Returns & Shipping

Our returns & shipping policy is designed to ensure customer satisfaction. If for any reason you are not satisfied with your purchase, you can request a refund within a certain timeframe.

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Last updated: July 2025

1. General

2. Damages and Issues

3. Exceptions / Non-returnable Items

4. Exchanges

5. Refunds

1. general

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact.koalu@gmail.com. Please note that returns will need to be sent to the following address:

Koalu
3333 S La Cienega Blvd, Los Angeles, CA, 90016

If your return is accepted, you will be responsible for arranging and covering the return shipping. We'll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at contact.koalu@gmail.com.

2. damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

3. exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

4. exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

5. refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at contact.koalu@gmail.com.