CUSTOMER SERVICE
KOAH BRAND CUSTOMER CONCIERGE
VIA EMAIL
support@koahbrand.com
For practicality and convenience.
Fast, thorough responses within 24 business hours.
CUSTOMER SERVICE
Monday through Friday, 9am to 9pm (except national holidays and/or São Paulo metropolitan area holidays)
ORDER STATUS: WHAT EACH STEP MEANS
| TYPE | STATUS | WHAT IT MEANS |
|---|---|---|
| PAYMENT STATUS | Awaiting payment | Payment has not yet been identified in our system. For bank slips, once payment is made, the system may take up to 48 hours to confirm it. |
| PAYMENT STATUS | Payment confirmed | The payment method used was successfully identified. For bank slip payments, this means the payment has been successfully processed. |
| PROCESSING STATUS | In processing | Item being handled at our Distribution Center. At this stage, the order is invoiced with an electronic receipt and the item goes through final finishing, quality control and packaging for shipment. |
| PROCESSING STATUS | Order shipped | Item handling is complete and the order has been dispatched to the customer. At this stage, you will receive an email notification with a tracking code (when applicable) so you can follow your order's journey. |