We dispatch orders from our distribution centre in Sydney, Australia. We currently ship exclusively to California for a flat rate of $10 USD. Your shipment will be picked up via DHL in Sydney and once it lands in the US it will be fed through the USPS Postal Service. We do not ship to other regions at this time.

We ship from the warehouse nearest to you to help ensure faster delivery. Actual timeframes depend on your location and chosen shipping method.

Standard Shipping (Australia Post eParcel)

• Metro (Capital Cities): 2 - 5 business days
• Regional Areas: 3 - 8 business days
• Remote Areas: Up to 16 business days

Express Shipping (Australia Post Express)

• Metro (Capital Cities): 1 - 2 business days
• Regional Areas: 2 - 5 business days
• Remote Areas: Up to 5 business days

Made a mistake in your shipping address? Here's how to update it:

Within 30 minutes of ordering

• Visit your Order Status Page and update your address directly.

After 30 minutes

• If your order hasn’t shipped yet, contact Koh Customer Care. We’ll do our best to help, but changes can’t be guaranteed.
• If your order has already shipped, please contact Australia Post to attempt a redirection.

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 careau@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.