Help Centre

A $19.95 charge from KOVA usually is your KOVA Rewards membership. It appears on your statement as kovanewyork.com.

The membership was shown at checkout with its billing terms, is described in our Terms of Service, and a welcome email was sent after your first order. If you joined with a VIP order, the first 15 days were free and the first $19.95 charge is taken on day 16, then every 4 weeks.

To stop future charges, cancel any time in under a minute: Cancel my membership.

Questions about a charge? Email contact@kovanewyork.com and we'll help.

The KOVA Rewards membership is an option at checkout. When it's selected, it appears in your order with its billing terms shown above the payment button.

If you don't want to continue, you can cancel here: Cancel my membership.

If you believe the membership was added by mistake, email contact@kovanewyork.com and our team will look into it.

KOVA Rewards (our VIP program) is a membership that gives you access to the private KOVA VIP portal with members-only prices and perks.

It costs $19.95 every 4 weeks until you cancel. If it was included free with a VIP order, the first 15 days are free and your first charge is on day 16.

Member benefits include:

• Up to 75% off inside the VIP portal, a further 50% off normal KOVA pricing
• VIP-only products and collections
• Free insured shipping on VIP portal orders
• Lowest price guarantee on VIP portal purchases
• Early access to new drops
• Surprise freebies by email
• Priority support

Go to the VIP portal

The membership is billed at $19.95 every 4 weeks until you cancel.

• Joined free with a VIP order: no membership charge at checkout. First charge on day 16, then every 4 weeks.
• Bought the membership on its own: charged $19.95 at checkout, then every 4 weeks.

We email you 5 to 7 days before each charge, and send a receipt after every successful payment. Charges appear as kovanewyork.com.

Cancel my membership

Yes. You can request a refund on a membership charge within 14 days of the billing date.

Email contact@kovanewyork.com with the subject "Refund Request" and the email address you used at checkout. To avoid future charges, please also cancel your membership.

View our Refund Policy

Go to kovanewyork.com/collections/vip and sign in with the same email address you used at checkout. We'll send you a 6-digit code. No password is needed.

Access is usually ready within a few minutes of joining. If the code doesn't arrive, check your junk folder, then email contact@kovanewyork.com.

You can cancel any time, in under a minute, with no phone call needed:

Cancel my membership

Use the email address you used at checkout so we can find your membership. Cancellations are processed instantly and you'll get a confirmation email.

You can also cancel by calling +1 (945) 331-0795 or emailing contact@kovanewyork.com with the subject "CANCEL MEMBERSHIP".

Most orders ship the next business day, and all orders are processed within 1 to 2 business days. Once your order ships, we email you a shipping confirmation with your tracking link.

Track my order: enter your order number or tracking number to see the latest update.

Can't find the shipping email? Check your junk or promotions folder and make sure you're checking the email used at checkout.

Still can't find it? Email contact@kovanewyork.com with your full name and order number.

Your order confirmation is emailed to the address entered at checkout a few minutes after you order. If you can't find it:

• Check your junk, spam and promotions folders.
• Search your inbox for "KOVA".
• Make sure you're checking the email address used at checkout.

Email contact@kovanewyork.com with your full name and delivery address and we'll find your order.

Your tracking link is emailed as soon as your order ships, usually within 1 to 2 business days of ordering. Orders placed on weekends or U.S. holidays are processed the next business day.

Check your junk and promotions folders and search for "KOVA". You can also check your order status any time on our Track Your Order page.

Email contact@kovanewyork.com with your full name and order number.

Orders stay in processing while they're prepared, checked and packed, normally 1 to 2 business days. Once shipped, you'll get a shipping confirmation email with tracking.

Processing for more than 2 business days? Email contact@kovanewyork.com with your full name and order number.

Tracking updates come from the carrier and can take 1 to 2 business days to appear after dispatch. Tracking can also pause while your parcel moves between facilities. You can see the latest status on our Track Your Order page.

If it has been more than 7 business days since dispatch with no update, email contact@kovanewyork.com with your order number.

