Returns and Refunds

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.)

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