FAQ

Shipping

When will I receive my order?

Depending on the country you are in, orders usually take 1-2 business weeks.

 

    When will my order ship?

    Orders packed and sent to the post office within 1-2 business days (excludes weekends and holidays). Once your order has shipped, you will receive a shipping confirmation via email or SMS with a tracking number and other tracking details.

     

      Package is in my country and tracking is not updating.

      We are so excited for you to receive your order, but please be patient! International orders may take up to 2 weeks to be delivered. Try referring to your local courier's online tracking system, as it may have more accurate tracking information. You can also try directly contacting your local post/customs office. 

       

        Will my package be charged at customs?

        By certain country's import laws, international orders may be subject to customs and duty fees. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties is determined by the country of import based off product value. These fees are not included in your order and/or shipping total. KOELLECO assumes no responsibility for duties incurred or taxes incurred. Package receipt will be responsible to incur these fees.

         

          What countries do you ship to?

          We are happy to announce that we ship internationally.

           

             

            Payments & Promo

            What method of payments do you accept?

            We accept: 
              • Visa
              • Mastercard
              • PayPal
              • American Express
              • Google Pay
              • Apple Pay

             

            How do I receive discounts or promo codes?

            Get on our VIP list and we will have exclusive offers sent directly to you. Don't worry, we promise we won't spam you!

               

               

              Exchange & Return Policy

              I bought the wrong colour, how can I exchange the item?

              We want to ensure your complete satisfaction. We will gladly exchange un-opened, un-used and un-damaged items. Please contact us HERE to make arrangements. Exchanges are subject to colour availability 

               

                How do I return an item?

                We want to ensure your complete satisfaction. We will gladly refund un-opened, un-used and un-damaged items. Please contact us HERE to make arrangements.

                   

                   

                    Order Issues

                    Can I change my shipping address for my order?

                    We will be glad to change the shipping address for you order! Please email the Customer Care team HERE  with your order number and the updated address. We can only to make changes if your order has not yet entered the delivery process. Changes to your order may be limited during periods of high order volume.

                     

                      Can I change the email address on my order? 

                      Yes, please email the Customer Care team HERE with your order number, original email address, and the updated email address so the changes can be made for you. 

                       

                        Can I change my order after I placed it?

                        No, unfortunately we cannot modify orders once they have been placed and entered into the packing process.

                           

                           

                          For any other questions that are not listed here, please click HERE to contact us!