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CUSTOMER SERVICE
Mon to Fri 9:00am - 6:00pm KST(UTC+9)
*Closed on Weekends & Holidays
Phone: +82 10 5894 8771
OUR OFFICE
#308B 57-2, Heungan-daero 427beon-gil, Dongan-gu, Anyang-si, Gyeonggi-do 14059, Republic of Korea
Any inquiries or feedback, just let us know. Happy shopping at KOCOLINK!
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    Kocolink Shopping Guide

    Join Kocolink

     

     

    Just click on Join!

    Simply by completing the membership form, agreeing to the Agreement and Privacy Policy, you will become our new member!

     

    As a thank you, we add a 10% Discount Coupon to your account right after signed up. And you’ll receive 500 bonus credits (equivalent to US$5) after your first order with a minimum spending of US$50 is complete! And you can immediately benefit from our services and our exclusive promotions.

     

    Just be sure you always log in your account to earn credits, redeem credits and enjoy all the member benefits. You can check your credit balance and coupons on My Page on top left corner any time. Meanwhile please keep an eye on your email inbox and our Instagram/Facebook Fan Page for our promotion events!

     

    Stay tuned and happy shopping!

     

     

     

     

     

     

    Terms & Condition:

    (1) The 10% discount coupon is automatically added by system, valid for 7 days since membership is registered.

    (2) The 500 bonus credits will be directly added into your account. No expiry for these credits.

    (3) The 10% discount & 500 bonus credits are applicable to your order amount excluding shipping fee.

    (4) Guest checkout is not eligible.

    How to use my coupon?

     

     

    1. Check on My Page and click the section of Coupon, you can check on your coupon list.

     

     

    2. Simply select the coupon you need and the discount will be deducted immediately from the total and you can continue to proceed the payment.

     

     

    3. We do always give away event coupons for our members. When you receive our updates, the new coupon has actually been given in your account and shown in your coupon list automatically.

     

     

    4. Please note that only 1 coupon can be applied per order. And don’t forget to check the expiry and conditions of your coupons. Expired coupons will be deleted automatically from your account.

     

     

     

     

    ◊ Note:

    (1) Shipping cost, reshipping charges, charges of customs-related issue and any taxes are all ineligible for Coupons in Kocolink’s reward scheme. If an order/ item is cancelled, returned or refunded, Kocolink has the right to deduct or refund the used coupons from that order accordingly.

    (2) All Coupons are non-transferrable. KOCOLINK reserves the right to amend, alter or terminate any abovementioned at any time at our sole and absolute discretion, without notice.

    What is Credit?

     

     

    Credit is a means of payment to spend on Kocolink. It is accumulative and it does not expire!

    Every 100 Credits are equivalent to US$1 to spend in your next purchase.

     

     

    How to earn Credit?

     

     

    You can earn credits if you –

     

     

    ♥ Join our events

    Stay tuned at our events to earn more bonus credits for our customers. We have festive and seasonal events and some fun activities for you guys to earn bonus credit from time and time. Don’t miss it!

     

     

    ♥ Write a product review

    Connect and share with us your experience after receiving our products!

    For each product review we will reward you 10 credits as an appreciation.

     

     

    To share a review, go to Order page after log in, in your order history, click on the button [Write review] underneath the photo of each product. Kindly write your comment and [Add Image] to share your photos, and submit. The reward credits will be credited to you automatically.

     

     

    You’ll earn an extra 100 credits if you attach your own photos in your review. (100 credits is the maximum reward for one single order.) The content and photos must be your original work. Screenshot/ unclear photos are not accepted. Subject to our review and decision, the credit will be credited to your account within 7 business days.

     

     

    → check the Review Guideline below for details.

     

     

    How to use my Credits?

     

     

    Check on My Page or further click the section of Credit, you can check the available credits you’ve got.

     

     

    When you checkout your order, in Settlement Details, you can also see your Credit balance.

     

     

    You can either enter the amount you want into the field and click [Use], or simply select [Use all]. The deducted credits will be converted into discount and displayed immediately in payment section.

     

     

    When you receive Credit Coupon from us, you need to go Coupon page, and click on [Activate] button first. By doing so, the rewarded credits will then be added directly to your balance.

