Orders & Shipping
Austria, Andorra, Armenia, Australia, Belgium, Bulgaria, Canada, Croatia, Cyrus, Czech, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Hong Kong, Iceland, Ireland, Israel, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, The Netherlands, New Zealand, Norway, United Kingdom, United States of America, Poland, Portugal, Singapore, Slovakia, Slovenia, Spain, Sweden and Switzerland
Orders placed on a working day are processed and shipped within 24h - 72 hours. You'll receive a shipping confirmation with tracking details once your order is on its way.
For Pre-Orders, shipping may take up to 15 - 30 days, depending on the collection's estimated delivery date.
If you purchase more than €200 the shipping costs are free. Otherwise, for shipments to other countries within the EU we charge €4.90. However, the shipping costs of a possible return shipment are for your own account even if you purchase a pre-paid label with a value of €4.90.
We are happy to deliver your order to a packing station. There are two option of doing it:
1. Enter the Packstation address at the purchasing moment;
2. After receiving the tracking and trace code from DHL, you will be able by DHL Website to required a new address to receive your package.
Once your order has been shipped, you will receive an automatic e-mail for shipment tracking.
If your order has not been processed yet, we can still change your delivery address. If your order has already been shipped, you can use your UPS tracking number to request a change of delivery address directly through the UPS website.
Once an order has been placed, we are unable to add or change items. But you do have the following options:
1. Place a new Order
If you would like to add another item, simply place a new order.
2. Cancel your order
If your order has not yet been shipped, you can request a cancellation by contacting us via email to info@koel.shoes.
Once your order has been shipped, it can no longer be cancelled.
Exchanges
The time period that takes to complete an exchange starts at the moment that we receive your return order in our warehouse. Only after this, we can exchange for the new size / color required.
Unfortunately, it is not possible to return or refund a product that were already exchanged.
Yes, it is possible to exchange your current order for a new size and color as availably in stock. Please use our return Portal and the exchange option.
When selecting this option on our Return Portal, you will be asked to select the new size or color according the stock available of that specific product.
Returns & Refunds
We charge a shipping fee of €4.90 only if you request a pre-paid label. This fee never can be refund.
The cost of a pre-paid label is support by costumer with a value of €4.90.
When a costumer choose a return with a pre-paid label methods, we will generate a return label on DHL Express carrier.
A Pre-paid label is an efficient and helpful method to our costumers to return a product.
We will refund the purchase amount (the shipping and return costs are not refundable so you will only receive the purchase amount back) as soon as possible but no later than within 14 days from the moment of notification of return. However, we do our best to refund the purchase amount to you within 3 working days after receipt of the return. Please note that the quickest way for us to refund the purchase amount is using the same means payment as you used to pay. There are never any extra costs involved. You are responsible for the costs of the return shipment.
We charge a shipping fee of €4.90 only if you request a pre-paid label. This fee never can be refund.
Yes, it is possible to return your package with any carrier of your choice at your own expenses. Also, it is important to highlight that is of full responsibility of the costumer to keep the carrier ticket until the return is completed.
Our returns are not free of charges. Please register your return in our returns portal. Please insert your order number (provided on your receipt) and your email/ zip code/ phone attached and complete the return process. Your return only be concluded when the product arrives in our warehouse.
Complaints
In order to processed correctly, we kindle ask you to access to our return portal and choose the complain option. Please follow the instruction required and ensure that you are clear on your complain. We guarantee that you will receive a substantive response to your complaint as soon as possible.
Note: the shoes are handmade and made of natural materials. The shoes may therefore differ slightly from each other or from an image on the website.
In advance, we apologize for any issue regarding to our product. We work hard to provide the best customer experience, achieving high quality shoes with lowest mistakes.
Available soon!
Size and Fit
Each shoe in the store, will feature a link to the specific sizing guide for that style.
The SIZE GUIDE link is located just above the size selector on the product page. Click the link to view detailed sizing information for the shoes and also to download and print the templates.
