Return & Exchange Policy

Hey Gorgeous! 

If your item wasn't a perfect match, or you decided for another beauty from our collection keep on reading for all the info you might need! 

How to start a return?

1. Email our fabulous Customer Experience Team contact@koacollective.com and let us know you'd like to kick off the returns process.
   Note;
   - If you ordered multiple items please let us know which one(s) you're sending back! 
   - To make this process much easier, please include the name you ordered under, your email, or your order ID (this can be found on your confirmation and shipping emails). 
2. Our Customer Experience Team will send you the address of our returns location that is closest to you. We have three returns locations worldwide - Sydney Australia, Berlin Germany & Florida USA! 
   Please note, while we offer free shipping worldwide we do not cover the cost of returns. 
3. Send our team the tracking number of your returned package as it will help us track and process the return.
4. As soon as your returned item(s) is/are processed by our returns location you will receive an email, as well as payment returned to the payment method you used on checkout. Please note, some credit card companies may have longer processing times before the funds are administered to your account. 

How to make an exchange?

1. Please email our Customer Experience Team contact@koacollective.com and we'll get back to you shortly about the best ways to make an exchange! 

Return & Exchange Conditions

1. Orders are able to be canceled and refunded before they are shipped. Once orders are shipped an item cannot be cancelled or refunded, and the customer is responsible to return any items they would like to receive a refund on. 
2. Customers are responsible for return shipping fees.
3. Returns & exchanges must be initiated within 14 days of delivery.
4. To initiate a return or exchange, please contact customer service. The return shipping address will be emailed to you. Items must be shipped back to that address.
5. Items must be returned in their original condition - items cannot have been worn, washed or damaged. 
6. Where provided, belts and any designer packaging such as a authenticity card, dust bags and leather tags should be included with your return.
7. All items priced $15.99 and under are final sale and cannot be returned or exchanged. No exceptions will be made.
8. We do not offer pre-paid or Freight To Collect (FTC) service for returns.
9. Customer service may offer a cash coupon for your return. Please note, items purchased with coupons are final sale and cannot be returned or exchanged.
10. Refunds will be reimbursed back to your original payment method - credit card or PayPal. PayPal refunds will be transferred immediately. Credit cards can take up to 5-10 business days to process depending on the customer's individual bank.
11. If you have any further questions, please review our FAQs or contact customer service at contact@koacollective.com