How do I place an order?
You do not need to create an account to make a purchase. However, we recommend that you set up a Kōraru account in order to manage all aspects of your account including address details and reviewing your order history. You will also receive custom recommendations and exclusive offers made only for our members. Accounts can easily be created using just your email. A log in link will be sent for easy access
How Long does it take for my order to be fulfilled?
Typically, it takes between 1-5 business days to fulfill an order. Once your order has been fulfilled, an email will be sent confirming the shipment and containing the tracking number. All orders are processed weekdays Monday through Friday and are dispatched the following business day. Please advise of a phone number when ordering which you can be contacted at upon delivery.
What happens if my order is delayed?
We will provide a tracking number once your order has been shipped and you will find it in your e-mail. If a shipment has been sent but is not received, you must contact the shipping company. We will do our best to assist you through it. Please understand that sometimes delays in shipping may occur for which Koraru is not responsible and cannot help in any way.
Can I cancel or amend any of my order details?
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Payments and Account
Which payment methods are accepted?
We accept payment via PayPal, Apple Pay, Google Pay, Visa and Mastercard credit or debit cards and American Express.
What currency will I be charged in?
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Am I liable for customs or duties on my order?
Some international shipments are subject to taxes or customs duties. Prior to placing your order please check with your local customs authority on any customs duties or taxes that are payable by you before you can receive your order – please keep in mind that regulations and guidelines differ by country. Customs duties or taxes are not payable by Kōraru, however we offer an option to pay for them at checkout so you
Is my personal information kept private?
Your privacy is important to us. It is Kōraru's policy to respect your privacy and comply with any applicable law and regulation regarding any personal information we may collect about you. To find out more, please read our Privacy Policy and California Consumer Privacy Act here.
Can I calculate the taxes/duties at check-out?
Yes, all taxes and customs will be calculated at checkout before placing an order.
Shipping and Returns
Do you deliver worldwide?
Yes, we deliver worldwide (with some exceptions). International shipping is currently available to select countries. Shipping rates for international orders will be calculated at checkout. For more information, please refer to our Shipping page.
Do I have to pay duties and taxes?
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What happens if my order is delayed?
We will provide a tracking number once your order has been shipped and you will find it in your e-mail. If a shipment has been sent but is not received, you must contact the shipping company. We will do our best to assist you through it. Please understand that sometimes delays in shipping may occur for which Koraru is not responsible and cannot help in any way.
My package seems to have stopped moving.
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Can I ship to a PO Box?
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Will my parcel be insured and will I have to sign for it?
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When will I receive my order?
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What Should I Do If I Receive an Incorrect or Faulty Item?
We are sorry to hear you received a faulty item. Every product that leaves our warehouse is hand checked to make sure it is in perfect shape and without any flaws. In the unlikely event that a faulty/wrong order is received, please reach out to our team at customercare@koraru.co and provide some supporting information so we can better asses the situation and offer help.
- Your proof of purchase/order number
- A short description of the issue
- Supporting images
Our Customer Services Team will then be in touch to advise the next steps.
All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.
If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you request a return.
Can I return my order?
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I placed an order using a Gift card code. Can I return it?
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How can I track my package?
Once your order has been fulfilled, you will receive an email from us with your tracking information. You can track the progress of your order directly on the carrier's tracking page.
Description for your section.Please send us an email and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number if you have one.
Please email us at customercare@koraru.co
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