Frequently asked questions
What payment methods can I use?
We accept payments from all major debit and credit cards. We also accept payment methods using PayPal and Klarna.
How can I cancel my order?
How much does delivery cost?
We offer free delivery on all orders over £50 (UK customers only). Delivery on orders under £50 cost £3.99.
Do you ship to countries outside of the UK?
We do not currently offer shipping to countries outside the UK, but this is something that we are working on.
How long will my delivery take?
We typically ship products within 1-3 business days of your order confirmation. Orders are shipped via Hermes Standard Delivery, and can take between 2-4 days (including weekends) to arrive. However, due to the COVID-19 pandemic, you may experience delays in receiving your purchase from the courier. If your order has not arrived within 10 working days, please contact firstname.lastname@example.org.
Why has my package not arrived?
If you do not receive your package, then you must report this within 15 days of purchase to investigate/refund/re-send the product. Any dispute decisions past 15 days are at the sole discretion of Kōgu.
What do I do if I want to return my goods?
Please email us immediately at email@example.com if you have any concerns with the item you received. We will then try to resolve your issue as soon as possible.
For damaged items, please report your damaged item within 72 hours of delivery with a photograph of the damaged item.
This will then be replaced/exchanged.
We require non-damaged products to be returned within 30 days of purchase and to be returned within 7 days of refund/exchange request.
How long does a return take?
It can normally take up to 10 working days from the day after the date of your return for your parcel to be delivered and processed.