FAQ's

We do not currently offer a phone service, but you can get in touch via our Contact Us form and one of the team will get back to you.

For any other correspondence please send mail to our registered office address as follows:

KOA Sportswear Ltd
14 Llys Yr Onnen
Bridgend
CF35 6FA

Important Information

Please note that we do not provide facilities at this address for customers to collect orders or return items. Customers are asked not to attempt to collect an order as this is not a shop front.

The good news is that our warehouse is still open and we continue to operate online, but Royal Mails and Hermes delivery lead times may be slightly longer than usual. Please bear with us, we’ll get your orders out to you as quickly as possible.

You will get an email with the status of your order as it moves through our warehouse. If you have opted for tracked shipping, Royal Mail and Hermes will also keep you updated with the delivery schedule. You can download their apps for real time tracking.

Sometimes our automated emails end up in your junk mail. Double check there first or add contact@koasportswear.com to your safe senders list. Then wait a little while to see it appear before getting in touch, the email may still be on its way.

As soon as you place your order you'll receive a confirmation email with details of your order and its status.

You'll be able to track your orders progress through our warehouse and also to your front door providing you have opted for tracked shipping. 

All standard mail is sent standard 1st or 2nd Class, the number you're given is a proof of delivery reference not tracking. You can check our shipping + delivery rates here

If you haven't received these emails please check your junk inbox.

From time to time we may offer discount codes which may apply to all, or specific products available through the our Website. There may be several reasons why your code no longer works;

o Discount codes are not applicable on sale items.

o Only one discount code can be used against an order at any one time.

o A discount code can't be applied to an order after that order has been placed.

o If the discount code has expired, you won’t be able use it.

o Discount codes are non-transferable and cannot be exchanged for cash.

o We reserve the right to amend these terms and conditions at any time.

If your code still isn't working, then please contact us via our contact form here.

We are so sorry, In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:  

Your order number

The name of the item you did not receive

The name of the item you received in it's place

A clear photograph of the item you have received, including logo 

Once we've received the above info, our Customer Support team will get this sorted for you ASAP! 

ALL CLAIMS FOR ORDERS ARRIVING WITHOUT THE CORRECT / MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.

All orders are dispatched on working days only. You will receive notification when the socks have been dispatched. Please allow longer for orders placed at weekends or bank holidays. International orders can take longer depending on your local mail service so please be patient times can vary. Please refer to our Shipping + Delivery page for further guidance. If you have waited longer than the stated max time, then please reach out to us via contact@koasportswear.com and we will be happy to help.

Quality is a primary focus for us hear at KOA Sportswear and we quality check each product during production and before shipping. In the rare event that you notice something wrong with your product on arrival please get in touch within 24 hours of receiving your items.

All our products are tested extensively in a controlled environment and in the the real world. We are therefore unable to comment on individual cases of damage caused through washing or use, but we want the product to match your expectations.

At KOA Sportswear we express our pride though our products. In the unlikely event that you are unhappy with your purchase, please feel free to return your socks within 30 days of dispatch. When you return any product, you must cover the shipping charges. Please note that all items have to be unused with labels, packaging and bags unopened. Our goods in team checks each returned item and will not process items that have been worn for hygiene reasons. 

Please note that items on "sale" cannot be returned. 

For more information about returns please visit our Refund policy section.

Please note that your welcome discount must be applied with your first purchase and cannot be retrospectively applied. This is a unique code for customers to be used at the time of purchase.

We’re unable to make any changes to your order once you’ve hit the ‘place order’ button, this includes the following:

Changing the item or size

Delivery/billing address

Adding items to your order

Shipping method

You’ll need to follow our returns process if you wish to return the item. You can find out more here. 

*IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.

We accept all major credit and debt cards. We also accept PayPal, Amazon pay, ApplePay & Google Pay to give you as many options as we can. If you payment is not proceeding, please double check the details you are entering and try again. If this fails, you will need to contact your payment provider.

What is a Gift Card?

A gift voucher enables you to give a gift when you don’t know what to buy. Gift Cards are issued via email using an electronic code which can then be redeemed during Checkout.

How do I order a Gift Card?

Simply click the  ‘Add to Basket’ button. Then continue to checkout to complete your order as normal. 

How will I receive a Gift Card?

We will email your electronic "Gift Card" code. please note that we do not send any physical Gift Cards in the post.

How do I give the Gift Card to the recipient?

You can simply forward the Gift Card code on to them via email or send it in the post. All Cards are valid for 24 months from the date of purchase. 

Orders delivered within the EU are not subject to Customs Duties and Import Taxes. These orders will have the relevant VAT included. 

Unfortunately we have no control over this part of your orders' journey so to get the best advice you should contact your local customs office.

It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages delivered outside the EU, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country.

It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask us to do any of the above.

Any additional charges or fees for customs clearance must be covered by you. Unfortunately we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances.

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