Delivery, Returns & Exchanges

At Koyo, we aim for you to truly enjoy what you wear. If something does not meet your expectations, here is our policy for delivery, exchanges, returns, and refunds:

Delivery

  • Koyo is a made-to-order brand. Our products are produced on customer demand to help minimize overproduction.
  • Our usual delivery time is 7 working days after the order is confirmed.
  • A flat shipping charge of Rs. 200 applies nationwide across Pakistan.
  • For international orders, shipping charges will be shown at checkout. Any applicable duties, taxes, VAT, or customs charges must be paid by the customer.
  • We deliver worldwide, excluding Israel, Russia, Ukraine, India, Belarus, Cuba, North Korea, Syria, and Iran.
  • For delivery-related assistance, you can contact us at 03111108331 or email us at customercare@koyo.pk

 

Exchanges Within Pakistan

Customers can request an exchange once per order, within 7 days of receiving the item.

To be eligible for an exchange, the product must be:

    • Unused
    • Unwashed
    • Unmodified
    • Returned with all original tags intact

    Customers are required to send the item back to the address shared by Koyo.

    *Items purchased on sale cannot be exchanged.

     

    Returns & Refunds Within Pakistan

    Returns and refunds are only applicable in cases where the item received is defective, incorrect, wrong, or missing.

     

    Defective, Incorrect, Wrong or Missing Items

    Defective, incorrect, wrong, or missing items must be reported within the required timeline after delivery:

    • Defective or incorrect items must be reported within 7 days of delivery.
    • Wrong or missing items must be reported within 24 hours of delivery.

    Customers must share their order details along with clear images, videos, or proof of the issue through Instagram, Facebook, or by emailing customercare@koyo.pk

    Returned items must meet the eligibility requirements. They must be unused, unwashed, unmodified, and returned with all original tags intact.

     

    International Orders

    • Exchanges are not offered for international purchases.
    • If an international order contains a defective or incorrect item, customers should report the issue with supporting photos or videos.
    • In most situations, returning the defective item will not be required.
    • A store credit or refund may be provided, based on Koyo’s discretion.
    • International shipping charges, duties, taxes, VAT, and customs charges are non-refundable and remain the customer’s responsibility.

     

    Refund Policy

    • Refunds are not provided in cash.
    • Customers will receive a voucher code that can be used on the Koyo's website.
    • Cash on Delivery orders are not eligible for cash refunds, even in the case of defects. A voucher code will be issued instead.
    • Shipping charges are non-refundable and must be covered by the customer.