Kooba Help Page
Welcome to our help page. We've listened to your feedback and have
made it easy to find the information you're looking for. This page
is broken down below into the following categories: Top
Questions Asked, Ordering,
Shipping, Returns
and Miscellaneous.
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| What are your shipping fees? |
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Order Total
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FedEx Ground
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FedEx Express Saver
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Next Day
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Delivery in 5-7 Business Days
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Delivery in 2-3 Business Days
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Delivery by Next Business Day
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1 item
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Free
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$13.95
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$28.95
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2 items
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Free
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$15.95
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$30.95
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3 items
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Free
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$17.95
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$32.95
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4 items
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Free
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$19.95
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$34.95
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5+ items
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Free
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$21.95
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$36.95
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When will my order be shipped? When will it arrive?
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If your order was placed Monday thru Thursday it will be shipped
the same day or the day after. If your order was placed on Friday
prior to 3:00pm PST, the order may be shipped the same day, if not
it will be shipped on Monday. You will receive an e-mail confirmation
once your order has shipped. Prior to checking out, you will see several
estimated arrival dates, depending on the type of shipping you select.
NOTE: For consumer protection, all orders are subject for review.
On occasion, this may cause a slight delay in processing your order.
Your patience is greatly appreciated. |
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What's the status of my order? How do I track my order?
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Once you have placed an order, you can check on its status at any
time. To track your order from this page, go
here. Once an order has shipped, you will receive a shipment
confirmation email that will contain your tracking information. |
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Do you offer Gift Certificates?
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Yes, we do! Gift Certificates can be ordered in any amount. They
are sent via e-mail to any individual with a valid e-mail address.
The recipient of a Gift Certificate will receive an e-mail with a
Gift Certificate code redeemable only on our website. Click
here for more information. |
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| Will my credit card be charged immediately? |
No. Your credit card will not be charged until your order is shipped.
When you enter your credit card information on the final review page,
we'll give you an order confirmation number. You will also immediately
receive an e-mail confirming that your order has been received. We
will send you another e-mail to notify you when your order has been
shipped and we've charged your credit card. |
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| Do you offer Gift Certificates? |
Yes, we do! Gift Certificates can be ordered in any amount. They
are sent via e-mail to any individual with a valid e-mail address.
The recipient of a Gift Certificate will receive an e-mail with a
Gift Certificate code redeemable only on our website. Click
here for more information. |
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Why should I become a registered user?
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You won't have to re-enter your credit card, shipping or billing
information; when you place an order they will be filled in automatically.
Also, registering makes gift giving simple. Your family and friends'
information can be saved in your Address Book, so you avoid typing
in their information each time you send a gift. Click
here to register now. |
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How do I change or cancel an order?
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To cancel an order you recently completed, simply go to this
page, log in and then click "cancel order." If for any
reason you would like to change your order, please contact
customer service as soon as possible. We will make every
effort to accommodate your request. However, keep in mind our system
is designed to fulfill orders as quickly as possible. As a result,
we cannot cancel or change an order once it has entered the shipping
process. |
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What are my payment options?
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We accept Visa, Mastercard, American Express and PayPal. |
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| Are purchases on this website really tax free? |
Yes - we collect sales tax only in states where we have a physical
presence. Currently, sales tax only applies to the states of California
and New York. |
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| Is ordering over the internet secure? |
Yes. Secure Socket Layer (SSL) encryption is used for every transaction
in order to ensure that your order is secure. SSL encrypts the transmissions
from our ecommerce servers as well as your computer. SSL encryption
works by forming a matched pair with the transmission from your computer
transmission and our server, so that only data to and from these sources
can be valid. |
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return to top |
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|
|
| What are your shipping fees? |
|
Order Total
|
FedEx Ground
|
FedEx Express Saver
|
Next Day
|
|
|
Delivery in 5-7 Business Days
|
Delivery in 2-3 Business Days
|
Delivery by Next Business Day
|
|
1 item
|
Free
|
$13.95
|
$28.95
|
|
2 items
|
Free
|
$15.95
|
$30.95
|
|
3 items
|
Free
|
$17.95
|
$32.95
|
|
4 items
|
Free
|
$19.95
|
$34.95
|
|
5+ items
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Free
|
$21.95
|
$36.95
|
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| What's the status of my order? How do I track my order? |
Once you have placed an order, you can check on its status at
any time. To track your order from this page, go
here. Once an order has shipped, you will receive a shipment
confirmation email that will contain your tracking information. |
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| How do I know that my order has been shipped? |
When your order has been shipped, we will send you another e-mail
with your tracking number and a link to where you can track it online.
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When will my order be shipped? When will it arrive?
|
If your order was placed Monday thru Thursday it will be shipped
the same day or the day after. If your order was placed on Friday
prior to 3:00pm PST, the order may be shipped the same day, if not
it will be shipped on Monday. You will receive an e-mail confirmation
once your order has shipped. Prior to checking out, you will see several
estimated arrival dates, depending on the type of shipping you select.
NOTE: For consumer protection, all orders are subject for review.
On occasion, this may cause a slight delay in processing your order.
