If you are a registered customer, you can access your order history by logging into your account using the credentials you used to create your account. You will find the “My Account” link located at the top of each page. Once you have accessed your account, you can click on the “My Orders” link for order status. If you are not a registered user, you can contact Customer Service at 855-655-2513 or by clicking on the “HELP” link located on all store pages.
Customer Service hours are 8am to 5pm (PST/PDT) Monday through Friday.
Shipping & Delivery
Orders placed before 1:00pm EST will generally be shipped out on the same day*. Orders placed after 1:00pm EST will generally be shipped out on the following day with the exception of orders placed on a Friday. Those orders will ship out on the following Monday or next Business day (if Monday is a holiday). You will be notified via email once your order has been shipped. Shipping times can vary based on method chosen and delivery location. Int’l orders must clear import/export regulations which could add to the shipping time of an order.
Orders are shipped via the method chosen at the time the order was placed. Please note that all shipping times are in business days. We currently offer 3 shipping options for Domestic orders: Ground Shipping, 2-Day Shipping and Overnight Shipping. For Int'l orders, we offer 1 shipping option. All orders are shipped via UPS.
We do not ship to PO Boxes or Military APO or FPO addresses.
*Note that there could be a delay in processing your order if we encounter any issues with the billing information provided.
Kooba will accept returns* for items purchased on the Kooba.com store within 10 days of delivery date for a refund and 30 days from delivery date for store credit. Returns received after 30 days from delivery date will not be accepted.
*No returns are allowed on Final Sale items.
International returns - The customer is responsible for all duties, taxes or brokerage fees. If you return an item or refuse an item and we are charged a tax, that duty or tax amount will be deducted from your order total before we issue you a refund.
All returns must meet the following criteria: unworn, unwashed, all tags must be attached, all accessories must be included, no perfume or other scents, no human or animal hair, no rips or tears, no other signs of being worn all original packaging and hangers must be included.
Please note that shipping charges are non-refundable and all returns are subject to a 15% restocking fee.
Holiday Returns Policy
Orders placed between December 2, 2014 and December 24, 2014 are eligible for our extended holiday return policy. During this period, we will accept returns* postmarked by January 15, 2015.
*Excludes final sale
How to return an item?
All returns require a valid Return Merchandise Authorization # (RMA). You can request your RMA # and review our complete Return Policy by clicking below:
How will my return be processed?
Once a return arrives at our warehouse it will take us 10 to 14 days to receive, inspect and process. You will be notified via email once your return has been completed.
Rejected returns will be sent back to the shipping address on your original order and customer may be charged a $13 rejection fee.
- Shipped items that are either refused by the customer or cannot be delivered by the carrier, will be returned to Kooba and the customer will be credited for the product cost and tax, less shipping and handling Customer will be required to place a new order and will be responsible for any associated shipping charges.
In stock orders: Orders are authorized and processed real-time so canceling an in stock order is very difficult. If you need to cancel, please contact customer service by calling 855-655-2513 as soon as possible after the order has been placed. If the order has already been processed, you will need to follow the Returns process to return the product for credit or exchange.
Out of stock/backorders: If you need to cancel and item/order that is out of stock or on backorder, please contact customer service by clicking on the “HELP” link located on all store pages or by calling 855-655-2513. Once your item/order has been cancelled, you will be notified via email via a cancellation confirmation. If for any reason your order is unable to be cancelled and has been shipped, you will need to follow the Returns process to return the product for credit or exchange.
Pricing, Payment, Price Adjustments & Refunds
All prices are displayed in US Dollars. International orders will be billed at the then current currency conversion rates. We accept Visa, MasterCard, American Express and Discover credit cards for payment. We also accept PayPal. Your credit card will not be billed until your order has been shipped. Any applicable credits or refunds will be applied back to the credit card or PayPal account used for the original purchase.
We charge sales tax for all online orders that are being shipped to locations in California only. Other states are not charged at this time.
Coupon and other Promotional codes are limited to one per order. They cannot be combined.
Price adjustments on previous purchases are not permitted.
*Please note that all International shipments are sent DDU. All duties and taxes shall be borne the purchaser.
Updating Account Information
- If you are a returning customer, you can easily update your information by logging into your account. You will find the "My Account" link located in the top of each page. Once you have accessed your account, you can click on the "Account Information" link to update your account information.
Caring for the leather of your Kooba bag is very important. For cleaning, we highly suggest the LeatherSpa, or any other leather cleaning specialist in your area.www.leatherspa.com. 55 W. 55th St. New York, NY 10019 (212) 262-4823
Please never use soaps or other cleansers to clean your leather as this may cause further damage to leather.
Product Quality and Guarantee
At Kooba, we value and appreciate your loyalty towards our brand. We take pride in the Kooba brand and want you to have the utmost satisfaction with your purchase.
All Kooba products purchased through an Authorized Full-Price Retailer, or from our online store, are covered under a limited one (1) year warranty from the original date of purchase. The warranty covers our products against manufacturer's defects. This warranty does not include damages resulting from normal wear and tear, dye transference, natural imperfections, or any form of alteration or repair performed by anyone other than the authorized Kooba Repair Center. For repair inquiries, please fill out the questions below and submit answers to email@example.com.
Contact information (address, phone number, e-mail)
Name/style of the bag
Purchase date & location
Proof of purchase
Description of damage
Picture of damaged bag (if applicable).
- Kooba products may only be returned or repaired after Kooba issues a Return Authorization.
Off-price and Sale Event Purchases
Items purchased through a discounted retailer (Saks Off 5th, Gilt Groupe, Nordstrom Rack, Rue La La, Ideeli, etc.) or during a Kooba sale, will be considered for repairs on a case-by-case basis. Please contact our customer service department for additional information.
For any questions, please feel free to contact us at: Info@kooba.com