FAQ'S
WHERE IS MY ORDER?
Tracking is assigned when the order is processed, it does not ship the same day. The approximate handling time for an order is one (1-2) business days, which does not include weekends or holidays. This means whenever an order is placed we have 1-2 business days to confirm shipping on the order (the day the order is placed on counts as Day [0]). The order is then expected to be shipped approximately 5-7 business days after that. Standard delivery is 3-5 business days after that. Please be advised, some logo’d, tall and larger sized items may take longer than the estimated delivery times. All of our logo’d items are printed custom, hand ironed and packaged and we make sure all of our items are perfect before they ship.
HOW DO I RETURN AN ITEM?
If you’re not completely satisfied with your purchase for any reason send it back. We will gladly accept any unworn, unwashed, unaltered or unused merchandise within 30 days of purchase. Just follow the instructions below. If you have any further questions please email KOLOA@KOLOA.COM
You can request a return through our Koloa Surf Company portal here: Return Portal. Please note that return shipping costs are the customer’s responsibility and will be deducted from your refund if you do not purchase Checkout+. If you purchase Checkout+, the return label is free! Let us know if you have any questions. Please allow 14 days for us to receive and process your returned merchandise. Allow up to two billing cycles for your credit to appear on your statement. Let us know if you have any questions!
Gift cards are not returnable or refundable for cash except in states where required by law.
What are the REQUIREMENTS FOR A REFUND?
Returns must be within thirty (30) days. Handling and expedited shipping fee will not be refunded. If you have more than one item to return/exchange, please send in one package. Please include a copy of your invoice with the reason for return and if the product is returned in its original condition, (new & unused-tags must be attached, if the item came with labels), within thirty (30) days, we will be happy to refund your account for the product. We do not refund your shipping.
How do I exchange an item?
If you're not completely satisfied with your purchase and need a different size or color, we’re happy to offer an exchange! We accept unworn, unwashed, unaltered, and unused merchandise within 30 days of purchase. Simply follow the steps below.
To start your exchange, visit our Koloa Surf Company portal here: Return Portal. Once your request is reviewed, we’ll provide a prepaid USPS return label. Please note that return shipping costs are the customer’s responsibility and will be deducted from your exchange if you do not purchase Checkout+ at checkout. If you purchase Checkout+, your return label is free!
When sending your item back, please include a copy of your invoice and clearly write on it the size and color you would like to receive. We only offer even exchanges for the same item in a different size or color, based on availability. Once we receive and process your return, we’ll ship out your new item. Please allow up to 14 days for us to receive and handle your exchange.
How much time does expedited shipping take?
If the customer paid for expedited delivery: after the item is mailed, it is then expected to deliver within 1-3 business days, which does not include weekends or holidays.
I have a question about my international order
WE NOW SHIP TO MULTIPLE COUNTRIES! MESSAGE US IF WE DON'T CURRENTLY SHIP TO YOUR COUNTRY!
Shipping rates may vary. After your order is processed, please allow 17-21 business days to receive your order. If you have any questions please email KOLOA@KOLOA.COM
*The end customer will be responsible for paying any customs duty fees.
To begin the return process, please email SALES@KOLOA.COM
International orders may be returned for a full refund; however, international customers are required to cover the return shipping cost. International return packages can take 4 weeks or more to reach our facility. Once we receive your package, we will process your return.