Return policy
💌 Welcome to our new KOUKA returns portal
At KOUKA, we do everything we can to offer you a simple and pleasant experience
➡️ Free return if you choose a refund in the form of store credit (no minimum purchase)
➡️ Return at your expense if you choose a refund
⚠️ For any refund request, €6 will be deducted from the refunded amount (return label fee)
Access the returns portal:
https://koukaparis.com/a/return
🇫🇷 This returns portal is available only in metropolitan France
🌍 For all other countries, please contact our customer service by email:
contact@koukaparis.com
→ Return shipping costs are the customer's responsibility
Return period
You have 14 days after receipt to submit your request.
Items eligible for return
All items can be returned, except:
• jewelry
• swimwear
• underwear
• bodysuits
⚠️ Items from the following categories:
SALE, OUTLET, CLEARANCE, ROUND PRICES, SALE EVENT
→ refund only in the form of store credit
📦 Return conditions
Items must be returned:
• unworn
• unwashed
• in their original condition
• with tags attached
Any item returned damaged, stained, torn, or incomplete cannot be accepted.
Each item is carefully inspected and prepared at our warehouse before shipping.
👠 Shoe returns
Shoes must be returned in their original, undamaged box.
❌ The box must not be used as the shipping package
❌ No tape or label directly on the box. If the box is damaged, the return will be refused
We will process your refund no later than 30 business days after receiving your parcel at our warehouse.
Exchange:
If you would like to make an exchange, you must return the item(s) concerned and place a new order on our website.
Upon receipt of the parcel, SJB will assess the returned goods to verify that they are in perfect condition. If the return is refused by SJB, the items will be sent back to the customer at SJB's expense, and the customer may not claim any compensation or refund.
Return of a defective item or an item that does not match your order:
In the event of an error during order preparation, return shipping costs are covered by SJB. A return label will then be sent to the customer so they can return the items concerned free of charge following this unfortunate error.
Return of a parcel received damaged:
If a parcel is received damaged during transport, the customer is advised to open it in the presence of the delivery driver to check the condition of the items. If the items are damaged, the customer must refuse the parcel. It will then be returned to SJB.
SJB will then contact the customer by email.
If the customer accepts a damaged parcel, it is essential to make note of the damage with the delivery driver: the observed damage and/or missing items must be indicated on the delivery receipt, in addition to the customer's signature. Without such a reservation, SJB will be unable to consider any future claims.
Return of a parcel not received or not collected:
If a parcel is returned to our premises, the customer will be offered either reshipment of the order to the postal address listed on their customer account or a refund in the form of store credit.
Refunds for returns:
After receiving your return, we will process an online refund for the returned product(s). The maximum refund period is 30 business days after receipt of the parcel at our premises.
The refund method is the one used to pay for your order. It is not possible to change the payment method for the order refund. Likewise, an order paid for with store credit will be refunded with store credit.
💌 Customer service
Our customer service is available Monday to Friday, from 9 a.m. to 5 p.m.