FAQs

Orders and Payment

WHAT IS MY ORDER STATUS?
Once your order is placed, you will receive a confirmation email sent to the email address associated with your order. Your order status will appear "Unfulfilled" until it has shipped. Once shipped, you will receive an email that will include the tracking number for your package. You may check the history of your orders and current status by logging into your account.

CAN I MODIFY MY ORDER ONCE PLACED?
If you decide to cancel your order or change your shipping address, please contact us within 1 hour of your order being placed. We will do our best to make the change, however we cannot guarantee any changes beyond 1 hour of your order being placed. We apologize for any inconvenience and will do our best to assist you.

WHEN WILL MY ORDER ARRIVE?
Once your order is placed, you will receive a confirmation email sent to the email associated with your order. Our order processing time is typically 24 to 48 hours. During peak seasons and holidays processing may increase to 3 to 5 business days. Please note that orders placed on weekends will begin processing the following Monday.

The order status will be listed as 'Unfulfilled' until it has shipped. You will receive an email with shipping confirmation and a tracking number once your order is labeled. Tracking information will be updated within 1 business day from that point. You may check the history of your orders and status by logging into your account.

WHAT IF I AM PLACING AN ORDER OUTSIDE OF THE UNITED STATES?
All prices are displayed in USD. If shopping Internationally, consider the price conversion from USD to your country's currency, because the price listed at checkout may differ from your bank statement. Also please keep in mind that Kozii will only ship within the United States, international shipping is not available at this time. 

WHAT PAYMENT METHODS DO YOU ACCEPT?
Kozii accepts American Express, Mastercard, Visa, Discover and Shop Pay. To ensure the safety of your purchase, debit or credit cards issued by local banks which do not carry one of these logos will not be accepted. 


Kozii is required to collect Sales Tax per each State's Guidelines. The tax rate applied to your order will be the combined state and local rate for the shipping address on the order.

CAN I PAY IN INSTALLMENTS?
Shop Pay Installments payments can be made in 4 interest-free installments allowing your payments to be automatically charged to your preferred debit or credit card every 2 weeks. These options are only available for United States customers.

If you have any questions about payments made with Shop Pay please contact their support teams. If you return your items and it meets the standard of our return policy, we will apply the credit according to the method of payment used.

WHAT ABOUT DISCOUNTS AND PROMO CODES?
Promo codes are valid for a set % off on all eligible merchandise online at koziikollective.com. Capsule Collections, Select Edit and Partner Collections, Collaboration Collections, Flash Sale, Style Steals, Steals of the Day, are excluded and NOT Eligible for a Discount. Items marked as Sale or Final Sale are also excluded unless otherwise specified. Offer not valid at Kozii retail stores. Apply the discount code at checkout. Taxes, shipping, and handling fees are excluded from any discount. Kozii reserves the right to modify or cancel promotions at any time without notice.

Codes can be combined with other discount codes and offers. The best offer will be calculated at checkout if multiple codes are applied. Promotional Codes are only available for limited times. 

CAN I COMBINE GIFT CARDS AND PROMO CODES?
Yes, you can combine promo codes with any Store Credit codes. When checking out, enter the store credit code first and then enter the promotional code.
Kozii is not responsible if the promotional code is not entered at checkout.
Please note, the Order Confirmation email and invoice you receive will only reflect the order total and not the method of payment breakdown.

HOW DO PREORDERS WORK?
If you decide to preorder an item on our website, please note the following:

  • Our Preorder Items could be our best-selling Kozii pieces that have previously been in-stock and sold-out or all new Kozii styles add too our collection
  • The estimated arrival date for the item will be displayed on the product page.
  • Payment is charged immediately at checkout. If you are ordering a Preorder item with an In-Stock item, you will only be charged Shipping once. We will not charge you again once your Preorder has shipped.
  • If you need to cancel/update your Preorder, please contact our Customer Care team. Preorders can only be canceled for a full refund before the item ships. Once your item has shipped, the return falls under our regular return policy.
  • For Returns on Preorders, you have 14 days from the day the order has shipped - not the date on the original invoice as this is the Order date.
  • These are Special Ordered directly from our Vendors for Kozii exclusively. Preorders can take anywhere from 1-8 weeks depending on the fabric, manufacturing, quantity, and details of the item.
  • Preorder items are not eligible for Priority or Express Shipping, as these items often ship separately at a future delivery date.

WHAT IF I HAVE OTHER QUESTIONS REGARDING MY ORDER?
We highly recommend reviewing all order information before submitting as we work hard to ensure that your order is processed and shipped as quickly as possible.

If there are any questions regarding your order or returns, please
contact our Customer Care team at hello@koziikollective.com. 

Shipping Information

HOW LONG WILL IT TAKE FOR MY ORDER TO SHIP?

You will receive an email with shipping confirmation and a tracking number once your order is labeled, processing time can take 24 to 48 hours from when your order was placed. During peak seasons and holidays processing time may increase to 3 to 5 business days.Tracking information will be updated within 1 business day from that point.

Please note that orders placed on weekends will begin processing the following Monday. Additionally, we are closed on holidays, so your order will ship on the next business day. 

INTERNATIONAL SHIPPING

At Kozii, we currently focus on serving our customers within the United States, and we are not offering international shipping at this time. However, we’re always looking for ways to expand, so stay tuned for future updates! We appreciate your understanding and support.

ADDITIONAL SHIPPING INFORMATION

At Kozii, we process all orders within 24 to 48 hours after purchase. During peak seasons or holidays, processing may take up to 3 to 5 business days. Once your order has been processed, you’ll receive a confirmation email with tracking information. Please note that weekends and holidays may slightly delay the processing time, but rest assured, we’ll get your order out as quickly as possible! Preorder items are not eligible for Priority or Express Shipping, as these items often ship separately at a future delivery date.

Kozii is not responsible for lost or stolen packages. If your package arrives damaged, you must contact our Customer Care team within 24 hours of receiving your order. Please confirm your address and all information before submitting your order at checkout.

Return Policy

NEED TO START A RETURN OR EXCHANGE? CLICK HERE

RETURNS
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return for a refund. If you missed the 14 day return window, you can still return your order for store credit. To be eligible for a return, your item must be in the same condition that you received it in. Unworn, free of make up, deodorant, perfume, pet hair, and in its original packaging.
  • If your return is not free of pet hair, there will be a 15% restocking fee.
  • If your item is not free of perfume and deodorant, we will not except your item(s) and we will mail it back to you.
EXCHANGES
Processing Your Exchange: As soon as we receive the returned item, our dedicated team will process your exchange. We will carefully inspect the item to ensure it meets our exchange criteria. (same as return criteria)
Shipping the Replacement: Once your exchange is processed, we will promptly ship out the item you desire as a replacement. We are pleased to offer free shipping for all exchanged items, as a token of our appreciation for your patience and understanding.
Enjoy Your New Item: Upon receiving the replacement item, we hope it meets your expectations and brings you satisfaction. If you encounter any issues or have further concerns, please do not hesitate to reach out to our customer support team. If everything went well, please leave us a review as it means the world to our brand.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund back to your account. We will issue a refund for the total amount minus the shipping cost. 
FINAL SALE ITEMS
All Sales are Final. Exchanges Only.
DAMAGED ITEMS
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
You can always contact us for any return questions at:
*Please check your SPAM folder. We ALWAYS respond to your questions*