WHICH  SKIN TYPE ARE KOUL PRODUCTS SUITABLE FOR?

All Koul products are co-created with dermatologists and experts to ensure they are suitable for every skin type. For added peace of mind, we recommend performing a patch test or consulting your healthcare provider before use if you have any concerns.

WHAT IF IT DOESN'T WORK FOR ME?

No worries! Simply email our team at support@thekoul.com with your order number within 30 days of receiving your order, and we’ll assist you promptly with returns or any other questions you may have.

WHAT IS THE KOUL DEVICE AND HOW DOES IT WORK?

The Koul is a versatile skincare device that combines LED light therapy, heat, cryo (cold therapy), and EMS (electrical muscle stimulation) to target a variety of skin concerns. Each feature works synergistically to improve skin health, enhance circulation, stimulate collagen production, reduce inflammation, promote skin rejuvenation and so on. Learn more about our device in our “Meet the Koul” section. 

HOW DO I USE THE KOUL DEVICE?

For best results, start by cleaning your skin (you can use our deep cleansing feature with The Koul +). Then, choose the appropriate therapy mode (LED, heat, cryo, or EMS) based on your skincare needs (you can consult our koul chart in “the koul difference” section if you’re not sure which features to use). Gently glide the device over your face following the instructions in the “How to use” guide. The device will automatically shut off after the selected treatment time (+/- 5 minutes). 

WHAT SKIN CONCERNS CAN THE KOUL HELP WITH?

The Koul device is designed to address a wide range of skin issues, refer to our Koul chart in the Koul difference section to know more about every issue we can treat. 

HOW OFTEN SHOULD I USE THE KOUL DEVICE?

For optimal results, we recommend using The Koul daily, twice a day. Each treatment should last around 5 minutes depending on the mode you choose. However, you can adjust the frequency and duration based on your skin’s needs and sensitivity.

IS THE KOUL DEVICE SAFE TO USE?

Yes, The Koul is safe for all skin types. It has been designed with your safety in mind, using FDA-approved technology for home use. However, if you have sensitive skin or specific skin conditions, we recommend doing a patch test or consulting with a dermatologist before using the device.

CAN I USE THE KOUL DEVICE ON SENSITIVE SKIN OR AROUND THE EYES?

The Koul is designed to be safe for sensitive skin. For the eye area, be cautious when using the device, avoiding the use of heat or EMS therapy. For the under-eye area, we recommend using the LED or cryotherapy modes gently. Always avoid direct contact with the eyes.

HOW LONG WILL IT TAKE TO SEE RESULTS?

Visible improvements may vary depending on your skin type and concerns. Many users report seeing noticeable results after 2-4 weeks of consistent use. For best results, follow the recommended usage guidelines and be patient and consistent as your skin responds to the treatments.

CAN I USE THE KOUL WITH SKINCARE PRODUCTS?

Yes, The Koul can be used in conjunction with your regular skincare routine, and we highly recommend it. In fact, applying serums or moisturizers before using the device can enhance the effectiveness of the treatments. The heat mode helps with better product absorption, while LED and EMS can aid in rejuvenating the skin.

WHAT IS THE DIFFERENCE BETWEEN THE LED RED LIGHT AND BLUE LIGHT?

Red light (630-650 nm) stimulates the dermis, enhancing collagen production and accelerating skin repair and elasticity, which helps with anti-aging and rejuvenation.

Blue light (405-420 nm) penetrates the skin's surface and targets propionibacterium acnes (P. acnes)bacteria, reducing acne breakouts and inflammation by inhibiting bacterial growth.

CAN I USE THE KOUL DEVICE IF I’M PREGNANT OR HAVE MEDICAL CONDITIONS?

If you are pregnant, have a medical condition, or are undergoing treatment such as cancer therapy, we recommend consulting with your healthcare provider before using The Koul to ensure it’s safe for you.

HOW DO I CLEAN AND MAINTAIN THE KOUL DEVICE?

After each use, gently wipe the device with a soft, damp cloth to remove any product residue, and sanitize it by using rubbing alcohol on the panel and handle. Be sure to dry it thoroughly before storing. Avoid immersing the device in water or using harsh cleaning agents. Regular cleaning will ensure the longevity of the device and maintain its performance.

IS THE DEVICE RECHARGEABLE OR DOES IT REQUIRE BATTERIES?

The Koul comes with a rechargeable battery and includes a charging cable. Simply charge it when the battery indicator shows low power, and you can use it for several treatments on a single charge.

WHAT SHOULD I DO IF THE DEVICE ISN’T WORKING PROPERLY?

If you experience any issues with the device, check the battery level to ensure it’s charged. If the issue persists, please contact our customer support team for assistance.

CAN I USE THE KOUL DEVICE ON MY NECK OR BODY?

While The Koul is designed primarily for use on the face, it can also be used on other parts of the body. You can use most features on the neck and décolletage area, as well as on the scalp. We recommend consulting with a professional healthcare provider before utilizing the EMS feature on other parts of the body. Avoid using it on sensitive areas of skin and always follow the instructions to prevent over or misuse. 

IS THE KOUL DEVICE CE AND FDA-APPROVED?

Yes, The Koul device is CE and FDA-approved for home use, ensuring it meets the necessary safety standards for personal skincare devices.

WHAT COUNTRIES DO YOU SHIP TO?

We currently offer shipping to the US, the UK and Europe. For the most up-to-date information, please check our shipping policy or contact our customer support team.

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Delivery times vary depending on your location and shipping method applicable. Orders typically arrive within 8-12 business days, but shipping may take longer due to customs processing depending on the country.

CAN I TRACK MY ORDER?

Yes! Once your order has shipped, you will receive a tracking number via email so you can monitor its progress until it arrives.

WHAT SHOULD I DO IF MY ORDER IS DELAYED OR LOST?

If your order is delayed or you have concerns about its status, please reach out to our customer support team with your order number, and we'll assist you right away.

DO YOU SHIP WITH FREIGHT FORWARDERS?

Please be aware: We do not endorse the use of freight forwarders. If you opt to use a freight forwarder or third-party international shipping service to ship to a country where we don’t currently offer direct delivery, we cannot guarantee that your items will arrive safely, on time, or without potential damage. Additionally, we are unable to accept returns or issue refunds for orders shipped to freight forwarders or any locations outside our approved list of destinations.

WILL I BE CHARGED CUSTOMS FEES OR IMPORT DUTIES?

Customs fees and import duties may apply depending on the destination country. These fees are the responsibility of the customer. Please check with your local customs office for more information.

WHAT HAPPENS IF I ENTER THE WRONG SHIPPING ADDRESS?

If you realize you've made an error in your shipping address, please contact us immediately. If the order hasn't been shipped yet, we can make corrections. Once the order is shipped, we cannot make changes.

CAN I CHANGE MY SHIPPING ADDRESS AFTER PLACING AN ORDER?

Once your order has been processed and shipped, we cannot change the shipping address. However, if the address is incorrect and the order has not yet shipped, please contact us as soon as possible.

WHAT SHOULD I DO IF MY ORDER IS DAMAGED UPON ARRIVAL?

We’re sorry to hear about any issues with your order! Please contact our customer service team within 14 days of receiving your package, and we will assist you with a return or replacement.

HOW DO I PLACE AN ORDER?

Simply browse our website, add items to your cart, and proceed to checkout. You'll be prompted to enter your shipping and payment details before confirming your order.

CAN I MODIFY OR CANCEL MY ORDER AFTER IT’S BEEN PLACED?

We begin processing orders as soon as they’re confirmed, so changes or cancellations are only possible within a short time frame. If you need to modify or cancel your order, please contact us immediately. We’ll do our best to accommodate your request before it’s shipped.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept the following payment methods, including credit and debit cards; Visa, MasterCard, Maestro, American Express, UnionPay, Google Pay, Apple Pay and Shop Pay. 

IS IT SAFE TO SHOP ON YOUR WEBSITE?

Yes! We use industry-standard encryption technology to ensure that your payment information is securely processed. Your privacy and security are our top priority.

WHY WAS MY PAYMENT DECLINED?

There are several reasons a payment may be declined, including insufficient funds, incorrect payment details, or issues with your bank or payment provider. Please check your payment details or contact your bank for more information. If the issue persists, feel free to reach out to us for assistance.

HOW CAN I USE A DISCOUNT CODE?

Discount codes can be entered at checkout. Simply type the code into the “Promo Code” or “Discount Code” field and click "Apply" before completing your purchase.

CAN I USE MULTIPLE DISCOUNT CODES ON ONE ORDER?

Unfortunately, only one discount code can be applied per order. Be sure to choose the code that offers the best value before completing your purchase.

WILL I BE CHARGED SALES TAX ON MY ORDER?

Sales tax will be applied according to the laws of the state or country your order is being shipped to. The applicable tax will be calculated and displayed at checkout.

CAN I GET A REFUND IF I CHANGE MY MIND?

We want you to be happy with your purchase! Please refer to our return policy for information on returns and refunds. If you’re eligible for a refund, we will process it as quickly as possible once we receive the returned items.

