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KOI Shipping & Delivery Policy

This policy explains how KOI processes and ships your orders, how long delivery usually takes, and what to do if there is a problem with your delivery.

1. Order Processing

  • You can place orders online 24 hours a day, 7 days a week.
  • Orders are processed within 24–48 working hours.

2. Delivery Timelines (India)

Estimated delivery times after dispatch:

  • Metro cities: 3–5 business days
  • Other cities and towns: 5–7 business days
  • Remote locations: may take longer, depending on courier coverage

These timelines are estimates. Delivery may be delayed by weather, courier issues, festive or peak seasons, or other circumstances outside our control.

3. International Shipping

KOI may ship to selected countries outside India. For international orders, the customer is responsible for:

  • Customs duties
  • Import taxes
  • VAT or other local charges

These charges are not included in our shipping fees.

4. Shipping Charges

Any applicable shipping charge is shown at checkout before you pay. KOI may revise shipping charges from time to time.

5. Order Tracking

When your order is dispatched, KOI will share tracking details by:

  • Email
  • SMS or WhatsApp, where available

6. Delivery Confirmation

An order is considered delivered once the courier marks it as "Delivered". To avoid problems, please:

  • Make sure your delivery address and phone number are correct
  • Arrange for someone to receive the parcel
  • Check the parcel as soon as it arrives

If an order is marked as delivered and you do not report a problem within 24 hours, KOI will not be responsible for it.

7. Reporting Delivery Issues (Within 24 Hours)

Report the issue on the website within 24 hours of delivery if your parcel:

  • Is marked as delivered but was not received
  • Was lost in transit
  • Arrived damaged or tampered with
  • Is missing an item or contains the wrong product
  • Shows leakage

Claims reported after 24 hours may not be accepted.

8. Mandatory Unboxing Video

For any damage, leakage or missing-item claim, you must share a clear, continuous unboxing video that:

  • Starts before the parcel is opened
  • Shows the shipping label clearly
  • Shows the condition of each product throughout

Claims without a proper unboxing video will not be accepted. This requirement protects customers and KOI from misuse and false claims.

9. Liquid Products

Liquid products may experience minor movement in transit. Please inspect them as soon as they arrive. Leakage claims require clear video proof.

10. How to Report an Issue

Delivery issues are reported on the website. Within 24 hours of delivery, log in to your account on www.koiluxury.com, open your order history, select the order and choose "Report an Issue". As part of the request, you will need to provide:

  • A description of the issue
  • Clear photos
  • The full unboxing video

Incomplete requests may be rejected.

11. KOI's Rights

KOI may:

  • Approve or reject a claim after verification
  • Request additional proof
  • Decline suspicious or fraudulent claims
  • Update delivery timelines when needed

12. Contact Us