Frequently Asked Questions
Find answers to our most commonly asked questions below. If you can't find what you're looking for, please don't hesitate to contact us.
Orders & Payments
What payment methods do you accept? We accept all major credit and debit cards including Visa, Mastercard, and American Express, as well as PayPal and Shop Pay.
Can I change or cancel my order after it has been placed? We process orders quickly, but if you need to make a change, please contact us at hello@kokojayne.com.au within 2 hours of placing your order. Once an order has been dispatched, we are unable to make changes.
Will I receive a confirmation email? Yes. You will receive an order confirmation email immediately after your purchase, followed by a shipping confirmation email with your tracking number once your order has been dispatched.
Shipping & Delivery
How long will my order take to arrive? Standard shipping takes 3 to 7 business days. Express shipping takes 1 to 3 business days. Please see our Shipping Info page for full details.
Do you offer free shipping? Yes! We offer free standard shipping on all orders over $120 within Australia.
Do you ship internationally? At this stage, we ship within Australia only. We hope to offer international shipping in the future.
Returns & Refunds
What is your return policy? We accept returns within 30 days of delivery for items that are unused, in their original condition, and in original packaging. Please visit our Refund Policy page for full details.
My item arrived damaged. What do I do? We are so sorry to hear that. Please contact us within 48 hours of receiving your order with a photo of the damage and your order number. We will arrange a replacement or full refund.
Products
Are your 3D printed items made to order? Yes. Our 3D printed sculptures and decorative pieces are individually crafted. Due to the nature of the additive printing process, minor surface variations may be present. These are unique characteristics of the handcrafted process, not defects.
How do I care for my KoKo Jayne products? Care instructions vary by product. Please refer to the individual product listing for specific care and maintenance guidance.
Account & Privacy
Do I need an account to place an order? No. You can check out as a guest. However, creating an account allows you to track your orders and save your details for faster checkout in the future.
How do you protect my personal information? We take your privacy seriously. Your personal information is stored securely and is never sold or shared with third parties. Please read our Privacy Policy for full details.