Returns and Refunds

Important Notice 
Due to the current global situation, shipments may experience some delays, but please rest assured your order will still be delivered to you. We appreciate your patience in these difficult times.

Courrier
United States: Affected by the continuing epidemic, the current large volume of cargo and flight resources, coupled with the U.S. epidemic situation is more serious, terminal delivery also has some delays.

U. S. dedicated lines from 10-15 working days delay to 25-35 working days

Our Team
We are closely following official regulations to ensure we are prioritising the well-being of both our staff and customers, as this is of utmost importance to us.

Where possible, we are working from home, while our warehouse team following strict safety protocols that are implemented to protect their well-being.

These precautions may result in a slightly longer dispatch time than we usually deliver, but we will do our utmost to ensure that all orders are get to you as soon as possible.


Courier interruption




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Not in love with your new purchase? Please contact our 
customer service team, we’d be more than happy to help you sort your issue out and find the best solution for you!

 

Returns

The following items are made to order, and as such cannot be exchanged or returned for a refund:

  • Personalized items such as: 
    - Necklace (Pendants)
    - Charms
    - Watch
    - Photo Upload Items
    - Leggings
    - Shirts
    - Shoes

In the rare situation where an order for these items arrives defective, we'll arrange for a replacement to be made and shipped to you. If a replacement is not possible, we may arrange for a refund. Requests for returns, exchanges or refunds must be made within 7 days of receiving your order.

We cannot accept general returns for the following reasons:

  • Change of mind
  • Items ordered in error (including wrong quantity, design, or variant selected)
  • Exchanges for alternative design, product or size
  • Not as expected items
  • Unwanted items
  • Personalized items

Order Modifications or Cancellation


After your order has been placed, you have 24 hours to contact our customer service and request order modifications or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified or cancelled.

 

Damaged/Incorrect Order

 

At Kozeyo, we are doing our best to ensure product quality and order accuracy. However,  it may happen that you receive a damaged item, poor-quality printing or incorrect product. Thankfully it is rather unusual! But, if it is the case, we guarantee a 100% satisfaction to all of our customers by offering a free replacement order or a refund on the affected items.

For our Replacement, all we need is your ORDER NUMBER and a CLEAR PHOTO showing either the incorrect item, the poor quality of the print or the damaged area of the item. For our Refund, kindly send back to us the item to process the full refund in your account. Please contact us by email at support@kozeyo.com and one of our helpful support staff will organize a reprint/replace or a refund for you!

 

Order not received


If your item has not arrived within 30 working days after having ordered, contact our customer service team through our Contact Us page for a free replacement order or a full refund of your purchase. (Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.)