I have not received a reply to my support requestUpdated 3 days ago

Koh UK aims to get back to you within 2 business days on most support requests. The human support team works Monday to Friday, 9:00 to 17:00 Australian Eastern time (AEST/AEDT), and is closed at weekends and on major Australian public holidays. Australian business hours fall overnight in the UK, so a message you send during the UK working day is picked up while the UK sleeps and the reply is usually waiting in your morning. If it has been longer than 2 business days, check your spam, junk and promotions folders first, because our reply may have been filtered there. If it is not in your spam folder, reply to your original confirmation email rather than opening a new ticket. Replying keeps the whole conversation in one thread and moves your case along, whereas a second ticket splits your conversation across two cases and slows the answer down. Koh UK chat is available 24/7 and is AI-assisted, so it can often answer straight away while you are waiting on the team.

If more than 2 business days have passed, work through three things in order. First, check your spam, junk and promotions folders, because our reply is most likely to be filtered on the first email we send to your address. Second, reply to your original confirmation email instead of submitting a new request. That keeps the full thread together and avoids the team having to merge or close a duplicate before answering. Third, if no confirmation email ever arrived, that is a sign your original message did not reach us, so send a fresh one through the Koh UK contact page with your order number and any photos that help.

A few things push a reply beyond the usual 2 business days. Peak periods such as sales events and product launches raise ticket volume across the team. Missing details add back-and-forth time, so include your order number, photos where something is damaged, and device details for a technical problem in your first message. Requests that need to be checked with the warehouse or a supplier take longer because we are waiting on someone outside Koh, and we will tell you when that applies. Sending several messages about the same issue slows things down rather than speeding them up.

Yes. Koh UK chat is available 24/7 and is AI-assisted, so it can answer most questions immediately from the help centre, product information and your account. Order tracking, subscription changes, product use questions and policy questions usually do not need to wait for the team. If chat cannot fully resolve your case it passes the conversation to the team with the full context, so you do not have to repeat yourself, and the team picks it up during Australian business hours.

Talk to the Koh UK team

Send a new request, or reply to an existing one, through the Koh UK contact page.

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