I ordered a rug and returned it immediately because the colour did not meet my expectations . Tracking confirms the return was delivered back to Kukoon on 19 February 2026. Despite this, I received no acknowledgement of the return.
After waiting five working days, I contacted the company on 27 February using their only communication method, a web form. I received an automated message stating they were experiencing a high volume of queries and would respond within three working days. That deadline passed with no reply. I contacted them again today and received the same automated message.
Under UK consumer law, a retailer must refund customers within 14 days of receiving returned goods. They must also provide clear communication about the status of a return. At this point, Kukoon has failed to meet even the most basic standard of customer service, while still intending to deduct at least £10 from the refund for the return.
Based on my experience, I would strongly advise avoiding this company
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