our own archive collection consists mainly of niche, off‑season premium items, carefully inspected before shipping. Unconditional returns are not accepted except for product damage, incorrect shipment, missing tags, or quality defects.
Specially Marked Items: For any product whose detail page states “unconditional returns not supported,” that product page governs. Returns will not be accepted without exceptional issues.

IV. Final Sale Items

For discounted items marked as “Final Sale”, unconditional returns or exchanges are not accepted by default. After‑sales service is only available for manufacturing defects, shipping damage, store shipping errors, or significant mismatch with the product description. In such cases, contact global customer service. Without these issues, returns or exchanges will not be accepted.

V. Cross‑Border Return Handling Fee

For all cross‑border orders under unconditional returns, the store will charge a handling fee of RMB 150 per item, which will be deducted directly from the final refund amount.

Fee waiver scenarios: If you receive an incorrect item, an item that does not match the product description, an item with quality defects, or an item damaged during shipping, the return handling fee will not apply.

VI. 30‑Day Unconditional Return Process

KKCOCO Studio adheres to a green cross‑border operation philosophy, offering paperless and convenient return services. All cross‑border returns must be requested online and follow the standardized process below:

1. Submit a Return Request

Log in to your KKCOCO Studio account, go to Order & Returns in your account dashboard, select the relevant order and the item(s) you wish to return, and click to initiate a return request.
Select the items to return, provide the genuine reason for return, carefully read and confirm our cross‑border return agreement, and submit the request for approval.
For guest orders (placed without an account), you may submit a return request via the designated after‑sales portal – no account registration required.
For customized items, please refer to the separate “Customized Items After‑Sales Policy” to submit a request.

2. Choose a Return Method

We provide a dedicated cross‑border return pickup service for global customers, using a uniform pickup model covering the recipient’s country/region. In‑store returns are not supported. You may select the pickup address, confirm the return quantity, schedule a pickup time, and wait for the logistics agent to collect the package.

3. Return Packaging Instructions

Use the original shipping carton or brand packaging whenever possible. If the original packaging is unavailable, use a new, protective outer carton to ensure that all brand boxes and bags remain intact and free from secondary damage.
Attach the return confirmation and official return shipping label flat on the outside of the carton. The label must be clearly scannable for tracking and verification.
Hand over the air waybill to the pickup courier. Keep a copy of the tracking number to monitor the return shipment status.
It is recommended to watch the courier scan the package upon pickup to ensure proper initiation of the return shipment and avoid lost or unrecorded packages.

4. Multiple Orders / Multiple Categories

If your return includes items from different partner warehouses or a mix of store‑owned and overseas direct‑ship products, you must pack each order separately and schedule separate pickups. Each order requires its own return shipping label. Do not mix items from different orders in one box – otherwise, the return verification will fail and the refund will not be processed.

Friendly reminder: The pickup service is only available in the original delivery country/region. Returning from a different country or region may incur additional customs duties or shipping fees, which must be borne by the customer.

5. Changing Pickup Time

To reschedule a pickup, logged‑in customers can modify the appointment in the Order & Returns page. Guest orders can reschedule via the dedicated after‑sales portal. If you need to reprint a return label, you can download and print it from the relevant after‑sales page.

VII. Refund Rules and Processing Timeline

1. Standard Refund Method

After we receive and verify the returned item, we will initiate the refund process. Regular orders are refunded via the original payment method, including credit cards, overseas payment platforms, Alipay, WeChat Pay, etc. For cross‑border unconditional returns, the refund amount will be calculated after deducting the handling fee of RMB 150 per item.

2. Store Account Balance Refund (Exclusive Benefit)

To reward our global customers, account users may choose to receive the refund as KKCOCO Store credit (account balance) , which can be used for future purchases. Details:

Validity period: The store credit becomes effective upon return verification approval and is valid for 5 years. The exact expiration date is shown in your account dashboard. Any unused balance will expire automatically after that period.
Usage: The balance can be automatically applied to future orders, but cannot be used for store‑owned direct‑ship items. If a single order total is less than the available balance, the remaining balance stays in your account for future use.
Restrictions: The store credit cannot be withdrawn as cash, exchanged for cash, or transferred to another person. Orders paid via Alipay, Huabei installment, or WeChat Pay are not eligible for store credit refunds – they can only be refunded via the original payment method.
Payment requirement: When using store credit toward an order, at least RMB 100 of the order total must be paid via bank card, Alipay, WeChat Pay, or other designated methods for the balance to be applied.
Explanation: By choosing store credit refund, you voluntarily waive the right to a refund via the original payment method, and future use is limited to store credit consumption. If fraudulent or malicious after‑sales behavior is detected, the store reserves the right to void all balance in the account.

3. Refund Status Inquiry

You can track the return shipment using the return tracking number, or log in to your account and check the Order & Returns page for refund verification and processing status. Guest orders can use the after‑sales portal and enter the order number to check.

VIII. After‑Sales for Defective or Incorrect Items

Our store strictly controls quality inspection for cross‑border shipments, striving to provide perfect authentic products. If you receive an item with quality defects, damage, mismatch with the product description, or a store shipping error (wrong item or missing items) , please contact our global customer service immediately to report the issue.

Customer service will coordinate with our overseas warehouses and partner brands to quickly verify the issue and arrange after‑sales service. Depending on your preference, you may choose a refund via the original payment method or a store credit refund (subject to the store credit terms). Such after‑sales orders are exempt from the cross‑border return handling fee.

IX. Policy Compliance and Abuse Prevention

Our store provides flexible, customer‑friendly cross‑border return and exchange services to protect legitimate after‑sales rights. At the same time, we strictly prohibit malicious after‑sales activities or abuse of the return policy, including but not limited to: frequent unconditional returns, false after‑sales claims, deliberately damaging items to obtain refunds, and fraudulent or deceptive ordering practices.

X. Supplementary Provisions

This Return & Refund Policy is the official policy for KKCOCO Studio’s overseas cross‑border independent store. All cross‑border after‑sales matters are governed by these terms. In the event of any inconsistency between this policy and special markings on product detail pages or separate category‑specific rules, the product detail page shall prevail.