Cancellations and returns

Cancelling an order

Within 12 hours of ordering. Cancel and you get your payment back, less the payment processing fee.

Between 12 and 24 hours. You can still cancel, and we refund 75% of the order total.

After 24 hours. Your order has been placed with our supplier and can no longer be cancelled. If you change your mind once it arrives, an unopened box can still be returned, as below.

Returning an unopened box

If you change your mind, we accept a return within 14 days of delivery, provided the box has not been opened. Once a box is opened the piece cannot be returned as a change of mind. The cost of collecting the box comes out of the refund.

Payment processing fee

When an order is cancelled or returned, the payment processor keeps its fee, about 3% of the order total, and it is not refunded. It comes out of any refund for a cancellation or a return.

If a piece arrives damaged

Tell us within 48 hours of delivery and send photographs of the damage, so we can see what happened.

Minor damage, like a small scratch or scuff: you keep the piece and we refund between 5% and 10% of the order, depending on the damage.

Moderate or major damage, like a crack, a broken part or a piece that cannot be used: you send it back and we send you a replacement. We arrange and pay for the return.

Small natural variations in wood grain, colour and finish are not damage.

How to start

Email support@koziloft.com with your order number and, for damage, photographs. We reply within one business day.

Refunds go back to the original payment method. Your bank usually shows them within 5 to 10 business days.