Once your order has been dispatched, you will be sent through an email containing your tracking number. Please ensure that you check your junk/spam folder if you are unable to locate the email. If you haven’t received a tracking number within 3 business days, please contact our customer service team.

Orders placed before 3pm (AEST) on weekdays will normally be dispatched the same day, however please allow 1 – 2 business days for dispatch during peak times. 

You will be emailed your tracking number once your order has been dispatched, but please allow up to 24hrs for the tracking number to become active in the postage network

Express post is estimated at 1 – 2 business days to metro locations once the parcel has been dispatched from our warehouse, and standard postage is estimated at 2 – 5 business days to metro locations. These timeframes are an estimate and can vary depending your location and the volume of parcels being processed in the postage network.

Please check your tracking number, which you would have received via email, for the most up to date information in regards to the location of your parcel. If 10 business days have passed since your parcel was dispatched from our warehouse, and you are still yet to receive it, please contact our customer care team (hello@kokohemp.com) and we will open an investigation with Australia Post.

If the postage service is unable to deliver your parcel due to an incorrect address entered, it will be returned to our warehouse. Once the parcel arrives back to us we will contact you via email to organise for your order to either be resent or refunded minus the cost of postage.

For delivery to any country outside Australia, you may be required to pay duties and taxes. This will vary from country to country so we recommend checking for your local country’s taxes and duties requirements.

If you believe your parcel may have been lost in transit please contact our customer service team who will open an investigation with the carrier and will work with you to ensure that you receive your order!

If you have received something that isn’t what you ordered, or the product has arrived damaged, please notify our customer service team within 3 days of the parcel arriving. Please email us with your order number, a description of what you have received (including photos), and please ensure that you do not dispose of the product/s until we have had a chance to get in touch.