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.
Top Questions Asked
What are your shipping fees?
| Order Total | FedEx Ground | UPS 2 Day | UPS Standard Overnight |
|---|---|---|---|
| Delivery in 5-7 Business Days | Delivery in 2-3 Business Days | Delivery bu Next Business Day | |
| 1 item | Free | $18.95 | $23.95 |
| 2 items | Free | $20.95 | $25.95 |
| 3 items | Free | $22.95 | $27.95 |
| 4 items | Free | $24.95 | $29.95 |
| 5+ items | Free | $26.95 | $31.95 |
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.
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.
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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Ordering Questions
Why should I become a registered user?
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.
How do I change or cancel an order?
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.
What are my payment options?
We accept Visa, Mastercard, American Express and PayPal.
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.
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 s erver, so that only data to and from these sources can be valid.
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Shipping Questions
What are your shipping fees?
| Order Total | FedEx Ground | UPS 2 Day | UPS Standard Overnight |
|---|---|---|---|
| Delivery in 5-7 Business Days | Delivery in 2-3 Business Days | Delivery bu Next Business Day | |
| 1 item | Free | $18.95 | $23.95 |
| 2 items | Free | $20.95 | $25.95 |
| 3 items | Free | $22.95 | $27.95 |
| 4 items | Free | $24.95 | $29.95 |
| 5+ items | Free | $26.95 | $31.95 |
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.
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.
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.
What's the difference between "Order Date" and "Ship Date"?
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.
What countries do you ship to? What about duties?
As of now, we only ship to the contiguous United States.
Do you ship to PO boxes and APO/FPO addresses?
For security reasons, we do not currently ship to P.O. boxes or APO/FPO addresses.
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Returns & Exchanges
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 only be accepted at our discretion.
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.
For any return/exchange, please contact Customer Service to receive the return address. Customer service can be reached at info@kooba.com.
Where do I ship my return/exchange?
Please contact customer service to receive the mailing address for returns/exchanges. Customer service can be reached at info@kooba.com or 212-842-3144.
How should I ship my return/exchange?
Pack and seal your box securely, in the original package if possible. 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.
When will my credit card be refunded?
Once your package has been received, your refund or exchange will be
processed within 7 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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Miscellaneous Questions
Where can I find a store near me that carries your product?
Please email info@kooba.com and they will be able to provide the closest stores near you.
Can you tell me when new products or special promotions are announced?
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.
What is the Address Book and how do I use it?
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.
Why can't I select the color/size combination I want?
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.
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
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.
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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