My promo code or gift card isn't working at checkoutUpdated 11 hours ago

Most promo code issues at the Koh checkout come down to a few common causes. First, extra spaces from copy-pasting can break a code, hidden formatting characters get included along with the code itself. Type the code manually instead of pasting. Second, codes are often tied to a specific account, the email or phone number we sent them to. If you're logged in with a different account, the code won't apply. Third, codes have conditions, expiry date, minimum spend, product eligibility, first-order only, or one-use-per-customer. If the code has expired or your cart doesn't meet the conditions, the code won't apply. Working through these three checks fixes most code issues.

The most common conditions that prevent a Koh promo code from applying at checkout are: minimum spend not reached (your cart total is below the threshold the code requires), product exclusions (the code only works on specific products or collections, not your current cart contents), first-order only (the code is for new customers and you've ordered before), one-use-per-customer (you've already redeemed this code), not stackable with other discounts (you have another discount already applied), expired (the promotion window has ended), and Subscribe & Save exclusion (most promo codes don't apply to subscription orders). The terms attached to your code are usually in the email, SMS, or page where you got the code, check there for the specific conditions.

For Koh gift cards and eGift cards, the same general troubleshooting applies (type the code manually, no extra spaces, check the right account), plus a few card-specific checks. First, gift card codes are case-sensitive and usually contain both letters and numbers, double-check character-by-character that you've entered it correctly, especially around easily-confused characters like 0 and O, or 1 and l. Second, gift cards have a balance, if you've used part of the card already, the remaining balance might be less than your cart total. The card will apply but won't cover the full purchase. Third, gift cards don't expire under Australian Consumer Law (3-year minimum), but if you received an eGift card and can't find the email, check our article on eGift card delivery issues. If none of these resolve it, contact our team with the gift card code and a screenshot of the checkout error.

If you've typed the code manually, logged in with the right account, reviewed the conditions, and (for gift cards) double-checked character-by-character and the balance, and the code still won't apply, contact our team. Send a screenshot of the checkout error plus the code and a note about where you got it. The team can investigate, confirm the code's status, issue a replacement code if appropriate, or apply the discount manually if the issue is on our end.