Coconu FAQ: Everything Retailers Need to Know
Welcome to Coconu's FAQ section, where we've compiled answers to the most common questions from our valued retail partners. As Korea's premier children's clothing wholesaler, we understand that you may have questions about our products, ordering process, shipping policies, and more. Below, you'll find comprehensive information to help you navigate our wholesale offerings and understand how a partnership with Coconu can benefit your business.
Can't find what you're looking for? Our dedicated customer service team is always ready to assist you. Feel free to contact us directly through our Contact page or via email at hello@coconu.kr
My account
Who can sign up for a Coconu wholesale account?
Coconu is a wholesale platform exclusively for retailers, including both established businesses and startups preparing to launch. Whether you already have a store or are in the planning phase, you’re welcome to apply for an account.
What information do I need to register?
To verify your status as a retailer, we ask you to fill out a simple registration form. If your store is already open, you can provide your store name, website, social media links, and basic business information.
If you are still preparing to launch your business, you can fill out only the sections that apply to you and leave the rest blank.
Can I sign up if I’m still preparing to open my store?
Yes! Even if you are in the early stages of your business, you can still apply for an account. We love supporting new retailers, so feel free to apply.
Do I need to reapply every year?
No, your account stays active as long as you continue placing orders. If your account is inactive for an extended period, we may contact you to confirm your business status.
Do European and UK retailers need to provide any additional information?
Yes, if you are a retailer located in the European Union or the United Kingdom, you will need to provide your EORI number during registration. This is required for customs clearance when shipping orders internationally.
Pricing
Why can’t I see prices on the Coconu website?
Coconu is a wholesale-only platform, meaning prices are visible only to approved retailers with an account. You must sign up and log in to access pricing details.
Do you charge membership or access fees?
No, creating a wholesale account is free. There are no membership fees, but you must meet the minimum order requirements to place an order.
Do you offer payment terms or credit options?
At the moment, all orders must be prepaid before shipping. We do not offer credit terms, but we accept various payment methods for your convenience.
How often do prices change?
Wholesale prices may change due to supplier costs, material prices, and exchange rates. We strive to keep pricing stable, but we recommend checking regularly for updates.
Are there any hidden fees?
No, our pricing is transparent. The only additional costs are shipping fees, customs duties (if applicable), and optional private label or customization fees.
What is the recommended retail price?
For Europe and North America we require that you resell at a price about 2.5 times the wholesale price. You are allowed to deviate from this during sales periods or when you offer limited promotional discounts. We may suspend your wholesale account and reject future orders if you donot keep to the recommended retail pricing.
About the products
Where are your products made?
We exclusively sell products from Korean brands. Most products are made in Korea. The manufacturing country is clearly indicated at the top of each product page.
How are products packaged for shipment?
Most products are shipped without individual packaging, arriving instead in bulk packaging. Some smaller items, such as sleepwear, socks, and hair accessories, might come individually packaged. Shoes usually ship without boxes, and clothing ships without coat hangers.
Do products come with swing tags or price tags?
No, our products do not come with swing tags (paper tags).
What language is used on sewn-in product labels?
Sewn-in tags comply with Korean labeling standards. Size and brand names are always indicated in English, while other details may sometimes appear in Korean.
Can I relabel existing designs from your website with my brand name?
Yes, relabeling is possible but requires approval from the original brand to avoid copyright issues. Approval conditions may vary by brand.
What is the minimum order quantity for relabeling?
Generally, the minimum order requirement for relabeling is 30 pieces per size, per color, per design. Specific requirements might differ slightly depending on the brand.
How long does the relabeling process take, and are there additional costs?
Once approved, relabeling typically takes around 3-5 weeks. There will also be additional costs for producing labels with your brand name.
Shippping
How long does shipping take?
Shipping time depends on the courier and destination:
- UPS, DHL, FedEx: Approximately 2-3 days
- EMS: Approximately 7-10 days
Please note that order processing may take a few days, especially if part of your order is on backorder.
How is the shipping cost calculated?
The shipping cost depends on the following factors:
- Weight and volume of your order
- Destination country
- Shipping method you choose
The exact shipping cost will be calculated automatically when you add products to your cart. You can view shipping costs on both the cart page and checkout page. Costs update in real-time as you add more products.
Can I request a split shipment if some items are on backorder?
Yes! You can request an additional shipment at any time. This is useful if you want to receive ready-to-ship items first while waiting for backordered products.
