Returns FAQ
My item was damaged or not what I ordered.
Our apologies if you received a damaged or incorrect item! While we package all of our items with the intent of handling the normal wear and tear of transit, sometimes breakages will occur.
Please fill out the Wrong or Broken Item form and a customer service representative will be with you shortly. Please note that there is no need to return a damaged item - a picture is sufficient! We may also send over a prepaid shipping label for incorrect items received.
I want to return or exchange the item.
You may start a return by selecting the return link on your order confirmation email or the link here. You will have to enter your order # and email associated with the order to continue.
You will have options to select refund or exchange, then be directed to the steps to complete your return. Please note that you will be responsible for return postage, but the rest of the returns process is completely free of cost. Once your original items are received at our warehouse and checked back into our inventory you will receive an automated email confirmation.
Returns and exchanges are unfortunately not available on personalized jobs such as iBuys or on items from on-demand stores since these items are completely customized and we do not carry additional quantities in stock.
How long do I have to return once I receive my item(s)?
Once an item has been delivered, you will have 30 days to decide if you would like to return/exchange the item. All items must be returned in the same condition they arrived in. Once a return is initiated, there will be a 15-day window where the return must be performed. If you cannot physically return the item within that 15-day window, please contact CustomerService@kotisdesign.com and notify us of the delay.
How long will my return take to get to your facility?
It depends on the shipper and the distance to our warehouses. Check the tracking number you received from the shipper when you handed them your package.
When can I expect a refund?
Orders cannot be refunded until the original item is returned to our facility and checked in. Check your tracking number for your package’s shipping status to see if the item has arrived at our facility.
Checking items into inventory can take 3-5 business days. To help expedite the process, make sure the RA# is very clearly written on the outside and inside of the package.
Need more help?
If you haven't received an exchange/refund 7 business days after your return arriving to our facilities, please reach out to our customer service for more assistance. We're happy to help!