Shipping & Returns
How much does delivery cost?
£3.99 UK mainland, £6.99 Northern Ireland, free on orders over £40. Flat rate per order, not per item →
How long does delivery take?
Orders received before 12pm London dispatch the next business day, then arrive in 3–5 business days via Amazon Shipping, Yodel or Royal Mail →
Where do you ship?
Mainland UK and Northern Ireland only. We can't deliver to the Republic of Ireland, the Scottish Isles, or the Channel Islands →
How can I track my order?
Your tracking link is in the dispatch confirmation email. Koh UK ships via Amazon Shipping, Yodel or Royal Mail, each tracked separately →
Do I need to sign for my parcel?
Yes with Amazon Shipping, our main carrier. If you're out, they may leave it safe or retry for 2 more days. Yodel and Royal Mail may differ →
My tracking is not working
Amazon Shipping tracking can take up to 12 hours to activate after dispatch. Yodel and Royal Mail track on their own sites via your email →
I didn't receive my Gift Voucher
Gift Vouchers are emailed about 1 hour after order placement. Check spam if it hasn't arrived →
Why can’t I enter my full address at checkout?
Checkout caps Address Line 1 at 30 characters. Split the address across Line 1, Line 2 and the Company field, and shorten Street to St, Road to Rd →
Can I swap for something else in a Starter Kit?
No, Starter Kits ship as fixed bundles. Shop products individually if you want to mix your own selection, or return the kit within 30 days →
Can I cancel or change my order?
Yes, within 60 minutes of placing your order, using the self-service order management flow →
How do I return something?
Two routes: Koh's 30-day money-back guarantee and your statutory 14-day right to cancel. The guarantee adds to, not replaces, your rights →
What if my product is faulty or damaged?
Under the Consumer Rights Act 2015, reject faulty goods for a full refund within 30 days, or request repair or replacement within 6 months →
How long does my refund take?
Two clocks: the 30-day guarantee refunds within 5 business days of validation; statutory cancellation refunds within 14 days of receipt →
Can you deliver to a parcel locker or PO Box?
No to both. Koh UK delivers to street addresses only, residential or business, not parcel lockers or PO Boxes. Use one at checkout instead →
An item in my order arrived damaged
Send your order number and photos of the damage for a replacement or refund. You can also reject faulty goods for a full refund within 30 days →
Why am I missing part of my order?
Check tracking first, orders can arrive in more than one parcel. If everything's arrived and something's missing, send your order number and photos →
I received someone else's order
Send your order number and photos of what arrived, and support will advise next steps. There's no deadline, but let us know as soon as you notice →