Refund policy

Made to order

Every item is made after you order it, so we do not accept returns or exchanges for a change of mind, a wrong size or a colour that looked different on screen. Please check the size guide before you order.

Damaged, misprinted or wrong item

Email support@koi-calm.app within 30 days of delivery with your order number and a photo. We will send a replacement free of charge, or refund you if a replacement is not possible.

Lost in transit

If tracking stops or your parcel never arrives, get in touch and we will send a new one. If a parcel comes back to us because the address was wrong, we can reship it once you cover the second shipping charge.

Refunds

Refunds go back to your original payment method, in the currency you paid, usually within 10 business days of approval.

Your rights

Nothing in this policy limits your rights under the consumer law that applies where you live.