FAQ’S
Orders & Shipping
How can I track my order?
You can track your order by logging into your account on our website or by clicking the tracking link in your shipping confirmation email.
What are your shipping options?
We offer standard shipping (3-5 business days), express shipping (1-2 business days), and international shipping (7-14 business days). Shipping costs are calculated at checkout.
Do you ship internationally?
Yes! We ship to most countries worldwide. International shipping typically takes 7-14 business days, depending on the destination.
Is there free shipping?
We offer free standard shipping on all domestic orders over $99.
What is your estimated delivery time?
Standard shipping: 3-5 business days Express shipping: 1-2 business days International shipping: 7-14 business days
My order hasn't arrived yet. What should I do?
If your order hasn't arrived within the expected timeframe, please contact us at customercare@koleana.com with your order number, and we'll help track your package.
Returns & Exchanges
What is your return policy?
We accept returns within 30 days of delivery. Items must be unworn, unwashed, and have all original tags attached.
How do I return or exchange an item?
To initiate a return or exchange, please visit our Returns Portal on the website or contact customercare@koleana.com for assistance.
Is return shipping free?
We provide free return shipping labels for exchanges. For returns, a flat fee of $10 will be deducted from your refund to cover return shipping costs.
How long does it take to process a return?
We provide free return shipping labels for exchanges. For returns, a flat fee of $10 will be deducted from your refund to cover return shipping costs.
Can I exchange an item for a different size or color?
Yes! Exchanges can be processed through our Returns Portal. If your preferred size or color is out of stock, we'll issue a refund instead.
Products & Sizing
How do I find my size?
We provide detailed size guides on each product page. If you're between sizes, we typically recommend sizing up for a more comfortable fit.
Are your measurements in inches or centimeters?
Our size charts include both inches and centimeters for your convenience.
Do your clothes run true to size?
Our items generally run true to size, but we recommend checking the specific size chart for each product as fits may vary slightly between styles.
What materials do you use in your clothing?
We use a variety of sustainable and high-quality materials. The specific materials for each item are listed in the product description.
How should I care for my Koleana clothing?
Care instructions are provided on the garment label and in the product description. Most items can be machine washed cold and laid flat to dry for best results.
Payment & Security
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, Apple Pay, and Google Pay.
Is my payment information secure?
Yes, all payment information is encrypted and processed securely. We don't store your full credit card details on our servers.
Can I use multiple payment methods for a single order?
Currently, we can only process one payment method per order.
Do you offer installment payment options?
Yes, we partner with Afterpay and Klarna to offer interest-free installment payments at checkout.
Account & Customer Service
How do I create an account?
You can create an account during checkout or by clicking "Sign Up" in the top right corner of our website.
I forgot my password. How do I reset it?
Click on "Login" and then select "Forgot Password." Enter your email address, and we'll send you a link to reset your password.
How can I contact customer service?
You can reach our customer service team at customercare@koleana.com or through the Contact Us form on our website. We aim to respond to all inquiries within 24 hours.
Do you have a loyalty program?
Yes! Our Koleana Rewards program lets you earn points with every purchase, which can be redeemed for discounts on future orders.
Sustainability & Ethics
Are your products sustainable?
Sustainability is at the core of our mission. We use eco-friendly materials, ethical manufacturing processes, and recyclable packaging.
Where are your clothes manufactured?
Our garments are produced in carefully selected factories that meet our strict ethical standards. We regularly audit our manufacturing partners to ensure fair labor practices.
Do you use sustainable packaging?
Yes, all our packaging is either recyclable, biodegradable, or made from recycled materials.
What initiatives do you have to reduce your environmental impact?
We're committed to reducing our carbon footprint through various initiatives including carbon-neutral shipping, sustainable materials sourcing, and waste reduction programs.
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