Returns and Refunds – Koel Shoes

Are you happy with our KOEL shoes but you have chosen the wrong size, the color is not as you wish or you have another reason to return them?

Please use our Return Portal to ease your Return/Exchange process.

For more questions use our Help Center.

You can find more information about the rights of cancellation and the terms and conditions page at the bottom of our website.

Returns

You can cancel or return an order at any time up to 14 days after you received the product.

Once the products are returned to KOEL you will receive a full refund or an exchange depending on the case you choose.

Please note we only accept refunds or exchanges for purchases made on our site KOEL.SHOES.

Return Costs

In our shop, the refund cost is supported by the customer. This cost will be deducted from your refund.

There are two options of refund it:

1) Request a pre-paid return label on our return portal

When Choosing " Request a pre-paid Label" the customer will have to pay an extra fee, according to their zone of shipping ( same costs of the shipping )

2) Ship your order at your own expenses

When Choosing the option " Ship with any carrier" the client has to support the return costs at their own expenses

Complains

Do you have any questions or complaints to make about your KOEL Shoes?

Sometimes there might be a quality problem or a small issue, our KOEL Team is happy to help you, please send an email to info@koel.shoes containing your order number or please see our “Contact Us” page for details on how to get in touch with us.

We take our customer’s feedback very seriously and are always trying to improve.

Introduction

The following Terms and Conditions apply to all orders placed via our online shop. Our online shop is for consumers only.

Formation of contract

The contract is concluded with Koel Shoes.

By placing the products in the online shop, we make a binding offer on our part to enter into a contract regarding those items. You may place our products in the shopping basket without obligation and amend your entries at any time prior to submitting your binding order by using the correction facilities that are provided for this purpose and explained during the ordering process. The contract is formed by clicking on the order button which indicates your acceptance of our offer concerning the goods contained in the shopping basket. Once you have sent your order you will immediately receive a confirmation via e-mail.

Contract language

The languages available for contract formation is English.

Delivery conditions

Delivery costs are added to the product prices as showed. Delivery charges are explained within individual product offers.

We only dispatch goods in route.

Payment

The following payment methods are basically available in our online shop:

Credit Card

With the submission of the order, you provide your credit card details. After your identification as the legal cardholder, the payment transaction is automatically carried out and charged to your card.

PayPal Express

During the ordering process you will be forwarded to PayPal's online website. To pay the invoice amount via PayPal, you must be registered there or register first, identify yourself with your access data and confirm the payment instructions to us. After submitting your order in the shop we instruct PayPal to initiate the payment transaction.

Retention of title

The goods shall remain our property until full payment is made.

Damage during delivery

If the goods are delivered with obvious damage due to delivery transportation, please report the defect to the carrier and notify us without delay. Failure to make a complaint or to make contact does not in any way affect your legal rights or the enforcement of such rights. With that, you will help us to improve our services and make our own claim against the transportation service.

Warranty and guarantees

We are under a legal duty to supply products that are in conformity with this contract.

For consumers, statutory warranty rights governed by the law of the country where the consumer has his habitual residence apply. Information on any additional guarantees and their precise conditions that may apply can be found next to the product and on specific information pages in the shop, if applicable. Complaints can be submitted by consumers and businesses to our contact details given in the supplier identification.

When you exercise your warranty rights and we deem it necessary to receive the goods back in order to examine your complaint, you must send back the goods at our cost to the address given above. We are committed to respond to any complaint immediately, but no later than within 14 days of its submission.

Customer service: If you have any questions, please do not hesitate to contact us via email info@koel.shoes or you can find many answers under our Help Center.

Online Dispute Resolution

The European Commission provides a platform for online dispute resolutions (ODR) which can be accessed at https://ec.europa.eu/consumers/odr/. We are not ready to participate in extra-judicial dispute settlement proceedings before a consumer dispute resolution body.