Delivery and refund policy
What are the different delivery methods?
In general, we offer 3 delivery methods for every order:
* Home delivery without a signature.
* Home delivery with a signature.
* Express delivery with a signature.
For economic reasons or due to unavailability of service in the destination country or area, we may only offer one or the other delivery method.
#### What are the delivery times and costs?
Prices and delivery times depend on the chosen delivery method and the delivery area, but we do our best to deliver within the agreed times. In unforeseen circumstances, such as periods of high demand (e.g., Christmas), bad weather, or health emergencies, delivery times may be extended; we cannot guarantee fast delivery and will always keep you informed about the status of your delivery.
- **Standard delivery:**
* 3 - 5 days for the UK
* 7 - 14 days for the USA, Canada, New Zealand, France, Italy, Spain, Denmark, Sweden, Norway, and Finland.
* 15-20 days for the rest of the world.
- **Express delivery:**
* 2 - 3 days for the USA, Canada, New Zealand, France, Italy, Spain, Denmark, Sweden, Norway, and Finland.
* 7 - 14 days for the rest of the world.
#### How long does it take to ship my product?
Orders are processed within 24-48 hours. Tracking numbers are updated and emailed as soon as the order is shipped. If you haven’t received the tracking number, please email us at contatto@koxila.com. You will receive an email with the tracking number, and you can check the status of your order from our “Track My Order” page or through your usual order tracking sites or programs.
#### Can I cancel my order?
Orders can be canceled without penalty within 4 hours of shipping. The order must be canceled before shipment. If the item has already been shipped, you must return it within 90 days of receiving the order to receive a refund.
**Note:** Refunds will only be granted if the item is unused, not defective, or damaged. Do not remove the product packaging.
#### I provided the wrong address; what should I do?
No problem, contact us within 4 hours of placing the order at contatto@koxila.com or directly through our site’s chat.
No refunds will be issued after 4 hours for delivery to an incorrect address unless the package is returned as received.
#### What will I receive in my order?
You will receive your complete order in one or more packages, depending on the availability of products in our different warehouses. For logistical reasons, our packages may not match those displayed on our website.
#### RETURNS
Once we receive and inspect the returned item, we will send you an email to confirm receipt. We will also inform you of our decision to approve or deny your refund request.
If approved, the refund request will be processed, and a credit will automatically be applied to your credit card or original payment method within a few days.
#### Late or missing refunds
If you haven't received your refund yet, first check your bank account.
Then contact your credit card issuer, as there may be a delay before your refund is officially posted.
Next, contact your bank. Often there is a processing time before a refund is posted.
If you have followed all these steps and still have not received your refund, please contact us at contatto@koxila.com.
#### Sale items (if applicable)
Only regular priced items may be refunded. Unfortunately, sale items cannot be refunded or exchanged.
#### Exchanges (if necessary)
We only replace items if they are defective or damaged. In this case, if you would like to exchange the item for the same type, please email contatto@koxila.com.
#### Gifts
If the returned item was marked as a gift when purchased and shipped directly to you, you will receive a credit for the value of your return. Once we receive the returned item, a gift certificate will be sent to you by mail.
If the item was not marked as a gift when purchased, or if the gift giver preferred to receive the item first and then give it to you, we will send a refund to the gift giver and they will know that you have returned the item.
Return shipping costs are the responsibility of the customer. Shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from the refund.
Depending on your location, the time it takes to receive the replaced product may vary.
If you are sending an item worth over €50 or $50, it is advisable to use a delivery service that allows tracking or to purchase shipping insurance. We do not guarantee receipt of the returned item