Nexus

When will my order arrive?

Once your order has been dispatched, you’ll receive shipping information to help you track your delivery. If your order has not arrived within 7 days of dispatch, please contact us for assistance. 

What should I do if my package arrives damaged?

Please inspect your package upon delivery. If it appears damaged, tampered with, or has a broken seal, please refuse the delivery and contact us immediately.

For defective, damaged, or incorrect products, please contact us within 24 hours of delivery with your order number, photographs, and a brief description of the issue.

Can I exchange my order?

Exchange requests must be made within 7 days of delivery. Items must be unused, unwashed, uncut, unaltered, and returned with their original packaging, labels, and invoice. All exchanges are subject to inspection and approval.

Can I exchange cut-to-measure fabric?

Fabrics cut to your requested length, as well as customized or bespoke products, are non-exchangeable, unless they are defective, damaged, or incorrect.

Minor variations in color, texture, weave, or measurement are inherent to textile products and do not qualify as defects.

Are sale items exchangeable?

Discounted or sale items, along with used, washed, altered, or damaged products, are not eligible for exchange.

How do I return an item?

Please contact Kohi Home Customer Care and obtain exchange authorization before sending anything back. Returns sent without prior approval may not be accepted.

For approved exchanges due to a defective or incorrect product, Kohi Home will cover the return shipping cost. For other exchanges, return shipping is the customer's responsibility.

Do you offer refunds?

We do not generally offer cash refunds. In exceptional circumstances, store credit may be issued, subject to our approval and applicable validity period.

What about international orders?

For international orders, customers are responsible for return shipping and customs charges unless the product received is defective or incorrect.