Frequently asked questions
Can I pay by any other method?
You can pay your purchases by PayPal. Select the appropriate payment method when placing your order. If any of these payment methods are unsuitable, please contact us and we will be happy to discuss other payment options.
What cards do you accept?
We accept payment by Visa, Mastercard, EuroCard, Maestro, Delta, Solo and JCB cards.
When will I be charged?
When you reach the final billing page and press 'Make payment' we will immediately contact your bank/card issuer for authorisation to take payment from your account.
Ordering and promo codes
Is it safe to order online?
We use industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it.
Can I change my order?
Once your order has been placed, we usually start processing it immediately so it's not currently possible for us to change it or cancel it prior to dispatch. Please, enter your details carefully at checkout to ensure all details are correct. If you wish to cancel your order, we will be happy to assist you return your order once you have received it.
My promo code or voucher did not work.
Only one Voucher Code is permitted per order and it must be entered correctly in the Voucher Code box provided at the checkout page. When a Voucher Code requires a minimum spend, the minimum spend excludes delivery fees, taxes, samples, testers and trial size products. If you are experiencing problems when trying to use a voucher code contact us before placing your order as we cannot apply a voucher code after an order has been placed.
Which courier do you use?
We use Royal Mail for our deliveries.
Where do you deliver?
We are currently delivering mainly to the UK addresses. If you would like us to deliver to another destination, please contact us at email@example.com
What are the delivery charges?
FREE for orders over £50 for 2nd class and orders over £100 for 1st class deliveries.
Koti Lifestyle use Royal Mail 1st or 2nd class tracked mail. Usually 2-4 working days to any UK address including Channel Islands and Isle of Man. Allow up to 7 working days for delivery.
What happens if I'm not in when the parcel is delivered?
The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel. If you do not collect your parcel within a specified timeframe (usually 7 days or 3 delivery attempts), the parcel will be returned to us and you will need to arrange with us for a new delivery and pay for the costs incurred in resending the parcel.
Will I have to sign for my delivery?
For security reasons, parcels may require a signature on receipt. If you will not be at home during normal office hours you can provide us with an alternative secure delivery address where someone will be available to sign for your parcel. We are unable to deliver to PO Boxes.
Returns and exchanges
Can I return the goods that I have received?
Koti Lifestyle will your offer a refund on unopened items returned to us within 28 days of receipt provided they are in their original resalable condition. Simply return the item/s to Koti Lifestgyle in their original condition within 28 days of receipt following our Returns procedure. Please see our Return Policy for further information
How do I return my goods?
Do I have to pay for return postage?
If you are returning an item, or items, to us for a refund or an exchange then the cost of returning the item to us is your responsibility.
If the item you received is not what you originally ordered or an item is missing, please, contact us and we will then advise on how to return or received the correct item/s free of charge.
There is a damaged/missing/wrong item in my order.
If an item you ordered is damaged, incorrect or missing, please contact customer service team at firstname.lastname@example.org immediately. Quote your order number, your name and order number, details of the problem and whether you require a refund or a replacement. We will then advise on how to proceed. Damages, defects, missing items or any errors not reported within 7 days of receipt will not be accepted for return. We will make arrangements for a replacement to be delivered free of charge. You will be asked to send back the damaged or wrong item in its original packaging, so please retain the goods.
I need more information about a product.
We include as much information as possible about a product on the product description page itself. Detailed information, like product ingredients or additional information, can be found at the bottom of each page. If you need more detailed information, please contact customer service team quoting the product name and reference, which can be found at the bottom on the product page (e.g. ref: 815). All our products are only available in our website so our team is unable to advise you where else our products can be purchased.
How long is the shelf life of your products?
We keep small amounts of stock to ensure maximum product freshness and we purchase our products directly from authorised distributors to provide you with the latest available stock. Due to the nature of the products we stock, many of them completely free from artificial preservatives, we are only able to guarantee a minimum shelf life of 6 months from purchase, though most of our products will have longer expiry dates than 6 months.
I'm having problems with my basket.
The most common resolution for this problem is to delete the cookies on your PC and try again. To do this please click on the 'Tools' tab at the top of your Internet Browser, then select 'Internet Options'. On the first screen that pops up, select 'Delete Cookies' then click 'OK'. You should then not experience any further basket problems.
Certain customers are having a problem whereby they place an item in their shopping basket, browse the website further and place another item in their basket, but when they return to their basket the first item has disappeared.
If this is happening to you, it may be because you are using the 'back' button on your browser, rather than the links in the website itself. Please try again using the 'continue shopping' button on the basket page and then only click on links within the Koti Lifestyle website. Do not use your 'back' button, or any other button on your browser if you can help it.
If these problems persist please contact our customer service team. We will send you instructions on how enabling cookies.
My discount voucher code is not working.
Before contacting Koti Lifestyle, we recommend that you try to enter your Voucher Code in the appropriate box at Checkout again ensuring that have entered the characters correctly.
If your Voucher Code still does not work, please, contact us.
Koti Lifestyle Services
Can I contact you by phone?
We prefer you to contact us via e-mail. This enables us to respond to all your queries quickly and efficiently. If you need to contact us by phone, please send us a message requesting this and we will give you a call back.