Frequently Asked Questions
Shipping & Delivery
How long does it take to receive my order?
Shipping times are as follows (outside of Black Friday and Christmas periods):
- France: 2 to 5 business days with La Poste (24h with Chronopost)
- Belgium: 4 to 7 days with Bpost (48-72h with Chronopost)
- Switzerland: 3 to 7 days with Swiss Post
- Canada and USA: 5 to 9 days with Canada Post and UPS
- United Kingdom: 3 to 6 days with Royal Mail
- Singapore: 3 to 5 days with SingPost
- Other countries: 5 to 12 days
How much does shipping cost?
- France: Free shipping from €39
- Belgium: Free shipping from €49
- Switzerland: Free shipping from €49
- Canada and Australia: Free shipping from $80
- USA: Free shipping from $60
- Singapore: Free shipping from $70
- United Kingdom: Free shipping from £49
Below these thresholds, shipping fees are: - €4.90 for France
- €4.90 for Belgium
- CAD$7.90 for Canada
- USD$4.90 for USA
- £4.90 for United Kingdom
- SGD$3.99 for Singapore
- AUD$7.99 for Australia
Where is my order shipped from?
We ship from our warehouse in France, and outside of France we only work with local premium delivery partners.
How do I track my order?
Nothing could be simpler! You will receive several emails to keep you informed of your delivery's progress. You can also track all the details by clicking here.
What happens if I'm not home to receive my jewelry?
Don't worry, your satisfaction is our priority.
Our package is small enough to fit in your mailbox. We ship in reinforced 11×16 cm envelopes.
Are there customs fees?
We ship from our warehouse in the Île-de-France region and send worldwide using DDP (Delivery Duty Paid). Orders to the UK, USA, 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 reply within two business days, you can also message us on Instagram. Outstanding customer service is our priority — we'll always try to answer you as quickly as possible.
I gave the wrong address. What should I do?
If your order hasn't shipped yet, please contact us at support@kossdesign.com as quickly as possible so we can update your delivery information.
Do you do dropshipping?
No, we do not dropship. All our jewelry is made by our workshop and shipped from our warehouse in France.
Returns & Exchanges
I love my jewelry, but the size doesn't fit me
You have 30 days to request a size change. Simply email us at support@kossdesign.com stating the size you need. We guarantee a reply within 24 hours, because your satisfaction is our priority.
I don't like my jewelry, I'd like a refund
Upon receipt of your order, you have 30 days to change your mind. If you don't like the piece, you can request store credit or a refund by contacting us at support@kossdesign.com. Your satisfaction is our priority.
My jewelry is damaged, I'd like a refund
We're sorry for the inconvenience. The piece was probably damaged in transit! Please take a photo clearly showing the damaged item and send it to support@kossdesign.com.
If our team validates the request, we'll send you a new piece free of charge.
What is the return process?
Upon receipt of your order, you have 30 days to change your mind. If you don't like the piece, you can request store credit or a refund by contacting us at support@kossdesign.com. Your satisfaction is our priority.
Payment & Security
Is your site secure?
Our site is 100% secure. We protect your data with an HTTPS server with SSL certificate (green padlock to the left of the URL). Most sites only secure banking transactions and order processing. On KossDesign, your data transfers and login information are secured and cannot be hacked or targeted by malware. For payment, we use PayPal, Stripe and Mollie — the benchmarks for online transaction security. You can shop with total peace of mind.
What payment methods do you accept?
You can pay with your credit card or via your PayPal account. We do not accept checks, wire transfers or cash on delivery.
You can also pay in 3 interest-free installments with our partner Klarna.
I can't place my order
It happens, don't worry. If your payment didn't go through, you can use another credit card or another payment method like PayPal or Klarna.
Feel free to contact us at support@kossdesign.com and we'll help you.
How do I enter a discount code?
You can enter a discount code at checkout, just before payment (last step of the order process). If the discount code doesn't work, feel free to contact us at support@kossdesign.com.
Forgot to enter a discount code? Feel free to email us.
Our Jewelry
What materials are used to make your jewelry?
We exclusively use authentic beads from Japan. All our beads are Miyuki certified, guaranteeing their authenticity and Japanese origin.
How do I know my size?
You can find out how to measure your wrist here
How do I see bracelet sizes?
We have bracelets that are fully adjustable (indicated on the product page) and others in specific sizes (also indicated on the product page).
How are the jewels packaged?
Each piece is packaged in a satin pouch, along with a Koss Design thank-you card.
I received the wrong item
Please contact us at support@kossdesign.com quoting your order number. We'll help you as quickly as possible.
How do I care for my jewelry?
To preserve the beauty of your Koss Design jewelry, avoid contact with perfumes, cosmetics, chemicals and chlorinated water. Remove pieces before sleep, showering or sports. Store them away from light and moisture, preferably in their original satin pouch.
Can I wear my jewelry in the shower or while swimming?
No, we advise against wearing your jewelry in the shower, pool, jacuzzi or sea. Water, chlorine, salt and chemicals can dull the thread and beads, and tarnish finishes over time.
Is your jewelry hypoallergenic?
Our authentic Miyuki beads are glass and naturally hypoallergenic, perfect for sensitive skin. Our elastic threads and cords are also suited to reactive skin. If you have a specific metal allergy, feel free to contact us at support@kossdesign.com before ordering.
What is your warranty policy?
We offer a 30-day warranty on all our jewelry. If your piece has a manufacturing defect or arrives damaged, contact us at support@kossdesign.com with photos and we'll send you a free replacement. See our full return policy for details.
