Shipping Policy

Shipping Fees

We despatch orders from our four distribution centres in Brisbane, Melbourne, Sydney and Perth with Australia Post's eParcel service. For orders less than $99, our rates are $9.95 for Metro and $11.95 for Regional post codes. We ship all orders over $99 free Australia-wide.

Shipping Protection Policies

Please review our policies below to better understand what Koh Shipping Protection covers, and in what circumstances a claim may be filed.

Lost Items Policies

What We Cover

Packages presumed to be lost
An item is considered “lost” if it is never reported as “delivered,” and if 10 days have passed since the last tracking status update for domestic shipments. A claim must be filed within 30 days of the last tracking update.

Elapsed estimated delivery date
Koh will consider a package “lost” if 10 business days have passed since the last estimated delivery date provided by the carrier, and no delivery or update to status has been made. A claim must be filed within 30 days of the last tracking update. 

Only part of an order was delivered
If a single order is shipped in multiple packages and any package(s) does not arrive within 10 business days, Koh will consider the undelivered package(s) “lost.” A claim must be filed within 30 days of the last tracking update (“delivery date”). 

If a single order of multiple items is shipped in one package, but only part of the order arrived and there is no evidence of tampering, Koh will not consider the package “lost.” Please reach out to the Customer Experience team to discuss further.

What We Don’t Cover
Invalid address, delivery barriers, or packages marked “return to sender”
Koh will not consider a package “lost” if a shipping carrier is unable to deliver a package due to an invalid or undeliverable address, an unexpected delivery barrier, or if the customer refuses a delivery. In these instances, the carrier may return the package to Koh (“return to sender”). 

If the package is misplaced by the carrier while in transit back to the retailer, and no tracking update is issued for 10 days, Koh will consider the package “lost.” A claim must be filed within 30 days of the last tracking update. 

Input wrong address
Koh will not consider a package “lost” if the customer entered the wrong address at the time of purchase. If the package has not yet shipped, customers should reach out to Koh to remedy the incorrect address. If the package has already shipped, customers should reach out to the shipping carrier to divert the package to the correct address.

Order marked “pre-shipment” “label created” or “shipment information received”
Koh will not consider a package “lost” if it is marked “pre-shipment,” “label created,” or “shipment information received,” as these orders are still unfulfilled and the package has not yet shipped.

Orders stuck in customs
Koh will not consider a package “lost” if the order is stuck in customs for any reason, including incomplete paperwork, unpaid taxes or fees, or prohibited items. Please contact your local customs agency with questions. However, if a package is a replacement order processed by Koh and it is stuck in customs due to unpaid fees, Koh may reimburse the cost of the customs fees at our discretion.

Orders seized by law enforcement
Koh will not consider a package “lost” if the order is seized and confiscated by federal or local law enforcement for any reason, including suspicion of illegal substances, counterfeit goods, or prohibited items. (See our policy on Contraband below.) Please contact the shipping carrier for more information. If you believe the package was seized in error, you may also appeal the seizure with law enforcement.

Stolen Items Policies

Delivered but missing package
Koh will consider a package “stolen” if the package is marked “delivered” but the customer did not receive it. A claim must be filed within 30 days of the “delivery date,” but no sooner than 5 days to account for the possibility that the package may be found on the premises or has been marked “delivered” prematurely by the carrier. 

Delivered to wrong address
Koh will consider a package “stolen” if the customer provided the correct address at checkout, but the shipping carrier delivered it to the wrong address. A claim must be filed within 24 hours of the “delivery date,” but no sooner than 5 days to account for the possibility that the neighbor may hand over the misdelivered package.  

Damaged Items Policies

Damaged Items
Koh will consider an item “damaged” if it is unusable. Koh requires evidence of the damaged item (photos, videos, etc.) as part of the claims filing process. Claims for damaged orders must be filed within 24 hours of the delivery date. 

Manufacturing Defects
Koh will not consider an item “damaged” if it exhibits any manufacturing defects or nicks or marks that you suspect may have occurred prior to shipment (e.g. the box or packaging does not show signs of mishandling). Manufacturing issues may be covered under our warranty policy.

Miscellaneous Policies

Claim filed too late
All claims must be filed 30 days from the last tracking update for lost orders and 24 hours from delivery date for damaged or stolen orders. If a claim is filed outside these time frames, Koh reserves the right to deny the claim. Read more about deadlines to file a claim.

