Once an order has been placed, unfortunately it cannot be changed. To redirect your order we suggest downloading the AusPost app and requesting a redirection through their service directly. 

Pink Kosi mailer box is not included. Specific packaging can be requested at checkout, subject to availability.

We know things happen, but because our team works quickly to get your Kosi to you, we unfortunately can't make changes once an order is placed! However, if you need to redirect your package, we highly recommend downloading the AusPost app to easily manage your delivery details directly with them.

1. Please cover the wrap in a wet towel before heating. Place room temperature wrap evenly spread in the centre of a clean microwave turntable, not touching the sides of the oven. Ensure that any additional microwave features are turned off, such as "browning".

2. Heat in the microwave for 60 seconds (800W) or 40 seconds (1000W). Flip inside out and upside down, giving the product a good shake, and heat for a further 60 or 40 seconds. If reheating, heat for an additional 15 seconds (800W) or 10 seconds (1000W). Please do not exceed 180 seconds total heating time.

3. Check to ensure temperature is suitable before application. Before reheating, check if the temperature of any part of the pack is too hot. Knead and rotate the pack to disperse heat evenly.

No - Kosi can only be heated in a regular microwave, heating by any other method will cause burns and good be hazardous.

Please be sure to always follow the heating instructions and never overheat your Kosi. This is for your own safety based on medical advice for applying heat to your body,  for your own safety when heating the product, and avoiding burns to your Kosi. Kosi has been extensively QA tested and safely heated by more than 10,000 customers and is completely safe and will not burn when the instructions are followed correctly. We strictly do not accept returns for burned products. However, we understand that accidents can happen! If you have accidentally burned your product please do reach out to us at info@kosi.au and we can arrange a replacement product at 50% off once the protocol has been followed (we will workshop with you on the heating process followed and require images of the product and microwave used. Please see below our advice to avoid burns to your Kosi:

• Always follow the heating instructions and never overheat
• We recommend you add a little moisture during heating (cover with a damp, not wet, cloth while heating OR place a cup of water in the microwave while heating)
• Do not cover Kosi in a WET cloth or allow your Kosi to get wet - this will create hot spots that can burn 
• Ensure your Kosi is able to turn freely in the microwave, if the plate is not turning, you will get hot spots and burns
• Ensure your Kosi is not touching the sides of the microwave
• Ensure your microwave is in good condition, old or damaged microwaves can create hot spots or burns
• Ensure your microwave is clean and dry 
• Ensure your Kosi is clean and dry, and all lint and fluff is removed from product and velcro
• Ensure you replace your Kosi if it is old or losing its quality due to frequency of use
• Ensure you turn, shake and flip Kosi inside out mid-heating
• Only heat Kosi in a microwave
• Do not use convection setting in the microwave
• Do not heat Kosi in a convection microwave or any other appliance
• Please store your Kosi in its original ziploc bag between uses to avoid any contamination that could lead to burns

If you reach out to us, we will ask you some simple questions about the heating process followed, the condition of your microwave, and will request images of your Kosi and your microwave. We will provide you with a 50% off replacement code and help you identify issues to ensure you do not burn your replacement. Sometimes for small burns you may be able to repair your product. Please email our friendly team at info@kosi.au for information on this. 

Yes! Simply seal in the ziplock bag that comes with your heat pack and place in the freezer for at least 4 hours before use.

Please do not wash your Kosi, spot clean with a damp cloth only.

Many people like to purchase two Kosi’s, one to keep at home and one to keep in the office (you also get a nice discount for two!)

Kosi has a very mild earthy smell, that you will only notice when you smell it really closely.

We recommend replacing Kosi after 12 months. The shelf life of Kosi varies and is dependent on several factors, including frequency of use, method and length of heating, treatment of the product, and storage conditions. We recommend the following to extend the life of your Kosi:

• do not overheat
• add a little moisture during heating (cover with a damp, not wet, cloth while heating OR place a cup of water in the microwave while heating)
• keep your Kosi clean and free of lint, dirt or fluff
• keep the velcro clean
• pull gently when applying or removing the velcro to the fabric
• place in a clean, dry travel bag when you take Kosi on the go
• store your Kosi in the original ziploc bag, in a cool, dark place between uses
• you cannot wash Kosi, spot clean with a damp cloth only
  

Kosi comes with a 30-day quality guarantee. If your Kosi arrives in less than perfect condition, we would love to send you a replacement. After this time, Kosi is subject to normal wear and tear relating to the frequency of use and treatment of the product. If you need advice on repairing your Kosi, please reach out to our friendly team at info@kosi.au

Standard shipping in Australia will take 2-5 business days, express shipping is available for an additional charge. The average time for international shipping from Australia is 15 days, however some countries might take more than 25 days. Express shipping is also available to international orders for an extra charge.

