FAQ

We are directly contactable through instagram DM @kohaku_spain or at info@kokahustore.com. For email, expect a response within 24 hours from our representatives. Our representatives are available all week.

All the items are nickel free and therefore hypoallergenic. The items are made of a brass based metal with 14 to 18 carat gold-plated layer. The material of the silver items varies from sterling sliver to silver-plated steel. Gold & Silver All of our items are made from a brass-based metal with a 14 to 18 karat gold-plated layer. They are gold-plated using a strong electro-plating technique that ensures your pieces have an even layer of shiny gold all around. Our silver items vary from sterling silver to silver-plated steel items. Freshwater Pearls The pearls take approximately half a year to 2 full years to grow before carefully harvested. Each pearl is unique in shape, size and character. Natural gemstones

We highly recommend that you store your jewelry in the jewelry box. Please do not keep the jewelry in a humid environment (like a bathroom). Ideally you should store your pieces of jewelry separately, so that they don’t rub together or become tangled. For a light cleaning, gently polish your items with a soft, lint-free cloth to avoid scratching. To help protect the durability and the gold plating of your jewelry make sure to remove your jewelry when sleeping, during heavy exercising or taking showers and bathing. Particularly when swimming in the sea or a chlorinated swimming pool it is best to take off your pieces. Remember that a gold-plated layer lasts the longest when you keep it dry! Avoid spraying perfume, applying creams or any other liquids directly onto your jewelry. Keep your jewelry away from extreme temperatures, humidity or sunlight. Avoid wearing your jewelry when using bleach, cleaning products and other chemicals. For more details, please click here.

Kohaku is not responsible for any duties or taxes added to your order in the destination country, these are fully the responsibility of the buyer.

Please just contact one of our representatives at info@kohakustore.com. We will update you on your order and the estimated delivery date.

Please contact us at info@kohakustore.com and we will immediately resolve your issues.

Returns are accepted on all items for any reason within 14 days of delivery date as long as the items are unworn, undamaged, and in original packaging.

Our return guarantee entitles you to return the product for any reason. You have the right to open the package and check the contents but the product must be returned unused to us within 14 days after we delivered it. All original packaging, price labels etc. shall be returned with the product without having been tampered with.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied by original method of payment.

In case your order hasn’t been processed yet, it is possible to change or cancel your order. From the moment your order has been processed it is not possible to change or cancel your order.

All orders placed during sale are final and can therefore not be returned.