Return And Refund Policy
1. How does the order process work?
A confirmation email will be sent to you once you placed your order on www.koyoto.com. KOYOTO will fulfil the order in accordance with details in the confirmation email.
2. Can I cancel an order?
We fulfil your order the soonest and usually within the same day. If you have a change of mind and would like to cancel your order, do get in touch with our friendly customer service for assistance.
3. How do you pack my order?
All products are packed in paper boxes or woven bag, If you have any special packing instructions, for example to include a personalized love note, kindly key in your request when placing your order.
4. How do I request for a return or exchange?
We’re sorry that you didn’t love your KOYOTO products. Kindly speak to us as we’d love to hear your feedback and come up with the best solution to assist you. It’s also good to know that all items purchased online can be returned within 7 days from the date of purchase. Kindly make sure all returning items are no stain,no damage,no scratches,all original packaging and product catalogue,instruction manual,etc. is available and in very good condition. Discounted items are not eligible for return unless otherwise stated.
5. What should I do if I receive the wrong product?
Firstly, we are very sorry for the inconvenience caused! We have a very small team and sometimes we work around the clock to provide you with the best service. If we’ve made a mistake unintentionally, kindly forgive us and let us make it up to you. Our customer service is always here to assist you.
6. What should I do if I receive a damaged product?
We are very sorry for the inconvenience caused! We minimize the risk of parcel being mishandled during delivery by using paper box or woven bag packaging.However, we are unable to control the shipping & logistics process but fret not! You can contact us and we will attend to the matter immediately.
7. How does refund work?
On rare occasions where we are unable to fulfil your order, we will notify you for a refund promptly. If your refund is due to a processed order cancellation, kindly bear with us for the necessary arrangement involved to a successful refund.
8. How long would it take for my refund to be processed?
Kindly be informed that the refund process will take 3 – 14 working days