Customer Service & Returns
We take customer service very seriously here at kora, we want to make sure you are happy! So here are the most common questions and answers below.
- Can I return an item if I don't like it?
Absolutely - we want you to be overjoyed with your kora garment. Simply return it to us within 30 days of purchase for a full refund or exchange. Items must be in their original packaging (with tags still attached), unused and not damaged or rendered non-saleable
- How do I return an item?
Please email or call to let us know why you want to return the item and we'll tell you what to do. Email email@example.com or call +44 (0) 207 118 0686 between 8.30am and 6pm, Monday to Friday and 9am to 4pm on Saturdays GMT.
Unless it's faulty, you must return items within 30 days - and they must be in their original packaging (with tags still attached), unused and not damaged or rendered non-saleable.
If your item was faulty and you have already worn it, please wash it before returning it, following our care instructions.
Please package returns securely. We recommend you use a tracked, insured delivery service, as we can't issue refunds or exchanges for returns that are lost or damaged in transit.
We can only refund your postage costs for returning an item if it was faulty, to a maximum of €15 for EU, US$20 for the rest of the world
We must receive the products and returns form before we can process your refund or issue an exchange.
- Can I exchange items?
Yes, we'll exchange items for a different size or product (subject to availability) within 30 days of purchase. Items must be in their original packaging (with tags still attached), unused and not damaged or rendered non-saleable.
We'll refund any price difference or charge any additional amount to the card you originally paid with.
- My item is faulty.
We're very sorry to hear that. Please return the item to us and we will investigate. Please note that we can't issue refunds for items which have been damaged through normal wear and tear, or improper care. We can only exchange faulty products for the same product, size and colour.
- Can I return a product I've received as a gift?
Yes - our usual returns policy applies, although any refund 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, if the item is faulty). E-vouchers are valid for one year.
- How can I amend or cancel an order?
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.
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.
- How long will it take to refund or exchange my product?
We aim to issue refunds or exchanges within seven days of receiving returns, but if we're very busy it can take up to two to three weeks.
- There's a problem with my order.
We check each order carefully before shipping, so we're very sorry to hear that. We will do our best to fix the problem for you.
Please email email@example.com with your order number if you have it. Or phone +44 (0) 207 118 0686 between 8.30am and 6pm, Monday to Friday and 9am to 4pm on Saturdays GMT.
- How should I care for my product?
Our Hima-Layer fabric is durable, but like any natural fibre it does require care. Follow these steps to keep your garment looking great:
-Wash at 30°C on a wool cycle with similar colours.
-Don't dry clean or tumble dry
-Don't use bleach or fabric softener.
-Line dry, in the shade
-Wash with similar colours
-Iron on lowest heat setting.
-Close zip before washing.
-As with all natural fibres of this nature, including merino wool fabrics, it's normal to see up to 5% shrinkage from washing.
- A note about pilling.
All our products undergo thorough pilling tests, both in the lab and by athletes, before they go on sale. If pilling does occur, it's likely caused by extensive abrasion either in use or during washing. For that reason, we can't accept returns in relation to pilling for items that have been worn or washed.
- Terms and conditions of sale.
For full information about your rights to return products, please check our terms and conditions of sale. This returns policy is subject to any rights, obligations or restrictions that apply under those terms and conditions of sale. It's not intended to replace or affect any compulsory legal rights you may have as a consumer.