Making sure our customers are totally happy is extremely important to kora™. Here are some guidelines on how we manage returns, shipping, and problems. We’d also really love to hear what you think, so if you have time, it would be great to hear your product feedback which you can submit using our simple form.
If you've got a problem with your order, first of all we're very sorry to hear that. We'll do our best to fix it for you, please email firstname.lastname@example.org, or by phone on +44 (0) 207 118 0686 between 8.30am and 6pm, Monday to Friday and 9am to 4pm on Saturdays GMT. Add your order number to the email if you have it, and tell us what's gone wrong. We'll let you know what to do or get back to you as soon as we can. Thanks.
Please check our Terms and Conditions of Sale for further information about your rights to return products. This Returns Policy is subject to any rights, obligations or restrictions that apply under those Terms and Conditions of Sale. It is not intended to replace or affect any compulsory legal rights you may have as a consumer.
We want to make sure you are really happy with your product, so if you decide you want to return it, for whatever reason, provided it's still in its original packaging, unused and has not been damaged or rendered non-saleable, you can return it to us in accordance with this Policy for a full refund or exchange up to 90 days after the date of purchase.
All products are quality controlled and checked for any faults or manufacturing defects before they are dispatched to you. Should you receive an item that is not delivered in perfect condition or does not meet its description you must contact us immediately.
Faulty or non-conforming products
Faulty products or those that do not substantially conform with their given description will be replaced, refunded or repaired in accordance with our Terms and Conditions of Sale and your statutory rights, subject to reasonable evaluation by kora™. We will assess any fault or non-conformance on the return of your order. We do not consider deterioration caused by extensive item use and/or wear and tear to constitute a fault.
Hima-Layer™ fabric, whilst durable, is a natural fibre and does require due care when washing. You must follow these care guidelines when washing your product. If we see evidence that proper precautions have not been taken then this may invalidate any warranty we provide in relation to your product.
Care Guidelines for Hima-Layer™ fabric: Wash at 30°C on a wool cycle | Do not dry clean or tumble dry | Wash with similar colours | Do not bleach or use fabric softener | Line dry in the shade | Minimum iron | Close zip before washing. You may also expect to see 5% shrinkage from washing which is normal for natural fibres of this nature.
All kora™ products have been tested in use by athletes and in the lab and have passed all pilling tests. If you find piling does occur it is probably due to extensive abrasion either in use or during washing and we will not be obliged to accept returns in relation to piling for items that have been worn or washed.
How do I return an item?
In the first instance please email email@example.com or call us on +44 (0) 207 118 0686 between 8.30am and 6pm, Monday to Friday and 9am to 4pm on Saturdays GMT to tell us why you want to return the item, and we'll tell you what to do.
Only returns which have been notified to us within 90 days of purchase and that have not been worn and are in the original packaging with all tags attached will be accepted, unless the product is faulty or does not conform substantially to its description, in which case such products may be returned after wearing subject to our Terms and Conditions of Sale. However, if you have worn the product please wash the product before returning to us, taking note of the washing guidelines as described on the product's care label. Please return items in appropriate packaging and follow all our instructions given by email or over the phone.
Please note that we will not be obliged to process any refund or issue any exchanges under this Policy until we receive the products and returns form. Except where products are being returned due to a fault or for non-conformance with description, they also need to be returned in their original packaging with tags attached and accompanying material. Unless we agree otherwise, you are responsible for packing and returning products securely and providing proof that product have been returned.
We cannot issue any refunds or exchanges for returns that have been lost or damaged in transit after you have sent them so we recommend that you return the products by a method which allows you to track their return and if possible insures you for their loss or damage.
Amending or cancelling orders
If you wish to amend or cancel your order, please email us at firstname.lastname@example.org or call us on +44 (0) 207 118 0686 between 8.30am and 6pm, Monday to Friday and 9am to 4pm on Saturdays GMT and we’ll do our best to help you. However, if your order has already been processed then we may not be able to cancel or amend it. If you live in the European Union, this will not affect any compulsory cancellation rights that you may have under our Terms and Conditions of Sale.
We can only refund your postage costs for returning an item if the product is faulty, to a maximum of €15 for European Union, A$30 Australia, $30 Japan and the rest of the world. However we aren’t able to refund postage for any other return reason.
We are happy to exchange your item within 90 days of purchase for a different size or product provided as above the item has not been used and remains in its original packaging. We will refund any price difference or charge any additional amount to the card you originally paid with. Faulty products can only be exchanged for the same product, size and colour. All exchanges are subject to availability. Exchanges will be issued when we have received the original product at our address and it has been inspected.
Where products are faulty, where possible, we will offer to repair the fault. However you will have the option to receive a refund. We will issue a refund on your request provided the original item has been returned in accordance with this Policy and a fault is apparent on inspection. We reserve the right not to issue a refund if, in our reasonable judgement, we do not agree that a product is faulty. Refunds will be made back onto the same card as was used to purchase the product.
How long will it take to refund or exchange my product?
We will make every effort to issue agreed refunds or exchanges within 7 days of receipt of the original garment, but this may take up to 2-3 weeks to process in busy periods.
What if my product was a gift?
If you have received a product as a gift, you may return it to us in accordance with this Policy although any refund you are entitled to receive may be in the form of a credit note or e-Voucher to the value of the returned item (along with the costs incurred in returning the products to us (where applicable)). Any e-vouchers will be valid for 1 (one) year. Please ensure you provide us with your e-mail address when returning a gift, otherwise you will not be able to receive any e-vouchers.