Frequently Asked Questions
When will my order ship?
During our production process, everything is made to order to ensure the highest quality and the lowest waste to save our planet. Our pre-orders are therefore made to order and during this time we aim to ship out all of our orders within 6 weeks of ordering.
Once your item has been shipped, you will receive an email notification with the order’s shipping information and tracking details.
If you have any delivery queries, you can contact our delivery partner, whose details will be on the shipping confirmation mentioned above, or alternatively contact firstname.lastname@example.org.
Please note international orders outside of the UK may take slightly longer due to delivery times.
How do I start a return or exchange?
If you would like to return an item, please complete our online form here. We will then review your request and if approved (see the requirements in our returns policy here) will provide you with a shipping label, as well as instructions on how and where to send your package. To return an item please:
- Repack your items
- Use our returns portal and let us know what you want to return and why.
- Select your carrier. Print the label we provide to you at home for shipping. Once you have processed your return in the portal you're ready to post it off! Make sure you keep your proof of postage! You are able to do this from your local Post Office, with any Collect+ store or Hermes Courier.
- Please keep an eye on your return tracking. You'll receive an email once we receive it at Komorebi but please let us know at Support@komorebi.earth if you would like to follow up and we will happily look into this for you.
- Please note returns must be made within 30 days from the date of delivery and our full returns policy can be found here for further information.
How long does a refund or exchange take to process?
We aim to process returns within 7 working days of receiving them. As long as the returned item(s) meet our refund criteria, your refund will be with you up to 10 working days after your return is processed, depending on your card issuer.
How should I care for my Komorebi?
🍃Wash with eco-friendly, biodegradable detergent if you can!