Return & Exchange

🔄 Return & Exchange Policy

At Koko Atelier, your satisfaction is our priority. If you’re not fully happy with your order, you can request a return or exchange within 10 days of delivery, provided these conditions are met:

✅ The product is damaged, defective, incomplete, or has stains
✅ The product received is not the size you ordered
✅ The product is unused, in original packaging, with all labels and protective stickers intact

📌 Important Notes

  • This policy applies only to orders within Pakistan

  • For international orders, please email us at orders@kokoatelier.com — we’ll do our best to assist

🚫 Non-Returnable / Non-Exchangeable Items

  • Innerwear (due to hygiene and safety reasons)

  • Discounted or sale items (unless the product received is incorrect or not as described)

📥 How to Apply for a Return or Exchange

  1. Email us at orders@kokoatelier.com with your order details and reason for return

  2. Once approved, send the parcel to:

E-commerce Department
Koko Atelier
LG-26, Palace Arcade, near Liberty Market, Block D1 Gulberg III, Lahore, 54660, Pakistan

Note: Customers are responsible for all return shipping costs.

⏳ Return Processing Time

  • We process all returns within 5–7 working days of receiving the item

  • During peak seasons, please allow up to 14 working days

🔄 Size Exchange Policy

If your item doesn’t fit, you can request a size exchange within 10 days of delivery.
Requirements:
✅ Item is unused, with all original tags and packaging
✅ Contact us at orders@kokoatelier.com
Our team may guide you to a nearby Koko Atelier outlet for a faster exchange

💸 Refund Policy

We typically do not offer refunds. However, in rare cases where we cannot provide a suitable replacement or solution, a refund may be issued.

🔹 All refunds are processed in PKR
🔹 Koko Atelier is not responsible for currency conversion losses
🔹 Shipping & handling charges are non-refundable
🔹 Refunds take 7–10 working days, depending on the payment method

🌍 International Orders

Currently, Koko Atelier does not offer returns for international orders, as all items are carefully inspected before shipment.

  • If the order is refused at delivery, Koko Atelier is not liable for refunds or compensation

  • In rare, approved cases, customers must ship items back to our Karachi operations facility for inspection (return shipping at customer’s expense)

✨ Additional Policies

Customized & Made-to-Order Items

Customized or altered products are non-refundable and non-exchangeable.
If there’s an error in custom measurements, send us pictorial proof — we’ll assist in resolving it.

Sale & Discounted Orders

Products bought on sale or discount are only eligible for exchange if the item received is incorrect or defective