Return policy
💌 Welcome to our new KOUKA returns portal
At KOUKA, we do everything 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 own 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 only available for mainland 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 make your request.
Items eligible for return
All items can be returned, except for:
• jewelry
• swimwear
• underwear
• bodysuits
⚠️ Items from the following categories:
SALES, OUTLET, CLEARANCE, ROUND PRICES, BARGAIN
→ 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 will not be accepted.
Each piece is carefully inspected and prepared in our warehouse before shipment.
👠 Shoe returns
Shoes must be returned in their original, intact box.
❌ The box must not be used as the shipping package
❌ No tape or labels 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 package in our warehouse.
Exchange:
If you wish to make an exchange, you must return the item(s) in question and place a new order on our website.
Upon receipt of the package, SJB will assess the perfect condition of the returned merchandise. If the return is refused by SJB, the items will be returned to the customer at SJB’s expense without the customer being entitled to any compensation or refund.
Return of a defective or non-compliant item with your order:
In case of an error during order preparation, return shipping costs will be covered by SJB. A return label will then be sent to the customer so they can return the affected items free of charge due to this unfortunate error.
Return of a damaged package upon receipt:
If a package is received damaged during transport, it is recommended that the customer opens the package in the presence of the delivery person to check the condition of the items. In case of damage, the customer must refuse the package. It will then be returned to SJB.
The customer will then be contacted by SJB via email.
If the customer accepts a damaged package, it is imperative to make reservations with the delivery person: the observed damages and/or missing items must be noted on the delivery receipt, in addition to the customer's signature. Without reservations, SJB will not be able to consider any future claims.
Return of an unreceived or unclaimed package:
If a package is returned to our premises, the customer will be offered either a reshipment of their order to the postal address listed on their customer account or a refund in the form of store credit.
Refund of returns:
After receiving your return, we will process the online refund of the returned product(s). The maximum refund period is 30 business days after receipt of the package at our premises.
The refund method will be the same as the payment method used for your order. It is not possible to change the payment method for the refund. Likewise, an order paid 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.