RETURNS AND REFUNDS CONDITIONS

  You have 30 days from the purchase date in-store or receipt of your online order to return any item(s) you do not wish to keepprovided that the items have not been worn/altered/washed and are in perfect condition for resale, with their original labels. 

Please note that we only offer refunds, no exchanges for online orders.

 

1° RETURN BY POST TO OUR WAREHOUSE 
 

For european countries:
 

You can return items ordered on www.thekooples.com free of charge, by Colissimo, directly to our warehouse. 

Refunds only, no exchanges.

The first return within the same order is free of charge.
The second return and any subsequent returns within the same order are subject to a fee.

Specific conditions for Outlet/Web Exclusive/Last Chance:

Returns are only accepted by mail; no in-store returns will be accepted for Outlet orders.

The return of items from the Outlet/Web Exclusive/Last Chance selection is chargeable from the first return.

The return fees, a flat rate of 7 euros, will automatically be deducted from the refund of the returned items, if these fees apply.

Here are the steps to follow to make your return: 

1. Log in to your customer account and access your orders.

2. Click on the order concerned

3. Select ‘Make a return / Effectuer un retour’.

4. Add the items you wish to return (choose the item, the quantity and the reason for the return)

5. Validate your return and download the return documents: the Colissimo delivery note to stick on the parcel before closing the page and the return document to insert in your parcel.

6. Drop off your parcel at your nearest post office.

For other countries:

You can return items ordered on  www.thekooples.com  by DHL, directly to our warehouse. 

Here are the steps to follow to make your return : 

1. Log in to your account to access your orders and click on "Make a return". You can also request a return on  https://web.global-e.com/Returns/Portal , by inserting your order number starting with "GE" and the email address used to place the order.

2. Choose the item(s) you wish to return, select the return method "Express pre-paid return" and tick the "Disclaimer" box. Print your return documents.

3. Slip the return form inside your parcel and stick the pre-paid return form on the outside. (Ensure that no other label is stuck on the parcel you are returning).

4. Go to your nearest DHL drop-off point which you can find at  https://locator.dhl.com/  , or arrange to have the parcel picked up from your home on DHL website.

 

2° RETURN IN-STORE 

 

    • RETURNING ITEMS PURCHASED ON OUR WEBSITE
 
  You can return your items to one of The Kooples shops (excluding outlet stores and department boutique department stores) with your order number.

  Important  : if you have made a return request via our website, you will not be able to return your items to a shop. 
   
  Special conditions for Outlet sales  : 
  Returns are by post only, no in-boutique returns will be accepted for Outlet orders. If your order includes Outlet items and items from current collections, your items will be split into several packages.

 

   • RETURNING/EXCHANGING ITEMS PURCHASED IN ONE OF THE KOOPLES OFFICIAL STORES

You can return or exchange your items purchased in-store. 
 
  Go direclty in the store of your choice (excluding outlets and department stores)  with your receipt.

If the value of the items purchased is greater than the items returned, you will pay the difference directly to the store.

For a list of the stores near you, click here.

If the value of the items purchased is greater than the value of the items returned, you must pay the difference directly in the store.  
  You cannot exchange your item against an item with a lower value.
 
 

   • RETURNING/EXCHANGING ITEMS PURCHASED IN AN OUTLET STORE

For all your purchases made in outlet boutiques, you can obtain a refund or exchange of your items only at the outlet boutique  of your choice, with your receipt. 
  No return or exchange is possible in shops or department stores. 
 
  To view the list of shops, department stores and outlet boutiques closest to you,  click  here.   
   

If the value of the items purchased is greater than the value of the items returned, you must pay the difference directly in the outlet boutique.  You cannot exchange your item against an item with a lower value.

 

   • RETURNING/EXCHANGING ITEMS PURCHASED IN A DEPARTMENT STORE CORNER

For all your purchases made in department stores, you can be refunded or exchange your items in a department store corner only, with your receipt. 
  No return or exchange is possible in shops or outlet stores.

For more details, see the department store's exchange and refund policy.

 

3° ONLINE REFUND PROCESS TIME
 

You will receive your  refund within a maximum period of 14 working days from the receipt of your return parcel at the warehouse or store, provided that the items have not been worn/altered/washed and are in perfect condition for resale, with their original labels.

 

CUSTOMER SERVICE CONTACT

Our advisors are available 9 a.m. to 7 p.m. Monday to Saturday inclusiveto help you make your return: