We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
If you would like to return or exchange your order, simply email us and we will assist you. A merchandise credit will be issued for returns/exchanges, however, monetary funds will not be issued. You may also exchange it for any item(s) on our website of equal value. Shipping charges are the responsibility of the customer. Merchandise must be returned with original tags attached, unworn, not damaged, and in original packaging. A restocking fee of 20% will be discounted from the original order.
To start a return, you can contact us at email@example.com. We cannot accept a return request if you have not received the item first. If your return is accepted, the return shipping is the customer's responsibility. We will deduct this cost from the total order, plus a 20% restocking fee. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at firstname.lastname@example.org.
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. This return policy does not cover lost or stolen items or defects or damage due to normal wear and tear or caused by accident, abuse, misuse, misapplication, or use of cleaning products together with our jewelry. Stretching our chains and bracelets is not considered a defect in materials or workmanship. Do not expose our products to harsh chemicals or environments, as they can alter the appearance of the product. These include, but are not limited to, liquid silver polish, pools, hot tubs, and spas. Please refer to the JEWELRY CARE instructions for additional information on caring for and protecting your product. Failure to follow these instructions may constitute abuse, misuse, or misapplication of your product purchased from the Kooloola Shop.
Exceptions / non-returnable items
Certain types of items cannot be returned, like 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.
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.
We will notify you once we’ve received and inspected your return, and let you know if the return was approved or not. A merchandise credit will be issued for returns/exchanges, however, monetary funds will not be issued. You may also exchange it for any item(s) on our website of equal value. Shipping charges are the responsibility of the customer. Merchandise must be returned with original tags attached, unworn, not damaged, and in original packaging. A restocking fee of 20% will be discounted from the original order.