Please see below for your countries shipping rates:

Canada - Within Ontario

Standard (2-4 business days) - $6.50CAD or free over $55USD

Canada Post (2-5 business days) - $9.50CAD

Canada - Outside of Ontario

Standard (4-10 business days) - $7.60CAD or free over $55USD

Canada Post (5-7 business days) - $12CAD

USA

Standard (5-9 business days) - $6.50USD or free over $55USD

USPS Ground Advantage (2-5 business days) - $6.80USD

International

Standard (10-20 business days) - $12USD

All shipping timelines are estimates, subject to carrier delays.

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.

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.

Sometimes, a package will be marked as delivered by the shipping carrier prematurely. If you receive the delivery email but have not received your package, here is what we suggest:

• Please wait another 2 business days, as the package could have been marked as delivered by mistake, and will arrive in the following days.
• Please check with household members to ensure that nothing was brought in on your behalf, as well as nearby neighbours. 
• Contact your local post office. Make sure you contact your local post office, and not the general hotline. Your local post office will be able to provide quicker, and better service. Ask who delivered the package, and ask for the details of that day's delivery. 
• If the package still does not show up, please call the carrier to file a claim. Kōv Essentials cannot reimburse OR re-ship orders that were stolen from a property. 

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!

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.

Purchases made between November 6th-December 25th 2024 are eligible for the Holiday Return Policy: 

• Self purchased label - ship the return with your preferred carrier before January 10th 2025 for a store credit. Initial shipping fees are non refundable. 
• Prepaid label - ship the return using the prepaid label before January 10th 2025 for a store credit. Initial shipping fees are non refundable. Prepaid label expired 14 days after being provided to the customer, new label cannot be generated if the label expires. 
• During busy periods, store credits may take 2-4 weeks for processing once the parcel has been received by our warehouse. The holiday period is considered a busy period - expect delays in processing.
• Products purchased at 20% off or greater, or purchases made during the Black Friday sale are final sale and are not eligible for the Holiday Return Policy.

Email support@kovessentials.com with your order number and products for return to initiate the process.

Orders placed on or before January 14th:

We offer free returns for store credit within North America or refunds with your preferred carrier.

Free Returns for Store Credit (North America)

• We’ll provide a prepaid return label. This label will expire 14 days after being provided; after expiry, we are unable to provide a new label.
• Store credit will be issued minus the shipping cost.
• Returns must be shipped within 30 days of delivery.
• During busy periods, store credits may take 2-4 weeks for processing once the parcel has been received by our warehouse.
  

Returns for Refund or Outside North America

• Customers are responsible for return shipping with their preferred carrier (FedEx Ground not accepted).
• Returns must be shipped to our Ontario warehouse.
• Returns must be shipped within 30 days of delivery.

Orders placed on or after January 15th:

USA + Canada - Opt in for free returns at checkout for $0.85USD. With this, your return shipping label will be provided at no cost, and you can return for refund, store credit, or exchange. By opting out, you will bear the costs of the return shipping label. Initiate a return here.

International - Return your order within 30 days of delivery for a refund. You will be responsible for purchasing a return shipping label. Contact our team at support@kovessentials.com to initiate a return.

Terms & Conditions:

• Products discounted at 20% or higher are final sale and ineligible for return.
• Kōv Essentials is not liable for lost or damaged returns.
• Shipping charges are non-refundable.
• Items must be in their original condition with no signs of wear.
• Returns outside of the return window are ineligible.
• Duties and import taxes must be prepaid, or the parcel will be refused.
• Unauthorized returns or those that do not follow instructions will incur a 15% processing fee.
• We reserve the right to refuse & refund the return opt-in when purchased on an ineligible order.

We don't have an exchange policy in place at the moment but our support team would be more than happy to help initiate a return for store credit on your order; that way, you can purchase your desired product at your earliest convenience. 

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

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.

• Gift cards and 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

We work very quickly to fulfill orders, and updates can be tricky. We ask that you please triple check your order before placing it to ensure that it's perfect; however, in the case that there is a mistake, please reach out to our team ASAP with the following information: 

• Order number
• Requested modification (product details or new shipping address) or cancellation

Example: "Can I please change address on my Order #12345 to 1234 Kov Essentials Rd, Burlington ON L7L5V2?"

Example: "Can I please change the Verse Clip in my order #12345 from Black to White?" 

Our team will do our best to help you out; however, we cannot guarantee a cancellation or modification is possible.

Preorders cannot be cancelled or modified if the anticipated ship date is within 10 days of your request.

If you believe you may have received the wrong product, or received a damage 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 2 weeks of the delivery date.

Spend determines your tier. To maintain your tier, spend the required amount annually:

Tier 1: $0–$120 annually;

Tier 2: $121–$299 annually;

Tier 3: $300+ annually

A 12-month timer is activated when you enter a tier. Your eligibility is determined at the end of the 12 month-period. Tiers are not based on points.

There are 3 ways to earn:

Shop - 1 point for every $1 spent

Leave a review - 10 points

Refer a friend - 50 points

Points never expire.

Ensure you are logged in before checking out to collect points. When logged in, you can find your points balance.

You can redeem points 4 ways: 

$10 off your order - 100 points

Creaseless Clips in Tortoise - 100 points

Oversized Scrunchie in Pearl - 140 points

Essentials Tray in Silver - 160 points

Creasless Clips, Oversized Scrunchie, and Essentials Tray are all part of the Loyalty Exclusives, available only to Members in tiers 2 & 3.

Redeeming points cannot be reversed. Loyalty Exclusive products are final sale.

Log into your account to redeem points.

The birthday gift is only available to Members in Tier 3. Currently, the birthday gift is a Silk Scrunchie.

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

Discount codes are applicable on full-priced items only. Discounts are not applicable on Last Chance, 20% off Bundles and Sets, Bridal Gift Sets (Bridal, Bridesmaid, Maid of Honour), Silk Hair Ties, and Scrunchies.

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.

Cellulose Acetate requires extra care, including protection from high heat, and may show slight variations in colour and tooth placement due to the handmade nature of each clip.

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.

Transparent Clips

• Transparent acetate in light colours such as Glass is susceptible to noticeable discolouration when exposed to direct sunlight for prolonged periods of time. To avoid colour change, we recommend storing your clip out of direct sunlight and limiting sun exposure to under an hour at a time.
  
  

In our best efforts to reduce our footprint, all claw clips (and combs, and hairpins) are made from Cellulose Acetate (CA). CA is a more eco-friendly version of traditional plastics or resins as it is made from the combination of wood pulp & cotton fibres

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

How to care for your 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. 

Hair Tie and Scrunchie

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

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

What makes our silk so special?

• Silk Grade - Silk is graded A, B or C, with A being the highest quality. Within Grade A silk, the secondary scale is indicated 1 through 6. Our silk is made with 6A silk, the highest grade available on the market.  Only 3-4% of Silk Production meets Grade 6A. 
• Momme - Momme measures the Silk weight and quality. The higher the Momme, the more durable & luxurious the Silk is. Silk pillowcases typically range from 19-22 Momme. Our Silk Pillowcase features 22 Momme Silk.
• OEKO TEX Certified - OEKO TEX labels certify that every component of the product has been tested against a list of 350 toxic chemicals. 

Orders are not shipped with any documentation of monetary value, so your gift recipient won't see the cost of the product(s). 

Brands: Please email us at pr@kovessentials.com
 
Influencers: For PR, collaboration, or gifting inquiries, please email pr@kovessentials.com along with your social handles. 

Thank you for your interest! For wholesale or distribution inquiries, please email wholesale@kovessentials.com