FAQ

Q : When will my order be processed?

A : All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons. 

We process orders between Monday and Friday. Orders will be processed within 2-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment.

 

Q : How will my order be shipped?

A : For shipping methods, please readhere

 

Q : I just ordered, when will I get it?
A : The Web store product descriptions include fulfillment dates at the time of your purchase. You will always be informed of any delays to your order and so far the vast majority of orders have been finished and sent earlier than the advised timescale.

 

Q : Will I be charged with customs and taxes?

A : The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office. 

 

Q : What if the item(s) I received are defective/incorrect/damaged?

A : Please contact us within 7 days from receiving your order if you received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

 

Q : How long is the returns process?

A : Processing returns may take up to 14 business days from the day we receive your return. We will email you to confirm once your return has been processed.

Q : When will I receive my refund?

A : All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.

 

 

FAST SHIPPING ITEMS

For customers that have chosen our Fast SHIPPING (Without Tracking) option, please bear in mind that we will only provide you with our Proof of Shipping. You will NOT be able to track your order’s where about after that, the risk of the product not arriving your doorstep is there. If after 60 days, you still haven't received your order, we will escalate the matter to our Tier 2 support team and refund your money, no questions asked.

 

SHIPPING METHODS & DELIVERY TIME

Orders will be processed within 2 days of ordering and be shipped the next day after the processing day.

*Please note that these are estimated delivery times only, therefore KOSOX is not guaranteeing delivery dates.

 

Please ensure all delivery information is correct. If there is incorrect and/or missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of customs clearance.

 

Your local customs office may require additional documents and time to clear your package, which may delay the estimated delivery time.

 

Your order may be delivered to you by either the local post office or a local courier. Depending on your area, most orders will be delivered by your local post service, so the package will be received with your regular mail. If you are not home when the delivery is made, a notice card may be left by the postal service to advice on how and where your delivery can be collected.

 

There will be no reshipping arrangement made in case parcels are returned for wrong addresses, incomplete addresses and returned due to unavailability

 

INTERNATIONAL SHIPPING RESTRICTION

Currently we do not ship to the following countries:

Faroe Islands

Cayman Islands

US Virgin Islands

Northern Mariana Islands

British Virgin Islands

Turks and Caicos Islands

Solomon Islands

Falkland Islands

Marshall Islands

Reunion

Bouvet Islands

Christmas Islands

Cocos (Keeling) Islands

Cook Islands

Heard Island and McDonald Islands

Norfolk Island

Sint Maarten

South Georgia and the South Sandwich Islands

United Arab Emirates

Israel

Iraq

Canary Islands

Saudi Arabia

South Africa

 

ORDER TRACKING

A shipping confirmation is emailed to you as soon as your purchase has been shipped, which will allow you to track the status of your shipment.

For customers who select economy shipping, to track the order, you can visit Trackingmore or directly at the courier's website:

PostNL

SF Express

Sing Post

 

 

TAXES & DUTIES

Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.

Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us here at KOSOX. For further details of charges, please contact your local customs office.

 

CUSTOMS & REGULATIONS

You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country.

 

FOREIGN TRANSACTION FEES

If you credit card account is in a currency other than US Dollars, you may be charged at a different exchange rate than what is quoted on our website. You may also be subject to a foreign currency transaction fee. These fees are determined by your bank's pricing and transaction fee policies. We are not responsible for the exchange rate of any charges your bank or issuing Credit Card Company may charge you. For further details of foreign transaction fees, please contact your bank.

 

Our store prices are shown in your local currency, but in USD when you checkout. All transactions will be handled in USD through PayPal or Stripe at the checkout page.

 

 

 

 

Warrant Exchange Returns Policy

Returns/Cancellations

 

Our returns/Exchange policy lasts 28 days. If 28 days have gone by since your purchase was delivered, unfortunately we can’t offer you a refund or exchange.

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please contact us within the 28 days at kosoxbags@gmail.com.

 

Due to international shipping costs and customs charges we cannot offer refunds on original shipping. If you want to refund or exchange your product because you do not like, it will be your responsibility to return the goods with a tracked service correctly marked as a return of goods to avoid customs charges.

 

Only items purchased directly from https://kosox.com will be accepted. For products purchased from authorized retailers, please get in touch with them directly for returns.

Returned items must be in original packaging, including any accessories, manuals, and documentation. Returned items must be unused, in the same condition that we sent it to you, and in their original packaging. Stains, folded cards, broken seals/ plastic foiling broken will not be accepted. If the condition of the product shipped back to us is not in acceptable condition we reserve the right to not refund or exchange. Products that have been personalized cannot be refunded or exchanged.

Non-returnable items include items purchased through retailers, incorrect products purchased, and damaged products through customer mishandling.

Returns made without receipt may be refused. KOSOX reserves the right to deny any return.

 

To complete your return, we require an order number and email for proof of purchase.

 

Please do not send your purchase back without contacting us for RMA authorization first. Please clearly mark the RMA number on the package and put detailed notes of your return reason inside the box.

 

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

 

Late or missing refunds (if applicable)

Contact your credit card company; it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at kosoxbags@gmail.com

 

Defects/Warranty Exchanges/Replacements

We only replace items like for like if they are defective or damaged. Please report all lost/damaged in transit parcels and manufacturing defects within 14 days of receipt to kosoxbags@gmail.com . We will guide you through a returns application and send you a pre-paid label to ship back. Once received, we will then send you a full replacement. Damage has to be reported within 14 days of receipt of goods but functional defects can be up to 28 days.

 

We will send you a pre-paid shipping label for any returns/exchanges that are a fault of EME Tools or simply send replacements where deemed cost effective.

 

Depending on where you live, the time it may take for your exchanged product to reach you, may vary but we aim to resolve all issues in 7-10 days.

 

If you are shipping an item to us without a pre-paid label for example not under a warranty return you should consider using a traceable shipping service or purchasing shipping insurance. Please note when shipping to us we do not accept any custom charges and will pass them to you so we recommend either pre-paying these or shipping with a low value of $10.00 item marked return for repair.