Get in touch
Have questions about your order, or a general enquiry?
How can we help?
Frequently Asked Questions
Ordering
Where can I find your size guide?
To determine which size is right for you, refer to our Size Guide page. If you need more help finding the right size, send us an email to support@koston.com.
I just placed an order, can I cancel it?
Unfortunately, we are unable to cancel an order once it has been submitted, as we cannot disrupt the workflow process fulfilled by our warehouse team. We strive to fulfill orders efficiently to meet the expectations of our valued clients.
I didn't receive a confirmation email, did my order go through?
At times, order confirmations can be delayed or end up being marked as spam. As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records.
I made two orders today. Can you combine them into one and refund the balance?
Unfortunately, we are unable to combine shipments on multiple orders.
I didn't receive a tracking number, when should I expect it?
You should receive a shipping confirmation email within 3-5 days of your purchase. If you don't have it, it's possible that it got sent to your spam folder.
I emailed customer service, how long will it take them to respond?
For E-Mail, expect a response within 24-48 hours from our representatives. Our representatives are available Monday-Friday.
I noticed I entered the wrong postal code/apartment # and the package is now being returned to sender, what are the next steps to have my package reshipped to me?
Once the package has been returned to our Warehouse, we will reach out to the customers in regards to any address issues. Once the package is returned to us, please allow 2-4 business days to reship.
Shipping & Handling
What is your shipping policy?
Once your order is placed, you will receive a confirmation email letting you know that our fulfillment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
Can I change the address that my order is shipped?
Unfortunately, we cannot modify or change the shipping address once the order has been submitted to our warehouse team. However, you can contact the courier to modifty your deliveries.
What shipping providers do you use?
We ship orders with most major couriers like UPS, Canada Post, USPS, DHL and local courier partners.
My package was lost, stolen, or damaged!
If your package was lost, stolen, or damaged Contact Us and provide your order number. Once we receive the appropriate information, we will work to find the best resolution.
Will my online gift card expire?
No, the gift card that we issue online store credit to will never expire. If by any chance it does not work, please email support@koston.com.
Returns & Exchanges
I just received my online order. Can I return it for a full refund?
Unfortunately, we do not issue refunds. Refunds are provided in the form an online gift card equal to the amount paid for the item(s) returned, minus return shipping costs and an $5.00 restocking fee. Please refer to our Return/Exchange Policy for more details.
Can I exchange my item for a higher priced item if I pay the difference?
No. Exchanges are only for items of equal and lesser value. If the exchange is of lesser value, we will provide an online credit for the difference.
How do I return an item?
You can begin a return process by reaching out to us by email at support@koston.com.
How can I redeem my gift card?
After you’ve added items to your cart and proceed to checkout, enter your gift card info into the “gift card or discount code” section to apply to your order.