House of Kojo Avaliações 

Resposta da House of Kojo

Atualizado em 16 de jan. de 2026

Hi Karen,

I can see your order was dispatched on the 12th (I trust it arrived safely). I am sorry your experience with us was so disappointing.

Your order was due to dispatch on Thursday 8th. However, temperatures that week dropped as low as -5c where we are based, and as such orders not inclusive of our winter protection package were held back. The following Monday was above our 5c threshold and so your order was dispatched immediately.

At checkout we have the option to add our winter protection package to your order, which ensures we can ship down to -3c. Checking out without this included does mean your order will be held until the weather is appropriate to ship. I hope you can appreciate this.

We would welcome any suggestions as to how we can make this more clear moving forwards.

Best wishes,
Otto

Resposta da House of Kojo

Atualizado em 16 de jan. de 2026

Hi Charles,

This definitely does not sound right - I have one of these prints and it is definitely not as you describe. Could you forward a photo to info@houseofkojo.com as this sounds like a miss print and I would like to make this right for you. In the meantime I will check our existing stock to ensure this is not a faulty batch.

Thanks,
Otto

Resposta da House of Kojo

Atualizado em 8 de dez. de 2025

Hey Anne,

I can see that you made a request to add our Winter Protection package to your order. An invoice has been forwarded to you for this but it remains unpaid, therefore the order has not shipped yet. If you would prefer we remove this and ship the order today, please contact our customer service team at info@houseofkojo.com.

Best wishes,
Otto

Resposta da House of Kojo

19 de dez. de 2025

Hi Susan,

I'm incredibly sorry it took longer than usual for your order to reach you. With a week of subzero temperatures followed by Black Friday sales, we had a large volume of orders to work through. I can see you have received this and I trust all arrived safely.

Best wishes,
Otto

Resposta da House of Kojo

2 de dez. de 2025

Hi Mimi,

Having looked into this, I can see our customer service team did reply to your email within 2 hours. Prior to this you also received an email post purchase, explaining (as per at checkout) that we hold all orders not inclusive of our winter protection package when temperatures are below 5c, offering the option to add this. This has been followed up yesterday but we have not heard back from you. Please check your spam folder if you cannot see these.

However, as a gesture of goodwill, I will ensure your order ships today and includes our Winter Protection package to ensure safe arrival.

Best wishes,
Otto

Resposta da House of Kojo

Atualizado em 21 de nov. de 2025

Hi Jasmin,

I'm truly sorry to hear your plants arrived damaged. With the extreme cold weather at the moment this is not unheard of but our live arrival guarantee ensures any plants arriving in less than perfect condition will be refunded, replaced or credited as appropriate. Please reach out to us (info@houseofkojo.com) with images and we'll be more than happy to assist in getting this resolved for you.

Best wishes,
Otto