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Return & Refund Policy
We want you to love your Koha Jackets order. If something isn't right, here's how we handle it:
Returns You have 30 days from the date of delivery to request a return. To be eligible, your item must be unworn, unused, undamaged, with tags attached, and in its original packaging. A receipt or proof of purchase is required.
To start a return, contact us at with your order number and reason for return.
Approved returns for buyer's remorse (change of mind, wrong size, etc.) are issued as store credit or exchange only. Return shipping costs for these returns are the customer's responsibility. A 15% restocking fee applies to all non-defective returns.
Refunds to original payment method are only issued for items that are defective, damaged in transit, or significantly not as described (see Damages & Issues below).
Damages, Defects & Incorrect Items Please inspect your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us within 48 hours of delivery at with:
- Your order number
- Clear photos or video of the item and packaging showing the issue
Claims submitted after 48 hours, or without photo/video evidence, may not be eligible for a refund or replacement. Once evaluated, we will make it right with a replacement, store credit, or refund at our discretion.
Product Accuracy Product photos and videos are for illustrative purposes. Actual color, texture, and finish may vary slightly due to screen settings, lighting, and the handmade nature of some items. Variations are not considered defects.
Exceptions / Non-Returnable Items The following cannot be returned:
- Custom or personalized products
- Perishable goods
- Personal care / beauty items
- Hazardous materials, flammable liquids, or gases
- Sale items and gift cards
If you're unsure whether your item qualifies, contact us before sending anything back. Items returned without prior approval will not be refunded.
Exchanges The fastest way to get the item you want is to return your original item (per the process above) and place a new order for the replacement.
Shipping Policy
Order Processing Orders are processed within 3–5 business days after payment is confirmed. You'll receive a confirmation email with tracking information once your order ships.
Delivery Times Estimated delivery is 8–20 business days depending on your location. Delivery estimates are not guaranteed and may extend during peak periods, customs delays, or carrier disruptions.
Shipping Destinations & Costs We ship worldwide. Shipping costs are calculated at checkout based on destination and order size.
Shipping Address Please double-check your shipping address before completing your order. Koha Jackets is not responsible for delays, misdelivery, or lost packages resulting from an incorrect or incomplete address provided by the customer. Reshipment for address errors may incur additional shipping fees.
Delivery Delays Delays can occur due to customs processing, carrier issues, weather, or peak seasonal volume. If your order hasn't arrived within 20 business days of the estimated delivery window, contact us and we'll investigate.
Order Marked as Delivered but Not Received If tracking shows "Delivered" but you haven't received your package, please:
- Check with neighbors, household members, and your building/parcel locker
- Contact your local post office or courier with your tracking number
If the issue isn't resolved after these steps, contact us at within 7 days of the delivery date. Claims made after this window may not be eligible for replacement or refund, as we're unable to verify the package's status after this time.
Order Cancellations Orders can be cancelled for a full refund within 12 hours of purchase. After this window, your order enters processing and cannot be cancelled or modified.