Shipping policy

Shipping Fees

We dispatch orders from our four distribution centres in Sydney, Melbourne, Brisbane and Perth, using the closest one to you whenever possible.

Standard Shipping (Australia Post eParcel)

Orders over $99:

• Metro: Free
• Regional: Free

Orders under $99:

• Metro: $9.95
• Regional: $11.95

Express Shipping (Australia Post Express)

Orders over $99:

• Metro: $10.95
• Regional: $14.95

Orders under $99:

• Metro: $16.95
• Regional: $18.95

Shipping is via Australia Post eParcel or Express Post, depending on your selection at checkout.

 

Estimated Delivery Timeframes

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

 

Editing Your Delivery Address

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.

 

Lost Item Policy

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

 

Stolen Item Policy

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

 

Damaged Item Policy

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)

 

Other Important Notes

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

 

General Exclusions

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

 

Filing a Claim

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.