Returns and Exchanges

We hope you love your purchase. Every piece is carefully inspected and securely packaged before dispatch. However, in the unlikely event that your jewelry arrives broken or physically damaged, we’re here to help.

Return Eligibility

Returns are accepted only if the product is received broken or physically damaged at the time of delivery.

To be eligible for a return, your request must meet the following conditions:

The damage must be reported to us in writing within 48 hours of delivery via email or Instagram DM.
A complete, uninterrupted unboxing video is mandatory, starting from the sealed package and continuing until the product is fully unpacked.
The video must clearly show the original packaging, its condition upon arrival, and the broken or damaged product.
The unboxing video must be submitted along with your return request as proof of damage.

Non-Returnable Items

Products that are not reported within 48 hours of delivery.
Products without a complete and uninterrupted unboxing video.
Products damaged after delivery due to mishandling, improper use, or wear and tear.

Returns or exchanges requested due to personal preference, change of mind, or dissatisfaction with the product.

Exchange Policy

We want you to be happy with your Kossa purchase. If your jewelry arrives broken or physically damaged, we're happy to help with an exchange.

Please report the damage within 48 hours of delivery.
A complete, uninterrupted unboxing video is required to help us verify the damage.
Once approved, we will arrange an exchange for the same product, subject to availability.
If the same product is unavailable, we will provide store credit for the equivalent amount. You can use this credit to choose another piece from our website.
Store credit can be used towards future purchases on Kossa and cannot be transferred to a bank account or refunded to the original payment method.

Please note that we are unable to offer exchanges for changes in personal preference or change of mind.