Order processing
Orders are processed within 1–3 business days of being placed. Business days are Monday to Friday and exclude public holidays. Orders placed on weekends or holidays begin processing on the next business day.
Estimated delivery time
- Order processing: 1–3 business days
- Domestic delivery: 3–7 business days after dispatch
- International delivery: 7–15 business days after dispatch
Delivery times
Delivery times vary depending on your destination. Estimated shipping times are displayed during checkout so you can review them before completing your order. Please note that these estimates begin once your order has been dispatched, not at the moment of purchase.
Tracking your order
Tracking information is sent to you by email as soon as your order has shipped. It can occasionally take a short time for the first tracking scan to appear once the carrier registers your parcel.
Possible delays
Although we work hard to keep every order on schedule, delays may occasionally occur due to:
- Customs clearance and international processing
- Severe weather conditions
- Public holidays and peak seasonal periods
- Carrier handling delays outside our control
Accurate shipping details
Customers are responsible for providing complete and accurate shipping information at checkout, including street, unit or apartment number, city, postal code and country. We are unable to take responsibility for orders delayed or returned because of an incorrect or incomplete address. If you notice a mistake, contact us as soon as possible and we will do our best to correct it before dispatch.
Lost or damaged parcels
If your package arrives damaged or does not arrive at all, please contact us within 7 days of the delivery date at kojivelle@gmail.com with your order number and, where possible, photographs of the packaging and product. We will review the case promptly and work with you towards a fair resolution.
Customs, duties and taxes
International orders may be subject to import duties or taxes set by the destination country. Any such charges are determined by local authorities and are the responsibility of the recipient.
Questions
For any shipping question, our team is available Monday to Friday, 9:00 AM – 6:00 PM, at kojivelle@gmail.com. We reply within 24–48 business hours.