FAQ

What Material are your products made of?

All of our products are made with the highest quality from TENCEL™ fibers that is gentle on kids with skin sensitivities and to the environment. To learn more about our fabric. 

Any Disclaimers?

  • Please allow a ±2 cm variation due to manual measurement
  • Product colors may vary slightly due to differences in lighting, monitor settings, and browser displays

By making a purchase, you acknowledge and agree that these variations are not considered defects, and that returns or exchanges will not be accepted for differences in size or color.

How to care

How to Wash & Care?

  • Machine-washed or handwash cold, inside-out on a gentle cycle with a mild detergent and like colors
  • Do not bleach 
  • Do not tumble dry, hang to dry 
  • Iron on low

Can I wash my pillow?

We don’t recommend washing the pillow itself, as it may not dry completely. This can lead to moisture buildup inside, which may affect its quality and hygiene.

Instead, we recommend washing our removable pillowcases that are easy to take off and wash, helping you keep your pillow clean and fresh.

Shipping

What is your domestic shipping policy?

Our Shipment schedule is on Monday - Friday is max 3 pm & Saturday max 12 pm. Any orders that come in after the cut off time will be processed in the next working day. There is also no shipment on Sundays and public holiday. 

All our shipments are shipped via JNE and orders over Rp. 499,000 can enjoy free delivery.

Do you ship Internationally?

We currently ship international to Malaysia and offer free delivery for orders over Rp. 2,000,000 or 450 MYR 

For Singapore shipments, please visit www.cosocokids.sg 

Where is my shipment?

Once your order has been shipped, you will receive a tracking ID to monitor your delivery.

If you did not receive a tracking ID within 1 business day, please email us at hello@cosocokids.com

Please note our Shipment schedule is on Monday - Friday is max 3 pm & Saturday max 12 pm. Any orders that come in after the cut off time will be processed in the next working day. There is also no shipment on Sundays and public holiday. 

Did my shipment get lost?

All orders are shipped via JNE. Once your package has been handed over to the courier, delivery becomes the responsibility of JNE.

If your package is delayed, lost, damaged, or marked as delivered but not received, please contact us at hello@cosocokids.com and we will be happy to assist you.

For faster resolution, we also recommend reaching out directly to JNE:
Customer Service: (021) 2927 8888

We’re here to help and will do our best to support you in resolving any shipping issues.

Exchange & Returns

Can I return or exchange my order?

Yes! We hope you love your cozy, soft, and comfortable essentials, but if something isn’t quite right, you can request a return or exchange on full-price items within 7 days of delivery.

However, sale and promotional items are final and cannot be returned or exchanged unless they arrived wrong or defective. All returns and exchanges require approval after the item has been received and inspected, and approved returns are issued as store credit.

Please note that customers are responsible for all shipping costs unless we’ve sent a wrong or defective item.

What condition do items need to be in?

  • Items must be brand new, unused, unwashed, and in original packaging.
  • All original tags, seals, and protective packaging must remain intact.
  • Items must not show any signs of wear, washing, or alteration.

How do I request a return or exchange?

Please contact us within 7 days of delivery with your order number via:

  • Email: hello@cosocokids.com
  • Whatsapp: +62 856-7657-328

What if I received a wrong or defective item?

We’re so sorry! Contact us within 7 days of delivery with an unboxing video and photos of the item. Once approved, we’ll send a replacement and cover the shipping costs. If the item is no longer available, we’ll issue store credit instead.

Full Exchange & Return Policy

We hope you love your cozy, soft, and comfortable essentials. If something isn’t quite right, you can request a return or exchange on full-price items within 7 days of delivery.

Please note: Sale and promotional items are final and cannot be returned or exchanged unless they arrived wrong or defective. All returns and exchanges require approval after the item has been received and inspected. Customers are responsible for all shipping costs unless we’ve sent a wrong or defective item.

How to Request

Please contact us via:

  • Email: hello@cosocokids.com
  • Whatsapp: +62 856-7657-328

Eligibility

  • Requests must be submitted within 7 days of delivery.
  • Items must be brand new, unused, unwashed, and in original packaging.
  • All original tags, seals, and protective packaging must remain intact.
  • Items must not show any signs of wear, washing, or alteration.

Exchanges & Store Credit

  • Exchanges are subject to availability. If your preferred item is unavailable, we’ll issue store credit instead.
  • Approved returns are issued as store credit at the price you paid, excluding shipping.
  • Store credit can be used on our website within 6 months.

Wrong or Defective Items

If you received a wrong or defective item, we’re so sorry! Please contact us within 7 days of delivery with an unboxing video and photos of the item. Items must be unwashed, unworn, and in their original packaging with tags attached, and all claims are subject to inspection.

Once approved, we’ll send a replacement and cover the shipping costs. If the item is no longer available, we’ll issue store credit instead.

We appreciate your understanding and are always here to help if you have any questions.