Returns
We want you to love your experience with HIKOCO and the haul you just purchased. On the off chance that you don't, we're here to help!
In-store Return/Exchanges Policy
Please bring the product(s) you wish to return/exchange within 14 days of purchase in-store along with your receipt or order invoice and our staff will be happy to assist you.
We will be unable to provide an exchange or a refund if you do not bring proof of purchase and product(s) to the store.
- Refund/returns are only eligible if the products(s) you purchased are damaged or in bad condition.
- We may refuse to refund an item where it has been used or damaged, and is no longer in an acceptable resellable condition.
If you choose a refund, please note that once the credit has been applied, it may take an additional 3-7 business days for the funds to appear in your account, depending on your credit card provider.
Online Return/Exchanges Policy
All products are quality-checked before dispatch. While we take every care to ensure your order is securely packed and arrives in perfect condition, items may occasionally be damaged during transit, which is beyond our control.
If your product arrives damaged beyond the outer-packaging, please contact us at shipping@hikoco.co.nz within 14 days of delivery. Be sure to include your order number, full name, and clear images of the damaged product(s) so we can assist you as quickly as possible.
Once your claim is approved, you may choose from the following options:
-
Refund: If you choose a refund, please note that once the credit has been applied, it may take an additional 3-7 business days for the funds to appear in your account, depending on your credit card provider.
- Replacement: If you would prefer a replacement of the same product(s), please let us know in your email and we’ll arrange a return label for the damaged item(s) to be shipped back to us.
Please note that damage to outer packaging only does not qualify for a refund or replacement if the product itself is undamaged.
Refunds For a Change of Mind
We do not offer refunds for a change of mind which is why we ask to make your selections carefully. If you have chosen the wrong product, or would like to add more products to your order, please email us to shipping@hikoco.co.nz for further assistance.
Returns due to a change of mind will only be granted with store credit or KOCO Points.
* Return shipping charges are the responsibility of the purchaser. Original shipping and handling charges are non-refundable.
What if I get an allergic reaction to your products?
As with any beauty product that is applied to the skin, reactions can occur. But don’t worry! We are here to help :)
If you are aware that certain ingredients cause allergic reactions, ask for assistance at our store sales assistants, or email us at info@hikoco.co.nz before making an order. You can also check the product descriptions and ingredients list on our website.
We apologise in advance if our products do give you an allergic reaction. Unfortunately, HIKOCO is not held liable for reactions that you develop and is unable to offer replacement products or refunds.
To avoid this from happening, our knowledgeable staff members will always be happy to help and we try our best to consult customers as they tell us what fits their skin type. If making a purchase in store, it is strongly recommended that you test the product on a small area of your skin first if you are unsure.
*If any skin irritation/reaction occurs, please discontinue use and seek medical advice.
Sale Policy
Please note that during sale periods, items are subject to the following conditions:
- Sale items cannot be combined with the complimentary 5% off coupon for new subscribers.
- Free samples or other complimentary gifts will not be included with purchases made during sale periods unless otherwise stated.
- Sale items are non-returnable and non-exchangeable, unless deemed faulty. Store points will not be earned on sale purchases, and points cannot be redeemed during sale periods unless otherwise stated.
- Reservations and click-and-collect requests will not be available during sale periods.
Additional non-returnable items
- Gift cards
- Health and personal care items such as contact lenses
- Sanitary goods, hazardous materials, or flammable liquids or gases.
If you have any enquiries please contact us via info@hikoco.co.nz or shipping@hikoco.co.nz.
HIKOCO reserves the right to change our policies without prior notice.
