Where are you located?
We are located in Los Angeles, California, United States. We do not have any physical locations however. We are an online only store.
Where do you ship from?
We ship from Asia and the United States, depending on stock availability. The majority of stock comes from Asia, but popular items are stocked in the United States as well.
Are you Asian owned?
We are 100% Asian and Asian American owned and operated.
I didn't get the VIP list discount when I tried to check out.
You need to be subscribed to our VIP list and opt-in to receive e-mail marketing and communications in order to receive the discount. You will receive a confirmation email with the discount code included.
I didn't receive an order/shipping confirmation or VIP list e-mail.
Please check your promotions, updates, and/or SPAM folder. Our confirmations are automated, but will sometimes end up in a one of these folders. Look for an e-mail from firstname.lastname@example.org, email@example.com, or firstname.lastname@example.org
If you still can't find it, contact us to get your order details.
Where is my item?
Please check the shipping information contained in the shipping confirmation that we sent you. If your package hasn't shown any updates in the last few days, this is normal. Sometimes packages get stuck in customs, or other areas of the shipping process, especially since COVID-19 has impacted our world. It depends on the staffing capacity, customs capacity, and operational status of different parts of the logistics process which are all variable, and even more so right now.
Please be assured that we will do everything we can to get your package to you safely as soon as possible. Please see our shipping policy for more information.
What are Kokoro's sustainability and environmental practices?
As a small family run business, we are aware of the impacts that running any online business can have on the environment. Since we opened in 2020, we have implemented carbon neutral shipping within the United States, and a carbon neutral/negative shipping option on international shipping. Our offices will be majority solar powered by Q1 2022. We share your concern about our world and are continuing to evolve, and are always open to new ways to implement changes.
Do I have to pay VAT or customs taxes when I receive my items?
It is possible depending on your country or customs officials. However, any country that we ship to that charges VAT (including individual countries within the European Union), we take care of those on your behalf, and it is included in the price of the item. We indicate this on the customs forms so that the item can pass through the customs process without issues. We cannot control how customs officials determine whether additional duties must be paid however. Please check with your local customs officials if you have questions about your specific country.