Orders to the UK mainland are at a flat rate of £3.99 per order. 
Shipping to Northern Ireland is £6.99 per order.

Free shipping is available over £50. 

We ship all orders out within 1-2 business days. Once shipped, delivery times will vary based on where you live.

Made a mistake in your shipping address? Email us at careuk@koh.com. We’ll do our best to help, but changes can’t be guaranteed.

What We Cover

• Package has no delivery scan and no tracking updates for 10+ days
• Package is 10+ business days past estimated delivery date
• Part of a multi-package order is missing after 10+ business days
  

What We Don’t Cover

• Invalid or incorrect address
• Refused delivery
• Packages marked "pre-shipment" or not yet shipped
• Orders stuck in customs or seized by authorities

Covered If

• Package is marked "delivered" but not received
• Delivered to the wrong address (if correct address was provided)
  

Claim Timeframe

• File a claim between 5 - 30 days from the delivery scan

Covered If

• Items are unusable (e.g. broken, crushed, shattered)
• Photo or video proof is provided
  

Not Covered

• Manufacturing defects (these may be covered under warranty)

Claim Time Limits

• Lost: File within 10 - 30 days of the last tracking update
• Damaged: File within 24 hours of delivery
• Stolen: File between 5 - 30 days of delivery
  

Shipping Delays

• Not covered unless the product itself is affected
  

Out of Stock or Custom Items

• Refunds may be issued at our discretion
  

Quality Issues

• Refer to our Returns Policy

Shipping Protection does not cover:

• Minor wear, leaks, or cosmetic issues
• Delays not caused by carrier loss
• Poor packaging by sender
• Electronic or mechanical failure not due to shipping
• Fraudulent claims or altered tracking information

To lodge a claim, email careuk@koh.com with:

• Your order number
• A description of the issue
• Photos or videos if applicable

Our Customer Experience team will review your request and respond with the next steps.

Possible Outcomes

• Replacement
• Refund
• Store credit

Koh reserves the right to deny any claim suspected to be fraudulent.