Kosuna care
Hi, how can we help?
Questions about your order, your delivery, or whether this is right for your skin. Ask us anything.
Send us a messageReal people, Monday to Friday. We usually reply within one working day.
Send a message
Tell us what is going on and we will reply by email, usually within one working day.
Email us
Prefer your own inbox? Write to us any time. Include your order number if you have one, it saves a round trip.
Looking for your tracking? It is in the dispatch email we sent when your order left us. Search your inbox for Kosuna, and check the junk folder. If it is not there, email us and we will resend it.
Good to know
Frequently asked
The quick answers. Still stuck? The team is one message away.
01Orders and delivery
When will my order be dispatched?
Orders are dispatched within 1 to 3 working days, Monday to Friday. Orders placed at the weekend or on a bank holiday are processed on the next working day.
How long does delivery take?
Once dispatched, delivery usually takes 5 to 10 working days. Delivery is free on all UK orders, with no minimum spend.
How do I track my order?
A tracking link is included in your dispatch confirmation email. If you cannot locate it, please check your junk folder first, then contact us with your order number and we will resend it.
Can I change or cancel my order after placing it?
Yes, provided the order has not yet been dispatched. Please email us with your order number as soon as possible and we will amend or cancel it wherever we are able. Once an order has left us it cannot be changed, but it can be returned under our 30 day policy.
Do you ship internationally?
Yes. Delivery times and any applicable charges are confirmed at checkout. Duties and import taxes are covered by us, so there is nothing further to pay on delivery.
02Product and use
How often should I use the mask?
We recommend one wear per week. Some customers use it up to three times a week during periods of poor sleep or ahead of an event. The formulation is a hydration treatment rather than an active, so more frequent use will not overload the skin.
Is the mask suitable for sensitive skin?
The mask is formulated for the thin, reactive skin around the eye and includes Centella asiatica to soothe it. If your skin reacts easily, we recommend a patch test on the inner forearm before first use.
How should I store the masks?
Store the box somewhere cool and out of direct sunlight. Each pair is individually sealed, so a drawer or bathroom cabinet is suitable. The expiry date is printed on the pack.
Can I use the mask during pregnancy or while breastfeeding?
We are not able to provide medical advice. Please review the full ingredient list with your midwife, GP or pharmacist before use.
03Returns and refunds
What is your returns policy?
You have 30 days from delivery. If the skin around your eyes does not look and feel different, contact us and we will refund your order in full.
How do I request a refund?
Email hello@trykosuna.com within 30 days of delivery, quoting your order number. Refunds are issued to the original payment method within 5 working days of approval.
My order arrived damaged. What should I do?
Please email us a photograph of the damage together with your order number and we will arrange a replacement. There is no need to return the damaged item.
I have been charged but did not receive a confirmation email.
Please check the inbox and junk folder of the address used at checkout. If nothing is there, contact us with the name and billing postcode on the order and we will locate it for you.