I'm are sorry but I don't do refunds, so if you are not sure about an item, please don't hesitate to ask me questions!
All of my pieces are very easily altered, because I use large seams, to fit you just right. If the size doesn't fit, you can exchange it if I have another size you would need, if sent back within 5 days. The client is responsible for covering the shipping costs to be returned and shipped back.
Items sent to me for exchange must be in 100% new condition (ie. not worn or washed). We recommend sending the package via a trackable service with insurance, as lost packages cannot be exchanged or refunded.

Exchanges are processed within 5 business days of receipt, and a status notification will be sent via message. Items for exchange will be processed according to their availability and stock status.

Please note that custom orders are final sale, and do not qualify for exchange or return.

Payment is due when you checkout.

KooCoo ships domestically and internationally from my studio in Toronto, Canada. In-stock orders are sent out within 1-3 business days of receiving payment, and custom orders take about 5-8 business days for accessories or up to 2-3 weeks for custom clothing. If you have a specific date you need the item by, message me first and I'll let you know if it's possible to accommodate your request.

Please be sure to enter your correct shipping address.
I will ship to your Etsy address, so please be sure that the address is correct, and don't forget to specify if you would like the item to be shipped to another address.


It usually takes between 4 to 6 business days for the item to get to your door if it is shipped to Canada, and 6 to 10 business days for the United States. US and International orders are shipped using the best available/economical service.
If you need express shipping or tracking, please send me a message and I would be happy to arrange it for you in a custom listing. If you are buying a gift for someone and want us to send the item directly to the recipient, just let me know! We provide free gift wrap and handmade cards/notes by special request! :)

Worldwide
International shipments are sent via Canada Post AirMail, which includes insurance but not tracking. Delivery times vary, and can take anywhere from 2-10 weeks depending on the location. Please message me if you'd like a shipping quote specific to your address.
Different countries have different rules and taxes related to goods entering the country,which I am not responsible for. If you are concerned about customs fees, please check with your national customs office. No Canadian taxes will apply on goods shipped out of Canada.

Faster Delivery
Shipping can be upgraded for faster delivery or for tracking upon request at an additional charge- message me for details.

Customs etc
All orders are sent with the necessary paperwork required for customs, and the full value of the order is declared in Canadian Dollars. If your order is shipping internationally, please note that customs clearance procedures could result in a delay in delivery. Please note that any customs charges which may apply are the responsibility of the buyer.

I am not responsible for delays caused by Canada Post, although I do everything that I can to make sure that packages reach their destinations as quickly and safely as possible.

Whether it is a variation of an existing item in the shop, a custom size or a completely custom design, please message me to discuss.

If there is something you see on my website (http://www.koocoo.ca) that is not in our Etsy shop, feel free to e-mail me at koocoo.carrillo @gmail.com or message me here and I'll make a special listing for you.

I am very happy to make custom pieces. If you send me measurements we could work out something that is perfect for you. I could send you fabric choices and colours etc. I work on a small scale so I may not always have the same fabric available but will be happy to find something close or something equally beautiful!
All custom pieces are not refunded.
All custom pieces will have to be fully paid for before we start the fabric and measurements back and forth messages.

At High-Season times I may not be able to offer customization, and findings of fabrics for you. But if you find a piece you like on my instagram koocoo_ca and the particulars could be speedily assimilated then I would be happy to put something together for you.