FAQ

Shipping

When will my order ship?

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.

How much does shipping cost and how long will it take?

Please see below for your countries shipping rates:

Canada - within Ontario

  • Standard (2-5 business days) - $7.50CAD or free over $70USD

Canada - outside of Ontario

  • Standard (6-8 business days) - $8.50CAD or free over $70USD

USA

  • Standard (5-7 business days) - $6.50USD or free over $70USD

International

  • Standard (10-20 business days) - $14USD

All shipping timelines are estimates, subject to carrier delays.

Do I have to pay customs & duties?

Orders shipping within USA or Canada will not incur any additional duties, taxes, or fees.

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

I have an issue with delivery

False deliveries

Sometimes carriers mark packages as delivered before they actually arrive.

If you receive a delivery notification but don’t see your package:

  • Wait up to 2 business days, as it may still arrive.
  • Check with household members and nearby neighbours.
  • Contact your local post office (not the general hotline) for delivery details.

If the package still cannot be located, please file a claim with the carrier. Unfortunately, Kōv Essentials cannot reimburse or replace orders that are stolen after delivery.

Returned to sender

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.

Lost in transit

Shipments cannot be deemed lost in transit for 30 days from the last tracking scan, as we have to provide the carrier with right to investigate and recover the shipment and allow it to resume it's journey. If you believe your shipment may be lost, please reach out to us at support@kovessentials.com so we can investigate with our carrier.

Damaged in transit

If your order has arrived damaged, please send photos within 7 days of delivery date via email to support@kovessentials.com

  • Please include photos of the outer packaging, inner packaging and the affected item(s)

Returns

What is the return policy (US + Canada)?

At checkout, you can opt in for free return shipping. With this option:

  • Your return shipping label is free
  • You can return eligible items for store credit or exchange at no additional cost
  • If you choose a refund, a $5 USD restocking fee applies

If you opt out, you’ll be responsible for the cost of your return shipping label. Returns are accepted within 14 days of delivery.  Start your return here.

What is the return policy (overseas)?

Return your order within 14 days of delivery for a refund. You will be responsible for purchasing a return shipping label - duties and import taxes must be prepaid, or the parcel will be refused. Contact our team at support@kovessentials.com to initiate a return.

What are the return terms & conditions?

  • Last Chance Sale purchases, and personalized products, are final sale and ineligible for return.
  • Shipping charges are non-refundable.
  • Items must be in their original condition with no signs of wear, with tags attached and original product packaging.
  • We reserve the right to refuse or deny returns that we believe to abuse of our policies.

Orders

Can I cancel or modify my order?

We process orders quickly, so please double-check before placing. If something's wrong, reach out right away with your order number and the change or cancellation you need, and we'll do our best.

I received an incorrect or damaged item

If you believe you may have received the wrong product, or received a damaged item please email us at support@kovessentials.com so we can further investigate. Any concerns must be raised within 7 days of delivery.

Store credits & gift cards

All store credits are issued in USD

  • You cannot use gift cards to purchase gift cards
  • Gift cards cannot be redeemed for cash
  • Purchases returned that use a Gift Card / Store Credit will be refunded back to the Store Credit / Gift Card

Price adjustments

Unfortunately, we can't offer price adjustments. Once an order is placed, we cannot apply a discount retroactively. This applies to both full-priced products that go on sale and sale items that receive further markdowns after purchase.

Discount conditions

One discount code per order, full-priced items only. Codes don't apply to Last Chance items, personalization, bundles, or sets. If a code was applied outside its intended conditions, we may modify or cancel your order and will contact you before doing so. Final discount amounts are rounded to the nearest dollar.

Product information

What is my clip size?

Take our fit quiz here to determine your suggested clip size.

Clip care

Cellulose acetate is handmade, so slight variations in colour and tooth placement are normal. Follow these care tips to keep your clip lasting:

  • Heat - Avoid prolonged heat exposure, which can loosen the prongs. To reset, soak in warm water (max 110°F) for 5-10 mins, then let cool for 30 mins.
  • Water - Waterproof, but keep the metal spring dry when possible. Avoid leaving it wet for more than 30 minutes to prevent rust.

Silk Care

All our silk products are made with 100% Grade 6A Mulberry Silk, 22 Momme.

How to care for your Silk Hair Ties:

  • Hand wash in cold water with gentle soap suitable for silk. 
  • Lay flat to dry

Replacement Promise

Replacement promise

Clips come with a one-year warranty against manufacturing defects for orders placed June 23, 2026 and onwards - if it breaks, we'll replace it. Orders placed before June 23 are eligible for a 6-month warranty.

Products purchased through a retailer are covered by that retailer's return policy.

Our warranty doesn't cover normal wear and tear, misuse, or accidental damage.

Read our full Replacement Promise policy here.

Still have questions?

Submit your inquiry below and we will get back to you soon. Our customer service hours are M-F 9am - 5pm EST.