KooKoo Kids



Frequently Asked Questions.

A lot of customers are curious about our products. And they make online inquiries to know more about us. Therefore, we answer the most frequently asked questions below to help our customers. Hopefully, it will satisfy all your queries. But if you are still curious or did not find the question below that you want to ask. You can contact our customer care center for further inquiries. Our representatives will help you in the best possible way. So, you can contact us via email, WhatsApp, or phone call. We will try to answer all your queries with a satisfactory response.

01. Help and FAQs Related to Orders

When do I receive my order?

  • Select the product you wish to buy and click on its link. 
  • After that, click on add to cart button. 
  • In the end, click on the checkout button and place all the required information in the respective boxes.

Do I have to create an account to place an order?

Although we provide the option of account creation, it is not necessary to create an account on our website. You can freely place an order on KooKoo Kids even without creating an account. All you have to do is use the guest feature for online shopping. 

How can I place an order as a guest?

  • First, select your product. Then, proceed to the checkout option.
  • Second, put all the required information in the respective boxes.
  • After that, choose the method of payment.
  • In the end, click on the order place button. 

How can I place an order using my account?

  • Firstly, choose the items you want to order. Then move to the checkout option.
  • Secondly, login to your account on the checkout page.
  • Thirdly, place all the required information in the respective boxes.
  • After that, select the method of payment.
  • In the end, click on the order place button

What benefits can I gain by creating an account?

If you choose to create an account, you can enjoy the following features:

  • Account management: You can manage the details of your account as per your liking.
  • Order status: You can check your order status
  • Shipping details: you can add or save your shipment details like address, phone number, postcode, etc. it will speed up your shipping process. Besides, you don’t have to add your shipping details every time you order. 
  • Constant updates: you will receive notifications about new arrivals, sales, discount offers, and special promotions. 
  • Privacy protection: we have devised a strict privacy and cookies policy. To ensure that our client’s personal information isn’t disclosed without their consent. 

From where can I get my order ID or order number?

First, place your order. After successfully placing an order, you will receive your order ID or number.  

What to do if I don’t receive an order number?

Usually, you receive an order number via email or text message, messenger, etc., after placing your order on the site. But if you don’t receive it, you can contact our customer care service for an inquiry.

When will I get a sale or order summary?

The order summary is a digital receipt that we issue after receiving an order. Usually, we send a sales summary after an hour of order placement via email or messenger. 

What to do if I don’t receive an order summary?

If you don’t receive your order summary within an hour, you should check your spam or junk mail to make sure. But if you still don’t find your order summary mail, you should contact our customer care for order confirmation.

Will I reserve a product by placing it in the shopping cart?

No, your order will not be reserved just by placing it into the shopping cart. If you want to book an item, you have to confirm your order at check out. Otherwise, your item will not be reserved item.

Can I modify my existing order?

 Yes, you can modify your order. It means you can add or delete the items of your order. But you can only make modifications within one hour of order placement. Will not accept alterations once you receive the order number and sales order summary.

How can I confirm my order?

We send a confirmation email that contains the order number or verification code after receiving an order. So, when you receive the verification code, you have to put it in the required box. And will confirm your order.

Can I cancel my order after placing it?

Yes, you can cancel your order, but you have to contact our customer care within 24 hours of order placement.

What if I am unable to place an order on the website?

Contact our customer care center if you face issues while placing an order. We will investigate the cause of the problem and correct it as soon as possible.

02. FAQs Related to Exchange & Return

What should I do if I receive the wrong delivery?

First, you should contact our customer care. They will receive the wrong order and send you the correct order as soon as possible.

What if some items in my orders are missing?

If the items in your order are missing first, you should list the name and quantity of missing items. And the second is contact with our customer care. They will receive your complaint and send you the missing items as soon as possible.

What if the product I receive is defective?

Suppose the product you receive is defective or not as per the description. You can contact our customer care. They will change your order with a new one. But if we don’t have that specific order in our stock anymore. We will refund you according to the cost of the dress.

How can I contact customer care?

You can contact our customer care via email at info@thekookookids.com, WhatsApp/Call at +92-333-073-073-8, or using a website contact form.

Can I replace my order if I don’t like it?

We only accept refunds and exchanges if customers have a valid reason for the change, like defective or missing products. The change of mind is not an acceptable claim.

After how many days can I exchange my order?

You can exchange your order after 07 days of delivery. Make sure you have the original receipt and product tags with you. We will not entertain any exchange requests after 07 days.

Can I exchange my order without tags and the original receipt?

No, we don’t accept exchange requests without original receipts.

Do I have to bear the shipping cost for exchanging my order?

Yes, you have to bear the shipping cost for exchanging your order. As per our sales policy, we are not responsible for paying the shipping expenses.

Are shipping expenses refundable?

No, shipping expenses are not refundable. In the case of an exchange, you can receive an item of similar value. But will not refund shipping expenses as we have a non-refund policy.

03. FAQs Related to Delivery

How to check the status of my order?

We issue a tracking number after receiving an order. You can check the status of your order through the tracking number on the track your order page.

How can I change the address of delivery?

If you want to change your order’s delivery address, you have to contact our customer care. They will change the details of your address. But make sure to update your location right after placing your order, as it is difficult to change the order after order dispatching. 

After how many days can I receive my order?

In the case of local delivery, you can receive your order after 3 to 4 days of order placement. But if the product is out of stock, you have to wait for restocking. In distant delivery, we usually take 5 to 7 working days. The number of days also depends upon the size and stock availability.

Do you accept international orders?

No, we only accept orders in Pakistan. And only make deliveries within Pakistan.

Do you restock articles on your website after sales?

Yes, we restock articles online if they do not entirely sell out.  

What are the delivery charges?

Enjoy free shipping on orders totaling 2,500 PKR or more. For orders below 2,500 PKR, there is a flat shipping fee of 200 PKR.

04. FAQs Related to Payment

What are the payment options?

We provide the following payment options:

  • Cash on delivery: you can pay for your order after receiving delivery. 
  • Online payment: you can pay through a credit or debit card.