Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Once your order is processed and shipped, delivery times depend on your location:
- Domestic Orders (within the US): Typically 3-7 business days.
- International Orders: Delivery may take 7-21 business days, depending on the destination country and customs processing.
You’ll receive a tracking number once your order has shipped, so you can track its progress.
Creating an account with KOTLIE is simple:
- Visit our Sign Up page.
- Fill in your name, email address, and create a password.
- Click “Create Account” to complete the process. With an account, you can easily track orders, save shipping details, and receive special offers.
If you need to change the shipping address after placing your order, please contact us immediately at contact@kotlie.net. We can update your address as long as the order has not been processed or shipped.
You can track your order by following these steps:
- After your order has been shipped, you’ll receive an email with a tracking number and a link to track your package.
- Visit our Order Tracking page (if available) or enter your tracking number on the carrier’s website (e.g., UPS, FedEx, etc.).
If you have any issues, feel free to reach out to our customer service team at contact@kotlie.net.
At KOTLIE, we prioritize your privacy and security. We do not store your credit card information. All payments are processed through secure third-party payment gateways, and we do not have access to your full payment details.
Sales tax is applied based on your shipping address and the applicable tax rates in your region. During the checkout process, you will see the total cost, including any applicable sales tax.
We offer international shipping to many countries worldwide. To check if we ship to your location, simply proceed to checkout, and enter your shipping address. If your country is not listed, please contact us at contact@kotlie.net, and we’ll do our best to assist you.
We aim to ship your items together in one package. However, depending on the size of your order and the availability of stock, your items may be shipped separately. You’ll receive tracking information for each package if your order is split into multiple shipments.
If you need to swap an item
Returns and Exchanges
We want you to be fully satisfied with your purchase. If you need to return an item, please review our Refund and Returns Policy. In general:
- You can return unused items within 30 days of delivery.
- The product must be in its original condition and packaging.
- Return shipping is at the customer’s expense unless the item is defective or damaged.
For more details, please visit our Returns Policy page or contact our support team at contact@kotlie.net.
We apologize for any inconvenience caused! If you received the wrong item, please contact us immediately at contact@kotlie.net. Provide your order number, the incorrect item you received, and details about what you ordered. We will arrange for a return and send you the correct item as soon as possible.
If your order arrived damaged, please contact us right away at contact@kotlie.net. Provide your order number and photos of the damaged item(s). We will work with you to resolve the issue, either by sending a replacement or issuing a full refund, including return shipping costs if applicable.
Once you’ve received a Return Authorization (RA) number from our customer service team, please mail your return to the address provided with your RA instructions. Ensure that the item is securely packed to avoid damage during transit.
Our customer support team is here to assist you with any questions or issues. You can reach us by:
- Email: contact@kotlie.net
We strive to respond to all inquiries within 1-2 business days.
If you realized that you entered an incorrect shipping address after placing your order, please contact us as soon as possible at contact@kotlie.net. If your order hasn’t been processed or shipped yet, we can update your shipping address. Once the order is in transit, we may not be able to change the address, but we will assist you in tracking down the package.
If you need to change or cancel your order, please contact us immediately at contact@kotlie.net. If your order has not yet been processed or shipped, we will do our best to accommodate your request. Once the order has been shipped, it cannot be canceled or changed, but you can follow our returns process if needed.
Currently, we do not offer pre-orders for out-of-stock items. However, you can sign up for notifications on the product page to receive an alert when the item becomes available again. Alternatively, feel free to contact us at contact@kotlie.net for any specific requests, and we’ll help you find a solution.