Last updated: 22 September 2026
We hope you love your KOZI piece. However, if something isn’t quite right, we’re here to help.
Returns
You may request a return within 14 days of receiving your order.
To be eligible for a return, your piece must be:
- Unworn and unused
- In its original condition
- Free from scratches, marks, damage or signs of wear
- Returned with its original packaging and accompanying materials
All returned pieces are carefully inspected by our team upon arrival.
If a returned piece shows signs of wear, scratches, damage, alteration or handling beyond what is reasonably necessary to inspect the piece, we reserve the right to reduce or refuse the refund where permitted by applicable law.
If a return is not accepted following inspection, we will contact you and arrange for the piece to be sent back to you.
How to make a return
To request a return, please contact us at contact@kozijewelry.com within 14 days of receiving your order and include your order number.
Once your return has been approved, we will email you a prepaid return shipping label together with instructions on how to return your package.
You will need to print the label, securely package your piece and send it back following the instructions provided.
For standard change-of-mind returns, the cost of the return shipping label is the responsibility of the customer and will be deducted from your final refund amount.
Please do not send any item back to us without first requesting a return.
Refunds
Once we receive your return, your piece will undergo a quality inspection.
If your return is approved, your refund will be issued to your original payment method, less the cost of the return shipping label.
Please allow up to 10 business days from approval for your refund to be processed. Your bank or payment provider may require additional time for the funds to appear in your account.
Damaged, defective or incorrect items
Every KOZI piece is carefully inspected before dispatch. However, if your piece arrives damaged, scratched, defective or different from what you ordered, please contact us as soon as possible at contact@kozijewelry.com.
Please include your order number and clear photographs of the piece and its packaging so our team can assist you.
If the item is confirmed to have arrived damaged, defective or incorrect, KOZI will cover the return shipping cost in full. No return shipping fee will be deducted from your refund.
Your statutory consumer rights are not affected.
Made to Order
Certain KOZI pieces are Made to Order. This will always be clearly stated in the individual product description.
When a piece is marked Made to Order, please allow up to 30 days from the date your order is placed for your piece to be crafted and prepared for dispatch.
This crafting period does not include shipping or transit time. Once your order has been dispatched, you will receive your tracking information by email.
A piece being Made to Order does not automatically make it non-returnable. Standard KOZI designs that have not been personalised or made to your individual specifications remain subject to our 14-day return policy above.
Personalised & bespoke pieces
Pieces that have been personalised, engraved, altered or specially created to your individual specifications cannot be returned due to a change of mind.
This does not affect your statutory rights if your piece arrives faulty, damaged or does not conform to your order.
Standard orders
If a piece is not marked Made to Order in its product description, please allow a minimum of 7 days for your order to be prepared and dispatched.
Shipping and transit time is additional and will vary depending on your destination and the delivery service selected.
Once your order has been dispatched, you will receive tracking information by email.
Contact us
If you have any questions regarding your order, return or refund, our team will be happy to assist you.
KOZI Jewelry
contact@kozijewelry.com