Your patience is greatly appreciated. |
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What's the difference between "Order Date" and "Ship
Date"?
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On most websites, "Order Date" and "Ship Date" are not the same.
For example, if you place an order on Friday at 11:00pm PST, your
package will not ship until after the weekend. When you place an order,
you'll see an "Estimated Ship Date" on the order page. If you opted
for 2nd Day Shipping, you will receive your package two days after
it ships. In some cases this does not necessarily mean two days after
you placed the order. Although most orders are shipped the same or
next day, please take weekends and holidays into account when considering
the shipping date. |
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What countries do you ship to? What about duties?
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We're proud to offer international shipping. Please click
here for our international shipping rates. Remember,
shipments outside of the U.S. may be subject to import duties and
taxes, which are the responsibility of the recipient.
Since duties and taxes vary by country and by what was ordered, we
are not able to supply an estimated cost. Please contact your customs
office for more information. International orders take about 7 days
to arrived once they've shipped from our warehouse. |
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| Do you ship to PO boxes or APO/FPO addresses? |
For security reasons, we do not currently ship to P.O. boxes or
APO/FPO addresses. |
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| If I send my package as a gift, will the recipient receive the
invoice? |
Yes. If you would like us to remove the invoice from the package,
please send us an e-mail immediately after your order is placed by
using this form. |
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| What is your return/exchange policy? |
We guarantee our merchandise to be free of manufacturing defects
and will accept any defective item for refund or exchange. Unwashed,
unworn, unused or defective merchandise may be returned within 21
days after purchase for an exchange or refund, but all exchanges/refunds
are subject to our inspection. Merchandise received after 21 days
will be subject to a 15% restocking charge. Merchandise received after
60 days will only be accepted at our discretion for a store credit.
We will only refund shipping charges if we sent the wrong item
or the item sent was defective. If you are making an exchange because
you would like a different size, style or color, you will be charged
for shipping on your exchange. The return/exchange value is determined
by the last retail price of the item.
Please note: We do not accept returns on products that were not
purchased via this website. If you have purchased from an authorized
kooba retailer and you wish to return/exchange/refund your bag,
you must bring it back directly to the seller.
Please use the most economical shipping method for your return.
Due to security constraints, we cannot reimburse you for an amount
greater than your purchase amount.
Returns & Exchanges will only be accepted with a completed
return form. Log into your account,
click on "View Order" and on the following page click
on the "Return or Exchange Items" link. Follow the easy
steps, print the final page and include it in your return box. |
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Where do I ship my return/exchange?
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Returns and exchanges must be mailed to the address on our return
form. You must use our return form to properly process your return/exchange.
Go here, log in, click on
"View Order" and on the following page click on the "Return or Exchange
Items" link. Follow the easy steps, print the final page and include
it in your return box. |
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How should I ship my return/exchange?
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Pack and seal your box securely, in the original package if possible.
To be properly processed, you return/exchange must include a completed
return form. Go here, log
in, click on "View Order" and on the following page click on the "Return
or Exchange Items" link. Follow the easy steps, print the final page
and include it in your return box. You should ship your return/exchange
with a carrier who will provide your package with a tracking number
to ensure that your package does not get lost. Packages must be returned
prepaid. We do not accept COD. |
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When will my credit card be refunded?
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Once your package has been received, your refund or exchange will
be processed within 3-5 business days. If there is a refund due, a
credit will be issued in the original form of payment.
The credit may not show up until your credit card's next monthly
billing cycle. You will be notified via email to the address listed
on your order when this transaction has taken place. Please note
that your banking institution may require additional days to process
and post this transaction to your account once they have received
the information from us. |
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Where can I find a store near me that carries your product?
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Searching for a store near you that sells our products
is easy, just go to our store
locator page. |
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Can you tell me when new products or special promotions are announced?
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Yes. Simply register
with us and you will be eligible to receive e-mail updates on new
products, sales, events and other special announcements.
Click here to get started. |
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What is the Address Book and how do I use it?
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Registered users can store the addresses of their friends and family
online, so when you want to send a gift, you don't have to search
for his/her address...we'll hold on to it for you! Go
here to update your address book. |
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Why can't I select the color/size combination I want?
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It's possible that the color/size combination you want is not in
stock. For example, we may have your size in stock but not the color.
Or we may have the color, but not your size. You can email our customer
service department if what you're looking for is out
of stock, they may be able to help you in terms of when the product
will be available. |
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| How can I be sure that the bag I bought is authentic? |
We cannot authenticate any bags purchased on ebay ; unfortunately,
the market for counterfeit bags is growing and the only way we can
protect our customers is to identify our authorized retailers.
Kooba products are not sold through
flea markets, street vendors, at house parties, or online auction
sites |
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| Is my personal and credit card information safe on your website? |
Yes. We've taken several steps to ensure all information received
from our online visitors is secure from unauthorized access and use.
All transactions are completed on a secure server. In secure mode,
your computer and our server send data back and forth in an encrypted
format. |
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| What is your privacy policy? |
We will never share your e-mail address or personal information
with any third parties. Any information collected on this website
will be used for fraud control, order verification or internal marketing
purposes only. For more details on our privacy policy, click
here. |
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