Cancellation

The customer can cancel the order by contacting us through the contact numbers or e-mail (info@kokopelle.com) in the following cases:

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• You can cancel the order before your order is shipped.
• If you cancel your order after your order has been shipped, we may charge you a cancellation fee.

Replacement & Policy

We have a 30-day, hassle-free return or exchange policy for our eyewear and accessories. (Accessories are any non-eyewear objects we sell, except for gift cards.) If you aren’t totally satisfied with your purchase, we’ll get you set up with a full refund or an exchange within 30 days of receipt.

Delivery and Shipping

When can I expect my order?

If you’ve already placed an order, log in to your account and, under the Orders section, view your order status and details. You can also keep tabs on your order’s progress through the “Track My Order” link in your confirmation email. (We’ll send you an email with these details once your order ships.)

Placing a new order? The processing time depends on several things: the type of order, whether your order is complete (Do we have your prescription and PD?), and when you place it. Good news is, shipping is free!

Please note: While the safety of our teams and customers remains our very top priority, we’ve introduced COVID-19 safety measures that may slightly increase order turnaround times. We’re doing our best to get your order to you as soon as possible, and thank you for your patience and understanding during this extraordinary time.

Here’s what you can expect:

• Prescription glasses (eyeglasses and sunglasses): 9–12 business days once prescription and billing info is approved
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• Non-prescription glasses: 5 business days (sunglasses); 7–10 business days (eyeglasses)
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• Home Try-On: 5 business days
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• Accessories: 5 business days
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• E-Gift Cards: Within an hour of ordering. E-gift cards scheduled for future delivery will be sent on the morning of the requested date.