Frequently Asked Questions
Find answers to our most common questions. Can't find what you're looking for? Email us at support@kossdesign.com — we reply within 24 hours.
Shipping & Delivery
How long will it take to receive my order?
Our estimated delivery times (excluding peak periods such as Black Friday and the holiday season) are as follows:
- United States: 5–10 business days
- Canada: 5–10 business days
- United Kingdom: 3–6 business days
- Australia: 5–8 business days
- Other international destinations: 5–12 business days
All orders are shipped with tracking so you can follow your package every step of the way.
Please note that delivery times may vary slightly during high-demand periods.
What are your shipping fees?
We offer free shipping once you reach the following order values:
Canada: Free shipping on orders over CA$80
United States: Free shipping on orders over US$60
United Kingdom: Free shipping on orders over £49
Singapore: Free shipping on orders over S$70
Australia: Free shipping on orders over A$80
For orders below these amounts, shipping fees are:
Canada: CA$7.90
United States: US$4.90
United Kingdom: £4.90
Singapore: S$3.99
Australia: A$7.99
All orders include tracking for complete peace of mind.
Where do you ship my order from?
We work with several logistics partners worldwide to ensure fast and reliable delivery.
Orders placed in France are shipped directly from our French warehouse.
How can I track my order?
It’s simple. You’ll receive several email updates to keep you informed about your delivery status.
You can also track all the details of your order by clicking here.
What happens if I’m not home to receive my jewelry?
No need to worry — your satisfaction is our priority.
Our packaging is compact enough to fit directly into your mailbox. We ship our jewelry in reinforced envelopes measuring 11 × 16 cm (approximately 4.3 × 6.3 inches), designed to ensure safe and secure delivery.
Are there any customs fees?
We ship from our warehouse located in Île‑de‑France, France, and send globally in DDP (Duty Delivery Paid). Therefore, orders to the UK, US, Singapore, Switzerland, Australia, and the EU are NOT subject to customs fees.
I haven't received my delivery?
Contact us via our contact form or by email at support@kossdesign.com. If you don't receive a response within two business days, you can also email us via Instagram. Exceptional customer service is our priority, so we will always try to respond to you as quickly as possible.
I've got the wrong address. What should I do?
In case your order has not yet been shipped, we invite you to contact us via support@kossdesign.com as soon as possible to update your shipping information.
What is the address and telephone number of your warehouse?
Gemmalog/ECOM EDGE ADVISORY
4 rue du champ de Montigny
49080 Bouchemaine, France
Do you use dropshipping?
Rest assured, we do not use dropshipping.
We design our own exclusive models, which undergo strict quality control before being shipped. Our bracelets are crafted with authentic Miyuki-certified Japanese beads and premium Korean elastic — far from the low-quality imitations often found online.
We hold our own inventory and ship orders directly through our trusted logistics partners, ensuring reliability, authenticity, and fast delivery.
Returns & Exchanges
I love my jewelry, but the size doesn’t fit me
You have up to 30 days to request a size exchange. Simply send us an email at support@kossdesign.com with your desired size.
We guarantee a response within 24 hours, as your satisfaction is our priority.
I’m not satisfied with my jewelry and would like a refund.
Once you receive your order, you have 30 days to change your mind if the jewelry doesn't meet your expectations.
You may choose either a store credit or a full refund.
To start the process, simply contact us at support@kossdesign.com.
We guarantee a response within 24 hours, as your satisfaction is our priority.
My jewelry is damaged, and I would like a refund.
We’re truly sorry for the inconvenience. It’s possible that the jewelry was damaged during transit.
Please take a clear photo showing the damage and send it to us at support@kossdesign.com.
Once our team reviews and validates your request, we will gladly send you a brand-new replacement at no cost.
What are the return conditions?
Once you receive your order, you have 30 days to change your mind if the jewelry doesn’t meet your expectations.
You may choose either a store credit or a full refund.
In the case of a full refund (excluding sizing exchanges), a small restocking fee between $0.50/£0.50 and $2/£2 may apply. This simply covers part of the processing and handling costs charged by our fulfillment partner.
To initiate a return, simply contact us at support@kossdesign.com and our team will take care of everything for you. Your satisfaction remains at the heart of everything we do.
I did not receive the correct item.
Please contact us at support@kossdesign.com and include your order number.
We’ll assist you as quickly as possible.
Payment & Security
Is your website secure?
Yes, our website is fully secure.
We use HTTPS encryption with an SSL certificate to protect your personal information and ensure that all data transmitted on our site is encrypted and secure.
Unlike many websites that only secure payment transactions, we protect your browsing data, login information, and checkout details from start to finish.
For payments, we work with trusted global providers such as PayPal and Stripe, leaders in online transaction security.
You can shop on Koss Design with complete confidence and peace of mind.
What payment methods do you accept?
You can complete your purchase using your credit or debit card, or via your PayPal account.
We do not accept checks or cash on delivery.
You can also split your payment into 3 interest-free installments with our partner Klarna.
How do I enter a discount code?
You can enter your discount code at checkout, just before completing your payment (the final step of your order).
If your discount code doesn’t work, please don’t hesitate to contact us at support@kossdesign.com.
Forgot to enter your discount code? Simply email us, and we’ll be happy to help.
I’m unable to place my order.
This can occasionally happen — no need to worry.
If your payment didn't go through, you can try using a different credit or debit card, or choose another payment method such as PayPal or Klarna.
If the issue persists, please contact us at support@kossdesign.com and we'll be happy to assist you.
Our Jewelry
What materials are used to craft your jewelry?
We use exclusively authentic Japanese beads.
All of our beads are Miyuki-certified, guaranteeing their authenticity and true Japanese origin.
How do I know my size?
You can find instructions on how to measure your wrist here.
How can I see the bracelet sizes?
Some of our bracelets are fully adjustable (this is indicated on the product page), while others come in specific sizes (also clearly stated on the product page).
How is the jewelry packaged?
Each piece is delicately presented in a satin pouch, accompanied by a personalized Koss Design thank-you card.
How do I care for my bracelets?
To keep your jewelry in excellent condition: slide the bracelet gently onto your wrist without over-stretching the elastic, avoid direct contact with perfumes, lotions and chlorine, and store flat in the satin pouch it came in. Full care guide: How to Care for Your Jewelry.
Can I shower or swim with my bracelets?
Authentic Miyuki glass beads are water-resistant, but we recommend removing your bracelets before showering, swimming, or sleeping. This preserves the elastic and keeps your pieces looking new for much longer.
Are your bracelets hypoallergenic?
Yes. Our bracelets are made with authentic Miyuki Japanese glass beads, which are inert and safe for sensitive skin. They contain no nickel or reactive metals, making them suitable for most allergy-prone wearers.
Do you have a warranty?
Every Koss Design piece undergoes strict quality control before shipping. If you receive a damaged or defective item, email us at support@kossdesign.com within 30 days of delivery with a photo and we will send you a free replacement. See our Refund Policy for full details.
