An item in my order arrived damagedUpdated 5 minutes ago

30 days

Statutory right to reject damaged or faulty goods, from delivery

Koh pays

Reasonable return postage for faulty goods

If an item in your Koh UK order arrived damaged, contact the support team with two things: your order number and photos of the issue. The order number lets the team pull up exactly what was sent, and the photos let them see the damage straight away without a back and forth. You can get in touch through the order help flow in the Help Centre, through the contact page, or by email to [email protected].

Get in touch with the Koh UK support team and send two things.

You can reach the team through the order help flow, the contact page, or by email to [email protected].

Once the Koh UK support team has your order number and the photos, they will arrange either a replacement or a refund. If you have a preference, say so in your first message and the team will work to that where they can.

Damaged goods are covered by the Consumer Rights Act 2015. Goods must be of satisfactory quality, fit for purpose, as described, and match any sample. If they are not, you have a short-term right to reject: 30 days from delivery to reject the goods and receive a full refund. After 30 days but within 6 months you have the right to request a repair or a replacement. Koh covers reasonable return postage for faulty goods. Separately, Koh's own 30-day money-back guarantee is available for any reason within 30 days of delivery, and it is in addition to your statutory rights rather than a replacement for them.

What if my product is faulty or damaged?

Your Consumer Rights Act 2015 rights in full, including the 30-day right to reject.

Get help with your order

Report the damage with your order number and photos, and the team will pick it up.