SHIPPING & RETURNS
Koja Hair Orders
We currently ship Koja Hair products to the destinations available at checkout.
Available destinations and shipping options may change as our shipping operations expand.
Shipping costs and available delivery options are calculated based on the destination, order and shipping method selected.
Processing Times
Processing times vary depending on the product.
Any applicable processing timeframe will be displayed on the product page or communicated before your order is confirmed.
Processing time is separate from the carrier's shipping time.
Shipping Delays
Once an order has been handed to the shipping carrier, delivery times are outside of Koja's direct control.
Carrier delays, weather, customs processing and other events may affect delivery.
If your tracking information shows a delay, please contact the carrier first. We will assist where we reasonably can.
Incorrect Shipping Information
Please review your shipping information carefully before completing your order.
If an order is returned to us because an incorrect or incomplete address was provided, additional shipping costs may apply before the order can be sent again.
Lost or Damaged Packages
Please keep your tracking information until your order has been delivered.
If a package is lost, damaged or marked as delivered but cannot be located, contact us as soon as possible.
We may require photographs, tracking information and other details to assist with the carrier's claim process.
Wig Revamp Shipping
If you are sending a wig to Koja Hair Studio for a revamp, tracked shipping is mandatory.
After booking your service, you will receive instructions explaining:
- Where to send your wig
- How to package it
- What shipping method to use
- How to submit your tracking number
- What photos we need before you send the wig
Shipping Your Wig to Koja
The client is responsible for safely packaging and shipping their wig to Koja Hair Studio.
You must retain your tracking information until your wig has been confirmed as received.
Koja is not responsible for a package that has not been delivered to us or for loss or damage occurring while the package is in the carrier's possession, subject to applicable law.
Return Shipping for Revamped Wigs
Return shipping is separate from your revamp service price.
Once your service is complete, we will calculate the applicable return shipping cost based on your destination and shipping requirements.
Return shipping must be paid before your completed wig is shipped.
A tracking number will be provided once your package has been handed to the carrier.
Returns for Hair Products
Because return rights can depend on the product, its condition and applicable consumer law, please review our Refund Policy before purchasing.
Products must be returned in the condition required by the applicable return policy.
Final Sale Items
Any product specifically identified as final sale is not eligible for a voluntary return or exchange except where required by applicable law.
Damaged or Incorrect Orders
If you receive an item that appears damaged or incorrect, contact us as soon as possible with your order number and clear photographs of the item and packaging.
Do not discard the original packaging until we have reviewed the issue.
Revamped Wigs and Returns
A wig that has been serviced by Koja Hair Studio is not treated the same way as a new retail product.
If you believe there is an issue with the service you received, contact us promptly with photographs and details so we can review the situation.
Any remedy will be handled according to the applicable service terms and Quebec consumer law.
Unclaimed Wigs
If a completed wig is not claimed within the applicable period, it may be treated as forgotten property in accordance with Quebec law.
Koja will follow the notice and disposal requirements that apply to property entrusted to us for work or processing.