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Congratulations! Your order qualifies for free shipping You are $55.00 USD away from free shipping (US + CAN only)

Frequently Asked Questions

Shipping

Processing

We aim to ship all orders within 1-2 business days. Occasionally, with an influx of orders (typically during Black Friday), processing can take 3-6 business days. Processing time is not included in shipping estimates.

Please allow for delays during the holidays. Orders placed from December 22-January 1 are likely to ship within the first 2 weeks of 2024.

Duties and Taxes

Orders shipping within North America will not incur any additional duties, taxes, or fees.

If your order is shipping outside of Canada or the USA - All international deliveries may be subject to duties and taxes. Duties and taxes are unique to each region and they are the responsibility of the customer.

Returned-to-sender

Packages are generally marked as return-to-sender due to the following reasons:

  • There was an issue with the shipping address or postal code
  • The addressee does not live at the shipping address
  • The package was refused by the recipient when a delivery was attempted

If a package is returned to us, please allow 3-4 weeks for processing; you can always email us first if you notice any issues with your tracking and we would be happy to advance our protocol.

We are unable to re-ship orders that are returned to us. You will be issued a store credit via E-Gift Card for order value less initial + return shipping fees, given the error was not our fault. Once you have received your E-Gift Card, we welcome you to place a new order with us!

Shipping Insurance

Kōv Essentials cannot be responsible for lost or stolen parcels after they have been scanned as delivered. However, with the purchase of Shipping Insurance, Kōv Essentials will send a replacement order in the instance that your original order is lost or damaged in transit. If you purchased shipping insurance and are experiencing issues receiving your order, please email us at support@kovessentials.com.

If you do not opt in for Shipping Insurance, we require claims to be submitted directly with the shipping carrier and cannot guarantee resolution.

Kindly note that shipping insurance claims will not be approved if there is proof of delivery (photo or geo tracking).

Shipping Methods

If the shipping method selected at checkout is unavailable, we will default to the next available shipping method to deliver your order.

Returns

Return policy

Kōv Essentials is happy to offer full returns, less initial shipping fees. To receive a refund, your order must meet the following conditions:

Returns must be shipped within 15 days of delivery for a full refund; orders shipped within 30 days of delivery will be issued store credit. After 30 days of delivery, all orders are final sale.

Purchases discounted by 15% or more are final sale. Products that are marked as final sale cannot be returned.

A few notes on return shipping:

  • Return shipping is buyer responsibility.
  • If this is an International return (outside of Canada), please ensure duties & import taxes are prepaid as any shipments bearing payment upon delivery will be refused.
  • We cannot accept return parcels shipped via FedeX Ground - if your return is shipped via FedeX Ground, it will be refused.
  • Kōv Essentials is not responsible for lost or damaged returns - we recommend purchasing tracked shipping and shipping insurance on your return.

All items must be returned in their original state with no signs of wear.

If you are unsatisfied with your order, email support@kovessentials.com for a Return Authorization & instructions.

*Returns made without authorization/without following authorization instructions will be deducted 15% for admin processing.

Refused Orders

Orders refused at delivery will be issued a store credit via E-Gift Card for order value less initial + return shipping fees.

Gift with purchase returns

Returning an item from an order that shipped with a free gift will require the gift to be returned as well. If you would like to keep your gift, or if it has already been used or worn, a fee (dependent on item) will be deducted from your refund.

Wrong product received

If you believe you may have received the wrong product, please email us at support@kovessentials.com so we can make this right for you.

Any concerns regarding the product received must be brought to the attention of our team within 90 days of the delivery date.

Promotional Codes

Stacking codes

At this time, we're unable to offer stacking on discount codes, including free shipping codes.

Exclusions

Discount codes are applicable on full-priced items only. Discounts are not applicable on Bridal Gift Sets (Bridal, Bridesmaid, Maid of Honour), and the Personalized Demi Clip.

Care Instructions

Cellulose Acetate

Hair Clips

Your new clip is made with Cellulose Acetate, a synthetic material composted of wood pulp and cotton fibres. Cellulose Acetate is more durable and flexible, but requires additional care.

Follow the below care instructions to extend your clips lifetime:

  • Heat - Avoid direct exposure to heat for elongated periods as it could cause exteneded stretch in the prongs, resulting in a loose grip.
  • Water - Cellulose Acetate is waterproof, but similar to any metal, the spring on your clip can rust if it is left in a moist environment for a long period of time. Avoid having the spring on your clip wet for long than 30 minutes at a time.
  • Stretch - If you notice the prongs of your clips loosening as a result of heat a great way to reset your clip is to allow it to soak in warm water (no hotter than 110F) for 5-10 minutes. After soaking, let your clip cool for 30 mins.
Silk

Pillowcase:

  • When washing the Silk Pillowcase, we recommend turning the pillowcase inside out and placing it in a mesh laundry bag.
  • The pillowcase can be washed on a delicate cycle in your washing machine or by hand.
  • Use a gentle laundry detergent suitable for silk & wash in cold water.
  • We recommend laying your pillowcase flat to dry and avoid tumble drying. 

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