Refund policy

Change of Mind

Refunds will not be offered for change of mind reasons. If you do change your mind, we are happy to provide a credit note or offer an exchange. A request is to be emailed to hello@koyostudio.com.au within 14 days of when your order has been received.

Once an approval for a credit note / exchange is provided by the KOYO Studio team, the item must be posted to us within 72 hours, with proof of return. Once the returned order is received and inspected, your credit note / exchange product will be processed within 48 hours. Credit notes are valid for 12 months.

  • The item(s) is to be returned in its original condition. This means the item(s) must be unused, have no stains or marks and containing all packaging that we have provided. 
  • The item(s) you are choosing to exchange is full-priced. Sale items cannot be exchanged.
  • Any shipping fees associated with your original order will not be included in the refund.
  • Return shipping costs are covered by the customer. KOYO Studio are not liable for any returns that are lost or damaged in transit.
  • In the event that the item(s) is returned in a condition not satisfied by our criteria above, the item(s) may be returned back to you (this may incur additional cost) or a partial rather than full credit note may be provided.

Damaged or wrong items
Please inspect your order and contact us at hello@koyostudio.com.au with proof of damage (at least 1 photo) within 72 hours of receiving the order if the item arrives damaged, defective or if you receive the wrong item. Variation in colouration, texture or minor bubbles on surface of the product will not be accepted as damaged items. These qualities mentioned are due to the handmade nature of each unique product.

Depending on the assessment and in collaboration with the customer, we may:

  • Offer a credit note or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us

In the case that we require the faulty stock to be returned to us KOYO Studio will cover the cost of the return shipping.