- Order Status
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 PST will generally be shipped out on the same day*. Orders placed after 1:00pm PST 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 methods for Domestic orders: Ground Shipping (UPS), 2-Day Shipping (FedEx) and Overnight Shipping (FedEx). For Int'l orders, we use FedEx and DHL.
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.
- Return Policy
Kooba will accept returns** for items purchased on the Kooba.com store within 30 days from receipt for refund or exchange. Returns received within 14 days from receipt will get a refund back to the original form of payment. Returns received after 14 days will receive a store credit. Returns received after 30 days will not be accepted. Please note that shipping charges are non-refundable.
**No returns or exchanges are allowed on Sale/Private Sale items. All sales are final.
You can view our complete Return Policy and request your RMA # by clicking here.
- 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.
- 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).
- 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
- Customer Support Holiday Schedule
Our Customer Service Dept. will be closed on the following observed Holidays in 2013:
- New Year's (observed) - Jan 2
- President’s Day - Feb 20
- Memorial Day - May 28
- Independence Day - July 4
- Labor Day - Sept 3
- Thanksgiving - Nov 28
- Day After Thanksgiving - Nov 29
- Christmas (observed) - Dec 25