FAQs
Payment
Q. What payment methods do you accept?
Currently, we accept PayPal and Bank Transfer. For faster order processing, we recommend PayPal as the primary payment method.
Additional payment options will be added in the future.
Q. Can I pay with a credit or debit card?
Yes. You can pay with a credit or debit card through PayPal, even without a PayPal account.
Q. Do I need a PayPal account to place an order?
No. A PayPal account is not required to complete your purchase.
Q. Why is credit card payment not available?
Direct credit card payments are temporarily unavailable due to payment infrastructure limitations.
We are working on expanding our payment options.
Orders & Processing
Q. How long does it take for my order to be prepared?
We prepare in-stock items within 2–3 business days.
If any items are on backorder, sourcing may require an additional 5–7 business days, and in some cases up to 1–2 weeks.
Q. What happens if an item in my order becomes sold out?
If an item is confirmed sold out during the sourcing process, we will notify you by email.
You will receive store credit or a refund for the unavailable item. Other available items in your order will be processed normally.
Q. What is a backorder? Why does it happen?
Because Coconu sources products directly from Seoul’s wholesale markets, some items may become temporarily unavailable.
Backordered items require additional sourcing time. We will notify you if any delays occur.
Q. Can I modify or cancel my order after placing it?
Orders begin processing quickly, so changes are usually not possible once submitted.
This includes cancelling items, changing sizes/colors, or updating the address.
Shipping
Q. How long does international shipping take?
Delivery usually takes 7–10 business days, depending on your region and customs clearance.
Q. Can I change my shipping address after ordering?
Once processing has started, we cannot guarantee address changes.
After shipment, address changes must be handled directly with the carrier.
Q. My package shows “Delivered,” but I can’t find it. What should I do?
Carriers sometimes mark packages as delivered early.
Please allow up to 4 business days and check nearby areas or building staff.
If the package is still missing, contact the carrier and notify us.
Q. Who is responsible for taxes and duties?
All international shipments are sent under DDU (Delivered Duty Unpaid).
You are responsible for any import taxes, duties, or customs fees required by your local authority.
Returns & Exchanges
Q. Do you accept returns for change of mind or wrong size?
No. We do not accept returns for personal preference, change of mind, or incorrect sizing.
Q. What if my item is defective?
Please email shop@coconu.kr within 7 days of delivery with photos/videos and your order number.
If approved, we will provide a refund or credit. Items must be unworn and unwashed.
Q. Do you offer exchanges?
We do not offer exchanges. If you need a different size or product, please place a new order.
Product & Sizing
Q. What should I do if a product doesn’t have a size guide?
Our products often include specific sizing details. When unavailable, please refer to these general size guidelines as an approximate reference only.
Q. Do slight color differences or small marks count as defects?
Minor imperfections such as slight color variations or small marks may occur due to the manufacturing process and are not considered defects.
Contact Us
Feel free to send us an email, and we’ll get back to you as soon as possible!