Please check:

• Around your property and any safe places
• With other members of your household
• With neighbours or your building's reception or mailroom
• The tracking page for delivery notes or a proof-of-delivery photo

Carriers sometimes mark parcels delivered shortly before they arrive, so please allow up to 24 hours. If it still hasn't turned up, contact the carrier or your local delivery office first, as they handled the delivery and can investigate it.

If the carrier can't resolve it, email contact@kovanewyork.com and we'll do our best to help.

Most orders arrive within 4 to 7 business days after dispatch. Carrier delays, weekends and holidays can occasionally add time.

Check the latest update on our Track Your Order page. If your order is past the expected time, email contact@kovanewyork.com with your order number and we'll look into it with the carrier.

Check your order confirmation as soon as possible. If anything is wrong, email contact@kovanewyork.com right away with:

• Your order number
• The incorrect address
• The full, correct address

We can update the address if the order hasn't been processed or shipped yet. Most orders ship the next business day, so please contact us quickly.

If it has already shipped, contact the carrier using your tracking number to ask whether they can redirect or hold the parcel.

This means the carrier tried to deliver but couldn't, for example because nobody was available, the building couldn't be accessed, the address was incomplete, or a signature was needed.

Need the carrier's details? Email contact@kovanewyork.com and we'll send them to you.

Parcels can be returned if the address was incorrect, delivery attempts failed, the parcel wasn't collected in time, or delivery was refused.

Then email contact@kovanewyork.com with your order number so we can help with next steps.

An extended pause in tracking doesn't always mean a parcel is lost. It may still be moving between facilities.

If tracking hasn't updated for over 7 business days, or the delivery window has passed, email contact@kovanewyork.com with your order number. We'll investigate with the carrier and, if the parcel is confirmed lost in transit, arrange a replacement or refund.

Sorry about that. Please email contact@kovanewyork.com within 7 days of delivery with:

• Your full name and order number
• A clear photo showing the issue
• A photo of the whole item and its packaging

Once confirmed, we'll arrange a replacement or refund at no extra cost to you.

Please email contact@kovanewyork.com within 7 days of delivery with:

• Your full name and order number
• A photo of the item you received, including any labels
• The name of the item you ordered

Once confirmed, we'll send the correct item or issue a refund at no extra cost to you.

Some orders ship in more than one package. Check your shipping emails and tracking first to see whether the item was sent separately.

If everything has arrived and something is still missing, email contact@kovanewyork.com within 7 days of delivery with your order number, the missing item's name, and a photo of what you received and the shipping label.

Once confirmed, we'll send the missing item or refund it at no extra cost to you.

You can request a return within 14 days of delivery.

• Email contact@kovanewyork.com with the subject "Refund Request — [order number]", plus your name, order email and reason.
• Wait for our return instructions before sending anything back.
• Send the item back using a trackable shipping method.

Return shipping is paid by the customer unless the item was defective, damaged or incorrect. Once your return is received and reviewed, your refund is processed to your original payment method within 5 to 7 business days. Your bank may take a little longer to show it.

View our full Refund Policy

Email contact@kovanewyork.com. You can also call +1 (945) 331-0795.

Our team is available Monday to Friday 9am to 9pm ET and Saturday 9am to 6pm ET, and we aim to reply as quickly as possible.

We're available Monday to Friday 9am to 9pm ET and Saturday 9am to 6pm ET. Messages sent outside those hours are answered as soon as the team is back.

Replies may take a little longer during very busy periods, but every message gets a response.

Please check:

• Your junk, spam and promotions folders
• Your inbox for "KOVA"
• That you emailed contact@kovanewyork.com

If you still haven't heard back, reply to your original email rather than starting a new one. Keeping everything in one thread helps us help you faster.

Your order may still have gone through, but you won't receive confirmation, tracking or membership emails. Email contact@kovanewyork.com with:

• Your full name and delivery address
• Your order number, if you have it
• The incorrect email and the correct one

If you're a KOVA Rewards member, updating your email also lets you sign in to the VIP portal.