Where do you ship and how much does it cost?

• Currently, shipments are only limited within the 48 contiguous states of the US, not including Alaska, Hawaii, Puerto Rico and the US Virgin Islands. 

• Shipping service to outside the US, including Europe is under preparation and is to be offered as soon as it is ready. 

• Please kindly note that we do not ship to addresses of PO Box, Army Post Office (APO) and Fleet Post Office (FPO).

• We offer free shipping on all orders within the US. (Not including Alaska, Hawaii, Puerto Rico and the US Virgin Islands)

• If delivery of the order is refused due to an error of shipping address or an absence of the recipient, any additional shipping costs including return shipping is charged to the customers.

How long does delivery take?

Please note that you may experience shipping delays due to COVID-19. 

• We ship most in-stock items within 1-3 business days of receipt of your order, excluding weekends and public holidays. (KOKONANNYMALL.com operates based on Korean Standard Time and Korean national holidays in year 2022 are : Jan 31st / Feb 1st, 2nd / Mar 1st, 9th / May 5th / Jun 1st / Aug 15th / Sep 9th, 12th / Oct 3rd, 10th)

• Your order normally delivers to you within 3-6 business days after leaving from us. 

Will my order be charged customs and import charges?

• The orders within the US would not be subjected to the charge of importing duties and taxes.

• Any additional fees (import duties & taxes) and handlings (customs clearance) are not needed for you. 

How can I be sure that my order has been successfully placed?

• When your order is placed, an order confirmation email with the order information is sent to you. (If you think there is a delay in receiving the email, please check your spam filters)

• You can always track the status of your order at ‘My Page’ of your account, too. 

• When your order is shipped, a shipping notification email with tracking information is sent to you. (To track your order, please allow 24 hours after the receipt of the email for the shipping carrier to update your shipment information) 

Please kindly note that return requests can be accepted within 10 days from the date the parcel is delivered to your address, so we recommend checking and inspecting the item and all components instantly after the receipt of your order.

Damaged and Flawed Items

• When the item you received is damaged or flawed, please contact us immediately via email at customercare_us@kokonanny.com (Your order number, name, email address and the photos demonstrating the defect of the item must be submitted together)

• When the defect is verified by the inspection process after receipt of your return, we process the replacement or refund as your request. 

• Please note that the below are not defects ; 　

> I can smell some chemicals from the product.

Due to its property of viscoelastic foam material, there can be a smell when opening the package and it is natural.

This smell will wear off as a certain time passes and ventilating the mattress in the shade can speed up the process.

> There are some holes on the surface of internal foam parts of mattresses.

The holes seen on the surface occur naturally during the manufacturing process.

Generally, there are two ways to manufacture products using viscoelastic foam material - molded and slab method.

Molded method which KOKONANNY adopts, the premium quality, normally costs more but has way more edges over the other in terms of property, function and raw material.

Molded method requires the products to be made one-by-one, creating some bubbly holes on its surface, which is natural and does not deteriorate the quality or functionality.

> I think the mattress feels too hard

KOKONANNY’s mattress is made of viscoelastic memory foam which can get hard when it is kept in low temperature. This can happen especially during the wintertime since it is exposed to cold temperature when being delivered.

It naturally regains its softness when it is kept in room temperature.

Exchange

Unfortunately, exchange service is currently not available. If you wish to exchange the purchased item to another, please place a new order and return the item following our return policy. 

Returns

• If you change the mind about your purchase of item, you can return the item.

• The return shipping cost is not refundable, and the customers have the financial responsibility for the return, unless the item you received is damaged or flawed.

   *Please carefully check all the information and size specification of the items in detail before purchasing.

• To return the item and claim for refund, please follow the steps below.

1. Please register your return prior to shipping products.

If unable to open the link, please contact us via email at customercare_us@kokonanny.com (Your order number, name, email address must be included)

   * Please note : The receipt of returns will be automatically rejected if the items are shipped without prior return registration.

2. After you receive a return confirmation email from us, please send us the item in the original condition using its original packaging to the address notified in the email. (If you think there is a delay in receiving the email, please check your spam filters)

3. We recommend using a trackable and insured shipping method to return items to us, and keep the tracking information for your records. We are not responsible for the items damaged/contaminated during returning, or lost returns.

4. After the returns are received and inspected, the refund will be processed once the returned item is approved for the refund.

   * Please note : If the returns do not meet the following condition, the refund will be rejected and the items will be shipped back at the customer’s expense including inspection charge of $15.

   > The items must be returned unused, unwashed, undamaged.

   > All tags or labels must not be damaged or detached/removed.

   > The items must be returned in its original package.

   > The return registration must be made within 10 days of the date the parcel is delivered to your address.

• When the return is eligible for a refund, your refund will be automatically applied and credited to your original payment method.

• It takes a certain amount of days (about 2~3 weeks) for the refund to post to your payment method depending on your credit card company. We notify you by email when your refund has been submitted. (If you think there is a delay in receiving the email, please check your spam filters)

• It is not possible to get the refund credited to another credit card account or payment method than originally used, even if the item was received as a gift.