RETURN CONDITIONS AND REFUNDS


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 keep provided that the items have not been worn/altered/washed and are in perfect condition for resale, with their original labels. 

Please note that our in-store returns service is temporarily suspended and only postal returns remain available.

 

1° RETURNS TO OUR WAREHOUSE 

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

Refunds only, no exchanges.

Here are the steps to follow to make your return: 

1. Log in to your account to access your orders and click on "Create 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. 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.

 

2° RETURNS IN-STORE    

    • RETURNING AN ITEM/ITEMS PURCHASED ON THEKOOPLES.COM 

You can make a return in one of the following 3 stores available for return :

- 30-31, Carnaby Street, London (W1F7DJ)

- 6, Milsom Street, Bath (BA1 1DA)

- St James Square, Edinburgh (EH1 3AD)

There is no procedure to make if you want to return your order in-store. You have to bring the item(s) ou want to return, the parcel used for the delivery and your order confirmation email.

You will receive your refund within a maximum of 14 working days as from the date on which you drop the order off in-store.

No exchanges.

 

3° ONLINE REFUND PROCESS TIME

You will receive your refund within a maximum of 14 working days as from 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 from 9 a.m. to 7 p.m. Monday to Saturday inclusive to help you with your returns via the the contact fom (you will receive a response within 48 working hours)

 

The Kooples