HOW CAN I CHECK THE STATUS OF MY ORDER?

You can check the status of your order by logging into your account or by using the tracking link sent to you via email once your order has shipped.

WHAT SHOULD I DO IF I RECEIVE THE WRONG ITEM?

If you receive an incorrect item, please reach out to our customer service team within 14 days of receiving your order. We’ll arrange for a return or exchange right away.

WHAT IS YOUR RETURN POLICY?

We want you to be completely satisfied with your purchase. If you're not, you can return items within 15 days of receiving your order. Please make sure the items are in their original, unused condition for a full refund or exchange.

Please note, we cannot accept returns or offer refunds for any items delivered to a freight forwarder to international locations or shipment locations other than our approved list of destinations. 

HOW DO I RETURN AN ITEM?

To return an item, please contact our customer service team at hello@thekoul.com with your order number. We will provide you with instructions and a return authorization if applicable. Please make sure to pack the items securely to avoid damage during return shipping.

HOW LONG DO I HAVE TO RETURN AN ITEM?

Returns must be made within 15 days of receiving your order. After this period, we may not be able to accept returns or offer refunds.

WILL I GET A FULL REFUND?

If your return meets our return policy conditions, you will receive a full refund to the original payment method. Please note that return fees are non-refundable.

DO I HAVE TO PAY FOR RETURN SHIPPING?

You will be responsible for the return shipping costs. We recommend using a trackable shipping service for returns, as we cannot guarantee the delivery of returned items without tracking.

HOW LONG DOES IT TAKE TO PROCESS MY REFUND?

Once we receive your returned item, your refund will typically be processed within 3-5 business days. Refunds will be issued to the original payment method used for the purchase.

WHAT SHOULD I DO IF I RECEIVED A DAMAGED OR DEFECTIVE ITEM?

If you received a damaged or defective item, please contact us within 14 days of receiving your order. We will arrange for a return, exchange, or refund based on your preference.

WHAT HAPPENS IF I DON’T FOLLOW THE RETURN INSTRUCTIONS?

To ensure a smooth return process, please follow the return instructions provided by our customer support team. Failure to do so may delay your refund or result in the return being declined. 

DO YOU OFFER A WARRANTY ON YOUR PRODUCTS?

Yes! We offer a warranty on our products to ensure they meet our quality standards. If you experience any issues with your product due to manufacturing defects, please reach out to our customer support team, and we will assist you with a replacement or refund.

WHAT DOES THE WARRANTY COVER?

Our warranty covers any manufacturing defects or issues that occur under normal use within the specified warranty period. It does not cover damage caused by misuse, accidents, or improper care.

HOW LONG IS THE WARRANTY PERIOD?

The warranty period for our products is one year from the date of purchase. Please check the product details or contact us for specific warranty information for your item.

We also offer a lifetime warranty for an additional 5$ charge per device. 

HOW DO I FILE A WARRANTY CLAIM?

To file a warranty claim, please contact our customer service team at support@thekoul.com with your order number, a description of the issue, and any supporting photos or documentation. We’ll guide you through the process and provide the necessary steps for a resolution.

CAN I RETURN A PRODUCT FOR A WARRANTY CLAIM IF IT'S OUTSIDE THE WARRANTY PERIOD?

Unfortunately, we cannot process warranty claims for products outside of the warranty period. If your product is no longer under warranty, we may still be able to assist with a repair or replacement for a fee.

DO I HAVE TO PAY FOR SHIPPING ON A WARRANTY CLAIM?

In most cases, we cover the cost of shipping for warranty claims. However, if your warranty claim is not valid (e.g., damage caused by misuse), you may be responsible for the return shipping fees.

CAN I GET A REFUND UNDER THE WARRANTY?

If your product is found to have a manufacturing defect and a replacement is not possible, we will issue a refund according to our warranty policy. Please contact our customer service team for more details.

IS THERE A WARRANTY FOR PRODUCTS PURCHASED FROM THIRD-PARTY SELLERS?

Our warranty only applies to products purchased directly from our website or authorized retailers. Products bought from third-party sellers may not be eligible for warranty claims.

If you have any other questions or need more information, please don’t hesitate to reach out to our customer support team. We’re here to help you achieve the best results with The Kouls!

CONTACT:

We're here to assist with questions, product recommendations, and feedback. Simply leave us an email at hello@thekoul.com.

For order and return inquiries, please email support@thekoul.com and include your order details so we can assist you more efficiently.

For press and partnership inquiries, email us at partnerships@thekoul.com.