Refund policy
We put care into every order that leaves our store. Here's exactly how we handle it if something isn't right.
By completing your purchase, you confirm that you have read and agree to our return and exchange policy below.
Requested a Refund?
If you've emailed us asking for a refund, here's what applies:
For all other refund requests, including not liking the item, sizing issues, or simply changing your mind, this falls under our Change of Mind policy below. We do not issue cash refunds for these reasons. Store credit is available instead.
Size Exchanges
If it doesn't fit, we'll sort it. You have 14 days from the date of receiving the package to request a size exchange.
To be eligible: Item must be unworn, unwashed and in original condition. Tags must be attached and original packaging intact, one exchange per order.
To request an exchange, email us at hello@kokadept.com with your order number, the size you need or any other information.
You are responsible for sending the package back to us, and once a $12 redelivery fee is paid, the exchange will be processed. Return packages must be sent within 1 week of making contact with us, and tracking must be provided.
Exchanges are for size only. We are unable to swap for a different product or colourway.
Size exchanges are not available on sale or discounted items, these are final sale.
Change of Mind // Store Credit
Changed your mind? No problem. You have 14 days from the date of delivery to return an item for store credit.
To be eligible: Item must be unworn, unwashed and in original condition. Tags must be attached and original packaging intact
You pay for the return shipping for the order back to us.
Store credit is valid for 6 months from the date of issue and can be used on any full-price item. No cash refunds are issued for change of mind.
Store credit is not available on sale or discounted items, these are final sale.
Product Issues
If your item arrives damaged in transit or has a genuine manufacturing fault, we'll make it right at no cost to you.
Email us within 7 days of receiving your order at hello@kokadept.com with: Your order number and clear photos of the fault or damage.
We'll assess it and either send a replacement or issue a full cash refund if a replacement isn't available.
KOKA Dept covers all return and re-send shipping costs where a genuine manufacturing fault or transit damage is confirmed
What We Cannot Accept
We are unable to process returns or exchanges for: Items that have been worn or washed, items damaged through customer misuse or improper care, items returned beyond the 14 day window, Sale or discounted items, these are final sale, no exceptions. Items returned without original tags and packaging, items that do not match what was originally ordered
Returning Your Item
Send all returns to:
Phellicia Le
Unit 96/84-110 Cranwell St, Braybrook VIC 3019
Please include a note with your order number and a brief description of your return so we can process it quickly. Use a tracked courier service returned items remain your responsibility until they reach us. We cannot process returns we have not received and are not responsible for items lost in return transit. Shipping costs are non-refundable.
Lost or Stolen Packages
Once an order is confirmed as delivered to the address provided at checkout, KOKA Dept is not responsible for lost or stolen packages. We will provide your full tracking information and delivery confirmation so you can follow up with the courier directly.
Fair Use
We trust our community to do the right thing. If we notice patterns suggesting items are being worn and returned, an unusual volume of returns from one account, or items returned that don't match what was ordered, we reserve the right to limit or deactivate that account without notice. We reserve the right to take further action if items returned do not match what was originally ordered.
