FAQ
Please provide your full name and order number if applicable.
PAYMENT QUESTIONS:
Why can't I use credit card directly on your site?
Currently, we only accept PayPal payments on our website. Unfortunately, direct credit card payments are not available at this time. To continue shopping with us, please register for a PayPal account and add your credit card information there. This way, you can still use your credit card through PayPal and enjoy a seamless shopping experience at KEVIN & COCO Cosmetics.
Is it safe to use Paypal outside of the US, such as in Europe, South America, or Aisa?
Absolutely! PayPal is a globally recognized and trusted payment platform. It operates in over 200 countries and regions, including Europe, South America, and Southeast Asia. When you use PayPal, your financial information is securely encrypted, and you benefit from PayPal's robust buyer protection policies. Whether you're shopping from KEVIN & COCO Cosmetics or anywhere else, you can have peace of mind knowing that your transactions are secure with PayPal.
PRODUCT QUESTIONS:
Is your products are safe to use?
Yes! All ingredients are carefully selected to ensure they are safe and effective for use on all skin types.We work closely with dermatologists and skincare experts to formulate products that are gentle and non-irritating.None of our products are tested on animals.We believe in full transparency & all our product labels include detailed ingredient lists.
If you have any specific allergies or sensitivities, please check the ingredients list or contact us at customerservice@kevincoco-official.com for more information.
ORDER QUESTIONS:
How long does shipping & delivery take?
Our fulfillment center normally takes up to 1-3 business days for your orders to processed.Once your order is shipped you will be received an email with your tracking number. Shipping times varies by location, these are our current extimates:
United States, Canada (10-20 Business days)
Europe, Australia, New Zealand (10-20 Business days)
Others (10-30 Business days)
Can I change my address once my order is placed?
It is not guaranteed we can alter an address once the order is placed. KEVIN & COCO Cosmetics is not responsible for any packages that contained the incorrect address. We ship out orders according to the address entered at checkout. Please contact us ASAP once your find out the shipping address is given by mistake.
How can I check the status of my package?
After you placed your order, it is immediately sent to out fulfillment center where we will ship your items ASAP when we confirmed your orders. You can always contact us by Email your order information to: customerservice@kevincoco-official.com
How do I add a discount code after order is placed?
Unfortunately once your order is placed we are unable to edit or add a discount code.
What is your policy on returns and exchanges?
Unfortunately, due to the low-cost nature of our products, once an order has shipped, we are unable to offer refunds, returns, or exchanges. All sales are final. Kevin & Coco Cosmetics reserves the right to refuse any returns at any time. Please feel free to check Shipping & Returns for more information.
My order was cancelled due to “fraud attempt.”
If your order was canceled due to "fraud attempt" as a mistake, we do apologize. This may be due to wrong information or incomplete information of the billing information that belonged to the card you attempted to use. There are other reasons why our system might have detected the order fraud but this is the most common. Our system works to protect fraudulent orders and sometimes minor alerts when placing the order may create your order fraud.
When the order is then canceled by our system, the money that was withdrawn will be refunded back to the same account used in 5-7 business days depending on your bank.
I received broken item(s) in my order
Please email our Customer Service team at customerservice@kevincoco-official.com. Provide images of broken items, full name and order number. We will get back to you at asap!
Can I cancel my order after I’ve placed it?
We accept order cancellation before the product is shipped or produced. If the order is canceled you will get a full refund. We cannot cancel the order if the product is already shipped out.
WHOLESALE QUESTIONS:
Do you offer wholesale pricing?
We do offer wholesale but, vendor must contact us at wholesale@kevincoco-official.com or chat via our Whatsapp. Please feel free to visit Wholesale & Agent to get more information!