Our products are carefully made by the hands of talented women with a passion for sewing. That being said, they are human, and at some point they may make a mistake, yet out of protocol, we carefully go through a strict revision process to make sure all products comply with our quality standards before they are sold in our store. If we missed something, and the product you received is defective, or has a visible manufacturing defect, please contact us immediately. We will ask that you send us a clear photo where the manufacturing error is visible, and a written description of the defect. We will exchange, or return a product for refund, as long as it meets the conditions of both our returns and exchange policy and our warranty policy, and that you contact us within the 15 days of receipt. To read our full returns and exchange policy as well as our warranty policy, please click here.

When you place an order at KOKANA, it is automatically insured for the value of your order with Coordinadora in Colombia. If your order arrived damaged, got lost or was stolen, please contact Coordinadora directly to make the claim right away. KOKANA is not responsible for any damaged, lost, or stolen packages, nor of any additional shipping costs.

Don't worry, we've got you. KOKANA offers a special service that is complimentary, where we guide and assist you during your shopping experience, so that you gift something truly special, even if you don't know your girlfriend's size. Contact us directly to learn more about this service at +57 315-045-6751 Monday-Friday from 10am-6pm, or Saturdays from 11am-4pm, and we'll gladly assist you! Or, if you want to learn more before contacting us, you can also click here.

Unfortunately, we are unable to make changes once an order has been placed through our website. This means we are unable to change colors, sizes, or modify your order in any way once it’s been placed. However, if you want to add something to your order, and we haven’t shipped your order yet, you may be able to add something to the order, but this depends on the weight of the products in the end. If it exceeds the weight, we won’t be able to add the product to your order, and you would have to make a new order, as the shipping cost would change and it would have to be processed through our website. Please message us directly at our Whatsapp +57 315-045-6751, to see what we can do. If you are able to add more items to your order, you may be able to make the payment via bold payment link or QR, or a bank transfer, so that you don’t have to place another option and pay the shipping fee again.

We seek to be the most inclusive as possible, so if you can't find your size, as in it is not being offered in our options, please contact us at +57 315-045-6751, and we will do our best to help you out!

To learn about how to properly take care of your underwear/lingerie, please click here. We'll let you in on everything you need to know, so that your clothes last.

To learn more on how you can reduce your impact on the environment, by properly disposing your garments, please click here.

Great question! To find your bra and briefs’ sizes, please go to our Size Guide and we’ll guide you every step of the way. Every brand’s fit may slightly change, and sometimes the fit may be either on the big side or the small side, this is why it’s so important to make sure you’re actually the size that you’re buying. If you have extra questions or doubts about fit and sizing, please contact us at +57 315-045-6751, and we’ll help you right away!

While it is possible, we recommend that you dry clean your silk garments and accessories if you want them to keep their shiny qualities. When you wash silk with water, it may lose its shine. If you prefer to hand wash your silk pieces, and for more information on how to take care of silk, please go to Lingerie Care.

At the moment we don't offer a pickup option. We're looking for a space, so that you can soon visit us!

Yes, we do ship internationally. For the time being, these are the countries we are shipping to: 

Antigua & Barbuda, Anguilla, Argentina, Austria, Aruba, Bahamas, Barbados, Belgium, Brazil, British Virgin Islands, Canada, Cayman Islands, Chile, Costa Rica, Dominican Republic, Ecuador, France, Grenada, Guadeloupe, Ireland, Italy, Jamaica, Martinique, Mexico, Netherlands, Panama, Paraguay, Peru, Portugal, Puerto Rico, Spain, St. Barthelemy, St. Lucia, St. Maarten, St. Vincent & the Grenadines, Switzerland, United Kingdom, United States, Uruguay, and U.S Virgin Islands.

If you don't see your country, and would like to order from us, please write us at +57 315-045-6751 and we'll do our best to help you.

**Please note: We do not ship to Asia, Africa or Australia (Oceania) due to high shipping costs. However, if you really don't mind, and would really like to buy something from our shop regardless of the shipping costs, you can contact us directly at +57 315-045-6751, and we will talk to the shipping company and send you a Bold payment link where you can pay safely.

National shipping: 

Within Bogota: COP$6,340

Rest of the country: COP$13,315

These are the standard prices, however, prices may vary due to weight or if it's a special destination that cannot be easily accessed. For more shipping information please click here.

International Shipping:

For countries in the Americas: $19.77 USD

For countries in Europe: $43 USD

*Please note: On orders to Europe we use a different shipping company than to the Americas as it offers lower costs. Having said this, please be aware that if your order weighs more than 0,5lbs on orders to Europe, the shipping cost will be $53 USD, instead of $43 USD. 

We ship internationally through DHL, UPS, and FedEx. Once your order has been shipped, we will send you an email with the tracking information.

*Shipping costs do not include duties, taxes, or any other additional import fees that some countries may charge at customs. As a client, you are responsible for paying all duties, taxes or import fees upon delivery. 

Shipping from Colombia is expensive, and we want you to know that we are working on lowering the costs. In the meantime, please know we are already assuming part of the shipping cost, so that it's not as high for you. 

To find out more about our returns and exchange policy, click here. Please note that we do not offer refunds at KOKANA, with the one exception being a refund for warranty.

We would love to, but for the time being, we are only selling through our website. Nevertheless, we are looking for a space, and as soon as we find it, we will let you know!

Contact us directly at +57 315-045-6751, or send us an email at info@kokana.co with more information, and photos or links to your shop if possible. We would love to hear from you and get to know you!

Please contact us at +57 315-045-6751 or at info@kokana.co. We'd like to chat and hear about your products. Please take into account we are not interested in selling lingerie or other wardrobe products of other brands outside of KOKANA, as our designs are exclusively designed in-house, and we are in charge of the creative process. Thank you for understanding.