Can I cancel or change my order?Updated 12 hours ago

Cancel window

60 minutes

From when the order is placed.

Address edit window

60 minutes

Same as cancel window.

After 60 minutes

AusPost redirect

Via AusPost account once tracking is live.

For Australian orders, customers have a 60-minute self-service cancellation window after checkout. Use the cancellation flow on the Koh Help Centre to submit the cancellation, you don't need to contact our team. After 60 minutes, the order moves into the warehouse pick-and-pack system, which is highly automated, and there is no way to pause or cancel the order from that point. The 60-minute window is intentional and gives customers time to catch typos, change their mind, or fix recipient details before the order ships.

Within the first 60 minutes after placing your order, you can update the shipping address by logging into your Koh account at account.koh.com/orders and editing the order directly. This option only works if you placed the order while logged into a Koh account, guest checkouts can't self-edit. After 60 minutes, the address is locked at the warehouse end. You can still redirect the parcel through Australia Post once your tracking number is live, see the next section for how. If a parcel is sent to the wrong address and can't be delivered, it will be returned to the Koh warehouse and a refund processed once received.

If 60 minutes has passed and you still need to redirect the parcel, you can do this through Australia Post once your tracking number is live (usually within 12 hours of dispatch). When your AusPost tracking email arrives, select the Manage Delivery option to redirect the parcel to a different address, hold for collection, or redirect to a Parcel Locker. You will need an AusPost account to do this, you can create one for free using the email address from your Koh order. The AusPost app is the easiest way to manage redirects and receive real-time delivery updates. There is one important condition: the address the parcel is currently being sent to (the one you want to change) must still be listed in your AusPost account for the redirect to work. If a parcel is sent to the wrong address and can't be delivered, AusPost returns it to the Koh warehouse and Koh processes a refund once received.