FAQ

Last updated: August 1, 2026

Find answers to common questions about KOUSYN orders, shipping, returns and products. For order-specific assistance, email info@kousyn.com.

Orders

Can I change or cancel my order?

Contact us as soon as possible. We may be able to change or cancel an order before it enters processing, but changes are not guaranteed after payment has been authorised or fulfilment has started. Once dispatched, the return process applies.

Why was my order cancelled or placed under review?

An order may be reviewed or cancelled because of payment authorisation problems, unavailable inventory, address issues, suspected fraud, pricing errors or restrictions affecting fulfilment. If we cancel an order, any captured payment for the cancelled items will be refunded.

Can I combine discount codes?

Unless a promotion expressly states otherwise, only one discount code may be used per order. Discount codes cannot be applied after an order has been placed.

Shipping and Delivery

Where does KOUSYN ship?

We currently ship to the United States, Canada, subject to carrier availability for the address entered at checkout.

How long will my order take?

Processing and estimated delivery times are stated on the relevant product page. Delivery estimates begin after dispatch and may be affected by customs, carrier capacity, weather, public holidays or remote-area service limitations.

How can I track my order?

When tracking is available, we send a shipping confirmation email with a tracking link after dispatch. Tracking may take several business days to begin updating.

Will I have to pay duties, VAT or other import charges?

Unless checkout expressly states that duties and taxes are included, international orders may be subject to VAT, GST, duties, brokerage or customs charges collected by the destination authority or carrier. These charges are the recipient’s responsibility. See our Shipping Policy for details.

Returns and Refunds

What is the return period?

You may request a return within 30 calendar days after delivery. The product must satisfy our strict return conditions and must not be sent until KOUSYN provides written authorisation. Mandatory consumer rights remain unaffected.

What condition must a return be in?

The product must be unused, unworn, unwashed and unaltered, with all original tags and security seals intact. Original packaging, dust bags, straps, accessories and promotional items must be included. Products showing wear, odours, stains, scratches, cosmetic marks or handling beyond a reasonable inspection may be rejected under our voluntary return policy.

How do I start a return?

Email info@kousyn.com with your order number and return reason. We may request reasonable photographs before issuing authorisation. Do not return an item to the address printed on the original parcel or to an address not supplied in our approval email.

Who pays return shipping?

For change-of-mind returns, the customer pays the tracked return shipping and related return charges. If KOUSYN is legally responsible because an item is verified as defective, damaged in transit or incorrectly supplied, we will provide or reimburse a reasonable authorised return method as required by law.

Can I receive a refund without returning the product?

A returnless refund, partial refund, store credit or replacement may be offered by KOUSYN only in exceptional circumstances. It is not an alternative that customers can demand instead of following the authorised return process, except where required by law.

When will I receive my refund?

Approved refunds are normally initiated within 5–10 business days after the authorised facility receives and inspects the return. Additional payment-provider processing time may apply. Mandatory statutory refund deadlines take priority where applicable.

Products

Will the colour look exactly the same as it does on my screen?

We aim to present colours accurately, but displays, lighting and material texture can create small differences. Natural grain and minor texture variation are not defects when consistent with the product description.

How should I care for my KOUSYN product?

Follow the care information supplied with the product. Keep the item dry, avoid prolonged sunlight, excessive heat, cosmetics and harsh cleaning products, and store it in its dust bag when not in use.

Still Need Help?

Email info@kousyn.com and include your order number for faster assistance.