FAQ
Billing
We accept the following payment methods: Paypal, Credit Card, SOFORTÜBERWEISUNG, Klarna, Apple Pay and Google Pay.
You can redeem a discount code by clicking on your "Shopping cart". There you will see the overview of the products in your cart. When you go to "Checkout", there is an input field for your discount code. Enter your code here. If you are shopping with your smartphone, you need to click on "View Order Summary" at the top to see the discount code field. After entering the code, click "Apply Coupon" and your cart total will update automatically. You cannot combine multiple codes. After submitting an order, the discount code can't be changed or updated.
If you happen to make a mistake with the address on your order, please contact us at hello@kokoandclay.com and we will try our best to change the address. However, we cannot guarantee anything, as your order may already be on its way.
Shipping
We ship climate neutral with DHL GoGreen. After you have ordered your favorite products online, you will be notified as soon as they are on their way to you. In the email you will also receive a tracking number with which you can track the shipping status.
Shipping is 3.90€ for Germany and 8.90€ for all other countries.
We ship with Deutsche Post to countries outside the EU. The costs for this are 8,90 Euro.
That depends on the value of goods. Up to a total value (including shipping costs) of 65 CHF there are no customs fees. For packages with a higher total value, both a Swiss VAT (7.7%) and a handling fee from the courier service will apply. The exact value of the customs fees is determined by Swiss customs.
Delivery within Germany takes about 3-5 business days. Internationally about 7-10 business days. Please note that orders placed on national holidays in Germany or the day before may be delayed.
If something like this happens contact us at hello@kokoandclay.com and we will take care of it as soon as possible.
You were probably not at home to receive your shipment on the delivery date. In this case, please check whether a delivery notice was left in your mailbox. The package could have also been left with your neighbors, at a post office branch or at a Packstation. If you cannot find your package, please contact us at hello@kokoandclay.com.
If your order is returned to us because delivery was not possible due to an incorrect address or because you refused to accept your shipment, you will be responsible for the costs of the unsuccessful shipment. This happens, for example, if you do not pick up the shipment at the post office, an incorrect address was given or your name is not on the doorbell. If we have to deliver the shipment again, the new shipping costs must also be paid by you.
Unfortunately, it is not possible to exchange products. Please note the conditions and requirements in the cancellation policy if you wish to return an item and exercise your right of cancellation. Where do we source the ingredients?
Sustainability
Koko & Clay is committed to sustainability at all levels of the supply chain and is constantly looking for new solutions to reduce our carbon footprint. We select our suppliers with the utmost care to ensure that all ingredients are organically sourced and sustainably harvested. The majority of our ingredients come from Europe.
Organic ingredients are those that meet certain international standards for organic agriculture.
We have made the commitment to never test products on animals. This means that we do not test on animals at any stage of product development and only work with suppliers and partners that adhere to the same standards. This also includes not testing our raw materials on animals.
Koko & Clay is a vegan brand and all of our products are vegan. No animal ingredients are ever used in our formulas. The coconut milk powder we use in our face masks is a purely plant-based and vegan. In our Balance Face Oil, we use squalane, a translucent and completely odorless oil derived from olives. This is a significant development, as squalane used to be extracted from shark liver.
Products
All Koko & Clay products are 100% natural and furthermore 'clean'. The word 'clean' in the beauty industry refers to the use of natural and synthetic ingredients that are not under suspicion of being potentially harmful and having negative effects on humans and the environment.
You won't find any synthetic preservatives or alcohols in our waterless products. In our oils we use a natural preservative system with antioxidants.
To ensure that your products stay fresh and do not lose their effectiveness, we recommend that you store all our products in a dry place, out of direct sunlight, and use them within 6 to 12 months after purchase, depending on the product.
Koko & Clay products are made only from natural ingredients and do not contain synthetic preservatives or stabilizers. This means that variations and changes in color, smell and texture may occur and are completely normal. If you have any specific questions about a variation or change, please contact us at hello@kokoandclay.com. We will be happy to answer your questions.
Our products can be used during pregnancy without hesitation.
For example, our Balance Facial Oil contains almond oil. This can cause irritations for people with nut allergies. Before using our products, we recommend that you first consult your doctor should you suffer from a nut allergy.