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Returns & refunds
Because KOI sources every item from the brand on your behalf, our full return policy is being finalised alongside our logistics partners.
đ§ Draft policy â the guidelines below reflect our general approach while the full policy is confirmed with our shipping partners.
â
Generally eligible
- âItem arrives damaged or defective
- âWrong item, size, or colour delivered
- âItem is significantly different from its listing
đĢ Not eligible
- âChange of mind after the item has shipped from the brand
- âItems worn, used, or with tags removed
- âCustoms and import fees, once processed
How to request a return
1
Contact us within 48 hours of delivery
Include your order reference and photos if the item arrived damaged.
2
We review with the brand or logistics partner
Most requests are reviewed within 2â3 business days.
3
Refund or replacement
Approved returns are refunded to your original payment method, or replaced where possible.
Item arrived damaged or wrong?
Contact us with your order reference and we'll help you directly.