Refund & Exchange Policy

At Kōse, your satisfaction is at the heart of what we do. Each of our book and self-care boxes is curated with care, and we want you to love every moment spent with our products. If something isn’t right, we’re here to help.

Australian Consumer Law

Under the Australian Consumer Law (ACL), you're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You're also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Change of Mind

We do not offer refunds for change of mind.

This includes unwanted gifts or personal taste preferences. However, if there’s a concern with your order, we encourage you to reach out — we’re always happy to go through this with you to determine if there is something we can do.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty or you’ve received the wrong product, we sincerely apologise. Please contact our team at hello@kosebookbox.com.au within 7 days of delivery and provide:

• Your order number
• A description of the issue
• A clear photo showing the problem
• A photo of the packaging

We’ll offer a suitable resolution, which may include a replacement, refund, or store credit, depending on the situation.

Please contact our team at hello@kosebookbox.com.au before sending anything back. Items sent back to us without first requesting a return or exchange via e-mail and having that request request confirmed by our team in writing, unfortunately cannot be accepted.

Returns and Exchanges Process

We partner with Australia Post to review any damaged or faulty items. Upon their assessment they will advise you and us if the inspected item is approved.

For missing or incorrect items, our team will work with you directly. Once you have e-mailed us notifying us of any incorrect, missing, damaged or faulty items, we will be in touch with specific instructions.

Returned items must be:

• In their original condition and packaging
• Unused and unopened
• Returned within 14 days of receiving approval, if the item is required to be returned

When approved, you’ll be automatically refunded on your original payment method within 10 business days.

Books

We unfortunately cannot return or exchange any book choices made in error, as we provide the opportunity for customers to choose. If you decide to let us choose a book on your behalf, this is done under the understanding that we cannot provide a return. Be mindful that you or your gift recipient may already own the book. Should you require an exchange or another book, we can arrange this, however we ask you to only cover shipping costs.

Perishable Items

Perishables like chocolate, biscuits and tea/coffee cannot be returned or exchanged.

Gifts

If you received Kōse as a gift and something isn’t quite right, please contact us and we’ll do our best to make it right — even if you weren’t the original purchaser.

If you have any questions, our friendly team is always here to help. Email us at hello@kosebookbox.com.au and we’ll get back to you as soon as possible.

Warmly,
The Kōse Team
“Everyday kōselig. Everyday extraordinary.”