Shipping policy, cost, and time
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 (not available for U.S. clients due to tariffs)
- 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 1-2 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 Kingdom will be delivered by Royal Mail.
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Customs Clearance: When your package arrives in your country, it will go through customs. The process below varies by country.
- United States: Please refer to express shipping option below.
- European Union: VAT is collected at checkout and remitted on your behalf. Import duties are not included and are generally not applicable.
- Other countries: VAT and duties are not collected at checkout. Import VAT and/or duties may apply depending on local regulations and will be payable to the postal service upon delivery.
- Final Delivery: Once cleared by customs, your local postal service will handle the final delivery to your address.
- Delivery Cost: At the time of checkout, the shipping cost that has been computed based on your order and shipping address will be displayed to you. You don't need to worry, as this step takes place prior to entering your payment details.
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Delivery Time: 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 Shipping (FedEx)
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Eligibility:
- United States: This is the only available option at the moment. We offer a promo of flat $24.99 — one fee, unlimited items, no extra per order.
- Other countries: Please email us at "admin@kozo.studio" before placing the order.
- 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 1-2 business day (excluding Sundays and public holidays).
- Delivery Partners: All orders will be handled by FedEx.
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Customs Clearance: When your package arrives in your country, it will go through customs. The process below varies by country.
- United States: Duties (tariffs) are collected at checkout and remitted on your behalf. VAT is not included and are generally not applicable.
- European Union: VAT is collected at checkout and remitted on your behalf. Import duties are not included and are generally not applicable.
- Other countries: VAT and duties are not collected at checkout. Import VAT and/or duties may apply depending on local regulations and will be payable to FedEx upon delivery.
- Final Delivery: Once cleared by customs, FedEx will handle the final delivery to your address.
- Delivery Time: Generally 4-7 business days.
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.
- 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.