We're here to help

Send us an e-mail: support@kosantravel.com
Estimated response time: Within 12 hours

What is your return/exchange policy?

We accept returns or exchanges for regular priced items for up to 30 days after delivery. You are responsible for covering the cost of return label and exchange shipping. You may use any shipping service you would like; however, we require a tracking number to ensure we can track its progress and arrival at our warehouse. 

Please note that in order to be eligible for an exchange, your return item(s) must be in like-new, unworn & unwashed condition with all original tags and packaging attached. Items that are returned after being used are not eligible for a refund, and can be returned back to you at your expense.

What items are not eligible for return?

Items NOT eligible for Return/Exchange:

Items that have been washed and/or worn

Sale items

Made to order items (Kosan Eats, Together We Stand, Every Child Matters, Human Rights Collection)


Face Masks

How do I initiate a return/exchange?

Before sending back any returns, email our team at support@kosantravel.com with your order number. Our team then will give you the address of the closest return centre. We will not accept returns mailed to our corporate office and do not accept in person returns.

To request an exchange, you can follow the above instructions; however, please also include your requested exchange item (size/colour/style).

When can I expect my refund?

Once your item arrives back at our distribution center, it can take our warehouse a week to receive and inspect your return. Once the item is reviewed, we will notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed. Please note that it may take an additional 3-5 business days for the funds to appear on your original method of payment once your return is processed.

If your original payment method is no longer valid, please contact us immediately or we will not be able to process the refund.

How long does exchange take?

Your exchange order will start processing once our warehouse team has processed the returned product. An email with your exchange order tracking will be sent once your order ships.

What do I do if the item I received is incorrect, damaged or defective?

If you have received a damaged, defective or incorrect item, please contact us at support@kosantravel.com. You will need to include a photo of the damage or the wrong item you received, as well as your order number. We'll take care of it from there!

How can I get a refund on the customs duty paid after returning the item?

Customs duty is a fee imposed by your country on imported goods and we do not have any control over it. After you return the item, you can email us at support@kosantravel.com to get a proof of return. You will then have to contact your local customs office to claim a refund directly from them.

Can I change/cancel my order?

You can cancel or change your order within 2 hours of placing it by e-mailing us at support@kosantravel.com. If you reach out to us after the 2 hour period, there may be a chance we can still assist; however, we cannot guarantee it as our warehouse may be already packing up your shipments.

How long before my order ships?

For in-stock items, your order will ship out within a week.

For pre-order items, please refer to the product page.

Can I add another item to my existing order?

Yes, you can! Please email us at support@kosantravel.com not later than 12 hours after purchase (for in-stock items) and we will add the item manually to your existing order and send you the invoice via email. If you ordered a pre-order dress and would like another item to ship all together in one package, please email us before the estimated ship date and we will add the item to your existing order. Please note that if you make two separate purchases, they cannot be combined and they will be shipped out separately since they have two separate order numbers.  

What are your shipping methods and how long do they take?

We offer standard economy shipping on all orders. If you require 2- day priority shipping, please reach out to us directly at support@kosantravel.com (only available for US orders).

Orders shipped to the continental US typically take anywhere from 4-8 business days to be delivered. If you are shipping to US territories or ADO/DPO sites, please allow longer.

Orders shipped to Canada typically take anywhere from 5-10 business days to be delivered. International orders can take 1-4 weeks to be delivered, depending on how long it takes to clear customs.

How much does shipping cost?

We offer free shipping within the US & Canada for orders over $100 CAD. For international orders and orders under $100 CAD, shipping is calculated by weight and will be shown at check out.

Duties/fees are not included in our shipping costs, and are the responsibility of the customer.

What forms of payment do you take?

We accept payments from Visa, MasterCard and American Express. We also accept payments via PayPal.

What is a pre-order?

We offer some items for sale before they actually arrive at our warehouse. When you pre-order these items, we'll ship them out 2-5 business days after they arrive at our warehouse.

You can tell if you're purchasing an item that is a pre-order on the product page. We will provide an estimated ship date on the product page, though please note these are subject to change.

We will be sure to send you a shipping confirmation once your item leaves our warehouse and is en route to you.

Are your dresses available without Keyholes?

No, the pre-order dresses are only available with Keyholes. Any available "No Keyhole" dresses are part of the remaining stock from our Kickstarter campaign, and will not include the changes made to the re-launched dress.

Why do I see different prices at checkout than when I am browsing?

We are a Canadian company, so all prices at checkout are listed in CAD, and all orders are charged in CAD. Even if you have selected to view prices in USD/AUD while browsing, the order total at checkout is listed in CAD.