FAQs
Payment
Q. What payment methods do you accept?
Currently, we accept PayPal and Bank Transfer. For faster order processing, we recommend PayPal as the primary payment method.
Additional payment options will be added in the future.
Q. Can I pay with a credit or debit card?
Yes. You can pay with a credit or debit card through PayPal, even without a PayPal account.
Q. Do I need a PayPal account to place an order?
No. A PayPal account is not required to complete your purchase.
Q. Why is credit card payment not available?
Direct credit card payments are temporarily unavailable due to payment infrastructure limitations.
We are working on expanding our payment options.
Orders & Processing
Q. How long does it take for my order to be prepared?
We prepare in-stock items within 2–3 business days.
If any items are on backorder, sourcing may require an additional 5–7 business days, and in some cases up to 1–2 weeks.
Q. What happens if an item in my order becomes sold out?
If an item is confirmed sold out during the sourcing process, we will notify you by email.
You will receive store credit or a refund for the unavailable item. Other available items in your order will be processed normally.
Q. What is a backorder? Why does it happen?
Because Coconu sources products directly from Seoul’s wholesale markets, some items may become temporarily unavailable.
Backordered items require additional sourcing time. We will notify you if any delays occur.
Q. Can I modify or cancel my order after placing it?
Orders begin processing quickly, so changes are usually not possible once submitted.
This includes cancelling items, changing sizes/colors, or updating the address.
Shipping
Q. Do you ship to Korea?
Yes! We offer domestic shipping within Korea. Orders are typically delivered within 1–2 business days. Shipping is $4, or free on orders of $100 or more. Please note that 10% VAT will be applied at checkout.
Q. How long does international shipping take?
Total Delivery Time: Estimated 10–14 business days for most regions.
- Processing (2 Days): To ensure the best quality for your little ones, we perform a thorough final inspection.
- Standard Shipping (6-12 Days): After processing, your order is dispatched via Global Standard.
Note: Customs clearance or regional factors may cause unforeseen delays.
Q. Can I change my shipping address after ordering?
Once processing has started, we cannot guarantee address changes.
After shipment, address changes must be handled directly with the carrier.
Q. My package shows “Delivered,” but I can’t find it. What should I do?
Carriers sometimes mark packages as delivered early.
Please allow up to 4 business days and check nearby areas or building staff.
If the package is still missing, contact the carrier and notify us.
Q. Who is responsible for taxes and duties?
Coconu ships international orders under DDP (Delivered Duty Paid) terms.
Import duties, VAT, and customs clearance fees are not included in the listed product prices. However, applicable taxes and duties are automatically calculated and displayed at checkout based on your shipping destination.
Returns & Exchanges
Q. Do you accept returns for change of mind or wrong size?
At this time, we do not accept returns for a change of mind or incorrect size selection.
Because Coconu ships our 'Made in Korea' collection internationally, the round-trip shipping process and associated costs can be quite high for our customers. To ensure we can continue offering our curated collection at the best value, we kindly ask for your understanding that:
- Final Sale: All orders are considered final unless the item is defective or damaged.
- Check the Size: We highly recommend reviewing our [Size Guide] or contacting us before purchasing to ensure the perfect fit for your little one.
- Minor Variations: Please note that slight color differences or tiny marks that do not affect the overall wearability are not considered defects.
Received a defective item? Don't worry! We’re here to help. If your product is damaged, please reach out to us at shop@coconu.kr within 7 days of delivery with photos of the issue. We’ll make it right! ✨
Q. What if my item is defective?
Please email shop@coconu.kr within 7 days of delivery with photos/videos and your order number.
If approved, we will provide a refund or credit. Items must be unworn and unwashed.
Q. Do you offer exchanges?
Since we ship our collection all the way from Korea, a traditional exchange process can take a long time. To make sure your little one gets the right size as quickly as possible, we recommend the following:
- Place a New Order: Simply purchase the correct size or item you'd like right away. This ensures the item doesn't sell out! 🛍️
- Check the Size: If you're unsure about a fit for your new order, please peek at our Size Guide or chat with us for a recommendation.
Please note: As international shipping involves complex logistics, we only process refunds for items confirmed as defective. We truly appreciate your understanding! ✨
Product & Sizing
Q. What should I do if a product doesn’t have a size guide?
Our products often include specific sizing details. When unavailable, please refer to these general size guidelines as an approximate reference only.
Q. Do slight color differences or small marks count as defects?
Minor imperfections such as slight color variations or small marks may occur due to the manufacturing process and are not considered defects.
Contact Us
Feel free to send us an email, and we’ll get back to you as soon as possible!