We dispatch orders from our distribution centre in Auckland with NZ Post.

For orders less than $99, our rates are:

• Auckland $5.00
• North Island (excl. Auckland) $6.00
• South Island $8.00

We ship all orders over $99 free New Zealand-wide.

Delivery is usually between 2-5 business days, depending on where you live in New Zealand. 

We are unable to change shipping address once it hits our warehouse and has been assigned to NZ Post. They will send your tracking number directly to you when it is active.

What you can do is update your address via your NZ Post account. Simply click here to login (if you don't have an account, don't worry, you can create one. Simply set it up with the email address you use to order your items).

What We Cover

• Package has no delivery scan and no tracking updates for 10+ days
• Package is 10+ business days past estimated delivery date
• Part of a multi-package order is missing after 10+ business days
  

What We Don’t Cover

• Invalid or incorrect address
• Refused delivery
• Packages marked "pre-shipment" or not yet shipped
• Orders stuck in customs or seized by authorities

Covered If

• Package is marked "delivered" but not received
• Delivered to the wrong address (if correct address was provided)
  

Claim Timeframe

• File a claim between 5 - 30 days from the delivery scan

Covered If

• Items are unusable (e.g. broken, crushed, shattered)
• Photo or video proof is provided
  

Not Covered

• Manufacturing defects (these may be covered under warranty)

Claim Time Limits

• Lost: File within 10 - 30 days of the last tracking update
• Damaged: File within 24 hours of delivery
• Stolen: File between 5 - 30 days of delivery
  

Subscription Orders

• If a subscription order is lost, stolen, or damaged, we’ll resend it
  

Shipping Delays

• Not covered unless the product itself is affected
  

Out of Stock or Custom Items

• Refunds may be issued at our discretion
  

Quality Issues

• Not covered under Shipping Protection - refer to our Returns Policy

Shipping Protection does not cover:

• Minor wear, leaks, or cosmetic issues
• Delays not caused by carrier loss
• Poor packaging by sender
• Electronic or mechanical failure not due to shipping
• Fraudulent claims or altered tracking information

To lodge a claim, email carenz@koh.com with:

• Your order number
• A description of the issue
• Photos or videos if applicable

Our Customer Experience team will review your request and respond with the next steps.

Possible Outcomes

• Replacement
• Refund
• Store credit

Koh reserves the right to deny any claim suspected to be fraudulent.