Frequently Asked Questions

  • How long does it take to confirm my order?

    Your orders are confirmed once payment has been completed and you will receive an email from us once your order has been shipped along with your tracking information.

  • Can I change or cancel my order?

    Once you’ve placed your order, they are not able to be edited, added to or cancelled. We can arrange a return or exchange after you received your order. For any return or exchange, please contact our customer service team at koyocosmetics@gmail.com.

  • What happens if my products are damaged in transit?

    Please contact our customer service team at koyocosmetics@gmail.com with your order number. For the damaged item, you are required to provide an image of damaged item to us, replacement product will be sent out after investigation.

  • What kind of payment method may I use at Koyo Cosmetics?

    We accept VISA, Mastercard, PayPal and Afterpay.

  • Is it safe and secure to shop at Koyo Cosmetics?

    Please note that some Australia Post deliveries might be delayed during COVID-19. However, AusPost will be working hard to help ensure this doesn’t happen. Please allow up to 3 business days for your order to be dispatched. Following dispatch, you will receive an email with tracking details.

  • Do you offer international shipping?

    Unfortunately, we are currently do not ship internationally. Orders placed on this website can only be delivered within Australia.

  • Can I come pickup my package from you?

    You are welcome to pick up your items in our Joondalup Lakeside Shopping Centre store. Your order will usually be ready within 24 hours. Once your order is ready, we’ll send you a ‘Ready for Collection’ email or message letting you know to head in store. Please bring a copy of your ‘Ready for Collection’ email or e-receipt with you.

  • What if my item was missing, incorrect, damaged or faulty?

    We never want you to receive a parcel with damaged, incorrect or missing items. If you received a box with damaged/incorrect/missing items inside (damaged packing box not included as it does not affect the quality of products inside), please contact our customer service team at koyocosmetics@gmail.com within 7 days. Please include the following details in your email: - Image of the item/parcel received - Name of Item - Order Number Please do not dispose of or throw away any of the items you’re writing in about. We may arrange to collect the product. Our Policy lasts 7 days and cannot offer refund or exchange after 7 days of you receiving your purchase.

  • How to make a return?

    We offer two return options, please refer to our Returns & Exchanges Policy for more details.

  • How will I receive my refund?

    Once your refund has been approved, all refunds will be processed via the original payment method.

  • How long will my return take?

    Due to the COVID-19 situation, and the need for incoming returns to be quarantined for 72 hours, returns are taking a little longer than usual. For returns via post, products typically take 2-7 business days to reach our warehouse. Once our warehouse receives your return, it will be processed with 2-4 business days. Your bank may take a further 3-5 days to clear the funds back into your account.