We want to ensure that your shopping experience with us is enjoyable and satisfactory. However, we understand that sometimes things may work out differently than planned. If this happens, we have a general return/exchange process to help you.
General Return/Exchange Process
Step 1: Initiate Your Return & Exchange
If you need to initiate a return or exchange, please send us an email at info@koeei.com with your order number, and our customer service team will provide you with professional and helpful suggestions to help you with the return & exchange process.
Step 2: Ship Your Product Back
After we approve your request and provide our return/exchange address, please return the item within 7 days by following our instructions. We recommend using a tracking service for delivery confirmation, as we can only issue a refund/exchange once we receive the product back. So that you know, we do not pay the shipping fee for returning products.
Step 3: Refund/Exchange
When we get your return, we will look over the item within 3-5 working days and process a replacement for an exchange or issue a refund.
Please note:
Before returning the product, please contact us to initiate the return/exchange process. Direct return at the delivery time or to the local post office with prior contact would be accepted. You can email us at info@koeei.com with RETURN in the email subject line. Additionally, we only issue refunds/exchanges for items that are within the scope of our Return/Exchange Policy. If an order is disputed, you must contact us directly before requesting a refund and resubmit your request according to the policy process.
Non-Refundable/Exchangeable
We are committed to providing our customers with high-quality products and services. However, if you receive a defective product, we will gladly accept your return/exchange. Please note that sizing issues, change of mind, damages due to use, washing, self-repair, or other human interventions do not qualify as quality issues.
To be eligible for a return/exchange, all items must be unworn, unused, and in the original condition with the original packaging and tags attached. We cannot refund any garments that appear to have been worn, washed, or altered. Please keep in mind that items sent to you as a replacement or exchange are non-refundable. Our customers are responsible for the return shipping costs.
Please note that koeei.com is not responsible for any failed delivery attempts caused by customer negligence. Negligence includes but is not limited to refusal of shipment confirmation and incorrect or incomplete consignee information such as order address, contact number, or consignee name. In this case, we are unable to provide a refund. If you find that your order information is incorrect, please contact us at info@koeei.com with your order number and correct information as soon as possible. We are more than happy to help you.
Return
Returns may be made within 14 days from the date you've received your items. Please do not send return items to the sender's address from the package you received. Please contact our customer service, info@koeei.com, to get the shipping address for returning the items.
Refund/Exchange
After your return items have arrived and confirmed with the outlined refundable conditions at our warehouse. We will initiate your refund/exchange in 5 business days. There is no extra cost for you.
For best customer service, like always, we will notify you via email once your return package has been received and let you know whether the items qualify for a refund.
We will send you a second email when the refund is on the way back to you; please expect up to 7 days for the fund to arrive.
If you haven't heard from us after 7 days or have any queries regarding your refund/exchange, please get in touch with us at info@koeei.com.
Thank you for shopping with us! We hope to see you again soon.
Best Regards
KOEEI®
