REFUND/RETURNS POLICY

All discounted items are final sale and not eligible for refunds.

Am I Eligible for a Refund for Store Credit? 

  • The item should be in its original condition, unused, and unworn.

  • It should be in the original packaging with tags still attached.

  • You should request a return within 30 days of your purchase.

Items That Can’t Be Returned

To be eligible for a refund, here’s what we ask:

There are a few things we can’t take back, including:

  • Sale items

  • Gift cards

  • Custom or personalized items

How Do I Get a Refund for Store Credit?

  1. Start the Process: Email us at koo@kooinks.com within 30 days of receiving your item. Let us know your order number and why you’d like to return it.

  2. Get Your Return Label: We’ll review your request and, if everything checks out, we’ll send you a Return Label. Print the label and place it on the outer side of the parcel. If we cannot provide you with a return label, we will give you further instructions on how to send it back. If you have to pay out of pocket to return an item (US/CANADA ONLY), you will be reimbursed via store credit.

  3. Send It Back: Pack up the item and ship it back to us using a trackable service. 

  4. We Inspect It: Once we get your return, we’ll check it out to make sure it’s in good shape. If all is well, we’ll process your refund within 7-10 business days.

  5. Get Your Store Credit: We’ll refund the amount via a gift card towards the store that does not expire.

Do You Do Size Exchanges?

We currently do not do size exchanges. We currently only do returns and refunds via store credit. If you want an item in a different size, it will be much faster to send the original as a return and order the size you want from the store again.

Refunds outside of Store Credit are only applicable in these circumstances:

  • Item(s) arrived defective.* 

  • Item has been lost in transit.

  • Item was oversold and the order needs to be cancelled.

  • Received wrong item in the mail.

* For defective items, you have to notify us within 14 days after the package has been delivered. We believe that this is enough time for the end consumer to be able to inspect, try and wear the garments they ordered. Any return requests due to defects outside of the 14 day period will not be entertained.

Where’s My Store Credit/Refund?

If you haven’t received your store credit after 10 business days, please:

  • Check your bank account again. It usually takes 3-5 business days after a refund has been issued.

  • If it is store credit, you should get an email with the gift card amounting to the balance of the returned order. If you did not receive it yet..

  • If you still don’t see it, email us at koo@kooinks.com or click/tap on the bottom left of the website to contact us and we’ll help sort it out.

EUROPEAN UNION 14 DAY COOLING OFF PERIOD
NOTWITHSTANDING THE ABOVE, IF THE MERCHANDISE IS BEING SHIPPED INTO THE EUROPEAN UNION, YOU HAVE THE RIGHT TO CANCEL OR RETURN YOUR ORDER WITHIN 14 DAYS, FOR ANY REASON AND WITHOUT A JUSTIFICATION. AS ABOVE, YOUR ITEM MUST BE IN THE SAME CONDITION THAT YOU RECEIVED IT, UNWORN OR UNUSED, WITH TAGS, AND IN ITS ORIGINAL PACKAGING. YOU’LL ALSO NEED THE RECEIPT OR PROOF OF PURCHASE.

We appreciate your support and are committed to making your shopping experience with us as easy as possible. To return an item, the following conditions must be met: Non-Defective Returns must be made within 30 days of delivery or 45 days since the order has been placed (this does not apply to pre-orders), if it is outside of that time window, you could email us to see what we can do with your situation. Since some items are pre-orders, it takes longer for items to be shipped out. 

SHIPPING POLICY

Canada (ICS) and Continental USA (USPS)

For orders within the United States, we ship using USPS Ground. For Canada, we use ICS or Canada Post.

If an item is not a pre-order, the processing time, including fulfillment, packaging, and delivery to our shipping partners, typically takes 3-9 business days. We schedule parcel drop-offs once or twice per week, depending on store activity. During larger supply drops, drop-offs may occur more frequently.

Once a shipping label is generated, Shopify will automatically send the tracking number to your preferred communication method. Please note, this does not indicate that your order has already been shipped. Additional time is required for us to process and prepare your order.

If you have received a tracking number, but there is no update within 4-10 business days, your order is still being processed. We appreciate your patience. If it has been more than 14 business days (US/CA only) without any updates, please contact us via email so we can investigate any potential issues with your order.

Orders are generally shipped Monday through Friday. We do not ship on weekends as our postal partners are not operational during this time.

There are no import or customs fees for packages delivered within North America.

Shipping costs are calculated based on weight and destination (flat fee) and are automatically applied at checkout. Currently, we offer USD Flat Rate shipping for US and Canadian orders.

Lost shipments and stolen packages from doorsteps/mailboxes are not our responsibility and claims must be made by the customer
to the appropriate carrier.

