Australia Post is experiencing domestic and international delivery delays in all destinations due to limited airline capacity and government restrictions as a result of covid-19. Australia Post is working with partner airlines and other postal operators to move items as quickly as possible and clear backlog.
As this is changing all the time, please check your country in this list prior to placing an order.
We at KOA are dispatching your orders every day, however please understand the delays by Australia Post are out of our control. We are working with alternative delivery partners for most domestic orders to hopefully improve the delivery timeframes.
EXPRESS SHIPPING (for orders within Australia) is still the fastest delivery option but please keep in mind that next day delivery is not guaranteed.
We appreciate your patience and understanding during these unprecedented times. For further assistance, please contact us at firstname.lastname@example.org
We endeavour to dispatch all orders within 2 business days, this excludes public holidays and peak times such as collection launches and sale periods. Please allow up to 5 business days for standard orders to be dispatched during peak times.
Standard Shipping (once dispatched)
Delivery Estimate 3-10 business days
Express Shipping (once dispatched)
$15.00 - Delivery Estimate 1-3 business days
*please note: orders are shipped from Melbourne & not all AU postcodes are guaranteed next day delivery via Express.
Standard Shipping (once dispatched)
$20.00 Flat Rate
Temporary Delivery Estimate 15-20 business days (due to covid-19)
Rest of The World (Australia Post)
$30.00 Flat Rate
Please note — all shipping costs are in Australian Dollar (AUD) currency. International delivery costs do not include any taxes or duties which may be applied by customs at the destination country. Any taxes or duties incurred are the responsibility of the delivery recipient. In accordance with Australian export regulations, we are required to declare the exact value of all items. For more information on taxes, duties and customs regulations, we recommend contacting your local customs office directly.
If the receiver refuses to pay taxes and duties, the item(s) will be returned to sender and the order will be refunded in the form of a store credit, excluding the return and original shipping fee.
Purchases made on weekends and public holidays will be processed on the following business day. Please allow up to 5 working days for standard orders to be dispatched during launch and sale periods.
Please enter your shipping address correctly, as once your order has been received and dispatched, we can not alter address details and you will be charged the standard applicable postage rate to resend if it is returned to sender.
If you have any questions regarding shipping please contact us directly at email@example.com
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.
FULL PRICE 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.
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 firstname.lastname@example.org 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.