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KOZA POLICIES

SHIPPING AND DELIVERY

- All orders are confirmed via WhatsApp before we proceed with delivery.
- If confirmation is not received within 24 hours, the order will be automatically canceled.
- Orders containing more than one item cannot be split. You must either receive the full order or cancel it entirely.

Delivery Time
- Cairo and Giza: Delivery from 2-4 working days.
- Other Governorates: Delivery up to 7 working days.

Shipping & Payment
- We allow 3 delivery attempts. If all fail, the order is automatically canceled and returned.
- In case of order refusal or failed delivery, customers must cover shipping fees via InstaPay as compensation for the return.
- If you previously refused an order, we will require prepaid shipping via InstaPay for any future orders.
- Orders valued at 3,000 EGP or more must be fully prepaid via InstaPay before shipment.

To track your order or any other inquiry, you can contact our customer care team at customercare@getkoza.com.

RETURN POLICY

Online Purchases: Return Policy
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You can request a return within 5 working days from the date of delivery. To initiate a return, please email your request to customercare@getkoza.com. A pickup will be arranged with additional shipping fees based on your location.
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Please note:
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  • Shipping fees are non-refundable.

  • Returns are subject to a return fee.

  • Returned items will be inspected by our quality department to process your refund.

  • Koza has the right to refuse returned items if they are used or not in their original packaging condition.

REFUNDS

Once your returned item is accepted, your refund will be credited back via bank transfer (excluding shipping fees).

EXCHANGE POLICY

If you face any issues with your order or wish to change or cancel it before it is dispatched, email our customer care team at customercare@getkoza.com.
If applicable, please include a photo of your purchase when reporting the issue.

TAKING GOOD CARE OF YOUR BAG

By following these guidelines, you can ensure your bag stays in great condition for years to come.

  • Store your bag in its dust bag in a cool, dry place away from direct sunlight.

  • Keep your bag away from water, perfume, oils, creams, alcohol, or any chemical substances to prevent damage to the materials.

  • Keep your bag stuffed while not in use to help it maintain its shape better over time.

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