Shipping & Returns Policy
This document outlines the shipping and return procedures for all purchases made on kokalio.com. All transactions are processed by SILK CRYSTAL STUDIO LTD. Customers must read this policy before completing a purchase.
Shipping Information
SILK CRYSTAL STUDIO LTD ships all orders to the address provided during checkout. Processing times range from 1 to 3 business days. Delivery times vary by destination. A tracking number is sent to the customer’s email address once the order is dispatched. Shipping costs are calculated at checkout and are non-refundable except in cases of damaged or incorrect items received.
International shipments may be subject to customs duties or import taxes. These charges are the sole responsibility of the customer. SILK CRYSTAL STUDIO LTD does not collect these fees and cannot predict their amount. Customs delays are beyond the control of SILK CRYSTAL STUDIO LTD.
Returns Policy
SILK CRYSTAL STUDIO LTD accepts returns of unused, unwashed, and undamaged camping products within 14 calendar days of delivery. This is a no-reason return policy. The customer does not need to provide a defect or justification. The 14-day period begins on the date the carrier confirms delivery to the customer’s address.
To be eligible for a return, the product must be in its original packaging with all tags, accessories, and manuals intact. Products that show signs of use, wear, or assembly are not accepted. Final sale items, gift cards, and opened consumables such as fuel canisters or food products are non-returnable.
Return Shipping Costs
The customer bears all return shipping costs. SILK CRYSTAL STUDIO LTD does not provide prepaid return labels or reimburse shipping fees for no-reason returns. The customer selects any carrier of their choice. SILK CRYSTAL STUDIO LTD recommends using a trackable shipping method, as lost return packages are the customer’s responsibility.
Refund Timeline
Refunds are processed within 14 business days after the returned product is received and inspected by SILK CRYSTAL STUDIO LTD. The refund amount equals the original purchase price of the product. Original shipping charges are not refunded. The actual posting date of the refund to the customer’s account depends on the payment method and financial institution. Full receipt of funds may take up to 14 days from the approval date.
For PayPal transactions, the refund processing time is a minimum of 14 days from the date SILK CRYSTAL STUDIO LTD initiates the refund. Certain jurisdictions impose legal requirements for PayPal refunds. In regions where local consumer protection laws mandate a 30-day refund period for PayPal payments, SILK CRYSTAL STUDIO LTD complies with the 30-day requirement. Customers residing in such regions receive their PayPal refund within 30 calendar days from the date the return is approved.
Return Address
All returned products must be sent to the following address. Returns sent to any other location will not be processed.
Recipient: SILK CRYSTAL STUDIO LTD
Phone: 7782256038
Address: 1-5 Market Square, Ilfracombe, England, EX34 9AU
The customer must write the order number clearly on the outside of the package. Packages without an order number may experience delays or rejection.
Refund Process Flow
Step 1 – Request Return Authorization
The customer sends a return request to help@kokalio.com within 14 days of delivery. The email must include the order number, product name, and reason for return (optional). SILK CRYSTAL STUDIO LTD responds within 2 business days with a Return Authorization Number (RAN).
Step 2 – Prepare the Package
The customer places the unused product in its original packaging. The RAN is written on the packing slip or a sheet of paper inside the package. The order number is written on the outside of the shipping box.
Step 3 – Ship the Product
The customer ships the package to 1-5 Market Square, Ilfracombe, England, EX34 9AU using any carrier. The customer pays all shipping charges. The customer retains the carrier’s tracking number and proof of postage.
Step 4 – Inspection by SILK CRYSTAL STUDIO LTD
Upon delivery, SILK CRYSTAL STUDIO LTD inspects the product within 7 business days. If the product meets the return criteria, the return is approved. If the product shows signs of use or damage, the return is rejected and the product is sent back to the customer at the customer’s cost.
Step 5 – Refund Issuance
For approved returns, SILK CRYSTAL STUDIO LTD initiates the refund to the original payment method within 14 business days of inspection completion. The refund amount excludes original shipping fees. The customer receives a confirmation email from help@kokalio.com.
Step 6 – Funds Availability
Credit card refunds appear within 14 days. PayPal refunds appear within 14 days, or 30 days in jurisdictions with specific legal requirements. Bank transfers or other electronic payments follow the same timeline.
Damaged or Incorrect Products
If the customer receives a product that is damaged during shipping or an incorrect item, the customer must notify SILK CRYSTAL STUDIO LTD within 48 hours of delivery. SILK CRYSTAL STUDIO LTD provides a prepaid return label for these cases. A full refund including original shipping costs or a replacement product is issued within 7 business days of receiving the returned item.
Contact Information
For all return inquiries, the customer contacts help@kokalio.com. The customer must include the order number and a clear description of the issue. Customer support hours are Monday through Friday, 9:00 AM to 5:00 PM local time. Phone inquiries are accepted at 7782256038.