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Shipping & Returns

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Order processing
Every Koi piece of jewellery is handmade and most of them take about 1-3
business days to be completed. Jewellery that needs to be forged takes about 10 business
days to be finished. Orders are sent by letterbox post so there is no need to stay at home.

Shipping costs
Netherlands - €1,95 regular mail, €3,95 track & trace
International - €2,95 regular mail, track & trace from €8,95

Free shipping
Netherlands – orders above €40 (free track & trace from €75)
Europe – orders above €75 (free track & trace from €150)
Worldwide – orders above €75 (free track & trace from €200)

Delivery time
Netherlands: 1-2 business days
Belgium, Germany & Luxembourg: 3-5 business days
Rest of Europe: 5-8 business days
International: 8-15 business days

This is merely an indication. Are you worried your package might be lost? Please send us an
email at and we will get back to you within a day.

Please make sure your address information is complete! If you made a mistake, please send us
an email or message with your correct information. If we sent it before you notify us, unfortunately
there isn't anything we can do.

You have the right to return your jewellery until after 30 days of receiving it. It would be nice if
you email us in advance (, but it's not strictly necessary. Custom made jewellery
or sale items are non-returnable. If however a mistake is made on our end, please send us an email
or message and we will fix it.

You can return/exchange your jewellery in these cases:
- your jewellery is flawed or arrived broken
- it isn’t a custom made piece (check the item description what the standard size is)
- it is undamaged and unworn
- it is not a sale item (this will be mentioned in the product description of the piece if it's a sale item)
- your item is clean and free of hair/other bodily things – Koi reserves the right to
refuse returned items.

Earrings cannot be returned for hygienic purposes.
Shipping costs are the customer’s expense.

Return instructions
- Return the jewellery in the original packaging. If you don't have it anymore, please make sure it's
packed securely so your item doesn't tangle, can't get damaged during transit, or get lost.
- Include a note with your name, return address, order number, and in case of an exchange
please say which size/length you would like instead.

You can send your item to the following address:
Koi Atelier
Smitstraat 42
1092 XT Amsterdam

Your money will be refunded to the same account from which you paid the order. It may
take up to 3-8 business days to process and get your money back in your account, depending
on your payment method.

Jewellery guarantee
The quality of our jewellery is extremely important to us. If your piece breaks within 6
months of receiving it, we will repair it for free! Discoloration due to lack of care will not
fall under our guarantee (even though the materials we use are extremely durable).
If your jewellery breaks and gets lost, unfortunately we can’t replace it for free.