Help

Help

How long does it take to get my order?

In Australia we use Australia Post - Regular Parcel Post delivers in 2 days to Metro or 5 days to Country within your state, and 3-6 days interstate. For Express Post - it is next day delivery for 80% of Australian addresses.

Do you gift wrap?

Yes, its free too!

Disclaimer

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Koh Living’s relationship with you in relation to this website.

The term “Koh Living” or “us” or “we” refers to the owner of the website whose registered postal address is 10 Sahra Grove, Carrum Downs, Victoria, 3201. Our Australian Business Number is 49 682 290 440.

The term “you” refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.

  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.

  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.

  • Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.

  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).

  • You may not create a link to this website from another website or document without Koh Living’s prior written consent.

  • The law of the State of Victoria, Australia governs this Agreement. The parties submit to the non-exclusive jurisdiction of the courts of this State and the Federal Court of Australia.

My privacy is protected?

This privacy policy sets out how Koh Living uses and protects any information that you give Koh Living when you use this website. Koh Living is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

Koh Living may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from the 1st October 2013.

Which payment methods are accepted?

Koh Living is pleased to offer payment by Paypal, Apple Pay and G Pay.
All prices are in Australian dollars.

Do you provide tracking numbers?

Yes, we absolutely do! Every order is trackable through our courier company or Australia Post.  Once your order is picked up from us, we send you out an email with your tracking number so that you can follow it along the way.

Are prices marked on the packaging?

No, we remove any pricing from the packaging or product knowing that you may give it away as a gift.

Do you send overseas?

Yes we do, we ship all over the world and insure our packages so that they arrive safely too.

Is COVID-19 delaying delivery times?

During COVID-19 we are noticing delays of a few days, and appreciate your patience as Australia Post works with its increased volume and challenges. International deliveries may also experience delays in delivery.

What we Collect?

We may collect the following information:

  • Name
  • Contact information including email address
  • Other information relevant to customer offers

Why isn’t my discount voucher working/where do I enter it in the checkout?

The discount voucher for your first time order is received by email when you initially register - enter this in your cart or in the payment screen when proceeding through the checkout.

How much does freight cost?

Standard freight within Australia is $9.95, or free if you order over $89!  We also have a $14.95 flat freight option if you need it express. For customers in New Zealand, Standard postage is $29.00 and Express postage is $39.00. For everywhere else, Standard postage is $49.00 and Express postage is $69.00.

*For UK customers. Please be aware that you will have to pay customs fees and or duties, these fees are set by your government and are the responsibility of you. For more information, please contact your local customs office or postal service.

Can I trace my order?

Your order is dispatched from Koh the next business day, and each one has a tracking number so that you can trace where it is in the delivery process at any time.

What we do with the information we gather?

It is not compulsory for you to provide us with your personal information which we may have requested from you for us to perform a service for you, however, without the specified information, we may not be able to fulfil your request or provide you with the service you require.

Do the tealight holders come in boxes?

Yes, most of our products are gift boxed.

How long will it take to dispatch my order?

We aim to dispatch your order by the next business day, but earlier if we can.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

RETURNS

At Koh we're super proud of the feedback we get from happy customers and we're big believers that you find out the true nature of a company when something goes wrong - such as when you what to return something - so here's some questions and answers that you can rely on from us:

I’d like to buy your products, where do I find them?

We have a range of stockists around Australia and New Zealand - if you click Store Locator in the footer, you’ll be able to locate stockists close to you.  We always recommend you telephone before visiting if you’re after a particular item to avoid disappointment should it be out of stock in store, or not carried by that particular retailer.

Links to other websites

This privacy policy does not apply to parties that may be linked or associated with our website. Those website owners are responsible for the privacy of the information they collect and should be contacted directly for details of their privacy policies. Koh Living does not rent or sell personal information about customers or customer lists to third parties.

What happens if your product arrives broken?

Easy! Give us a call at our shop on 03 5902 2735 or send through an email to mornington@kohliving.com.au with a snap of how the product was broken and we'll put another one in the post, or provide a refund - whichever you prefer. While we consider ourselves experts in packing them safely for transit, if it arrives broken, just give us a call or email and we will sort it out.

Controlling your personal information

Authorised staff who will use it to fulfil requests, orders, and provide news updates as per any requests may access all information disclosed and collected. If you have given us permission to do so, we may contact you occasionally to advise of changes or updates to our website and/or to advise of special offers and news updates.

What happens if the product isn't what i thought it would be and I want to return it?

Give us a call at our shop on 03 5902 2735 or send through an email to mornington@kohliving.com.au to let us know, and pop it in the post to:

Attention: Returns (your invoice number)
Koh Living, 59 Main Street, Mornington VIC 3931
(Don't forget to leave your contact details in case we need to contact you)

Whilst you will have to cover the cost of the return postage, when we receive it, within 24 hours we will check it's in the original condition and packaging, and refund your credit card. Please be sure to do this within 14 days of receiving your order.

Disclaimer

Welcome to our website. If you continue to browse and use this website you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Koh Living’s relationship with you in relation to this website.

The term “Koh Living” or “us” or “we” refers to the owner of the website whose registered postal address is 10 Sahra Grove, Carrum Downs, Victoria, 3201. Our Australian Business Number is 49 682 290 440.

The term “you” refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trademarks reproduced in this website, which are not the property of, or licensed to the operator, are acknowledged on the website.
  • Unauthorised use of this website may give to a claim for damages and/or be a criminal offence.
  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • You may not create a link to this website from another website or document without Koh Living’s prior written consent.
  • The law of the State of Victoria, Australia governs this Agreement. The parties submit to the non-exclusive jurisdiction of the courts of this State and the Federal Court of Australia.

What if I get sent the wrong product?

With so many gorgeous products and orders going out, on the rare occasion we're excitedly packing your order and a mix up occurs! Just let us know and we’ll apologise and resolve it by putting a replacement in the post straight away! After all, we're real people picking products off of the shelves for your order - not machines. The bonus is that in almost all cases you'll get to keep any of the incorrectly sent products :) Just a little apology sweetener from us.

When will I be refunded?

When we receive your return, as long as we're expecting it, we'll get straight on your refund within a business day, otherwise we may have to give you a call - so please remember to pop your contact details in the return so we can reach you if we need to.

What can’t I return?

Generally we don’t accept used items, but if you've received something and used it, and it hasn't lived up to your expectations please call us because we would like to understand why, and can provide a refund. Any feedback from you helps us when we're developing and releasing the next round of gorgeous products so please don't hold back.

Customer Care

Need help? We're available by phone or email weekdays 9am – 5pm AEST.

1800 811 598

+61 3 9770 8715

info@kohliving.com.au