FAQs
PRODUCT FAQs
Your questions, warmly answered.
What materials are your products made of?
At KOOZI, we believe beauty starts with the right foundation. Our collections are crafted using natural, sustainable materials—including high-fired ceramics, fine porcelain, borosilicate glass, and responsibly sourced metal. Each material is selected for durability, elegance, and its ability to elevate your space.
Are your ceramics and porcelain dishwasher/microwave safe?
Most of our ceramics and porcelain pieces are dishwasher, sterilizer and microwave safe, unless they include metallic detailing. Please always refer to the specific product description or care guide included with your order to be sure.
What is borosilicate glass, and why do you use it?
Borosilicate glass is a high-quality, thermal-resistant glass known for its clarity and strength. It’s lightweight yet durable, making it perfect for hot or cold beverages. We love it for its elegant simplicity and everyday practicality.
Are KOOZI products food-safe?
Yes—absolutely. All KOOZI products are 100% food-safe and free from harmful chemicals like lead and cadmium. We meet all international food-safety standards because your peace of mind matters to us.
Do you offer gift packaging?
Yes! Every KOOZI order arrives beautifully wrapped with our signature touch. If you’re gifting, you can also include a complimentary gift card with your own message. Just select the “gift option” at checkout.
Do you restock sold-out pieces?
Some of our collections are limited-run to keep things exclusive. However, if a popular item is returning, we always notify our community first. Sign up for our love letters or follow us on Instagram @koozihome to stay in the loop.
How do I take care of my pieces?
We include a Product Care Guide when you scan the QR Code printed in the box, and it’s also available on our website. With just a little attention, your KOOZI pieces will last for years and age beautifully.
Can I use your ceramics in the oven?
Selected ceramic and porcelain pieces are oven-safe, but only if clearly labelled. Avoid sudden temperature changes (e.g. fridge to oven) and always check the product description or care insert.
What is Ceramic Grading?
At KOOZI, every piece is carefully curated to meet our highest standards of beauty, functionality, and craftsmanship. We believe in transparency and integrity, which is why we classify our ceramics to help you make an informed and confident purchase. You may learn more about Ceramic Grading here.
How are your products packaged for delivery?
Each item is carefully wrapped and protected to ensure it arrives in perfect condition. We use eco-conscious, recyclable packaging that’s as beautiful as it is sustainable.
What if my order arrives damaged?
We’re so sorry that happened! Please email us at koozihomeware@gmail.com with a video and photo of the damage within 48 hours of delivery, and we’ll take care of it right away. Kindly refer to our Return and Exchange Policy for the guidelines.
SHIPPING and RETURNS FAQs
We make elegance effortless—even when it comes to shipping.
Where do you ship from?
We ship all KOOZI orders directly from our curated studio in Bulacan. Every package is handled with the same care as our products—delicately and thoughtfully.
How long will my order take to arrive?
Our standard processing time is 1–3 business days.
Delivery times vary by location:
Metro Manila areas: 3–7 business days
Provincial: 5–10 business days
Visayas, Mindanao, and Islands: 10-15 business days
Please note: Some delays may occur during peak seasons. Please reach out to us if you have concerns. We are glad to help and assist you.
How do I track my order?
Once your order ships, you’ll receive a confirmation email with a tracking number. You can follow the status of your delivery right to your doorstep.
Do you offer free shipping?
Yes, we offer free standard shipping on all orders in NCR and Metro Manila if you order 3 items or more from our store. It’s our way of saying thank you for making space for KOOZI in your home.
Can I upgrade to express shipping?
We offer same-day delivery in Metro Manila, Bulacan and Pampanga. During checkout, you’ll have the option to upgrade to express shipping via Grab or Lalamove at an additional cost—perfect for last-minute gifts or design emergencies.
What if my package arrives damaged or incomplete?
We’re so sorry for the inconvenience. Please reach out within 48 hours of delivery at koozihomeware@gmail.com with:
* A video and photo of the item and packaging
* Your name, email, item code/name and order number
We’ll gladly replace or refund the item based on your case.
What is your return policy?
We accept return(s) if:
* you receive a product different from your order; or
* you receive a defective product.
Return shipping costs are the responsibility of the customer unless the item was damaged or incorrect. You may check the detailed return guidelines HERE.
How do I request a return or exchange?
Just email us at koozihomeware@gmail.com or through our Facebook Page Messenger with your videos and photos of the received product(s) and include the item code, the order number, and the reason for the return. Our team will guide you through the next steps with care.
Do you offer refunds?
Yes, eligible refunds will be processed once we’ve received and inspected the returned item. Refunds are issued to the original method of payment within 3-7 banking days.
ORDER and PAYMENT FAQs
Your journey to a KOOZIER home starts with a seamless checkout.
How do I place an order?
Placing an order is simple and intuitive. Just browse our curated collections, select your desired pieces, add them to your cart, and proceed to checkout. You'll receive a confirmation email once your order is successfully placed.
Can I modify or cancel my order after placing it?
If you need to make changes, please contact us at koozihomeware@gmail.com within 12 hours of placing your order. We’ll do our best to accommodate your request before it’s processed or shipped.
What payment methods do you accept?
We accept most major payment methods, including:
* Credit & Debit Cards (Visa, Mastercard, AMEX)
* PayPal
* GCash
* Bank Transfer (where applicable)
All transactions are secured and encrypted for your peace of mind.
Will I receive an order confirmation?
Yes! You’ll receive a confirmation email right after placing your order, followed by a shipping confirmation once your items are on their way.
Can I send a KOOZI product as a gift?
Absolutely! Just select the “This is a gift” option at checkout. You can even include a custom note—we’ll make sure your gift arrives beautifully wrapped and ready to impress.
Do you offer invoices or receipts?
Yes, an electronic invoice will be emailed to you after checkout. If you need a printed receipt or business invoice, just send us a note at koozihomeware@gmail.com.
Is my payment information secure?
Completely. KOOZI uses industry-standard SSL encryption to keep your data safe. Your personal and payment information is protected at every step of the checkout process.
If you have more questions, you're always welcome to reach out to us at koozihomeware@gmail.com or through our Facebook Page Messenger.
Live a cozy life with KOOZI.