Are you happy with your KOEL shoes but have chosen the wrong size or colour, or would you like to return them for another reason?

All cancellation and return requests must be submitted directly through your Customer Account.

Cancellations

You may cancel your order while it has not yet been processed, directly through your Customer Account.

Once the order has been processed, cancellation is no longer possible. However, you may request a return in accordance with the conditions set out below.

Returns

You may request a return within 14 days of receiving your order.

All return requests must be submitted directly through your Customer Account. Return requests cannot be processed by email.

Once the returned products have been received and inspected by KOEL, you will receive a refund.

Please note that we can only accept returns for purchases made directly through KOEL.SHOES.

Returned products must be unworn, unused and returned in their original condition and packaging.

Return Costs

Return shipping costs are the responsibility of the customer.

When submitting your return request through your Customer Account, you may choose one of the following options:

1. Request a Prepaid Return Label

You may request a prepaid return label through your Customer Account.

The applicable return shipping fee will depend on your shipping zone and will generally correspond to the original shipping cost. This amount will be deducted from your refund.

2. Return the Order Using Your Own Carrier

You may return your order using a carrier of your choice.

In this case, you will be responsible for the return shipping costs and for ensuring that the order is safely delivered to KOEL.

Complaints and Defective Products

If you have received a defective, damaged or incorrect product, please submit your request directly through your Customer Account, including your order details and, whenever possible, photographs showing the issue.

Requests relating to defective, damaged or incorrect products cannot be processed by email.

For general questions or further information, you may contact us at info@koel.shoes or visit our Contact Us page.

We take our customers’ feedback seriously and are always looking for ways to improve our products and service.