Return window
Returns are accepted within 30 days of delivery. Requests made after this period may not be eligible, though we encourage you to contact us so we can review your situation.
Condition of returned items
To be eligible for a return, products must be unused and in their original packaging. The only exception is where an item arrives damaged, defective or incorrect — in that case, condition requirements do not apply.
Damaged, defective or incorrect items
If your order arrives damaged, defective or is not what you ordered, you are entitled to a replacement or a refund. Please contact us with your order number and photographs of the item and packaging so we can resolve it as quickly as possible.
How to start a return
- Email kojivelle@gmail.com with your order number and reason for the return.
- Wait for our confirmation and return instructions — please do not send items back before contacting support, as unauthorised returns cannot be processed.
- Pack the item securely and ship it using the instructions provided.
Refund processing
Once your return arrives, it is inspected and, upon approval, your refund is issued to the original payment method. We will notify you by email when the refund has been approved and processed.
Depending on your bank or payment provider, refunds may take several business days to appear on your statement.
Shipping costs
Original shipping costs are non-refundable, unless the return is the result of an error on our side — such as a damaged, defective or incorrect item. Return shipping costs are the responsibility of the customer except in those same circumstances.
Order cancellations
If you need to cancel or amend an order, please contact us as soon as possible. We can usually accommodate changes before an order has been dispatched.
Need help?
Write to kojivelle@gmail.com, Monday to Friday, 9:00 AM – 6:00 PM. We reply within 24–48 business hours.