Refund policy

Returns Policy

Our Promise

At Koleana, we want you to love your purchase. If you're not completely satisfied, we offer a simple and convenient returns process.

Return Policy Overview

  • Returns accepted within 14 days of delivery

  • Items must be unworn, unwashed, and have all original tags attached

  • Original receipt or proof of purchase required

  • Returns can be initiated online through our Returns Portal or by contacting customer service

How to Return an Item

Online Returns (Recommended)

  1. Log in to your Koleana account

  2. Navigate to "Order History"

  3. Select the order containing the item(s) you wish to return

  4. Click "Start a Return" and follow the prompts

  5. Print the pre-paid return label (if eligible)

  6. Pack your item(s) securely in the original packaging if possible

  7. Attach the return label to your package

  8. Drop off at any authorized shipping location

Returns by Email

If you're unable to process your return online, please email customercare@koleana.com with:

  • Your order number

  • The item(s) you wish to return

  • Reason for return

  • Whether you prefer a refund or store credit

Our customer care team will respond within 24 hours with return instructions.

Return Shipping

  • For exchanges: Free return shipping

  • For refunds: A flat fee of $10 will be deducted from your refund to cover return shipping costs

  • International returns: Customer is responsible for return shipping costs and any applicable duties or taxes

Refund Process

  • Once we receive your return, please allow 5-7 business days for processing

  • Refunds will be issued to the original payment method used for purchase

  • Refunds typically appear on your account within 3-5 business days after processing, depending on your bank or credit card company

  • Store credit is issued immediately after return processing and is valid for one year from the date of issue

Exchanges

If you'd like to exchange an item for a different size or color:

  • Select "Exchange" when initiating your return

  • Choose your preferred replacement item

  • If your preferred size or color is in stock, we'll ship it as soon as we receive your return

  • If your preferred size or color is out of stock, we'll issue a refund or store credit as per your preference

Non-Returnable Items

The following items cannot be returned:

  • Intimates and swimwear (for hygiene reasons)

  • Final sale items (clearly marked as such)

  • Gift cards

  • Items damaged through wear, improper care, or accidents

  • Items received as part of a gift with purchase or promotional offer

Damaged or Incorrect Items

If you receive a damaged item or an item different from what you ordered:

  • Contact help@koleana.com within 5 days of receiving your order

  • Include your order number and photos of the damaged or incorrect item

  • We'll arrange a free return and replacement or refund at our discretion

Holiday Returns Policy

During the holiday season (November 15 - December 31), any purchases made can be returned until January 31 of the following year, provided they meet our standard return conditions.

Questions?

If you have any questions about our return policy or need assistance with a return, please contact our customer care team:

Email: help@koleana.com
 Phone:
 Hours: Monday-Friday, 9am-5pm EST

We aim to make your return experience as smooth as possible and appreciate your business with Koleana.