Refund policy

If you wish to return an item, please return the item in the same condition you have received it: unworn, unwashed, in original packaging with labels attached following the instructions below.

Our goodwill return policy entitles you to a refund for an item brought online with a valid receipt or parcel summary documentation within 28 days excluding sale items. For sale items must be returned within 14 days of receipt of goods.

If your return complies with our returns policy, we will refund the purchase price of the product. The refund will be issued to the original payment method.

Please click on the link below to access our self-service Returns Portal. The cost of the return will be paid for by the customer. 

The following information explains our returns and replacement policy, however, if you need any further advice please send your question in an email to info@kobets.store

 

An item(s) has arrived damaged

In the unfortunate event that an item has arrived damaged, you must contact us within four weeks from the dispatch date via our email: info@kobets.store

Please include a photograph of the damaged/incorrect item(s) for our reference. Once your request has been logged we will contact you to let you know the next steps. Please do not return any item(s) to us until we have provided you with instructions. We will send out a replacement and cover the delivery cost or provide a refund. 

An incorrect item has been received

In the unfortunate event that an incorrect item has been received, you must contact us within four weeks from the dispatch date via our email: info@kobets.store

Please include a photograph of the damaged/incorrect item(s) for our reference. Once your request has been logged we will contact you to let you know the next steps.

The customer has not received their order

If your customer has not received their order please contact our Customer Care Department via our email info@kobets.store

You do not need to place another order. Once your claim has been confirmed a replacement order will be sent within 3 working days. We will cover the delivery cost. Delivery of the replacement order will depend on location and will follow our standard delivery times. 

Please allow the following time scales before reporting a missing order:

Please do not return any item(s) to us until we have provided you with instructions.

All refunds are processed by kobets within 5-10 working days of receipt of goods. During sale or peak times your refund could take up to 15 working days and may take longer to show on your bank statement depending on your bank’s processing time.

Unfortunately, on the rare occasion, you receive a faulty item - this will be replaced free of charge.

Due to hygiene reasons, our underwear is non-returnable except on faulty goods.