RETURN CONDITIONS AND REFUNDS

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

 

1. Return Conditions for Online Orders 

You have a period of 30 days from the receipt of your online order to return any item(s) that do not suit you, provided the items have not been worn/altered/washed and are in perfect resale condition, with the original tags still attached.

Refunds only, no exchanges.

 

a. Returning Your Order by Mail

Returns are free of charge, except in the following cases:

• If you are making more than one return for the same order, any additional returns will be subject to a fee.

• Returns of items marked as Outlet/Last Chance/Web Exclusive are subject to a return fee from the first return. A fee of £7 will be deducted from your refund to cover return shipping costs. These items must be returned exclusively by mail— in-store returns are not accepted for these categories.

 

To generate your return label, you must declare your return on our website by following these steps:

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. 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 here, or arrange to have the parcel picked up from your home.

Important Information:

• Once a mail return has been initiated, you can no longer return your items in-store.

• The return will be handled by the carrier selected at the time of your order. You will receive a refund within a maximum of 14 business days from the date your package is received at our warehouse.

 

b. Returning Your Order In-Store

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

We remind you that the simplest and fastest way to return your items is by visiting one of our The Kooples stores.

You can return your items to the The Kooples store of your choice (excluding outlet stores, department store and affiliate-run stores), using only your order number.

Important Informations:

• Once a mail return has been initiated through our website, in-store returns are no longer possible.

• If you wish to make an exchange and the value of the new items is less than the returned items, you will receive a credit note for the difference. This credit note will be valid for 6 months from the date of issue and can be used in any The Kooples store in the relevant country (excluding department store and affiliate-run stores).

• You will receive a refund within a maximum of 14 business days from the date your order is dropped off in-store.

 

       2. Return Conditions for In-Store Purchases 

   

You have 30 days from the date of purchase to return your item, upon presentation of the original receipt. This return must be made in the country of purchase.

Items bought in regular stores must be returned exclusively in our standalone stores, while items purchased in outlet stores can only be returned in outlet stores.

For purchases made in affiliate-run boutiques or department stores (a list is available on our website), please refer to their specific return policies.

Refunds are only possible for purchases made by credit card and will be issued to the card used for payment. For cash purchases, refunds will be issued in the form of a store credit.

To find the list of the nearest standalone stores, department store corners, and outlet stores,  click here.