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Orders
Can I cancel or change my order after it’s been placed?
Once an order is placed, it cannot be canceled. However, if you need to make changes (e.g., size, colour, or address), please email us at orders@kotomi.com.au as soon as possible with your order number and details of your change request. We’ll do our best to accommodate your request before the order is dispatched.
What if I entered the wrong shipping address?
Contact us immediately at orders@kotomi.com.au with your order number and correct address details. If your order hasn’t been dispatched, we’ll update it. Unfortunately, we cannot change the address once the order has been processed by our dispatch team.
Why isn’t my discount code working?
Please check the terms and conditions of the code. Returning customer codes, for example, can only be used once per customer. If you’re still having issues, feel free to contact us for assistance.
What should I do if I received the wrong item(s)?
Please take a photo of the incorrect item(s) and email us at orders@kotomi.com.au within 7 days of delivery. We’ll resolve the issue promptly.
What if I accidentally ordered duplicate items?
If you’ve ordered the same item more than once, email us at orders@kotomi.com.au to request a return and refund. Please note that refunds will incur an 8% payment processor fee.
The product I want is out of stock. When will it be available?
If your desired item is out of stock, you can sign up for restock notifications directly on the product page. Simply select the size/colour you’re interested in and click "Notify me when back in stock", and we’ll notify you as soon as it’s back in stock.Please note that items on permanent sale will not be restocked. For all other items, feel free to contact us at orders@kotomi.com.au, and we’ll provide an estimated restock date.