Icy Mirage

We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

WHAT IS YOUR RETURN OR EXCHANGE POLICY? At Koko Atelier, customer satisfaction is our priority. If you’re not completely satisfied with your purchase, you may request a return or exchange within 10 days of delivery, provided the following conditions are met: ⦁ The product is damaged, defective, incomplete, or has stains. ⦁ The product received is not the size you ordered. ⦁ The product must be unused, in original packaging, with labels and protective stickers intact. Note: ⦁ This policy applies only to orders delivered within Pakistan. ⦁ For international orders, please contact our customer support team at orders@kokoatelier.com, and we’ll do our best to assist you. Items that are non-returnable/non-exchangeable due to hygiene and safety reasons: ⦁ Innerwear Discounted/Sale items are only eligible for return or exchange if the product received is incorrect or not as described.

HOW DO I APPLY FOR A RETURN OR EXCHANGE? Please email us at orders@kokoatelier.com with your order details and reason for return. Once your return is approved by our customer support team, send the parcel to: E-commerce Department Koko Atelier LG-26, Palace Arcade, near Liberty Market, Block D1 Gulberg III, Lahore, 54660, Pakistan Customers are responsible for all return shipping costs. .

WHEN WILL MY RETURN BE PROCESSED? We aim to process all returns within 5–7 working days of receiving the item. During peak periods, please allow up to 14 working days.

WHAT IS YOUR SIZE EXCHANGE POLICY? If the size doesn’t fit, you can request an exchange within 10 days of delivery. Just make sure the item is unused, with all original tags and packaging. For size exchanges, contact us at orders@kokoatelier.com. Our team may guide you to a nearby Koko Atelier outlet for a quick size swap.

DO YOU OFFER REFUNDS? 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 any currency conversion losses. ⦁ Shipping and 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 each item is carefully inspected before shipment. ⦁ If the order is refused at the time of 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 charges are the customer’s responsibility.

ADDITIONAL POLICIES Customized & Made-to-Order Items Customized or altered products are non-refundable and non-exchangeable. However, if there's an error in the custom measurements, share pictorial proof with us, and we’ll assist in fixing it. Sale & Discounted Orders Products bought on sale or discount are only eligible for exchange if the item received is incorrect or defective.