Returns

RETURNS POLICY

We hope you love your KOA purchase. If for any reason it is not quite right for you, you are welcome to return full price items to us within 10 days of receiving your order in exchange for a store credit provided the guidelines below are followed.

Please note we do not offer refunds for change of mind, instead a store credit will be issued for the purchase amount on full price items. We do not accept returns or refunds on sale items so please choose your sale purchases carefully. This includes Flash Sale items and goods purchased using a discount code. 

If you would like to exchange any full price item/s for a different size or product, we kindly ask that you place a new order as we cannot guarantee that your item will be in stock once the return arrives at our HQ. Please allow 5 days for your return to be processed.

In order for your return to be accepted the following requirements must be met:

      • Item's must be returned within 10 days of receiving your order.
      • All items must be in their original, unworn and unaltered condition with all tags attached.
      • Proof of purchase must be supplied along with an order number. Please note this on the outside of your parcel so that your return can be processed as soon as possible.

 

SUBMIT A RETURN REQUEST | Please include your full name, order number and the item/s you wish to return.

 

FULL PRICE ITEMS

Store Credit

 

SALE ITEMS

We do not accept returns or refunds on sale goods, these are final sale items and can't be returned or exchanged unless deemed faulty so please choose your sale purchases carefully. This includes Flash Sale items and goods purchased using a discount code. 

EXCHANGES

We do not offer exchanges as we cannot guarantee that your item will be in stock upon arriving at our HQ.

We kindly ask that you place a new order.

 

GIFT CARDS & STORE CREDIT

Gift Cards & Store Credits are not refundable and cannot be exchanged for cash. Should you wish to return a full price order purchased with a credit note (within the 10 day return period), another credit note will be provided. 

Gift Cards and Store Credits are valid for 1 year from issued date.

 

 

The shipping costs incurred for returning item/s to KOA for store credit is at your own expense. Shipping costs are non-refundable unless the item is deemed faulty.

We recommend using a trackable shipping service, as KOA take no responsibility in tracking your return or item is misplaced during transit.

 

Faulty, Damaged and Missing Items

KOA takes pride in packaging and processing each and every order. We carefully quality check each item before shipping them to their new homes. In the rare chance you have received a faulty item please email us within 5 days of receipt (do not lodge a return) an image of the fault, along with your Proof of Purchase (ie. order number) to hello@koathelabel.com.au for further review. Please note that the item you are returning must be in it's original, unworn and unaltered condition with all tags still attached. We will assess the fault upon return of the garment and reserve the right to repair or replace if necessary.  If the item cannot be replaced or repaired a full refund will be issued.

Items damaged as a result of incorrect garment care or general wear, are not considered to be faulty. We have the right to refuse your return and will send the product back to you at your own cost.