If there is an error on our part (due to wrong size or damage), please email us at koo@kooinks.com and we will get it sorted out. Thank you for
understanding.

We do not accept any items that have been worn, washed, or altered for any reason. We are not responsible for normal wear and tear that these garments go through.

International (Outside of Continental North America) via APC Logistics

KOO INKS CLOTHING. is not responsible for paying additional VAT charges for customs clearance. All customs is separate from the shipping cost and is out of our control. We can not lower the value as that may pose as a risk to our business.

Shipping costs are determined based on the weight and destination of the package (flat-fee) and are automatically calculated at checkout.

Customs taxes are not collected at checkout. Customers are responsible for understanding and preparing for any fees that may be due upon the delivery of their package.

Due to limitations with our postal partners in Canada, there may be certain countries we are unable to ship to due to shipping infrastructure constraints.

In some cases, we may be unable to provide full tracking information for parcels. Unfortunately, this is beyond our control.

If you have received a tracking number, but there is no update within 4-10 business days, your order is still being processed. We appreciate your patience. If it has been more than 21 business days without any updates, please contact us via email so we can investigate any potential issues with your order. Please note that it takes an extra couple of days for our packages to be shipped out to APC for clearance, so it is normal for the tracking number to not update for a few days.

PRIVACY POLICY:

Analytics

This website collects personal data to power our site analytics, including:

Information about your browser, network, and device

Web pages you visited prior to coming to this website

Your IP address

This information may also include details about your use of this website, including:

Clicks

Internal links

Pages visited

Scrolling

Searches

Timestamps

We share this information with Squarespace, our website analytics provider, to learn about site traffic and activity.

Cookies

This website uses cookies and similar technologies, which are small files or pieces of text that download to a device when a visitor accesses a website or app. For information about viewing the cookies dropped on your device, visit The cookies Squarespace uses.

These necessary and required cookies are always used, which allow Squarespace, our hosting platform, to securely serve this website to you.

These analytics and performance cookies are used on this website, as described below, only when you acknowledge our cookie banner. This website uses analytics and performance cookies to view site traffic, activity, and other data.

Visitor data

When you buy something on this website, we collect personal information from you to fulfill the order. We may collect information like your:

Billing and shipping address

Details relating to your purchase (for example, your shirt size)

Email address

Name

Phone number

We share this information with Squarespace, our online store hosting provider, so that they can provide website services to us.

Our payment processor(s) [payment processor name(s)] will also collect payment information from you. You can read their privacy policy at [payment processor privacy policy URL].

As you go through checkout, this site may auto-complete your shipping and billing address by sharing what you type with the Google Places API and returning suggestions to you to improve your checkout experience.

For form block submissions

When you submit information to this website via webform, we collect the data requested in the webform in order to track and respond to your submissions. We share this information with Squarespace, our online store hosting provider, so that they can provide website services to us. We also share this information with [] for storage and [with Zapier for data porting].

For website visitors

This website is hosted by Squarespace. Squarespace collects personal data when you visit this website, including:

Information about your browser, network and device

Web pages you visited prior to coming to this website

Web pages you view while on this website

Your IP address

Squarespace needs the data to run this website, and to protect and improve its platform and services. Squarespace analyzes the data in a de-personalized form.

Emails

You’ll receive an automated email within 24 hours after you abandon your shopping cart, if all of the following occur:

You enter your email address at checkout, or are logged into your customer account.

You add a product which is in stock to your shopping cart.

You close your browser or leave this website without completing your purchase.

You can unsubscribe from these messages at the bottom of the email.

The email will link back to this website, where you can pick up where you left off and complete your purchase.

Marketing emails

We may send you marketing emails, which you can unsubscribe from by clicking the link at the bottom of the email. We share your contact information with Squarespace, our email marketing provider, so they can send these emails on our behalf.

Order and account emails

We may email you with messages about your order or account activity. For example, we may email you to tell you that:

You’ve created a customer account

Your customer account password has been reset or updated

You’ve made a purchase

Your order has shipped

It’s not possible to unsubscribe from these messages.

We share your contact information with Squarespace, our website hosting provider, so they can send these emails to you on our behalf.

Squarespace Payments

When you make a purchase from us on this website, we use Squarespace Payments as our payment solution. Squarespace Payments is a fully integrated, native payment solution provided to us by our online store service provider Squarespace. Squarespace Payments makes use of the following third party service providers which will also receive your personal information and process it in accordance with their privacy policies:

Stripe - payment processing services. You can read Stripe’s privacy policy at https://stripe.com/privacy.

Sift - fraud monitoring and detection services. You can read Sift’s privacy policy at https://sift.com/service-privacy.