Shipping, Order Tracking & Delivery

Frequently asked questions

Last Updated on October 03, 2023

How can I track the status of my order?

We usually ship out all orders we have received in 2 working days. At the time of shipping the order, you will receive a notification on registered email and contact number from us with details of the delivery partner and tracking ID, these can be used to track your order. In addition, you can also track the status of your order here: https://kojiesan.in/order-tracking/

Where is my order number?

Your order number can be found at the top of the email confirmation and the confirmation message you received at the time of purchase.

Will someone call me before delivering the order?

We work with leading shipping partners in India to assure that your delivery experience is great! Our courier partner will send a text message once your order is out for delivery. You will receive a call from the delivery person before they reach the delivery address.

How are items packaged?

We package all our products in 3 Ply Corrugated boxes. Inside box, products are wrapped in bubble to ensure safety and intact product during transit.

We pride ourselves on the quality of our packaging. Till date, we have received minimal complaints about damaged products due to our packaging.

Are there any shipping charges applicable to my order?

Your delivery charges will be displayed during the checkout process.

Order Value	Delivery Charges	Cash on Delivery Fee
Up to Rs.499	Rs. 29	Rs. 49
Above Rs.499	Rs. 0	Rs. 49

Convenience Fee is non-refundable in case you choose to return or cancel the order

How much time does it take to dispatch my order?

Your order would be dispatched within 2 working days of the order being placed. You will receive a tracking link via email and SMS once the order has been dispatched.
“Please also note that the above timelines are based on estimates provided by our delivery partners and any unforeseen situations might cause delays”

Can I collect my order In-Store?

No. Currently, we do not offer an In-Store pick up service. All online purchases will be shipped directly to your address.

Why is the 'Cash on Delivery payment mode not available at my location?

Availability of the ‘Cash on Delivery payment mode depends on the courier services delivering to your location. Courier service providers also have limits on the amount you can pay through cash on delivery based on the destination and your order could have exceeded this limit.You will also get the exiting more benefits for the prepaid orders.

Why can't I pay by cash-on-delivery?

The cash-on-delivery (COD) payment method may be currently unavailable for your Kojie.san account because:

Within the last 90 days, you have rejected COD packages delivered to you 2 times or more.

Suspicious activity was observed when you made an order with COD payment. Contact Kojie.san Customer if you’re not sure why this happened.

In the meanwhile, you can still pay for your order with
– Debit and Credit Cards
– Net banking
– Wallets
– UPI

other payment methods.

My package shows as delivered but I can't find it, what should I do?

If your tracking information shows that your package was delivered, but you can’t find it:
Check your phone for any notifications about attempted delivery.
See if any of your neighbors/friends/relatives/house owners/security guards have collected your product on your behalf.In the unlikely event of you still not being able to locate your item, please contact us within 24 hours of delivery and we will be happy to help. Please note we won’t be able to consider the concern after 24 hours of delivery and if it is OTP verified delivery.

Items are missing from my order, what should I do?

Please note that all our dispatches are made from a fully automated digitized warehouse which ensures that such instances do not happen. However, in the unfortunate event that this happens, we would request you to please reach out to us within 24 hours of delivery on any of the support channels(Call/Email) with unpacking video and we would be delighted to help you. We will be doing an in-depth investigation and would require 5-7 working days for the same. Your patience would be greatly appreciated in this regard.

What happens if my shipment does not get delivered on time?

In case the order does not get delivered within 7-10 working days, you can write to us at care@kojiesan.in . We will do our best to get it delivered for you at the earliest.

My order status says “RTO” - what does this mean?

RTO stands for Return to Origin. For all orders that are shipped from our side, our delivery partners make a maximum of 3 delivery attempts. Your order will be marked as undelivered by our shipping partner only for the below reasons;
■ Delivery partners are unable to contact you.
■ They are unable to locate your address.
■ You have registered an incorrect phone number or provided the wrong delivery address.
■ Pincode is incorrect, etc.
Keep in mind, as soon as the first delivery attempt fails, our shipping partners will contact you to reschedule the delivery. However, if in the next 2 attempts as well, the delivery partner still fails to deliver for the above-mentioned reasons, then the order shall be sent back to us and marked as RTO.
To prevent this from happening, we request that you answer calls from delivery partners and in case the order is undelivered on the first attempt, please respond to the delivery partner messages to reschedule the delivery.
If it so happens that your order has been RTO’ed without the proper attempts, you can reach out to us on any of the support channels(Call/Email) and we will be glad to help you further to ensure you receive your order.

Does Kojie.san have an authenticity QR code?

No, Kojie San does not have an official seal or authenticity QR code. Any such claims are incorrect and misleading.

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