Yes! You will receive a cute Kosi carry bag with your order, to help you get it safely from A to B.

Please note that when travelling internationally, customs rules will apply. Please check the regulations for flaxseeds before your departure and find out if there is anything you need to bring along with your Kosi to ensure it is not confiscated or opened at the airport. You can reach out to us for certification if required.

Yes, we currently offer two sizes:

• Size 2XS-S: This size fits waists up to 90cm. The dimensions are 106cm x 25cm, making it slightly taller to snugly fit a smaller torso.

• Size M-2XL: This size fits waists up to 120cm. The dimensions are 125cm x 20cm, designed to fit comfortably on the widest part of your torso.

Please note that these measurements are based on your waist, so there is no need to measure your hips. The product is stretchy and may become longer over time. We recommend measuring the largest part of your tummy for the best fit. If you are between sizes, we always recommend sizing up.

We welcome all feedback on sizing to ensure we cater to all body types.

Please measure your waist and use this to help you choose the correct size for you. Measure your waist at the largest point.

We have sizing guidelines on both sizes to assist you. If you could fit either size, you should select by preference on the height of Kosi.

Some prefer more torso coverage which comes with the XS-M size, and some prefer the height of the M-2XL which will not come up as high under the bust.

Please keep your Kosi in a cool, dry place and ensure you keep it clean as Kosi can only be spot cleaned.

Please ensure your microwave is clean and working properly. We recommend placing a sheet of paper towel on your microwave plate before heating to protect your heat pack. Additionally, we recommend using a little moisture during heating. Either by placing a damp, not wet, cloth on your Kosi during heating, or by placing a cup of water in the microwave during heating. This is to attract more heat into the product for better warming relief, and to protect against burns. We do not recommend using a wet cloth or putting a wet Kosi in the microwave as this can create hotspots and burns.

Please ensure you always fold to heat your Kosi, with the velcro on the inside. Ensure the product and velcro is clean and free of any lint or fluff which can burn.

When not in use, we recommend keeping your Kosi in the original ziplock bag to keep it clean. When on the go with Kosi, it is best to keep it in a clean, dry travel bag. Please store Kosi in a clean, dry place.

When not in use, we recommend keeping your Kosi in the original ziplock bag to keep it clean. When on the go with Kosi, it is best to keep it in a clean, dry travel bag. Please store Kosi in a clean, dry place.

Kosi is a traditional heat-pack, with an innovative new design. Kosi's heat retention is in line with any microwavable heat pack.

Everyone has differing skin sensitivity and heat perception. Depending on the strength of your microwave and your perception of heat, Kosi will retain a comfortable heat for 20-30 minutes.

Please note that safety guidelines for all heat packs are that they can only be safely used for periods of 20-30 minutes. Please always consult with your doctor before using Kosi for longer periods. Please refer to the safety booklet that comes with your Kosi.

When you first receive your Kosi, the flaxseed filling is fresh and has never been heated before. The heat will improve over time with reheating, and the flaxseeds will start to release flaxseed oil, providing a nice moist heat. Please ensure you add your wet cloth to your product when heating to attract the heat.

Kosi contains flaxseeds which are reported to have better heat retention, but please note that while Kosi has superior heat coverage and a more convenient design, it does not provide longer heat retention than any other traditional heat pack.

Kosi will need regular re-heating if you wish to use it for longer periods.

Yes you can order Kosi internationally by emailing info@kosi.au. You will receive a custom shipping quote which will vary by country. Please note that the customs and taxes may vary per country, and is at the discretion of the customer to research before purchasing. 

Kosi heat packs are filled with 100% flaxseeds which are already deactivated for importation. Products have been irridated by gamma ray 25KGy. Certification is available if required.

Your Kosi comes with strong velcro, which allows the snug fit to your body for ultimate comfort. The edging of the velcro where it is cut and fitted to your heat pack can sometimes flake off, leaving a tiny piece of loose harmless plastic in the fabric. Please always check your Kosi before applying to your body to assure your own comfort. Simply pull out and discard any tiny piece of plastic that does come loose. This has no effect on the use and quality of your product.