     

     

    If you receive our voucher code from email, kindly go to Credit page, copy and paste your code into the field and click [Apply Code]. Credits will be added accordingly so that you can use it easily when you do the Checkout.

     

     

     

     

    ◊ Note:

    (1) Shipping cost, reshipping charges, charges of customs-related issue and any taxes are all ineligible for Credits in Kocolink’s reward scheme. If an order/ item is cancelled, returned or refunded, Kocolink has the right to deduct or refund the used credits from that order accordingly.

    (2) All Credits are non-transferrable. KOCOLINK reserves the right to amend, alter or terminate any abovementioned at any time at our sole and absolute discretion, without notice.

    Write a Review – Guideline

    • It’s a product review, so please focus on the product itself.

    • Avoid writing about delivery or service; contact us instead if you need immediate attention.

    • Avoid disclosing any personal/ private information to protect your privacy.

    • Refrain from mentioning the information or experience you have from other sellers.

     

    Your review will be deemed INVALID under these circumstances (including but not limited to):

          × Content is not relevant to the product itself;

          × Incomplete / illegible text or message;

          × Content is not matching with the photo;

          × Content contains illegal/ offensive wordings;

          × Using third party’s information/ photo(s) without any permission;

          × Content is simply copied from other reviews.

    Invalid review cannot be rewarded with credits/ extra credits.

     

    We appreciate your effort to leave a review. However, if any content is against the law, infringes the rights of any person, or is offensive or inappropriate or irrelevant to the product, we reserve the right to edit or take down any part of the review in our discretion without further notice. And we are not liable for any content in the review.

     

    You can modify or delete your review anytime on desktop version (but not mobile, sorry).

    How to order?

     

     

    1. Sign up or Log in Kocolink

     

    2. Navigate our website and search your loved products

     

    3. Add the products to Cart

     

    4. On Cart page, double-check your selected products, options, quantities and prices

     

    5. Click on “Checkout ALL” or “Checkout Selected Item(s)”

     

    6. Make sure you enter the correct shipping address and contact information

     

    7. Select your payment method

     

    8. Remember to use your points or coupons if any

     

    9. Click to agree the terms & conditions and Click “CHECKOUT” to proceed the payment

     

    Done! You will get a confirmation email right away!

     

     

     

     

     

    ◊ Reminder:

    In order to protect customers’ interests, you’re suggested to confirm your items in your cart, and reconfirm the payment details (including the total amount and shipping fee) before proceeding to payment.

    Payment Amount

     

     

    – All of our products’ prices are in USD.

     

    – For the convenience of customers who use other currencies, the prices are converted into other currencies (AUD and NZD) for reference. Please note that the converted prices are approximate amount and for reference only. We update the currency exchange rate weekly. The final exchange rate is subject to the payment system you choose and/or your bank.

     

    – Please be noted that the final actual amount of payment may differ from the price indicated in your cart depending on:

         1) The USD exchange rate of your bank

         2) Special offers of particular products at the time of purchase

     

    – If the currency of your bank cards is not in USD, there will be an exchange in currency during the refund process, and there would be a difference in paid amount and refunded amount due to differences in exchange rate over time.

     

     

    Payment Method

     

     

    We accept the following methods:-

     

    1. PayPal (guest checkout available, see the bottom guide)

     

    2. Alipay

     

    3. WeChat Pay (only available for desktop version)

     

    4. Coupons issued by Kocolink

     

    5. Credits issued by Kocolink

     

     

     

     

    ◊ Reminder:

    In case of payment failure, please click on “Order” on My Page for your order status/ history. If you check the payment failed, please go back to Cart and make the payment again.

    PayPal is available for check out as it is internationally recognized as a secured payment method.

    Even if you don’t have a PayPal account, you can still select PayPal as your payment method and check out as a guest.

    You can still enjoy the ease and security of PayPal, by entering your email and card information (debit/ credit card). Billing address and contact details are also needed.

    Change/ Cancel Order

     

     

    As we strive to guarantee a fast delivery, as soon as the payment is accepted and the order is confirmed successfully, it is immediately in process to be shipped. Therefore you’re advised to double check the order details before you proceed to the payment. If there is a mistake made or change of mind, as long as the parcel is not yet prepared, you can still make a change or cancellation to your order by the following steps.

