We offer a 30-day refund policy from the time of receipt on all our products excluding Ugly Christmas Sweaters.
To be eligible for a refund, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Please go to https://shopify.com/60934521028/account and fill out a request for a refund. We will review the request and contact you via e-mail with a return label. Once the item is received you will automatically be refunded and an automated e-mail will be sent to you with a copy of your refund.
CAN I EXCHANGE AN ITEM FOR A DIFFERENT SIZE/COLOR?
Yes, you have 30 days after receiving your product. All our products are exchangeable except Ugly Christmas Sweaters.
To be eligible for an exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
Always, If you’re unsure which size would fit better, check out our sizing charts—we have one for every item listed on our store in the product description section.
Please note: Although we have tried to precisely show the actual color of the products, there may be a minor variation based on the operating system you are using.
To start an exchange please go to https://shopify.com/60934521028/account and enter a return request. We will receive a notification and reply with a return label.
Items sent back to us without first requesting a return will not be accepted.
Though rare, it's possible that an item you ordered was mislabeled. If that’s the case, please go to https://shopify.com/60934521028/account to fill out a request for a return or exchange within a week of receiving your order. We will review the request and contact you via e-mail to obtain photos of the wrong/damaged items and we’ll send you a new one along with a return label. We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part is covered at our expense.
The return address is set by default to the TopKoalaTee facility. When we receive a returned shipment you will automatically be refunded and receive an automated notification via e-mail.
Damaged & mislabeled items - At TopKoalatee, we pride ourselves on unparalleled Quality control That’s why all our orders go through a 3-step quality check before we ship them out. However, if a damaged or mislabeled item was accidentally let through our quality control, or was damaged during shipping, we take full responsibility and provide a free replacement.
Wrong Address - If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).
Returned by Customer - Always contact us at TopKoalatee@gmail.com before returning any products. Except for Customers residing in Brazil, we do not refund orders for buyer’s remorse. Customers residing in Brazil and regretting a purchase must contact our Customer Service and express their will to return the item within 7 consecutive days after receiving it, providing a picture of the item. The withdrawal request will undergo an evaluation to verify whether the product was used or destroyed, even if partially. In these cases, a refund will not be possible.
Notification for EU consumers: According to Article 16(c) and (e) of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. The supply of goods that are made to the consumer's specifications or are clearly personalized;
2. Sealed goods that were unsealed after delivery and thus aren't suitable for return due to health protection or hygiene reasons.
Therefore TopKoalaTee reserves the right to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.