Refund policy

Koli Fashion House does not accept returns due to a change of mind. You may request a refund or store credit if you believe you have received a faulty product. While we do our best to ensure all products meet quality standards, it may happen that some of them have product faults. If you receive an item in flawed or damaged condition, you may request a refund or store credit within 5 business days from the day your order is delivered, subject to Koli Fashion House’s approval. As such, we strongly advise that you inspect conditions of all items thoroughly upon receipt.

Return requests made beyond 5 business days from which the order is delivered will not be accepted. All return requests are subject to Koli Fashion House’s approval to ensure the items are in the same original condition. We reserve the right to refuse returns that are not of a manufacturing fault and/or if the product is deemed to have been damaged under customer care. Please note that we reserve the right to replace or repair faulty products where possible.

For your return request to be approved, faulty items must meet the following criteria:

  • Items must be returned in their original condition, with labels and swing tags attached and the original packaging included.
  • Items must be unworn, unused, unwashed, free from odour, makeup and stains.

To request a return email us at hello@koli.com.au and include the following details in your enquiry:

  • purchase date,
  • order/invoice number,
  • style code,
  • colour,
  • size ratio,
  • full description of the garment fault
  • item photo with flawed condition, packaging and swing tags visible and readable in the same images.

 

If the items you wish to return do not meet the criteria above, Koli Fashion House reserves the right to refuse your return request. We will not be able to process your return if the item photos submitted are inadequate. It is important that you provide us with clear and adequate images as required.

Once your return request has been approved, we will advise instructions on how to return the goods. Any shipping charges for returns will be at your own expense. Returns must be shipped within 14 days after the return request has been approved.

Please note that items cannot be returned to our warehouse or showroom in person, they must be returned to us via post or courier services.

Please make sure to send the items in an appropriately-sized parcel, preferably in the original box. Please include a copy of the tax invoices/packing slip issued to you by Koli Fashion House in the return parcel. It is your responsibility to ensure the parcel is packed and sealed adequately to avoid any potential damage in transit. If the returned items sustain damage in transit, we will not be able to issue a refund to you. Koli Fashion House shall not be responsible for any loss or damage to parcels returned.

Please allow 5 business days for us to review and approve the return request. We will notify you by email once your return request has been approved. Please allow at least 7 business days for us to process the refund or issue store credit.