Help

Orders and Returns

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.

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.

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.

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:

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.

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.

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