Shipping Guide - Shop with Peace of Mind
We know that ordering internationally requires trust, so we've created this guide to help you understand our shipping process, estimated delivery times, tracking options, and how we handle any issues that may arise.
Standard Shipping Process
- Shipping Origin: All orders are shipped from our warehouse in Thailand.
- Processing Time: Once we receive your order, we typically process and ship it within one business day (excluding Sundays and public holidays).
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Delivery Partners: We ship most orders via Thailand Post, which partners with your local postal service for final delivery. For example, packages sent to the United States are delivered by USPS and those to the United Kingdom by Royal Mail.
- Customs Clearance: When your package arrives in your country, it will go through customs. While we do not charge taxes or duties at checkout, your order may be subject to import duties or VAT, depending on your country’s regulations.
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Final Delivery: Once cleared by customs, your local postal service will handle the final delivery to your address.
Standard Delivery Times
Based on data from tens of thousands of shipments, we can estimate when your package will arrive (see table below). No matter where you are, there's a 95% chance your package will arrive within 3 weeks and a 70–80% chance it will arrive within 2 weeks.
Express delivery
To receive your order in about 4-10 days, depending on your location, you can choose expedited shipping with couriers like FedEx or UPS. Please email us at admin@kozo.studio before placing your order to arrange this.
Tracking your orders
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.
Failed deliveries and refund
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.