Returns and Exchanges Policy

Custom Product Policy

As all Koko products are personalized custom items, we do not offer returns or exchanges. Each creation is meticulously designed to perfectly match the unique needs of you and your pet.

Customer Satisfaction Commitment
If you're unsatisfied with the final product, please contact us. Ensuring your satisfaction with the masterpiece is our top priority.

Replacement Policy
We will provide a free replacement if you receive:

  • An incorrect item (wrong style/size)

  • A product with printing errors

  • A damaged item (during shipping)
    Please notify us within 48 hours of delivery.

Design Revisions

  • Minor adjustments: Unlimited complimentary revisions to the original photo/pet outfit.

  • Major changes (new photo/new outfit/product type): One free replacement allowed per order.

  • Additional changes: Third photo or outfit changes require payment of a new creation fee.

Order Cancellation

  • Cancel within 24 hours of ordering at no charge.

  • After 24 hours: Cancellation subject to approval at our discretion (artists typically begin work immediately).

  • No refunds if creation has commenced.

Critical Photo Guidelines

  • We strictly use photos uploaded with your order.

  • You are responsible for submitting high-quality photos meeting our guidelines. Photo quality directly impacts final results.

  • Important: All website samples use high-resolution photos. Blurry/low-quality images cannot achieve the sample quality.

  • We cannot provide solutions for non-compliant photos.

  • Add order notes for special requests – we'll strive to fulfill them.

We take great pride in the quality of our items, and we expect them to last longer when properly cared for. Should you experience any issues within the 30-day window, please reach out to us. As a one-time courtesy, we can offer either a refund or reshipment for eligible claims.