Shipping and Delivery
In these unusual and complex times, we are doing all we can to ensure we continue to get your goods to you as quickly as we can.
Our service is currently running uninterrupted but delivery lead times may be longer than usual if courier services become impacted.
(Latest update: 01/10/2020 Time: 09:00)
We use carefully selected courier partners to guarantee the safe delivery of your products, whether that in the UK or the rest of the world. These partners are regularly reviewed to ensure we deliver the highest of standards
All our products are hand packed by our team and are checked for shipment before they leave our premises; we will use as minimal amount of packaging as we can whilst protecting your product. This is so we can contribute in a positive way to environmental impacts.
* Please note that delivery times vary and are calculated once your items have been dispatched. All estimates are based on working days.
90% of orders are arriving within this time, but as you know we seem to be in a new world of uncertainty, so due to the current situation the odd order may take a little bit longer. Our staff are working as hard as possible to get your delivery to you, and we thank you for your patience during this time.
Your order will be grouped into the fewest number of deliveries possible. This may mean that they take longer to dispatch, if one of your ordered products is unavailable; but there will only be one per-delivery charge.
Please be aware that items whose availability is listed as "not yet released" or "pre-ordered" can potentially delay deliveries.
We do not take any responsibility for lost orders as a result of incorrect shipping information or items sent non tracked. As such we strongly advise all customer to opt for tracked delivery.
Customs and Import duties / Taxes
If your delivery address is outside of the UK, you may be required to pay local import duties and taxes, or customs clearance. This is the customer's responsibility. Please do not ask us to change the order value on any shipping documents to reduce your charges, because UK law dictates we are unable to do this
RETURNS - "Try it and return it" promise
At KOA Sportswear we take great pride in the quality of our products. In the unlikely event that you are unhappy with your purchase due to performance or quality, please feel free to return your item within 30 days of purchase. All we ask is that you let us know why it did not reach your expectations, so we can make it even better for the future!!
Where you reason for return is not due to performance or quality, for example due to ordering multiple sizes or multiple products for comparison, we are more than happy to except your returns. Your returns must also follow to below eligibility criteria and will be covered under our standard returns policy:
RETURNS - Standard Policy
To be eligible for a return, all items have to be unused and in the same condition you received them; with the original packaging unbroken and labels intact for hygiene reasons. Items should be unworn, unwashed and in its their original condition.
We take great care to inspect and test all returns to ensure they are in pristine condition before adding back to our inventory
If you took advantage of a promotion including free items (for example buy X get Y free, or free X with Y) then the free items must also be returned. If you fail to return your free gift you will be charged for the free items that you have received.
When you return any product, you must cover the shipping charges. Please note that you will not be reimbursed for the original shipping charges as they are non-refundable (unless it is part of the "Try it and return it promise"). If you receive a refund the original shipping costs will be deducted from your refund
Please email firstname.lastname@example.org, where we will be able to provide you with RMA (Return merchandise authorised) number.
Then send you return item to: KOA Sportswear Ltd, 14 Llys Yr Onnen, Bridgend, GB, CF35 6FA
Clearly mark the original order number and RMA number on the outside of the packaging; without this information your refund maybe significantly delayed.
** It is good practice to include your return address on the rear of the returned packaging, this helps the couriers if they have a problem delivering
Once we have received your return and inspected it, we will email you to confirm we have received the item. We will also inform you if the return has been approved or rejected; if approved the refund will be processed immediately and a credit will be automatically applied to your credit card or original method of payment.
We only replace items if in the unlikely event they are received defective or damaged. If you wish to refund your item, please read our standard returns policy. If you need to exchange your faulty item for the same item or similar, please send us an email to email@example.com and we will make all the arrangements to replace your item
Late or missing refunds (if applicable)
If you haven’t received a refund within 10 working days, first check your bank account again or contact your credit card company, it may take some time before your refund is officially posted..
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.