Subscriptions and recurring orders
For subscriptions orders containing item(s) selected by the customer, Koh will reorder any item(s) that are lost, stolen, or damaged in transit. Please file a claim for the specific item(s) within the specified claim file deadline of the “delivery date.”

Expedited shipping
Koh does not cover shipping carrier delays or lateness on expedited shipping (e.g. overnight, next day, or two- or three-day delivery). For example: If you purchased two-day shipping and your order is delivered (undamaged) any time after the second day, Koh’s policy does not apply. For questions or concerns, contact the shipping carrier responsible for the delivery, as their policies may support a refund.

Custom items
Koh reserves the right to provide a refund for complex or sensitive custom orders in the interest of shopper privacy and order accuracy.

Out of stock items
Koh reserves the right to refund items that are listed as out of stock.

Quality control
Koh’s shipping insurance will not replace a product if a customer is unsatisfied with the quality of the product received. Instead this will be assessed at Koh’s discretion as part of our returns policy.

Deadlines to file a claim

If you purchased our Shipping Protection and encountered an issue with your order, please read the below guidelines for when to file a claim.

Damaged
An order is considered damaged when Item(s) arrive fractured, shattered, bent, crushed, broken, or otherwise unusable.

Claim time frame: Within 24 hours from the date the package was marked “delivered.”

Lost
An order is considered lost when it is never reported as “delivered” and a tracking update has not been issued for more than 10 days or, if 48 hours have elapsed from an estimated delivery date provided by the shipping carrier, and no delivery or tracking update has been made. 

Claim filing time frame: Between 10 and 30 days from the last tracking update. Koh requires a 7-day wait-to-file period for lost orders as packages are sometimes delayed in transit, but do often show up.

Stolen
An order is considered stolen when it is marked “delivered,” but was not received by the customer. 

Claim time frame: Between 5 and 30 days from the date the package was marked “delivered.”

Koh requires this 5-day wait-to-file period for stolen orders as packages are sometimes prematurely marked as “delivered,” but do often show up.

General Coverage Exclusions 

This coverage does not insure against any loss, damage or expense attributable to or caused by: 

1. Ordinary leakage, ordinary loss in weight or volume, or ordinary wear and tear of the goods insured.
2. Willful misconduct, infidelity, conversion or dishonest acts of the Assured, or the Assured’s employees, whether committed alone or in collusion with others. 
3. Rust, oxidation or discoloration on unpacked and/or unprotected cargo.
4. Loss of market or loss, damage, expense or deterioration arising from delay, whether caused by a peril insured against or otherwise.
5. Inherent vice or nature of the goods insured.
6. Insolvency or financial default of the owners, managers, charterers, or operators of the vessel where, at the time of loading of the goods insured on board the vessel, the Assured is aware, or in the ordinary course of business should be aware, that such insolvency or financial default could prevent the normal prosecution of the voyage. This exclusion shall not apply where the contract of insurance has been assigned to the party claiming hereunder who has bought or agreed to buy the goods insured in good faith under a binding contract. 
7. Insufficiency or unsuitability of packing or preparation of the goods insured to withstand the ordinary incidents of the insured transit, but only where such packing or preparation is carried out by the party presenting the claim for payment, or its employees, prior to the attachment of this insurance (for purposes of this clause, “packing” shall be deemed to include stowage in a container, and “employees” shall not include independent contractors).
   
   Where a loss results from improper packing, but the claim is covered because the packing was not performed by the party presenting the claim for payment or its employees, it is the duty of the Assured to assist Underwriters in recovery efforts against responsible parties. It is further understood that no future claims shall be recoverable under this Policy which arise from improper packing performed by the same person or entity unless additional shipment(s) have already departed from the same shipper when improper packing is first discovered. 
8. Electrical, electronic and/or mechanical derangement unless the Assured is able to demonstrate that such damage is the result of a peril insured against.
9. Any accident occurring while rolling stock (railroad car) cargo is being driven under its own power or being towed on its own wheels, except during loading and unloading and positioning by the steamship line. 

How to file a claim

1. Email careau@koh.com with your order number
2. Provide issue details, including photos (if relevant ) and a description of what happened to your package
3. Koh Customer Experience team will be in touch to discuss your claim further

Claim Resolution

Claim resolution is at Koh’s discretion, you may receive a replacement, refund or store credit.

If Koh suspects that a customer has undertaken any dishonest acts, such as any manipulating, tampering, and/or corrupting of tracking data to make it appear as though a delivered shipment is lost in transit, our Shipping Protection will not apply. If you believe this conclusion has been made in error, or that all or part of your claim has been wrongfully denied, please contact us.