Return And Refund Policy

Return & Refund Policy

At Koseicollective, each item is made to order after purchase. This includes our standard-size linen and casual apparel items, even when they are not personalized. Because every product is produced specifically for each customer’s order, we are only able to offer refunds or replacements in the situations described below.

Order Issues Eligible for Refund or Replacement

Please contact us within 30 days of delivery if your order arrives with any of the following issues:

  • The item is defective or damaged.
  • The item has a printing, sewing, or production error.
  • You received the wrong item, size, color, or design.
  • The item is significantly different from the product description.
  • Your package is lost in transit or confirmed as undelivered.

To help us resolve your issue quickly, please email us with your order number, a clear description of the issue, and photos showing the problem where applicable.

Items Not Eligible for Return or Refund

Because our products are made to order, we do not accept returns, exchanges, or refunds for the following reasons:

  • The wrong size was selected at checkout.
  • The customer changed their mind after placing the order.
  • The customer no longer wants the item.
  • The item does not fit as expected.
  • The customer entered an incorrect shipping address.
  • The order was delayed due to carrier issues outside our control.
  • Minor color differences caused by screen display settings.

We strongly recommend checking the product description, size chart, color, and shipping information carefully before placing your order.

Return Shipping

In most cases, defective or incorrect items do not need to be returned. If a return is required, our support team will provide instructions by email.

If the issue was caused by our production or fulfillment process, we will cover the cost of replacement or refund. If the issue was caused by incorrect customer information, such as a wrong address or wrong size selection, the customer may be responsible for any additional costs.

Refund Processing

Approved refunds will be issued to the original payment method used at checkout. Once the refund is approved, please allow 5–10 business days for the refund to appear on your account, depending on your bank or payment provider.

Order Cancellation

You may request to cancel your order within 12 hours of placing it. After this period, your order may already be in production and can no longer be canceled.

How to Contact Us

If you have any questions about your order, refund, or replacement request, please contact us:

Email: support@koseicollective.com
Phone: (512) 832-0349
Address: 10044 Woodland Village Dr, Austin, TX 78750, United States
Support Hours: Monday–Friday, 9:00 AM–5:00 PM CT