I haven't heard back from Koh support, what now?Updated 13 hours ago

Koh's customer support team works Monday to Friday, 9am to 5pm Sydney time (AEST/AEDT), and is closed on weekends and major Australian public holidays. Most tickets get a reply within 1 to 2 business days. If it's been longer than 2 business days and you haven't heard from us, first check your spam, junk, or promotions folder, our reply may have landed there. If it's not in spam, reply to your original confirmation email rather than submitting a new ticket, that bumps your case in the queue and keeps the full thread together. Submitting a second ticket actually slows things down because it splits your conversation across two cases.

If it's been more than 2 business days and you haven't heard from us, work through these in order. First, check your spam, junk, and promotions folders, our reply may have been filtered there, particularly if it's the first email we've sent your account. Second, reply to your original confirmation email rather than submitting a new ticket. This bumps your case to the top of the queue and keeps the full thread together, which is faster than starting fresh. Submitting a second ticket actually slows things down because the team has to merge or close one of them before responding. Third, if your confirmation email never arrived, that's a sign your original ticket may not have come through, contact us again with as much detail as possible.

A few things can push reply times beyond the 1 to 2 business day window. Peak periods like sales events and major product launches increase ticket volume across the team. Missing details in your original ticket (no order number, no photos for a damage claim, no device info for a tech issue) add back-and-forth time as we ask for them. Requests that need external verification, like warehouse stock checks or manufacturer warranty confirmation, take longer because we're waiting on a third party. And submitting multiple tickets for the same issue actually slows things down rather than speeding them up.

Yes. ROS-E, Koh's digital assistant, is available 24/7 and can answer most questions immediately using our help-centre articles, product information, and account data. ROS-E handles things like order tracking, subscription changes, product use questions, refund eligibility, and most policy questions without needing to wait for the human team. If ROS-E can't fully resolve your case, it'll hand the conversation to the team during business hours with full context, so you don't have to repeat yourself.