At Kōōihaus, we strive to get your order to you as quickly as possible. Orders typically ship within 72 hours of being placed. The shipping times do not include the order processing time. This time frame allows us to conduct quality assurance checks, pack the order, print shipping labels, and hand it over to our shipping company for dispatch. Please consider this processing time when calculating the total time it will take for you to receive your order. 

Once your order has been shipped, we'll send you an email with tracking details, allowing you to monitor its progress until it reaches your doorstep. 

Delivery timeframes may vary depending on your location.

FREE SHIPPING FOR OVERSEAS ORDERS

Enjoy the convenience of free shipping on all international orders. Whether your products are shipped from overseas, we are committed to providing you with a seamless shopping experience without any additional shipping costs.

Due to the ongoing global impact of COVID-19, logistics operations have faced significant challenges resulting in extended shipping times. We understand the inconvenience caused by these delays, and as a gesture to simplify your purchase experience, we have decided to offer free shipping on all overseas orders.

Estimated shipping times for overseas orders

United States, Canada: 8-15 business days
Australia, New Zealand: 14-18 business days
Europe: 8-15 business days
Rest of the world: 15-25 business days

AFFORDABLE SHIPPING FOR REGIONAL ORDERS (KŌŌI PRINT)

We have partnered with a global network of facilities worldwide. This allows us to offer fast and efficient shipping from your region with short delivery times. During the checkout process, you can choose from a range of shipping methods and express speeds, ensuring that your order arrives promptly and meets your specific needs.

Typically, it takes 3–7 days to process and fulfill your Kooi Print order before it is shipped out. The actual shipping time will vary depending on your location and can be estimated as follows:

United States: 3-4 business days
Europe: 6-8 business days
Australia: 2-14 business days
Japan: 4-8 business days
International: 10–20 business days

Important Notice regarding estimated shipping times

Kindly be aware that the estimated shipping times provided are based on typical conditions. During certain periods, such as holidays, there may be an increase in international shipping volumes, which can cause delays. Additionally, customs procedures in some countries may require additional time to clear and scan incoming packages, resulting in variations from the estimated shipping times mentioned above. We appreciate your understanding and patience in such situations.

Customs clearance

Please note that any delays caused by the customs department in your country are beyond our control, and we cannot be held responsible for them.

We provide free shipping for all products shipped from overseas, ensuring a cost-effective solution. Additionally, for regionally shipped products like KŌŌI Print, we offer affordable shipping options to meet your needs. 

During the checkout process, you'll have the opportunity to select from multiple shipping options, including express or expedited shipping. Choose the option that suits your preferences and timeline to receive your order even faster.

At Kōōihaus, we're committed to providing flexible shipping choices and competitive pricing to make your shopping experience seamless and enjoyable.

Great news! Your order is on its way! Once we hand over your order to our trusted delivery service, we'll promptly send you a shipping confirmation email. Inside this email, you'll find a tracking code. Simply use it on this page where you can stay updated with live tracking information and follow your package's journey in real-time.

In case you haven't received your shipping confirmation email yet, or nothing comes up when you track your order, there's a possibility that your order is not yet processed. Rest assured, once that time arrives, you'll receive your shipping confirmation email without delay.

Our 75-Day Buyer Protection is designed to give you peace of mind when shopping with us. Every qualified listing on our store carries a Buyer Protection badge, which ensures that your order should arrive at your doorstep within the time period indicated, in this case, 75 days. If your order doesn't arrive within this time frame, you have the option to file a claim. Once the claim process is complete, we will refund your payment within 10 business days. This protection is our commitment to delivering not just your order, but also confidence and satisfaction in shopping with us.

Need to update your shipping address? No problem! As long as your order hasn't been processed yet, we can assist you in making the necessary changes. Simply reach out to us at [email protected] with your new shipping address details, and we'll take care of the rest.

Please keep in mind that once an order has been successfully delivered to an incorrect address, we cannot redirect or retrieve it. To avoid any delivery mishaps, we kindly ask you to double-check the accuracy of your address during the checkout process.

At Kōōihaus, we strive to provide exceptional customer service, and we'll do our best to accommodate your shipping address update promptly. Contact us at [email protected] and let us assist you with any changes you need.

While we estimate a delivery timeframe mentioned before, there may be instances where they are unable to meet this expectation. In such cases, you may notice a 'delayed' delivery date reflected in your tracking information.

If your order hasn't arrived within 30 days from the date of shipment, please reach out to us. We will initiate an investigation with our shipping partners to resolve the issue promptly and provide you with an update.

Please keep in mind that the duration of the investigation may vary depending on the courier. Rest assured, we are committed to assisting you throughout the process and ensuring a timely resolution.

Your satisfaction is our top priority, so if you have any concerns about the delivery of your order, please don't hesitate to contact us. We're here to help!

Before reaching out to us, we kindly request your assistance in performing the following checks:

• Review your shipping confirmation email for any errors in the delivery address.
• Contact your local post office to inquire about the status of your package.
• Approach your neighbors to see if the courier left the package with them.

Please be aware that it is possible that you may incur customs duties and/or additional import fees such as VAT/Tax upon receiving your order. These fees are imposed by your country's customs and financial authorities and are beyond our control.

We recommend contacting your local customs office or relevant authorities to inquire about any applicable fees or regulations before placing your order. It is important to note that these fees, if applicable, are the responsibility of the recipient.

If you have any questions or need further assistance regarding customs duties or import fees, please feel free to reach out to our customer support team. We're here to help ensure a smooth and enjoyable shopping experience for you.

We want to ensure your satisfaction with your purchase, which is why we offer free returns within 7 days from the date your order is delivered/received.

Please take note that not all items are eligible for return, and any exclusions will be clearly indicated on the product pages or at checkout. To qualify for a return, please ensure the following:

• We kindly request that you initiate the return process within 7 days of receiving your order. Contact our Customer Support Team and Initiate the Return Process and follow our instructions. 
• Ensure that the item(s) were not marked as "Final Sale" or "Non-Returnable" at the time of purchase (such as KŌŌI Print products), unless the item is faulty.
• Prior to shipping, provide us with a photo of the item(s) so that we can assess their condition.
• Please note that the shipping fee for returning the item(s) will be your responsibility. We would like to inform you that shipping costs are non-refundable.
• Return the item(s) in their original packaging and in 'as new' condition. This includes keeping any attached swing tags, shoe boxes, ribbons, and specialty packaging intact.
• To ensure a smooth return process, we recommend utilizing a trackable shipping service or obtaining shipping insurance for your peace of mind. While we strive to provide the best customer experience possible, we cannot guarantee the receipt of your returned product without proper tracking or insurance.
• Once your returned product is received, we will send you an email to notify you about the details of your refund.

Please reach out to us at [email protected] to initiate your return. Our dedicated team will guide you through the process and assist you with any questions or concerns you may have.

We would like to kindly inform you that once packages are handed over to your local carrier, the ownership is transferred to you, the buyer. While we ensure the utmost care in packaging our products, any delays, losses, damages, mis-deliveries, or errors in shipping information caused by the carrier are beyond our control.

Your satisfaction is important to us, so please feel free to reach out to us with any questions or concerns you may have.