Frequently Asked Questions

Orders & Shipping

How long does delivery take?

Standard delivery typically takes 5–8 business days within Australia. Express options may be available at checkout depending on your location.

Do you offer free shipping?

Yes! We offer free standard shipping on orders over a certain threshold. Check the banner at the top of our store for the current offer.

Can I track my order?

Absolutely. Once your order is dispatched, you'll receive a confirmation email with a tracking link so you can follow your parcel every step of the way.

Do you ship internationally?

We currently ship within Australia. International shipping options are coming soon — stay tuned!

Returns & Refunds

What is your return policy?

We accept returns within 30 days of delivery. Items must be unused, in original packaging. Please visit our Returns Policy page for full details.

How do I start a return?

Contact us at support@koxely.com with your order number and reason for return. Our team will guide you through the process.

When will I receive my refund?

Refunds are processed within 5–7 business days after we receive the returned item. You'll be notified by email once it's been issued.

Products

Are your products genuine?

Yes. We only stock authentic, quality products from reputable suppliers. Your satisfaction and trust are our priority.

Can I request a product that's not in your store?

We're always expanding our range! Reach out via our Contact page and we'll do our best to source what you're looking for.

Account & Payments

What payment methods do you accept?

We accept all major credit and debit cards, PayPal, and other payment options available at checkout.

Is my payment information secure?

Yes. All transactions are processed through Shopify's secure, encrypted payment system. We never store your card details.

Do I need an account to shop?

No, you can check out as a guest. However, creating an account lets you track orders, save addresses, and enjoy a faster checkout experience.