     

    Go to Order page to check the status:

     

     

    ♦ Order status: Order confirmed

     

    ⇒ Click on [Cancel Order] → Once you see a pop-up message ‘This order has been successfully cancelled’, your payment refund will be handled by PayPal as soon as possible.

     

    ◊ Note: Any amount paid in credit or coupon will be returned automatically to your account if order is cancelled.

     

     

    ♦ Order status: Processing order

     

    ⇒ Click on [Request Refund] → As this is a status that the order is soon ready to be shipped, allow us some time to check whether it can be cancelled. You’ll receive a confirmation email once confirmed.

     

    ◊ Note: Any amount paid in credit or coupon will be returned automatically to your account once refund request is approved.

     

     

    ♦ Order status: In Transit

     

    ⇒ Sorry. It is on its way, neither change nor cancellation can be made.

     

    Shipping Cost & Time

     

     

    We currently offer FREE shipping for orders US$150 and above.

     

    If minimum purchase falls below $150 after discounts/credits are applied, relax, NO shipping fees will apply.

     

     

    All orders are directly shipped from South Korea. Your order will be shipped fast and safely by DHL, at an affordable cost. Your shipping cost will be calculated according to your total order value and will be shown at Checkout. We are adopting flat rate shipping and the rate varies from different countries, below is the latest shipping rate table. You may also check on our updates regarding shipping at NOTICE.

     

     

    Shipping Fee Table

    Shipping Fee for all zones, effective from 1 Sep 2021

     

     

     

    After order, you will receive a confirmation email and tracking information of shipping. Once we receive your order, we promise to do our best to secure an efficient delivery. Please understand international shipping time may vary and allow up to 7-10 days for delivery.

     

     

    ◊ Notice:

    – Maximum weight of each order is 10KG. For an order weighs over 10KG, please make separate orders, or contact us for further arrangement.

    – For an order weighs over 5KG, we may pack with two boxes instead of one to avoid damages to the products in parcels.

    – Shipping to P.O Box, APO, FPO, and DPO is NOT acceptable by the carrier.

     

     

     

     

    Customs Issues

     

     

    1. Please note that in some countries additional duties and taxes may be imposed on the package upon delivery. Duties and taxes are subject to your own country’s customs laws.

     

    Kocolink DOES NOT have any control over these charges and cannot estimate the amount. Customers shall be fully responsible for any customs-related issues as well as taxes and imposed charges if any. Since customs policies vary widely, please check before you place an order, or contact your local customs office for further details.

     

     

    2. The customs restrictions and tax policy differ among different countries. Goods valued over a certain amount will incur import duty, taxes and customs fees accordingly. (For updated information, please check our Shipping Notice.)

     

    For your best interests, if you purchase over the limit (excluding shipping cost), we highly recommend splitting the order into two separate orders. Please understand that the two orders will be arranged with separate shipping, the second parcel will be sent in the following week, which means a longer time is expected. If any assistance is needed please do not hesitate to contact us.

     

     

    3. If the products are returned to us due to a refusal by a customs office or any other customs issue of your country, we shall not have the duty of refund for any costs. We may proceed the shipment again, only if you offer the further request and settle the delivery charge to re-ship the products.

     

     

     

     

     

    Effective from 1 September 2021.

    We make every effort to ensure that your purchase arrives at you in perfect condition. Kindly review the goods received before opening or usage.

    Should you experience the below issues unfortunately, please go to Order page to request return and we will do our utmost to help.

     

     

    (A) Damaged / incorrect / missed products

     

     

    1. If you receive products are damaged in transport or incorrect, or products are missed at fault of Kocolink, please report to us within 7 days after the date you received our products.

     

    For damaged/incorrect products, you may request refund or return, by clicking [Request return] on Order page. Please provide the reason and description for your case. Photos / videos of the damaged or incorrect products must be provided as a proof.

     

    The products must be unused and in the original condition sold together with all packages which are provided with, including manuals/ certificates, labels, tags, consumables, bags, and boxes (if any).

     

    For missed products, please contact us and provide your order number in your subject for our further handling.

