Frequently Asked Questions (FAQs)
What can I do if I’m having trouble placing an order online?
You can place an order through our Social Media channels. Here are your options:
Will my online order be confirmed after purchase?
Yes, we will send an order confirmation email within 24 hours of your purchase.
What are the available payment options?
We accept bank transfer through ATM, mobile banking, or internet banking to Koze Furniture Corporate Bank Account. We also accept Credit Cards at check out when place an order online.
Do you accept Cash on Delivery?
No, sorry! We do not accept cash on delivery payment at the moment.
Are the prices and special offers on kozefurniture.com also available in stores?
Most offers and promotions online will be different than available in stores. Please contact your local store directly for details.
- What can I do if I’m having trouble placing an order online?
How long will it take for my order to ship?
Items usually take 10-15 days to ship from the date of purchase.
How much does shipping cost? Do you ship internationally?
For orders placed online, shipping is FREE in the Bangkok Metropolitan, Thailand and only 500THB per order for shipping addresses outside the Bangkok Metropolitan.
For international countries, please contact us directly for a shipping quote. Please note: Depending on where you live, duty, taxes, and other charges may apply. These charges are NOT included in the shipping quote we provide you.
How will my Koze Cushions and Footkush be shipped to me?
Your Koze Cushions will be shrunken and shipped in a 50*100*50 cm duffel. Duffels are for shipping purposes only and may get dirty in transit. Koze Covers and KozeFootkush will be shipped separately and may not arrive at the same time.
I have a question about my order that is in transit.
Please contact us directly at email@example.com or our Social Media channels.
- How long will it take for my order to ship?
Does my Koze Cushion requires setup upon arrival?
Only in 3-easy steps. A simple instruction manual is included upon delivery.
How long will my Koze Cushion last?
Koze Cushion is made to last for several years. We also offer a free-of-charge warranty service to make sure that all our products deliver what we promised.
How much weight does my Koze Cushion supports?
Koze Cushions are able to support upwards of 150 kilograms.
Do I need to buy a separate cover for my Koze Cushion?
Not initially, one Koze Cushion cover of choice is included when you make a purchase. Additionally, we intend to offer and sell more collections of cover designs in the future to provide a better relaxing and enjoying experience.
How do I wash my Koze Cushion cover?
First, check the tag on your cover to understand the correct method for cleaning. If you can’t find a tag, visit our fabric guide for care instructions. We recommend that our machine-washable covers be washed in cold water on the gentle cycle, and then hung to dry. Please follow the instructions on the tag carefully.
What is my Koze Cushion lining fabric made from?
Koze lining fabric is made from durable polyester, chosen for its breathability and strength-to-weight ratio.
How do I clean the lining fabric?
We do not recommend to unzip or remove the lining fabric. Instead, just spot treat any dirt or stains and allow it to air dry.
- Does my Koze Cushion requires setup upon arrival?
How do I register my products and/or activate my warranty?
Upon delivery of products, you will receive a warranty and a receipt. Please register your products to activate the warranty. using the warranty code (found on warranty card) and the purchased date (found on the receipt). You must activate the warranty within 60 days from the purchased date.
How do I submit a warranty claim if my Koze Cushion seems flat?
First, make sure your Koze Cushion is fluffed up properly. If your Koze Cushion is still not fluffed up enough, please do the following and we will help make it cozy again.
1. Send us an email with the subject line “Warranty.”
2. Attach 3 photos of your flattened Koze Cushion.
3. Include the Warranty Code (found on warranty card). If you don’t have access to it, please put the full name registered on the receipt.
4. Tell us briefly what happened or about the issue(s).
5. We will get back to you within 5-7 business days.
What is the warranty policy for Koze Cushions?
Air Cushion series has a 2-year warranty from the date of purchase. Cloud Cushion series has a 3-year warranty from the date of purchase. Warranty policy applies only to the foam fillings and against all manufacturer defects. Warranty policy does not apply to failures stemming from use, abuse, or excessive wear. The products must be registered and the warranty card or receipt is required for all warranty claims. Products used for commercial purposes are not covered under warranty.
What is the warranty policy for Koze Cushion covers and linings?
Warranty policy does not apply from any usage except for all manufacturer defects.
- How do I register my products and/or activate my warranty?
Refunds, Returns and Cancellation
What is the returns and refunds policy?
Any new, undamaged, or unused products can be returned for a full refund within 30 from the day of delivery.
Returns must be properly and safely packaged to ensure all products arrive in new condition. Returns that are improperly packaged may cause damage to the item. If the item (including the cover) is opened or damaged, we will not be able to offer a full credit for your order.
1. Replacement products are eligible only for exchange (if defective), and are not eligible for refund unless they arrive defective.
2. Any shipping and/or delivery fees are non-refundable.
3. Promotional products cannot be returned or exchanged.
What is the cancellation policy?
Cancellation of order must be made within 3 from the purchase date. However our returns and refunds policy are hassles-free, we got you covered.
- What is the returns and refunds policy?
Do you have any stores or showroom?
Yes. We do have local stores for you to visit in Thailand. Please visit us here.
- Do you have any stores or showroom?