Customer Service

Our frequently asked questions

Delivery Prices
Delivery fee is free in New Zealand and delivery is made in 2-3 days. Delivery fee is also free in Australia with a non-tracking standard delivery option. Standard delivery to any address in Australia can take between 3 to 10 working days after the shipment. Tracked option is available to Australia and requires additional fee. All deliveries are made from our warehouse in Auckland, New Zealand.

What if I need to change my order ?
We process orders quickly and will do our best to accommodate any changes to your order. The best way to change or cancel an order is to call us at +64 9 8864825 , Monday–Friday, 9a.m. – 5p.m. NZT or email to help@koza.co.nz

How can I track my Order?
For New Zealand orders, after your order is dispatched, you will receive an email with the tracking number of your order. You can click on that tracking number and you will be directed to courier website where you can view the progress of your order. For Australian orders, depending on your shipment preference, you will be receiving either just a notification of shipment or notification with tracking number.

Can I use a PO Box as a delivery address ?
Yes we can ship to PO BOX in New Zealand and Australia.

Our return policy
Our online store has a 30-day return policy for all of our products. If you are not 100% satisfied with your purchase, you can return your order to the warehouse for a full refund. We believe that in order to have the best possible online shopping experience, our customers should not have to pay for domestic return shipping, so we provide you FREE RETURNS. You can have a refund for your product if you return it to us in 30 days after receiving it.

Set up a return
We provide you FREE RETURNS if you are not 100% satisfied with your purchase
Our online store has a 30-day return policy for all of our products.

Contact us at help@koza.co.nz , Monday–Friday, 9a.m.–6p.m. NZT.
We will send you a return form and shipping label by email. We will also give you a return number which you have to write down on the return form.
You should download this label and tape it on the return package and take it to the postal facility of New Zealand Post or Australia Post.
You can Post the return through New Zealand Post or Australia Post offices.

Koza Online Store is not responsible for lost or damaged returns sent with a different courier.

Refund Times
We usually accept returns within three days of their arrival at our warehouse. Once your return has been accepted, your refund will be issued and we will send you confirmation e-mail.

Credit Card Refunds: Credit Card companies vary in the time they take to restore the credit back to your account and the transaction could take up to 7 business days to be settled from the day of our refund confirmation e-mail.</h6>

Bank Transfer Refunds: Your refund will be visible in your account within 5 business days of receiving the refund confirmation e-mail.

What if my return is not accepted ?
The only reason we won't accept your return is if you don’t follow our guidelines. If you would like it shipped back to you we will take a credit card payment for the shipping costs.

Exchanging a Product
Currently we don't provide any product exchanges.

How can I make payment ?
Credit Card: We accept Visa, MasterCard.
Paypal: We accept Visa, MasterCard, American Express and JCB on all orders.
ALL TRANSACTIONS ARE BILLED IN NEW ZEALAND DOLLARS.

Currency
Our prices can be only displayed in NZD $ , and all orders will be transacted in New Zealand Dollars by your credit card company upon completion of your purchase and then converted to your local currency.

Security of Payment
Our credit card payments are handled by eWay payments.

eWAY is tier-one PCI DSS compliant, and has the same levels of data security as the largest banks in the world

Prohibited Data Storage

We never store raw magnetic stripe, card validation code (CAV2, CID, CVC2, CVV2), or PIN block data. Storage of this data is prohibited by the PCI DSS.

Data Encryption

Cardholder data is stored using one of the most advanced encryption methods available. We use multiple encryption keys which are stored on different physical servers. A data thief would not be able to make use of information stolen from a database without also having the key. The data store where cardholder data is kept cannot be connected to via the internet.

What will appear on my bank statement?
KOZA TOWELS or KOZA TRADING LTD. KOZA TRADING LTD is a New Zealand registered company.

Contact Us - For all enquiries:

Telephone: +64 9 886 4825 , Monday–Friday, 9a.m.–6p.m. NZT

Email: help@koza.co.nz

Head Office: Auckland, 1021, New Zealand