Frequently Asked Questions

Every order ships from our workshop in Bogotá, Colombia, worldwide with DHL Worldwide Express.

Shipping is calculated at checkout based on your destination and the weight of your order. You see the exact amount as soon as you enter your address, before any payment is taken. We do not use a flat rate.

Shipping within Colombia is free.

In-stock items leave our workshop within 2–5 business days. After that, transit times are:

• United States and Canada — 2–4 business days
• Mexico — 2–4 business days
• Europe and the United Kingdom — 4–6 business days
• Latin America and the Caribbean — 4–6 business days
• Asia, Africa, Australia and the Middle East — 6–8 business days

Made-to-order pieces take longer. Message us before ordering and we will give you a real date.

You will get an order confirmation by email straight after checkout, and a second email with your DHL tracking number as soon as the package leaves our workshop. If the confirmation has not arrived within a couple of hours, check your spam folder before writing to us — that is where it usually is.

Possibly, and they are not included in the price you pay us. Duties, import taxes and carrier handling fees are set by your own country and are your responsibility. We recommend checking your country's import rules before you order.

Customs may also ask you for identification documents — an EORI number, VAT number, Tax ID or passport — before releasing the package. Having those ready avoids delays.

We make it right at no cost to you. Email info@kowuahc.com within 7 days of delivery with your order number and clear photographs — one of the item, one of the outer packaging.

We review every claim within 2 business days. Once approved, you choose a full refund to your original payment method or a free replacement shipped at our expense.

No. Our workshop is in Colombia and international return shipping would cost you more than the item is worth. Photographs are enough. For high-value claims we may ask for a few more images or a short video before approving.

No — we are a small workshop shipping internationally, and we do not accept change-of-mind returns. We would rather help you choose correctly the first time: read the dimensions, weight and material on each product page, and if anything is unclear, message us before you buy.

Every wooden piece is covered for 6 months from delivery against manufacturing defects under normal professional use:

• Cracking or splitting of the wood
• Splintering of the working surface
• Separation of glued joints
• Handles or fittings coming loose

Send photographs with your order number and we replace the affected piece free of charge — the individual piece, not the whole kit.

This particular warranty is written for wood. Equipment, machines and consumables are not covered by it — if something arrives faulty, the damaged-on-arrival cover above still applies, and for anything else just ask us about the specific item.

Soaking or submerging pieces in water; dishwasher or autoclave cleaning; damage from dropping or impact; exposure to solvents, alcohol-based products or harsh chemicals; normal cosmetic wear such as surface marks, patina or colour change from oils; and anything that has been sanded, re-sealed, painted or otherwise modified.

• Opened or used massage oils, essential oils and other consumables
• Disposable underwear, sheets and covers, once the sealed packaging is opened
• Online courses and certifications, once the materials have been accessed
• Gift cards

Quite a lot. Alongside our hand-carved urapan pieces we have a metal therapy line designed in-house — including the trademarked Champion Metálico® — plus clay for body sculpting, professional massage and essential oils, massage candles, disposable underwear, sheets and covers, and professional equipment such as vacuum therapy, carboxytherapy and ultrasound units.

There are also complete kits that combine several of these, and the training courses and Master Classes of the Kowua Academy.

Hand-carved urapan. Part of it comes from the forests of Cogua, in the Cundinamarca highlands of Colombia, harvested under sustainable practices. Every batch has a documented origin. The carving, sanding and assembly all happen in our workshop in Bogotá.

Because they are wood, and every piece is finished individually by hand. Slight variations in grain, tone and dimension between pieces are characteristics of the material, not defects. It is the difference between a living material and an injection mould.

Wipe them with a lightly damp cloth and dry them immediately. Never soak or submerge them, never put them in a dishwasher or autoclave, and keep them away from solvents and alcohol-based products — those are exactly what cracks wood, and they also void the warranty.

Oils, candles and clay are consumables, and disposable underwear, sheets and covers are single-use by design — they are not meant to be cleaned and reused. For machines and equipment, follow the instructions that come with the unit.

By email. Nothing ships. You will receive your access after purchase at the email address you used at checkout.

Yes, if you have not opened any of the material. Email us within 14 days of purchase and we refund you in full. Once the course materials have been accessed, they are non-refundable.

Paris, Chicago, Los Angeles, New York, Houston and Colombia. They are led by certified estheticians and have limited seats. See what is currently open in the Academy.

Yes, from 10 individual pieces upward, in four tiers — 15%, 25%, 30% and up to 35% — with free or discounted custom engraving and painting depending on the level. You can mix and match any eligible references to reach the next tier. Full detail on the wholesale tiers page.

No. Wholesale pricing is quoted by our team. Message us with the references and quantities you need and we will send you a full quote including shipping to your country.

Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Shop Pay, Apple Pay, Google Pay, iDEAL, Bancontact and Wero.

WhatsApp +57 319 348 2547 is the fastest — usually a few hours during business hours. Or email info@kowuahc.com and we reply within 24 business hours. We are open Monday to Saturday, 9:00–18:00 EST.