Pre-Orders means that the product currently has to be made/crafted or is out of stock. A pre-order allows customers to place an order for an in-demand style or a garment that has to be crafted before it is available for delivery. Generally we offer pre-order on extremely popular styles that have sold out and are coming back in stock soon. Full payment is required to secure your pre-order and once your order is placed, it strictly cannot be cancelled or modified.
The benefit of purchasing pre-order items is that you will secure your size without risking the item becoming sold out. Please ensure you have carefully considered your order and are fully aware of the expected delivery time frame prior to ordering to avoid disappointment. We will notify you via email at the time of shipment.
Only one of our discount codes can be used per transaction. However, if you have a credit note from a previous order, this can be used in conjunction with a promotional code. Simply enter your Voucher ID and your discount code at checkout and click APPLY. If you experience any difficulty, please contact our customer support team on email for assistance.
Unfortunately we are unable to cancel or make any changes to your order once it has been placed.
To enter a discount or credit note code, copy and paste the code into ‘COUPON/VOUCHER CODE’ box during checkout and hit 'APPLY'. Provided that your order complies with the terms of the offer, the discount will then be taken off your order total. The conditions of the code will show once the code has been applied.
A discount code can also be used in conjunction with a credit note. Simply add both codes at checkout. If you have any difficulty doing so, this can be done manually by one of our friendly customer care staff. Please email our customer care team to arrange this: firstname.lastname@example.org
Unfortunately we cannot enter codes manually after an order has been placed. We also cannot refund you the difference as no changes can be made to an order once it's been processed. You’ll have to save it for your next order!
Yes, we do accept multiple digital crypto currencies via Coinbase, BitPay and CoinPayments.
S H I P P I N G
WE SHIP WORLDWIDE! We consider ourselves an international boutique and therefore ship all over the world. Although our head office is based in Miami, Florida USA, we ship daily to all destinations worldwide. Due to the ongoing pandemic because of COVID-19 and its effect on the Supply Chain, we have streamlined our operations and will currently ship most of our orders directly from our manufacturers or closest warehouses from our global partners to minimize transit times and reduce our carbon footprint. Shipping costs will vary depending on your location and will be added at checkout. We offer FREE standard delivery when you spend $100+ USD. You can view our Shipping Page here.
We offer FREE standard delivery worldwide when you spend $100+ USD. Shipping costs for orders under this amount will vary depending on your location. View our Shipping & Delivery Page here for more information.
The House of CO-KÝ is not responsible if a package is not deliverable due to missing, incomplete, or incorrect destination information. Please make sure to enter the correct shipping details when at checkout. If you realize you have made an error, email us as soon as possible explaining the error. However, please understand that if the package has already been shipped we are unable to alter the destination address. The client will be responsible for paying the re-delivery costs.
A shipping confirmation will be sent by email once your order is dispatched. Please verify your spam folder. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1-4 business days for your tracking information to show. In some rare cases, tracking information may not update, but you will still receive your order. You can track your order here.
Our goal is to get your package to you as quickly as possible as we understand nobody likes to wait long for a package to arrive! Due to the ongoing pandemic because of COVID-19 and its effect on the supply chain, we have streamlined our operations and will currently ship most of our orders directly from our manufacturers or closest warehouses from our global partners to minimize transit times and reduce our carbon footprint. Shipping times vary based on your location and the type of order. We endeavour to get all orders out within 1-4 business days, unless its a pre-order style. We do not ship out orders on weekends or public holidays. Please allow extra time for shipping during busy sale periods and COVID-19 affected areas.
We try to dispatch to all USA customers via USPS but other couriers may be used (i.e. UPS, FedEx, DHL, among others). For international customers other couriers may be used. Please refer to our Shipping Policy for more information.
You will receive FREE Standard Delivery when you spend over $100USD and FREE FedEx Priority Shipping for all Atelier pieces.
Once your order has been dispatched, you will receive a confirmation email containing a link that you can use to track the progress of your delivery. You can also Track Your Order here.
