Items Damaged or Poor Quality
If an item is damaged or is shipped with a poor-quality print, the customer must send Koaclad a photograph of the poor-quality print or damaged area. Koaclad will replace any items damaged or poor-quality at no additional cost. Koaclad is not responsible for items damaged in shipping.
Wrong Product Shipped/Missing Items
If we ship the wrong product to the customer, send us a photo showing how the product differs from what was ordered and we will replace or refund any such items at no additional cost. If there are missing items in an order please tell us the items that are missing and we will send the missing item.
In the rare event that a customer is unhappy with the fit of their shoe, Koaclad will process a free exchange for the customer.
Refunds will not be issued for sizing disputes, only exchanges are allowed.
Free Exchanges will only be allowed once per shoe order. Any costs related to exchanges past the first free exchange must be covered by the customer.
In order for a free exchange to be processed, customers must provide the following information: reason the shoe didn’t fit (i.e. too small, too big, too narrow), the new size requested, customer name and order number.
Size exchange requests that differ by more than 2 sizes from the original size ordered will be considered a customer-input error and will not be eligible for exchange by Koaclad.
To reduce the risk of sizing issues, we have provided accurate sizing charts on each of our product specifications pages for customer reference.
Package Returned To Sender
If a package is returned to sender by the shipping courier, Koaclad will reship the package to your customer for free after an address verification is completed.
If a package is returned to sender by the shipping courier for a second time, Koaclad will reship the package to the customer for a small fee.
Note: Koaclad will not refund returned packages to sender and reshipment times are the same as regular orders.
Package Returned To Sender – Wrong Address
Koaclad will not refund nor assume liability for orders returned to sender due to incorrect address information provided by customers or missed delivery attempts by couriers. Customers may request a reshipment attempt but will be responsible for fees associated with additional delivery attempts.
Used Items and Term Limits
Items in used condition are not eligible for refunds or exchanges. New and unused items that have been successfully received by customers within 30 days are eligible for returns or exchanges. Once 30 days have elapsed from the receipt of goods, refunds and exchanges will no longer be accepted.