FAQ

 
 

PRODUCTS

 

How can I be sure that my order has been registered?

Soon after the online payment, you will receive an email confirming the reception and validation of your order. If you have not receive this email, please let us know at hello@kozouf.com.


How can I know the status of my order?

If you have created an account on kozouf.com, you can log in to your customer space at any time with your login details and see the progress of your order.
If you have not created any account on our website, you will still receive updates of your order: 
- an email of confirmation after paying your order
- an email to notify you of your order shipment,


The product I would like to order is written as out of stock. How can I know when it will be available again?

As most of the products are made by hand and in limited quantity, it is possible than one or some become out of stock. Do not panic! These products may be in production to restock the shop. Please contact us to get the desired product quickly! 


I bought an item just before a promotion / sale period. Is it possible to have the price adjusted?

Unfortunately, promotions are not applicables on previous purchases. The valid purchase price is the one displayed on the website at the time of order. However, some promotions can be announced in advance on social medias or in the newsletter. Do not hesitate to subscribe here to be kept informed the next time.


I have a gift card or a coupon code. How can I use it online?

At the time of payment of your order, there is a text box ‘Promotional Code’ in which you can enter the code of your gift card or any promotional code related to our brand.


Where can I physically find your products if I want to see them?

You can find on the Stockists page the list of retailers distributing our products. Plus, you can have a look at the Agenda section to read about the events and craft fairs we will be attending.
If none of these solutions works for you, you can still contact us to arrange a meeting in  Montreal!


Is it possible to exchange a product or get a refund on a purchase?

Yes, it is possible to exchange one/some product(s) or to get a refund under some conditions. The product(s) you want to exchange or get refunded for must:
- be returned at your charge in 14 days following the delivery date
- be returned in their initial condition - unused and unopened - in order to be commercialized again.

If you want to exchange one or some product(s) or get refunded, please let us know before returning the product(s), in 14 days following the delivery date. Once the returned product(s) received, we will review their condition and get back to you to proceed to their exchange or refund.

However, exchanges and refunds do not apply to sales, liquidations or custom orders. 


Can I cancel my oder? How?

Yes, as long as it has not been shipped, that is to say as long as you see the status of your order marked 'In process' in your customer space or until you have received the shipping confirmation email. You can then cancel your order directly from your customer space, or by writing to us at hello@kozouf.com if you do not have an account on our website or have lost your login details.

 

SHIPPING

 

Which geographic areas are you delivering?

We ship worldwide with Canada Post. Please note that international shipments may include customs fees depending on the country, for which we can not be held responsible. It is up to you to pay these cutom fees when it is necessary.


How much is the delivery?

Shipping costs vary according to the shipping destination, the size and weight of the package sent. The delivery options are available and indicated in the shopping cart at the time you place your order. When chosing the delivery option you want, the cost will be automatically calculated and added to the cart. Delivery fees include order processing, and the cost of shipping cost with Canada Post. You can always contact us for any questions or additional information on this topic.


How quickly will my order be delivered?

The order processing time takes 1 to 3 business days, to which you may add the shipping time of Canada Post. The shipping time will depend on the delivery option you chose and the package destination.


Can I track my package? Where? 

Any package sent to Canada can be tracked on Canada Post’s website with a tracking number. If you order is to be delivered outside Canada and you want to track it, you need to select the appropriate shipping option (with tracking) when you order online, This includes additional fees.


According to my tracking number, my order has been delivered but I did not receive the package. What do I do?

There is 3 to 5 business days delay to open an inquiry with the transport company. Make sure that you have not been given a notice in your mailbox, indicating the place where your package was deposited. You can then contact Canada Post directly with your tracking number to request an update on your delivery. Please note that sometimes the order is filed the next day despite being noted as delivered by the carrier.


Is it possible to pick up my order to save on shipping cost?

Absolutely! To do this, please select the delivery option ‘Picking’ when ordering, and we will arrange an appointment for you to pick up your order at the workshop or in Montreal.

 

PAYMENT

 

Is the online payment secure?

Yes. The payment is processed through Paypal and Stripe services. Thus, you benefit from all their expertise in terms of security and confidentiality during the payment process. Please note that you do not have to have a Paypal or Stripe account to pay for your order (see payment options below).


What payment options are available?

You can pay online by credit card (Visa, Mastercard, Amercian Express), Apple Pay, as well as the balance of your Paypal account.


Is it possible to see prices in another currency than the Canadian dollar?

On kozouf.com, prices are only expressed in canadian dollar for the moment. To see prices in your country currency, please visit our Etsy shop. You will find the same offer of products with the prices expressed in the currency of where you are presently.


 

CONTENT & INTELLECTUAL PROPERTY

 

I would like to post content about your brand or use some of your designs and photos. Can I do it?

Each of the designs presented on the website belongs to us. You are not allowed to use them, in any way, without having contacted us before. If you want to talk about Kozouf in an article / on a blog and use content from the website, do not hesitate to contact us as well. We could have more pictures, content to share with you.

 

If this FAQ section does not answer your question, do not hesitate to contact us!