Frequently Asked Questions

Koy cares about our customers and we want to help you in any way possible.

If you can't find the answer you are looking for, contact us via chat to us on Live Chat located at the bottom of your screen during business hours Monday to Friday from 9am to 5:00pm PST or feel free to email us at Koy Support. We are always happy to help.

*Please note there may be minor delays on both processing & shipping delays, due to COVID

For shipping prices please click here.
Shipping charges within Canada via UPS.
TRACKING
We mainly ship via UPS. You will receive a tracking email from us when your package ships.
SHIPPING TO PO BOXES
Unfortunately, we cannot ship to PO boxes.
INTERNATIONAL ORDERS
Koy Resort presently only ships in Canada and the USA. PAYMENT METHODS
The following payment methods are accepted for all orders:
• Visa
• Mastercard
• American Express
SHIPPING RATE
International shipping rates are calculated based on a number of factors including number of items you're purchasing, the weight of the item, and the destination country/region. International shipping will be calculated during checkout by UPS.
SPLIT SHIPMENTS
Unfortunately we do not support split shipments for international orders. If we cannot fulfill an item on your order, our customer service team will contact you.
DELIVERY ESTIMATES
Most in-stock items generally arrive within 5-7 business days after your order has been received. ("Business days" means Monday-Friday, excluding Canadian holidays)
For International orders please note: Although we try our best to deliver your items during the estimated timeframe, delivery dates are not guaranteed due to customs.

Payments can be made online using the following credit cards:
Visa
Mastercard
American Express

SALES TAX
Applicable sales tax or GST / HST will be charged on total merchandise, not including shipping and handling fees, for orders shipped within Canada.
Here are the applicable sales taxes when buying from Koy Resort on Canadian shipments:
British Columbia – 7% PST / 5% GST
Ontario– 13% HST
New Brunswick, Newfoundland/Labrador – 15% HST
Nova Scotia, Prince Edward Island - 15% HST
Alberta, Northwest Territories, Yukon and Nunavut – 5% GST
Saskatchewan – 5% PST / 5% GST
Manitoba – 8% PST / 5% GST
Québec – 9.975% PST / 5% GST
CREDIT CARD CHARGES
We will charge your credit card when the order is placed.
SPLIT SHIPMENT
Unfortunately we do not support split shipments for international orders. If we cannot fulfill an item on your order, our customer service team will contact you.
ORDER PROCESSING
Orders placed before 2pm EST, excluding weekends and holidays, of in stock items typically ship the same day from our warehouse in Vancouver, Canada. Items listed as pre-order or back-ordered will be shipped as soon as the items are available. Occasionally, due to popular demand, an item designated as in stock may in fact be out of stock at the time that you place your order. In such instances, we will notify you and will ship your order as soon as the item is available.

We will gladly refund your online purchase, other than items designated as "on sale", within 21 days as long as the items are in saleable condition with the tags attached. Credits will be issued based on original payment method, excluding any applicable shipping charges.

SALE ITEMS
ALL "SALE ITEMS“ PURCHASED ONLINE ARE FINAL SALE
ONLINE PURCHASES
* We will gladly refund your online purchase, other than items designated as "on sale," within 21 days of purchase date as long as the items are in saleable condition with all tags attached.
* The product must be unworn, unwashed, in its original condition and packaging, with all tags and hygienic protection liner still attached
* Items with makeup marks, no hygienic liners, removed tags or in otherwise unsalable condition may be rejected.
* To return items purchased online, send the items with your return form with a brief explanation to the address listed below. For your convenience, we include a UPS return shipping label in all packages shipping within Canada. When using our UPS return label, drop off at a UPS drop box, or schedule a pickup (additional fees may apply). If you repurchase a new item we will refund your return shipping fee.
*Credits will be issued in the original payment method, excluding any applicable shipping charges. Returns are typically processed within 3 business days of receipt.
* If you do not use “Koy Resort” shipping label, we recommend that you request a tracking number and delivery confirmation from your shipping provider to ensure the proper delivery of your return.
We cannot issue refunds for lost and unconfirmed return shipments.
Online Merchandise
Returns:
Koy Resort
1456 E. Pender Street,
Vancouver, British Columbia
V5L 1V8

If you need a different size or colour of a purchased item, or a new item all together, then please return the item you do not want for a full refund under the 21-day return guidelines and place a new order for the desired item.

Items listed as pre-order or back-ordered will be shipped as soon as the items are available.
Occasionally, due to popular demand, an item designated as in stock may in fact be out of stock at the time that you place your order. In such instances, we will notify you and will ship your order as soon as the item is available.

HOW TO REDEEM
Gift cards are automatically emailed to you once purchased - issuing a unique code to the email address to input at check out. If you partially use the gift certificate in one transaction, the remaining balance will be automatically updated and available via the same code. Gift cards can be used at the same as a discount code during checkout.
EXPIRY
Gift cards do not expire and can be used at anytime.
RETURNING ITEMS PURCHASED USING A GIFT CARD
If you purchased any items using a gift certificate but return this item, the refund will be credited back to the gift card of the full value of the item (minus shipping).
LOST GIFT CARD
If you loose your gift card code you must provide the full name on the purchase, the initial amount purchased, the date purchased & expiry date.

We have a fun and exciting program for anyone who would like to become a part of our Koy Community APPLY HERE

We would love to have you sell our brand! Please contact us, and fill out this form for inquiries.

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