Exchanges and returns

Koeka endeavours to ensure that the product details it provides on its website are as accurate as possible. If, despite this, an item fails to live up to your expectations, it can be exchanged or returned.

Returns:

At Koeka, a return is an item that was ordered, but is sent back and the customer does not wish to receive a different product in exchange.

Exchange:

An exchange is when an item that has been ordered is exchanged for a different item.

Complaints:

Koeka has its own complaints department. Click on Complaints for further information.

Viewing period:

You can exchange or return your order within 14 days of receiving it. Koeka will regard the date that the carrier delivered the product as the date on which it was received. Within that period, you will have time to view and/or try on the item, unless stated otherwise.

Reporting returns or exchanges:

Go through the steps on the Koeka webshop in “My Account” under “My Returns”. Or click here for the return form. You will then receive an e-mail with a return number and a P.O. Box address. All you then need to do is to return the item, within 14 days, by mail to Koeka's P.O. Box address. Please mark the return number that Koeka gave you clearly on the outside of your package. Exchanges are subject to a number of terms and conditions. Please therefore read the General Terms and Conditions very carefully.

Terms and Conditions for Exchanges and Returns: 

You may only exchange or return items that were purchased from the Koeka webshop.

• Once your order has been delivered, you have 14 days in which to exchange or return the products. Once that period has elapsed, the purchase will be deemed to be permanent.
• If you wish to exchange or return a product, you should fill in the on-line form in ‘My Account’ under ‘My Returns' and complete all of the steps that are required in order to register  your item with us. You will then receive a return number. Please state this clearly when returning your item.
• The item must be returned undamaged and unworn. The item must be returned in a robust packaging with the item label still attached.
• The cost and risk incurred by sending items by post shall be borne by the purchaser.
• If you wish to exchange an item for one of a different size, Koeka will pay for the cost of sending you the replacement item, but will do so only once.
• In the case of returns, (cancellation of the purchase of one or several items) the amount to be repaid (product price + postage costs) will be transferred back to your account within 30 days.
• Returns may only be sent to our P.O. Box address.

What does Koeka do if customers fail to abide by the conditions outlined above?

• If no or insufficient postage is affixed to the return package, we will be obliged to apply charges. You would then be charged an administration fee of €4.95 plus the costs that the carrier charged to us in order to deliver your unfranked package to us (from €14.00). This means that you will be asked to pay at least €18.95. Those costs will be deducted from the credit note for the items submitted for exchange.
• Any returns that are posted outside of the return period will not be accepted.

If you foresee a situation that may potentially cause a problem, please contact our Customer service department as soon as possible.

After the goods have been received by Koeka:

Once we have received your returned order, we will send you an e-mail to confirm receipt. We will then re-credit the relevant amount to the account from which the purchase was paid for.

Any other questions?

Do you have any other questions that have not been answered specifically? If so, please contact our Customer service department and we will be pleased to help.