Troubleshooting Promo Codes and Gift CardsUpdated 2 days ago

Most promo code problems at the Koh UK checkout come down to a few common causes. First, extra spaces from copy-pasting can break a code, because hidden formatting characters get carried across with it. Type the code by hand instead of pasting it. Second, codes are usually tied to a specific account, the email address or phone number the code was sent to, so if you are signed in with a different account the code will not apply. Third, codes carry conditions such as an expiry date, a minimum spend, product eligibility, first-order only, or one use per customer, and if your order does not meet them the code will not apply. Fourth, and specific to the UK, check the code was issued for the UK store rather than the Australian store, because the two stores do not share codes.

The conditions that most often stop a Koh UK promo code applying at checkout are: a minimum spend your order has not reached; product exclusions, where the code only works on particular products or collections rather than what is in your basket; first-order only, where the code is for new customers and you have ordered before; one use per customer, where you have already redeemed it; not stackable, where another discount is already applied to the order; and expired, where the promotion window has closed. The terms attached to your code are normally in the email, text message or page you received it from, so that is the first place to look for the specific conditions.

Gift cards go in the same combined gift card and promo code field at checkout, so the general checks apply: type the code by hand and make sure there are no extra spaces. On top of that, gift card codes are case-sensitive and mix letters and numbers, so it is worth going through the code character by character, particularly the easily confused ones such as zero and the letter O, or the digit one and a lowercase L. Gift cards also carry a balance. If part of the card has already been used, the remaining balance may be less than your order total, in which case the card will still apply but will not cover the whole order and you will need a second payment method for the difference. If none of that resolves it, get in touch with the Koh UK team with the code and a screenshot of the checkout error.

A code cannot be applied to an order retroactively once the order has been placed. Your code will normally still be valid for your next eligible order, as long as its conditions are still met, so it has not gone to waste. If you spot the mistake immediately, get in touch straight away rather than waiting, because there is more the team can do before an order has been dispatched than after.

If you have typed the code by hand, signed in with the right account, reviewed the conditions and checked it is a UK code, and it still will not apply, send the Koh UK team a screenshot of the error message and a second screenshot showing the code as entered in the combined gift card and promo code field. Say where you got the code as well. With that, the team can check the code's status, issue a replacement where appropriate, or apply the discount manually if the problem is at Koh's end. The team works Monday to Friday, 9:00 to 17:00 Australian Eastern time, which falls overnight in the UK, so a message sent during the UK day is usually answered by the following morning.