Orders & Refunds

Please be advised that all additional charges related to delivery, including the restocking fee and removal service fee as displayed on our website.

RETURNS AND CANCELLATIONS

• KOIZORA ATELIER is committed to offering our customers high – quality products and a satisfactory shopping experience. To this end, we are pleased to introduce a 7 – day exchange policy applicable to all regular – priced and in – stock items. However, please note that pre – order products are not included in this policy.
• Exchange Policy Details

  Notification Requirement: In the event that you wish to exchange a product, you must notify us in writing within 7 days following the delivery of the item. The product must be in its original condition, which means it should be unused, undamaged, and come with all its original accessories, tags, and packaging intact.

• Exchange Condition: We allow you to exchange the product for another item that has the same value. We do not provide price difference processing for exchanges.

• Once you submit your exchange request, our dedicated customer service team will promptly review your case and get in touch with you to confirm the product details and guide you through the exchange process. Your patience during this time is greatly appreciated.

• You may cancel your order free of charge and obtain a full refund of the Final Price Paid for the item(s) you desire to cancel within 5 calendar days of placing your order. However, if your purchase has already been processed for delivery despite being within 5 calendar days, it’s worth will be computed as Final Paid Price minus Delivery Fees.
• All additional fees must be paid prior to service completion. E.g. stair climbing.
• If additional service fees are not paid for the delivery of the product, we shall cancel the order and return the purchase amount after deduction of 25% Restocking fee and the Delivery Fee incurred.

  Exchange Policy
  

• Cash and Carry items may be exchanged if they are in their original, unused condition. Additionally, your KOIZORA ATELIER purchase receipt must be produced.
• No Restocking Fee will be charged for product exchanges.

Any goods exchanged must be of equal or greater value than the original purchase. Promotional and clearance items are not eligible for exchange.

We do not allow exchanges or returns for the following categories of products:

• Custom-made sofas
• Items sold at a discount or as ‘as-is’ condition during sales
• Mattresses and previously used pillows that are not wrapped