Question 1

Why did I get charged by Koch & Co when I only browsed their website?

Accepted Answer

If you see a small or temporary Koch & Co charge after browsing koch.com.au, it is most likely a pre‑authorisation hold placed when you attempted to check out or when your card details were validated by the payment gateway. These holds are used to confirm that the card is valid and that funds are available, but they are not a completed sale. The hold should automatically drop off your account within a few business days if the order was not finalised. If it remains or converts to a full charge and you never completed an order, contact Koch & Co support with a screenshot of the transaction for investigation.

Question 2

What are common Koch & Co charge amounts I might see on my statement?

Accepted Answer

Koch & Co transactions can vary widely in amount because they supply both retail and wholesale customers. Smaller orders for hobby or home décor items might total a modest amount, while professional florists, event stylists, and resellers often place larger bulk orders that result in higher charges. Your total may also include GST and shipping fees, which will be itemised on your Koch & Co tax invoice or order confirmation email. If an amount looks unfamiliar, compare it with your recent email invoices or your order history at koch.com.au.

Question 3

Does Koch & Co offer subscriptions or recurring billing?

Accepted Answer

Koch & Co primarily processes one‑time payments for product orders and does not generally run consumer subscription plans like a streaming or membership service. However, trade or wholesale customers with approved credit terms may receive periodic statements and make regular payments against invoices, which can look like recurring charges if you order frequently. If you’re seeing multiple Koch & Co payments each month, review your business orders or check whether someone in your household or business is using the account to place repeat orders. Contact Koch & Co if you believe a recurring payment has been set up in error.

Question 4

How can I cancel or change a Koch & Co order after I’ve been charged?

Accepted Answer

Once an order is placed and payment is captured, Koch & Co typically begins processing it quickly, so changes and cancellations are time‑sensitive. If you need to cancel or modify an order, contact them as soon as possible via the contact details on koch.com.au with your order number and details of the requested change. If your order has not yet been packed or shipped, they may be able to cancel it or adjust items and freight, and any refunds or differences will be processed back to your original payment method. If the order has already shipped, their returns policy will apply instead, and you may need to return goods to receive a refund or credit, subject to their terms.

Question 5

How do I request a refund for a Koch & Co charge I don’t recognise or for damaged goods?

Accepted Answer

If you don’t recognise a Koch & Co charge, first confirm that no one in your business, household, or event planning team placed an order using your card. If the charge still appears unauthorised, contact Koch & Co with the transaction date, amount, and any reference number from your bank so they can locate the payment, and then contact your bank or card provider to report potential fraud. For incorrect, missing, or damaged items, log in to your account or use the Contact Us form on koch.com.au to lodge a claim, including photos and your order number; Koch & Co will advise whether a refund, replacement, or credit is available under their returns and warranty policies.

Question 6

Why does my Koch & Co statement entry show a different amount than my order subtotal?

Accepted Answer

Your bank or card statement amount may differ slightly from the product subtotal on your Koch & Co order because it includes GST, shipping charges, and any discounts or coupon codes applied at checkout. If you pay in a currency other than AUD, your bank may also apply its own exchange rate and foreign transaction fees, which can change the final amount you see. Always compare the final total on your Koch & Co invoice (including tax and freight) with the charged amount. If there is a discrepancy that cannot be explained by fees or currency conversion, contact Koch & Co with your invoice and statement details for review.

Question 7

Why do I see multiple Koch & Co charges for what seems like one order?

Accepted Answer

Multiple Koch & Co charges can occur if your order was split into separate shipments, if a pre‑authorisation hold was placed and later converted to a final charge, or if additional freight was agreed and processed separately. In some cases, you might see the initial authorisation and the final capture overlapping temporarily on your statement, even though only one clears in the end. Check your koch.com.au order history and any follow‑up invoices or shipping notices to see if your order was partially fulfilled or adjusted. If you believe you’ve been double‑charged, contact Koch & Co with all relevant order numbers and screenshots of your statement.

Question 8

How can I contact Koch & Co about a charge or get a copy of my invoice?

Accepted Answer

To query a charge, visit koch.com.au and use the Contact Us page to send a message with your full name, business name (if applicable), phone number, approximate charge amount, and transaction date; attaching a screenshot of your bank entry can speed things up. You can also log in to your Koch & Co online account to download invoices and review past orders directly. If you purchased in person at the Huntingwood warehouse, check your paper receipt or any emailed tax invoice you requested at checkout. For urgent billing issues, use the phone number listed on their website to speak with customer service during business hours in New South Wales.

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