HELP / FAQS

If you have a question, please consult our list of frequently asked questions before reaching out for assistance.

Orders & shipping

When will I receive my order?

Orders are shipped from Madrid, Spain and the orders typically arrive within 2-4 business days. We cannot accommodate split shipments at this time, so your full order will ship when everything is ready. We hope you love everything!

What if my package is delayed during shipping?

Sometimes packages are shipped promptly, but experience carrier delays, and occasionally packages are delayed outside of our control. If your package doesn't arrive within 10 days of making the order, please send us an email.

Where do you ship?

We currently ship to Spain only. We are working on adding international shipping options outside of Spain very soon.

How much does shipping cost?

We offer free standard shipping on all domestic orders of over 40 euros! Under 40 euros, your shipping rate is calculated at checkout. Nothing stands between you and your order except 2-4 business days.

How can I change my shipping address? 

If your order is shipping to an incorrect address, please email us.

Is it possible to modify or cancel my order once it has been placed?

We will make every effort to accommodate any requests for changes, but we cannot guarantee that the updates will be processed before your order is shipped.

For pre-orders, changes or cancellations can only be made during the pre-order period.

Please send us an email as soon as possible after placing an order, and our team will work with you to resolve any issues.

How can I check the status of my order?

Once your order ships, you’ll receive an email notification, which will provide a link to order tracking details. Occasionally, the carrier takes 1-2 business days to provide tracking info once your order ships. If you still have questions, please send us an email.

What payment methods are accepted?

We accept Visa, MasterCard, and all other major debit and credit cards.

Returns and Exchanges

What is your return policy?

We stand behind every product that we sell. If you aren't 100% satisfied, we're here to help! We accept returns of items that are unused, unwashed, have the tag attached and in perfect condition without signs of use or pet hair. Returns received within 14 days of the original ship date will be refunded in full, minus shipping charges. Please note that shipping costs are non-refundable. Customers are responsible for paying return shipping costs, unless we sent an incorrect or damaged item, in which case we will cover the shipping costs.

Please send us an email at hello@kokopetstore.com to initiate a return.

What is your exchange policy?

Exchanges are easy! Any unused ad unworn items that have the tag attached can be exchanged within 14 days. 

Send us an email at hello@kokopetstore.com to exchange a product.

Product

How can I find more information about a product?

Individual product pages have lots of useful information including photos, features, care instructions, and size guides. Still have questions? Send us an email and we are happy to help!

How do I care for my Koko product?

Dog collars and leashes: The collars and leashes are naturally dirt and stain resistant. If your collar or leash gets dirty, we recommend hand-washing with warm soapy water and laying out to dry.

Dog harnesses: We recommend hand washing only to increase its longevity.

Dog waste bag dispensers: We recommend spot cleaning with mild soap and laying out to dry.

Where can I shop your products in person?

For now, our products are available exclusively through our website. But, we’ll be announcing exciting retail partnerships very soon.

Brand

How do I become a Brand Ambassador?

Thank you for your interest in representing our brand! Please send us an email and we will get back to you.

Are you launching more products?

We’re always working on new products. Sign up for our emails to get updates and follow us on social media for the latest news!