Guarantee, exchanges & returns

Are Kokoala products guaranteed?
We guarantee our products for exactly 365 days from date of purchase.  In accordance with the terms and conditions posted online.
Tue, 17 Sep, 2019 at 1:00 PM
I bought my product from a retailer, can I do an exchange with you?
All exchanges and returns of Kokoala products originally purchased from a retailer must be processed through the store on your receipt.Our retailers will be ...
Tue, 17 Sep, 2019 at 10:52 AM
I ordered the wrong zipper, how do I exchange it?
To proceed with your exchange, please contact our customer service at service@kokoala.com with the following information: -Your order number -The length o...
Tue, 17 Sep, 2019 at 11:01 AM
I need to exchange my zipper, do I also need to send back my extension ?
If you wish to exchange or return your zipper, you only need to send back your zipper.
Tue, 17 Sep, 2019 at 1:04 PM
I received my order but it's just not fitting my coat well, how can I the return it ?
Our extensions have been designed to be adjustable, and therefore adjusted to your coat.  If, after consulting our installation guide, you find that you...
Tue, 17 Sep, 2019 at 11:06 AM
How long will it take to receive my exchange?
Depending on the type of exchange you've chosen (express or standard) and where you live, an exchange may take less than 24 hours, and up to 15 busines...
Tue, 17 Sep, 2019 at 11:08 AM
How long will it take to be refunded for my return ?
Once our warehouse confirms receipt of your return, please allow for up to 72 hours to receive your refund.
Tue, 17 Sep, 2019 at 1:05 PM
Return Instructions - Canada
To proceed with your return and receive your refund, please follow the instructions below: - Contact customer service at service@kokoala.com with the re...
Tue, 17 Sep, 2019 at 11:21 AM
Exchange instructions - Canada
To proceed with your exchange, please follow the following instructions: - Validate with our team your exchange type preference (express or standard), a...
Tue, 17 Sep, 2019 at 11:24 AM