Refund policy
We hope you love your KOALLEY purchase. If something is not right, please review the policy below before requesting a return.
Returns at a glance
Return request window: 14 days after delivery
Damaged or incorrect items: Report within 5 days after delivery
Return authorization required: Do not send products back without approval
Return eligibility
To be eligible for a return, the item must be unworn, unwashed, unused, and in its original condition with all original tags and packaging attached.
A return request must be submitted within 14 days of the confirmed delivery date. Items returned without prior authorization may not be accepted.
Important return instruction
Please do not return an item to the address shown on the shipping package or send it directly to a supplier. The correct return address will be provided after your request is approved.
Items that cannot be returned
- Items that have been worn, washed, altered, stained, damaged, or used
- Items without their original tags or packaging
- Final-sale or clearance items clearly marked as non-returnable
- Gift cards
- Personalized or made-to-order items
- Undergarments and hygiene-sensitive items after their protective seal has been removed
Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, contact us within 5 days of delivery.
Include your order number and clear photographs showing the item, packaging, shipping label, and the issue. After review, we may offer a replacement, refund, store credit, or another appropriate solution.
When the issue resulted from our error or a verified product defect, KOALLEY will cover the approved return shipping cost when a return is required.
Return shipping
For returns based on fit, size, color preference, or a change of mind, the customer is responsible for the return shipping cost.
Original shipping charges are non-refundable unless the return is caused by a damaged, defective, or incorrect item.
We recommend using a trackable shipping service. KOALLEY is not responsible for return packages that are lost or damaged in transit.
Refunds
We will notify you after the returned item has been received and inspected. If approved, the refund will be issued to the original payment method within 5 business days.
Your bank or payment provider may require additional time to post the refund to your account.
Exchanges
Because product availability may change quickly, direct exchanges are not guaranteed. The fastest option is usually to return the original item after approval and place a new order for the preferred size or style.
Order cancellations
Contact us as soon as possible if you need to cancel or change an order. We cannot guarantee cancellation after an order has entered processing or fulfillment.
Contact KOALLEY through the Contact page and include your order number, the item you wish to return, and the reason for the request.