Payment

  • When you reach the checkout page, you will see the payment options below your delivery address.
  • We accept credit cards, debit cards, Apple Pay, and PayPal. We use Stripe and 2CheckOut as our secure payment processors.
  • Stripe accepts Visa and MasterCard credit cards and Apple Pay.
  • 2CheckOut accepts both debit and credit cards from Visa, MasterCard, AMEX, JCB, Discover, Diners Club, and PayPal.
  • All payments made via 2CheckOut will be processed through PayPal. You don't need to have a PayPal account and can check out as a guest with the 'Pay with Debit or Credit Card' option on their platform.

There could be a few reasons your order was declined.

  • As you are making an international transfer, your bank might see the transaction as suspicious and block the payment. This can be resolved by retrying or contacting the bank.
  • You are located outside our shipping countries. See the full list of our coverage here.
  • You are using unsuitable cards on the Stripe channel. Please read the 'How do I make a payment?' section above.

Shipping

  • After receiving your order, we typically require one day (excluding Sundays and holidays) to prepare and securely package your items. All items are shipped from our warehouse in Thailand.
  • Nearly all packages are handled by Thailand Post, which partners with local postal services in your country for final delivery. For example, in the US, packages are delivered by USPS; in the UK, by Royal Mail; and in Germany, by Deutsche Post.
  • Once the package leaves Thailand and enters your country, it undergoes customs clearance. While purchases from our website do not incur taxes or duties, your order may be subject to import duties and taxes, especially in the European Union. To avoid potential customs delays, you may consider purchasing from our Etsy shop, KozoStudioTH. Etsy handles the upfront payment of both duties and taxes. Please note, however, that we cannot declare a lower package value on Etsy shipments.
  • After customs clearance, the package will be handled by your local postal service for final delivery to your doorstep.

Normally, orders are delivered using the economical shipping option, allowing us to offer you a great deal on shipping costs.

Based on the statistics from thousands of deliveries made between March 2023 and March 2024, we can give you an idea of when you will receive your package.

Average delivery time by regions:

US & Canada: 13 days (typically 10-20 days)
Europe: 11 days
(typically 10-20 days)
AU and NZ: 11 days
(typically 10-20 days)
Asia: 7 days
(typically 7-14 days)

You can see an in-depth detail about our shipping by clicking this link.

In short, wherever you are, there is more than a 95% chance that the package will be delivered within 3 weeks and about a 70-80% chance that it will be delivered in just 2 weeks.

When your order has shipped, you will receive an automated email notification from us, which will include a tracking number with an embedded link you can use to check its status. Please allow 24 hours for the tracking information to become available.

It's essential to monitor your package's status 10-15 days after ordering. There are occasions when it could be withheld at customs pending payment, or there might have been an unsuccessful delivery attempt, leading to your package sitting at the closest post office awaiting your collection.

You can expedite delivery to guarantee it in less than 12 days by emailing us at admin@kozo.studio to use the Express Mail Service (EMS). Please contact us before placing the order.

While purchases from our website do not incur taxes or duties, your order may be subject to import duties and taxes, especially in the European Union. To avoid potential customs delays, you may consider purchasing from our Etsy shop, KozoStudioTH. Etsy handles the upfront payment of both duties and taxes. Please note, however, that we cannot declare a lower package value on Etsy shipments.

All packages are expected to arrive within 30 days; deliveries taking longer are considered unsuccessful. Our failure rate is approximately
0.2%. Below are the most common issues and refund eligibility conditions:

  • Uncollected Package: If the local postal service attempts to deliver your package once or twice and cannot leave it at your location, they may leave a notice for you to collect the package from the nearest post office, typically holding it for 10-15 days. To find out who to contact or scheduling another delivery, please check the tracking link provided. If you do not collect the item within the specified period, it will be sent back to us. Following its return, you will receive a refund, excluding shipping costs.
    Customs Payment Failure: If your package is withheld at customs because taxes and duties haven't been paid, and you don't settle these payments, the package will be sent back to us. Once we receive it, you'll be refunded the cost of your purchase, but not the shipping fees. Again, if you prefer to avoid the procedure and expedite
    the process, you might consider making a purchase through our Etsy store.
  • Wrong Address: If you enter an incorrect address, the package will be returned to us. You will receive a refund, excluding the shipping cost.
  • Damaged Goods: You qualify for a full refund if the items are damaged. Please send photo or video proof and your order number to admin@kozo.studio for verification. No return needed. Kozo Studio has the final authority to determine the credibility of your claim.
  • Missing or Wrong Items: Should any items be missing from your order, inform us immediately. You can choose between a partial refund or having the missing items sent to you at no extra charge. No
    return needed. Please note that we record a precise package weight data to prevent fraudulent claims.

Wholesale

No, we currently do not have a wholesale system in place, but you can place orders directly by emailing us at admin@kozo.studio.

No, we do not require you to be a reseller of our products. Artists, handicraft companies, and end users are all welcome.

Please review our wholesale guidelines below:

  • Artist Tier: We offer about 30-40% discount for quantities between 50-100 sheets. Mixing SKUs is permitted, with a minimum of 10 sheets per SKU. The discount depends on the type of paper and the total amount.
  • Retailer Tier: For orders of 100-500 sheets, we offer a 40-60% discount with a minimum of 10 sheets per SKU. The discount depends on the type of paper and the total amount.
  • Distributor Tier: We can provide larger discounts for sizable orders. Please contact us to discuss.

Please note that free shipping is not available for wholesale orders.

It is important to note that these are only guidelines. Please contact admin@kozo.studio to discuss your specific order.

Payments can be made via credit card or, preferably, through wire transfer. We offer a modest discount for payments conducted through wire transfer, with an additional discount available for transactions made in Thai Baht (THB).

We primarily utilize air freight for shipping; however, for exceptionally large orders, we can also accommodate sea freight. Please be advised that free shipping promotion is not available for wholesale orders.