     

    2. Return the damaged or incorrect products to Kocolink office (if you have a tracking number for the package, please let us know as well). After we receive and check the returned products, we shall arrange a refund within 14 days. And we shall cover the cost of return shipping in such case. Incomplete returns may be refused or disregarded.

     

     

    (B)*Products do not match with the description displayed on our website

     

     

    1. You are required to notify us and request return within 7 days after the date you received our products. If 7 days already passed, your request cannot be accepted. On Order page, please click [Request return] and provide the reason and description for your return.

     

    2. Return the products to Kocolink office (if you have a tracking number for the package, please let us know as well).

     

    3. After we receive and check the returned products, we shall arrange a refund payment (only the product cost, except delivery cost) within 14 days. And we shall cover the cost of return shipping in such case. Incomplete returns may be refused or disregarded.

     

    * This only applies to cases if the packing or descriptions printed on products you received do not match with the description on our website. We do not warrant that the quality of any products, services, information, or other material purchased or obtained by you will meet your expectations. We do not offer refunds or returns for used products including cases involving allergic reactions or adverse skin conditions after using the products.

     

     

    (C) Delivery is long delayed

     

     

    1. If you receive products which delivery is long delayed and you are not very happy about it, please let us know within 7 days of receipt. The products must be unopened and unused and in the original condition sold together with all packages which are provided with, including manuals/ certificates, labels, tags, consumables, bags, and boxes (if any).

     

    2. Return the damaged or incorrect products to Kocolink office (if you have a tracking number for the package, please let us know as well). After we receive and check the returned products, we shall arrange a refund within 14 days. And we shall cover the cost of return shipping in such case. Incomplete returns may be refused or disregarded.

     

     

    (D) Products are returned due to unclaimed parcels or incorrect shipping information

     

     

    1. Only the product cost can be refunded. We shall not refund for the delivery cost for shipping and extra customs-related charges if any. Please confirm the shipping information exactly before payment.

     

    2. If you want to proceed re-shipment, we may re-ship the returned products, only when you have settled the delivery cost for re-shipment. Please contact us for further arrangement.

     

     

     

     

    ◊ Note:

     

    1. How long to get the refund if the payment is through PayPal?

     

    How your money is finally refunded totally depends on how you made the original payment:-

     

    – If you paid with a credit/debit card, the money is refunded to your card. If the card you paid with is closed or invalid, please contact the issuing bank, as the money will still be refunded to your credit card account. Refunds to credit/debit cards usually takes 2-5 business days, however it can take up to 30 days depending on the card company involved.

    – If you used PayPal Guest Checkout (paid with a credit card without logging in to a PayPal account), the money will be refunded to your credit or debit card. It can take up to 30 days for the refund to show up on your card statement.

    – If you paid with PayPal balance, the money is refunded to your PayPal balance. After you have received the refund, you can withdraw money from your PayPal balance to your bank account or use the money for future purchases through PayPal.

    – If you paid using a credit/debit card and your PayPal account balance, the amount paid by the credit/debit card is refunded to your card. The remaining amount is refunded to your PayPal account balance.

     

    2. The refund is handled through PayPal, so a transaction charge amounting US$0.3 will occur and be borne by us, not customers.

     

    3. Any amount paid in credit or coupon will be refunded automatically to your account once return is completed.

     

    4. We are not responsible for items lost during return shipping. You are suggested to select a reliable shipping company with tracking to secure your returned shipping. And please provide us your tracking number for the package as well.

     

    5. All returns & refunds are subject to validation and approval at the discretion of Kocolink.

     

     

     

     

    No Exchange

     

    We do not offer direct exchanges on any of our products.

    Kocolink reserves the right to update or change the above content without notice.

    CUSTOMER SERVICE
    Mon to Fri 9:00am - 6:00pm KST(UTC+9)
    *Closed on Weekends & Holidays
    Phone: +82 10 5894 8771
    RETURNS & REFUNDS
    #308B 57-2, Heungan-daero 427beon-gil, Dongan-gu, Anyang-si, Gyeonggi-do 14059, Republic of Korea

    For Return & Refund requests, please refer to our announcement and shopping guide.