Please note that once a package leaves our warehouse, it is in the hands of the third party courier and it is therefore best to direct any enquiry regarding delays or missing packages directly to the courier. We are limited to what the online tracking information provides us and cannot provide you as much information as the courier would be able to directly.
Please don’t refuse or miss a delivery. For re-deliveries, the customer is responsible for any shipping fees and any contact with the carrier. Refused or missed deliveries won't be able to get a store credit or a replacement.
Our shipping timelines are a general guide only and are not a guaranteed delivery timeframe. Unfortunately we do not provide a refund if your package is delayed in transit and doesn't arrive in time. This delay is out of our control once the order leaves the warehouse. For any postage reimbursements you are encouraged to contact the carrier directly. We strongly urge customers to place their order in advance to allow for extra transit days in the event there are delays within the shipping carriers delivery networks.
If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact the shipping carrier for more information. The House of CO-KÝ is not responsible for lost or stolen packages if delivery by tracking is confirmed; the customer assumes responsibility for any loss or damage of items.
R E T U R N S
We always aim to make sure our customers love our products, but if you do need to return an order, we have a returns policy in place for peace of mind. You can read our Returns Policy here to see whether your item is eligible for a return. If the item you wish to return is eligible for a return, you can easily initiate your return via our Online Returns Portal here.
We are unable to hold stock for exchanges and we will fulfill your exchange request once the return has reached us and has been processed. If the style you have requested for exchange is unavailable you will be issued with an online store credit which will be valid for 12 months. We do not provide a refund based on insufficient stock to fulfill your exchange request.
Yes. However, we are unable to extend your The House of CO-KY gift card if the expiry date has already past and your gift card is no longer active. If you require an extension to your The House of CO-KY gift card, please contact customer support at least one month prior to the expiry to request an extension whilst your credit is still active in our system. We do not extend The House of CO-KY Gift Cards more than once and it will be your responsibility to use your available credit before the expiry date. Any unused balance will not be refunded or credited when the voucher expires. The House of CO-KY Gift Cards cannot be used towards the cost of delivery at checkout and can only be used towards garments, bags, shoes and accessories.
Most of our items will enjoy Free Returns, however there will be instances where the return shipping costs will come at the customers expense, unless the item is deemed faulty by our team.
If you choose to return your package via a courier of your choice, you will be provided our return address once the return request is approved. The House of CO-KÝ is not liable for the loss of an item which is being returned via your own carrier, therefore we recommend that you securely package and return the item using registered mail.
Merchandise will be exchanged only oncefree of charge. Any additional exchanges you require will need to be shipped back to you at your own expense.
In some cases, we will not cover the cost of re-shipping your exchange item to you. Therefore, if this is your case, once your item is returned to us you will be issued a store credit and you will be required to jump back online and repurchase the size you desire for the exchange.
P R O D U C T
If you’re unsure of your size, you can always check each pieces sizing information. Also, we will be more than happy to help you select a size that best fits you. You can chat with our customer support team via email or our Live Chat facility in the bottom right hand corner of your page. Please have your measurements available. If you are slightly bigger than any of the recommended size measurements, we always recommend sizing up, not down.
We are an online-based boutique store.
We recommend ordering your desired outfit right away to avoid missing out. We may repeat styles that are in exceptionally high demand, however only ever in a limited quantity to maintain exclusivity. You can subscribe to be notified of a size restock, and you will receive a SMS or email if your size becomes available. We usually do not repeat sale items. We may receive some items back via returns which will then be made available online, so subscribe to be notified!
We take pride in personally selecting each and every piece, ensuring items are delivered to you in perfect condition. If you believe your item is faulty upon delivery, please notify Customer Support immediately by lodging a Return Request online here or via the Contact Us page.
Faulty items are not automatically eligible for a refund and need to be assessed by our team. Once the item has been returned and assessed, our team will determine whether your item will be replaced, repaired, credited or refunded.
O T H E R
Yes, we offer The House of CO-KÝ E-Gift Cards. You can purchase them here.
Please send us an email here. We will be more than happy to assist you with any enquiry within our business hours Monday to Friday (9am-4:30pm US-EST)