FAQ – Kōv

WHAT IS YOUR RETURN POLICY?

Kōv Essentials is happy to offer full returns, less initial shipping fees. Returns must be shipped within 10 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 made with a discount beyond 20% are final sale.

Return shipping is buyer responsibility - please purchase a shipping label through your preferred carrier. If this is an International return, please ensure duties & import taxes are prepaid as any shipments bearing payment upon delivery will be refused. Kindly note that Kov 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, please reach out to us for a Return Authorization & instructions.

All returns must be shipped back to our warehouse facility in Burlington ON, Canada.

WHAT MATERIAL ARE YOUR PRODUCTS MADE OF?

In our best efforts to reduce our carbon footprint, all claw clips, combs & hairpins are made from Cellulose Acetate. Cellulose Acetate is a more eco-friendly variation of traditional plastics or resin. CA has a heightened biodegradability and is made with plant derivatives - wood pulp & cotton fibres.

The Luxe Scrunchie is made from 100% Mulberry Silk.

ARE YOUR PRODUCTS HAND MADE?

Unfortunately we don't have the capabilities of hand-making our products in house. Our products are all imported goods; we partnered with a manufacturer to design & produce our products.

WHAT CURRENCY ARE YOUR PRODUCTS LISTED IN?

The default currency on our website is USD, however, you can shop in CAD by scrolling to the bottom of our site and selecting your browsing country.

WHY IS MY PARCEL DELAYED IN TRANSIT?

Postal systems are experiencing many delays amid the global pandemic. We appreciate your patience & understanding as we all work together to get your parcel to you as quickly as possible.

WHAT IF I WANT TO SEND MY ORDER AS A GIFT?

Orders are not shipped with any documentation of monetary value, so gift recipients don't see the cost of goods.

Feel free to add a note at checkout and we'll include a hand-written note for your recipient!

DO YOU SELL WHOLESALE?

Not at the moment, please check back later!

DO YOU SHIP INTERNATIONALLY?

Yes! We are happy to ship globally.

CAN I CANCEL/CHANGE MY ORDER?

Once orders have been placed, our team works extremely quickly to ensure all orders are processed and packed ASAP! Given that, we are unfortunately unable to modify or cancel orders once they have been placed.

DOES MY ORDER COME WITH A WARRANTY?

All products have a free 6-month warranty, effective the date of delivery. Our warranty covers manufacturing defects and does not cover against personal incidentals.

If your piece breaks, snaps, or is damaged in any way, we will send a replacement out. For all warranty claims, shoot us an email here. The warranty claim must be initiated within 6 months of delivery and photos must be included of damage to initiate a claim; if a claim is accepted, the item will need to be sent back to our HQ (please do not throw away the product).

If the replacement piece is out of stock, we will issue a store credit for the value of the item.

WHAT IF MY ORDER ARRIVES DAMAGED/FAULTY?

We're so sorry about that! While we do our very best to ensure this never happens, if you do receive a damaged clip or have a manufacturing fault occur, please contact us immediately at support@kovessentials.com and we will resolve this ASAP!

I RECEIVED AN INCORRECT PRODUCT. WHAT NOW?

If you received a product different from the one that you ordered, or are missing items in your order, we’re so sorry about that! Please contact us as soon as possible at support@kovessentials.com and we’ll be sure to get you exactly what you ordered! Kindly note that after 7 days of no response on a mis-shipment inquiry, the product will be unable to be exchanged.

Frequently Asked Questions