Can I pick up my order at your office?
No, we do not offer office pickups. However:
- If you are visiting Korea, we can ship to your hotel.
- We can ship to your freight forwarder if you are using one.
What is the shipping cost for orders within Korea?
For domestic shipping within Korea, we only charge a flat rate of $6.00.
Delivery within Korea usually takes 1-2 days, but we recommend placing your order in advance to allow for processing time.
Can I use my own shipping provider or freight forwarder?
Yes, you can arrange shipping with your own transporter or freight forwarder.
If DHL, FedEx, or UPS will collect from our office, please contact us before ordering to remove the shipping cost from your order. After processing, we will provide:
- Shipment details (weight, dimensions, value)
- Our office address for pickup
If your freight forwarder has an office in Korea, you can enter their Korean office address as the shipping address during checkout.
How can I track my shipment?
Once your order ships, you will receive an email with a Track & Trace code. You can track the progress of your shipment online.
For any issues with tracking or delivery, please contact the shipping provider directly (DHL, FedEx, UPS, EMS).
What if my shipment is delayed?
Shipping delays are rare, but they can happen, usually due to customs clearance issues. Unfortunately, delays caused by customs are beyond our control.
If you experience a delay, we recommend:
Checking your tracking number
Contacting the courier directly for updates
Order Shipping Details
When will my order be shipped?
Your order will ship once processing is complete. We typically require a few days to verify availability and receive readily available products from brand warehouses.
What happens if a product is backordered?
You'll automatically receive an email notification when an item in your order is backordered. We will hold your shipment until the product restocks, typically within 1-2 weeks.
How long does restocking usually take?
Restocking generally takes around 1-2 weeks. If restocking exceeds two weeks, we'll contact the brand to check for issues or delays and keep you informed.
Can I split my order into multiple shipments?
Yes, you can request additional shipments. We'll ship available items immediately, and the backordered items will follow later. Please note, splitting shipments might slightly increase your total shipping costs based on shipment size, method, and destination.
Seasonality and Product Availability
When do new seasonal collections typically launch?
- Spring: Starts in January
- Summer: Starts at the end of March
- Fall: Starts mid-August
- Winter: Starts early October
How long do new products typically remain available?
New products generally sell for 3-6 weeks. Popular items may sell out in 3 weeks or less, but brands often restock if materials and production schedules allow it. Restocks are less common toward the end of the season.
Can you check product availability before I place an order?
No, we cannot confirm availability before receiving a paid order. Availability checks are only possible once we begin processing your order, which usually takes a few days.
Why can’t you confirm availability before ordering?
Brands hold the actual stock, and most do not have automated stock management systems. Checking stock involves physically verifying products in their warehouses, which is time-consuming and not guaranteed to remain accurate until payment processing is complete.
Why don’t brands perform stock checks upon request?
Brands prefer not to conduct availability checks outside confirmed orders. Checking availability without an order involves effort without guaranteed sales, and stock levels might change before payment completion, making the information unreliable.
Return Policy
Can I return products that I ordered?
No, returns are not accepted due to the high costs associated with international return shipping. Our discounted shipping rates only apply to outgoing shipments. Returning products often costs 3-4 times more, making returns impractical.
Why is return shipping so expensive?
We have significant shipping discounts for outgoing orders due to high shipping volumes, but we do not receive similar discounts for incoming shipments (returns). As a result, return shipping often costs more than the value of the items themselves.
Can products be returned to the original brands or suppliers?
No, suppliers generally do not accept returns unless products have significant defects and are returned immediately after purchase. This policy is standard in the Korean fashion industry, where most customers are domestic and returns occur quickly. Since we operate without inventory, we cannot effectively resell returned products.
What if I receive defective or incorrect products?
In the rare event that you receive a defective or incorrect product (wrong design, size, or color), we will issue a full refund for the affected item. Please report the issue by email within 7 days and before selling the products to your customers. Include detailed photos so we can verify the issue.
Will I have to ship defective items back to you?
Usually not. Due to high international return shipping costs, we rarely request customers to return defective products. Clear photographic evidence is usually sufficient for resolving the issue and processing your refund.
How frequently do issues with quality or incorrect shipments occur?
Quality issues or errors are extremely rare. We inspect every product thoroughly—first upon arrival at our office and again during packing—to ensure that defective or incorrect items are very seldom shipped.