Customer Support
We are always here to assist.
Common purchase questions answered
Orders and Shipping
All of our products are freshly made at the time of your order. You can expect to receive your goodies within 5-7 business days from the time your order was placed.
Once your order has shipped, we are unable to restock them. To ensure that products have not been tampered with, all sales are final.
We do not offer exchanges, however, if you received damaged items, please send us a picture of the damaged items via email: returns@koilynaturals.com.
Please ensure that the correct shipping address is provided prior to checkout. We are unable to change the shipping address once the order has been paid for. We make every effort to fulfill and ship orders quickly, so we cannot change or cancel orders once they have been submitted.
Once your order has shipped, you will receive a tracking number via email.
If you have a question, please complete the contact form on this page. You can also request a call from us on any product page. Look for the yellow “Request a call back” button on the bottom of any product page.
We currently ship within the United States and Canada. Unfortunately, we do not ship internationally at this time.
We aim to ship all orders in the same package but sometimes it is necessary for us to ship your items separately. If this is the case, you will receive tracking numbers for all items via email once they have shipped.
If you need to swap an item
Returns and Exchanges
While we are committed to your satisfaction, we regret that we are unable to accept returns or offer exchanges on our products. This policy is in place to ensure the safety and integrity of our items, as we cannot guarantee that they have not been compromised once they leave our facility. Please refer to our Refunds and Returns Policy for more info.
We take full responsibility for any packaging errors that may occur. If you have received the wrong item due to a mistake on our part, we sincerely apologize for the inconvenience caused and are eager to rectify the situation promptly. Our Return Policy explains how to address receiving the wrong item.
In the unfortunate event that your item arrives damaged, we offer a hassle-free refund process. We kindly ask that you follow our guidelines to initiate a refund for your damaged item.
We have 2 ways that you can reach us if you need help:
- You can complete the form below and we will follow up with you within 24-48 hour excluding holidays and weekends.
- You can request a call back by clicking the yellow button at the bottom of any product page. Someone from our team will call you within 24-48 hours excluding holidays and weekends.
We encourage you to carefully review your selected items before placing your order.
Our order fulfillment and shipping systems are optimized for swift and efficient processing. As a result, once an order has been shipped, we are unable to make any changes or cancellations to it.
Our commitment is to get your order on its way to you as soon as possible. This commitment necessitates streamlined processes that allow us to pack and ship orders with great efficiency. While this benefits the majority of our customers by ensuring fast delivery, it also means that we are unable to modify or cancel orders once they have entered the shipping process.
We do allow back orders on products that are sold out. If this is the case, you will be notified via email regarding the anticipated ship date once you have submitted your order.