Returns & Exchanges

At KOKANA we value you as a customer, and we want you to be happy and satisfied with your order. 

If it wasn’t your size, you regret the choice of color, it just isn’t right, or you didn’t love it, it is possible to exchange it as long as the product is eligible for exchange. If you are eligible, you may exchange your product for another of the same value or higher. If the value of the product that you want to exchange for is higher, you will have to pay the remaining balance. 

If you are shopping outside of Colombia, don’t worry, we also offer exchanges, as long as the products meet the conditions of eligibility to be exchanged. 

*At KOKANA,we do not offer refunds, unless, and it’s the only exception, that it is a return of a defective item, which will then be carefully evaluated under our warranty policy (you can read more about it below). 

Final Sale (not eligible for exchange or returns):

  • Briefs
  • Bodysuits
  • Products marked as FINAL SALE.

To be eligible for exchanges and returns due to guarantee: 

  • The product must be just like you received it, unworn, with original tags, labels, etc., intact packaging (if it applies), and unwashed. It must not show any signs of wear, for example: talc, makeup, deodorant marks, perfume, odors, hair of any kind, body fluids, etc.
  • You have 15 days to exchange your product upon receipt.
  • You must present proof of purchase, that be an email receipt or order number.
  • In the case of massage oils, the product must remain unopened with its original packaging, no signs of breakage or damages, all security tapes, same product weight.

*We reserve the right to refuse an exchange or return if the product doesn’t meet the aforementioned policies, or in the case we receive the product in unacceptable condition and/or damaged. We are highly strict in this regard. We are not responsible for products that arrive in bad conditions and/or damaged, and will be shipped back to you.

**KOKANA is not responsible for any shipping costs related to an exchange. As a client, you must assume all shipping costs related to the exchange of any product. We do not accept packages that arrive to us using payment upon delivery and will be sent back immediately.

Warranty Policy

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 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. If effectively, your product has any manufacturing defects, and complies with our eligibility conditions from above, it may be eligible for either exchange or return for refund, or we can also fix it for you in the workshop and send it to you.

You have 15 days upon receipt to return the product for either exchange or refund. Please do not use your product, or remove any tags, labels, and do not wash it, as if it is used or shows any signs of wear, it will not be eligible for returns or exchange and we will send it back to you.

If you already used your product and you realized there is a manufacturing defect after use, and is within the 15 days of receipt, please contact us, and we will see if it possible to fix your garment at the workshop. The idea is that you are happy in the end.

If you choose to fix your garment, take into account it may take from 5-20 business days depending on the workshop’s availability.

Please note our briefs, bodysuits, and other accesories have warranty due to manufacturing defects.

Law of Withdrawal

In compliance with the Law 1480 of 2011, the client has (5) business days from the moment they receive their order purchased online to desist from buying. Nevertheless, the law establishes clear exceptions that apply to some of the products sold in our website kokana.co.

1. Personal goods.

2. By being a product made-to-order or personalized.

All underwear and lingerie products are classified as personal goods, and for hygiene and health reasons, are excluded from the Law of Withdrawal, and are not susceptible for refund once delivered to the customer, nor can you demand a refund based on this right. This applies to and is not limited to bras, tops, garters, briefs, bodysuits, etc.

Additionally, the garments or accessories that are made to order or personalized, are exluded from the Law of Withdrawal.