At Kozhiko, we want every shopping experience to be smooth and satisfying. If something goes wrong with your order, we’ll do our best to resolve it quickly.

Eligibility 

You may request a return or refund within 30 days of receiving your order if:

• The item arrived damaged, defective, or faulty
• You received the wrong item, size, or color
• Your order did not arrive within the promised delivery window
• An item is missing from your order

Cases We Accept

✔ Orders not received

If your order does not arrive within the estimated timeframe, you may be eligible for a refund or replacement.

Please note: if tracking shows the package was delivered but you did not receive it, additional verification may be required (such as a non-delivery statement from your local courier).

✔ Orders delayed

If your order is still in transit long after our standard delivery timeframe, you may request a refund or replacement.

Special note: Shipping times may vary by country and during busy holiday periods.

Notes:

Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for clients to contact the local post office or go to the post office for delivery.

Sometimes, local tracking numbers may show a sign for delivery, but the end customer claims that the package has not been received. In such cases, Kozhiko will spare no effort to verify the real situation, which could be a long process (1-2 months), but there is no guarantee that of a positive result.

✔ Damaged or faulty items

For damaged packing boxes, Kozhiko cannot offer any refunds or other after-sale services due to the long-distant international delivery.

Kozhiko offers a full refund or a replacement if products arrived are badly damaged.

For minor issues (small scratches, slight wrinkles from shipping, packaging box dents), refunds may not apply.

✔ Incorrect or missing products

Kozhiko has a strict quality control process before products are dispatched. Kozhiko will deal with incorrect or missing products as follows:

If you receive the wrong product, color, or size, or an item is missing which is not your order, we’ll send the correct item or issue a refund.

For size issues, we may ask for a quick photo of the measurement to confirm.

Notes:

For size problem, Kozhiko will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

✔ Cancellations

Orders may be canceled for a full refund before they are processed for shipment.

Once shipped, cancellations are no longer possible.

✔ Return Shipping

Customers are responsible for return shipping costs, unless the item is defective, damaged, or the wrong item was received.

When We Cannot Accept Requests

We may not be able to process refunds or returns in the following cases:

• Change of mind (e.g., you no longer want the item, or don’t like the style/color after purchase).
• Incorrect address or shipping details provided by the customer.
• Customer failed to pick up or accept delivery, resulting in the package being returned or destroyed by the courier.
• Natural disasters, customs inspections, strikes, or other events outside our control (“force majeure”).
• Orders shipped to certain restricted or hard-to-deliver countries (due to limited international logistics).

How to Request a Return or Refund

1. Contact us at support@kozhiko.com within 30 days of receiving your order.

2. Provide:

• Your order number
• Photos or videos showing the issue (for damage/incorrect items)
• A brief description of the problem

3. Our team will review your request and respond with the next steps.

👉 If a return is necessary, we will provide you with the correct return address and instructions.

Refund Process

• Approved refunds will be sent back to your original payment method.
• Refunds usually take 5–10 business days to appear on your account.
• If a replacement is arranged, shipping will be processed as soon as possible.

Important Notes

• Please double-check your shipping information before placing an order.
• Contact your local post office first if tracking shows the package is waiting for pickup.
• Keep evidence (photos, videos, courier documents) — this helps us solve issues faster.