SHIPPING & RETURNS

SHIPPING POLICY

At KOVA, we are committed to providing a refined and seamless shopping experience, from the moment you place your order to the moment it arrives at your door.

Please read the following policy carefully before completing your purchase.

SHIPPING

Delivery Times

KOVA offers delivery across the United Kingdom.

Our estimated delivery time is up to 5 days from the date your order is dispatched.

Once your order has been dispatched, you will receive a shipping confirmation email with tracking information, where available.

Please note that delivery times are estimates and may occasionally be affected by circumstances outside KOVA’s control, including courier delays, severe weather, customs procedures or other unforeseen events.

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Shipping Costs

Any applicable shipping charges will be clearly displayed at checkout before you complete your purchase.

The total amount payable, including applicable delivery charges, will be shown before payment is confirmed.

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Order Tracking

Once your order has been dispatched, we will send you a confirmation email containing your tracking information, where available.

You can use the tracking link provided in the email to follow your order’s delivery progress.

If you experience an issue with your tracking information, please contact our Customer Care team.

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Incorrect Delivery Information

Please ensure that your delivery address and contact details are accurate before completing your order.

If you provide an incorrect or incomplete delivery address, KOVA may be unable to redirect or recover the parcel once it has been dispatched.

If you notice an error in your delivery information immediately after placing your order, please contact our Customer Care team as soon as possible.

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Delayed or Missing Orders

While we work carefully to ensure orders are dispatched and delivered within the estimated timeframe, occasional delays may occur due to circumstances beyond our control.

If your order has not arrived within the expected delivery timeframe, please contact our Customer Care team with your order number so we can assist you.

Return Conditions

At KOVA, we believe every purchase should feel considered and every customer experience should reflect the care behind our brand. If you wish to return an item, we ask that the following conditions are met to help ensure a smooth and fair process.

To be eligible for a return, items must be:

Unworn and unused, with no signs of use.
In their original condition, with no marks, stains, damage or unwanted fragrances.
Returned with original tags attached, where applicable.
Returned with original packaging, where applicable.

Items that do not meet these conditions may not qualify for a refund, subject to applicable consumer rights.

For a seamless experience, please contact KOVA Customer Care before sending any item back. Our team will guide you through the appropriate next steps.

At KOVA, your confidence matters to us. We are committed to handling every return request with care, clarity and consideration.

Your Returns Guide.

Return Eligibility

We want you to feel confident when shopping with KOVA.

Eligible items may be returned provided they are:

* Unworn and unused

* In their original condition

* Free from marks, stains, fragrances or damage

* Returned with original tags attached, where applicable

* Returned with original packaging, where applicable

Items that do not meet these conditions may not be eligible for a refund.

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Return Requests

If you wish to return an eligible item, please contact KOVA Customer Care before sending your parcel.

Please include your order number and the reason for your return.

Our Customer Care team will provide the appropriate return instructions.

Please do not send an item back without first contacting us.

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Refunds

Once your returned item has been received and inspected, we will notify you whether your return has been approved.

If approved, the applicable refund will be issued to the original payment method.

Please allow your payment provider additional time to process and display the refund in your account.

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Items That Cannot Be Returned

For hygiene and product-protection reasons, certain items may not be eligible for return.

Any product-specific return restrictions will be communicated on the relevant product page or during the purchase process.

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Damaged or Incorrect Items

If you receive an item that is damaged, defective or different from the item you ordered, please contact KOVA Customer Care as soon as possible.

Please provide your order number and clear photographs of the item and its packaging so that our team can review the issue and assist you appropriately.

CUSTOMER CARE

For questions regarding shipping, returns, refunds or your order, please contact KOVA through the official contact details provided on our website.

When contacting us regarding an existing order, please include your order number whenever possible.

We are committed to providing a thoughtful, professional and attentive customer experience.