Shipping policy

We want as many people to experience Kosi as possible which is why we ship nationally across Australia. For a global shipping request, if your country is not available at checkout please email info@kosi.au so we can try and work our magic!

Please note: for orders outside of Australia - duties and taxes are not included. Your local customs authorities may charge import tax and duty upon delivery. Please check the custom laws in your country before payment.

DELIVERY TIMEFRAMES & COST 

We work so hard at Kosi to ensure that when you order our team aim to dispatch on the same day, in our bid to offer a prompt and timely service as we know how excited you are to receive your Kosi!

We've implemented calculated shipping rates, which means your shipping costs will vary based on your order value and location.

These rates are determined at checkout. To get an estimate, simply proceed to checkout with a draft order.

Shipping Protection – Optional Add-On

For added peace of mind, you can add Shipping Protection for $3.00 AUD (or price per your local currency shown in cart) at checkout. This optional coverage helps protect your order against loss or damage during transit.

  • Coverage applies to issues that occur while your package is in transit.
  • Claims can be submitted if your item is lost or arrives damaged.
  • This service is optional and can be selected before completing your purchase.

If you have questions or need to file a claim, please contact us for assistance at info@kosi.au.

FREQUENTLY ASKED SHIPPING QUESTIONS

 

What if I need to make updates to my order?

Once your order has shipped, we cannot modify the shipping information (e.g., incorrect address, upgrade shipping options) or adjust items in the order.

If you notice a mistake, please email us within one hour of placing your order at info@kosi.au, and we’ll do our best to make updates before dispatch.

However, if you have any issues with your shipping details please let us know and we'll assess this on a case by case basis.

 

Is the Pink Kosi mailer box included with my order?

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

 

What if I need to update my shipping address?

Please email us at info@kosi.au within 2 hours of placing your order. After this window, we may not be able to adjust it.

 

Do you ship to PO boxes?

Yes, we ship to PO Boxes in Australia. However, please note that certain carriers may not deliver to PO Boxes. If this is the case, we will notify you and make alternative arrangements for delivery.

 

How do I track my package during shipping?

The carrier will provide you with tracking information after dispatch. 


What is the cost of shipping internationally?

Please refer to the table above for the cost of shipping per each location. If your country is not on our list of countries we are able to ship to please email info@kosi.au as we will use our best measures to see if there is something we can arrange to allow you to purchase Kosi. 


What happens if my package is lost or damaged during shipping?

In the case of damaged goods during shipping, in accordance with our returns policy we do not offer refunds but will be able to offer you a store credit or replacement if your return is accepted. 

If you believe that you have a quality or damage issue that may warrant a return and replacement then please direct your query and concern to info@kosi.au

You have 30 days from receiving the product(s) to begin the return process. For faulty items, we arrange to exchange your product(s) providing you with a replacement or store credit. 

To make your claim please send us the following information along with a photo accompanying the details of issue:

  • Name
  • Product details
  • Proof of purchase (including order number)
  • Details of issue with product

For items that are lost in transit, we will check the progress with the shipping carrier. If the order is lost due to the shipping carrier, we will send you another delivery of your items ordered to reduce the delay.

Note: once your order is delivered to your premises, it is your responsibly. If damaged or stolen once your order is delivered, this is out of our control and we don't take responsibility. If your premise is known to have theft, please advise our team with your order confirmation and we will ensure it requires signature on delivery to reduce the risk of it from being left at your doorstep.

 

If you're located outside of Australia

If you're located outside of Australia your order will not include taxes and your local customs authorities may charge import tax and duty upon delivery.