Refund policy

Exchanges 

Our items go through quality control before it leaves our doorstep but just in case you find any damage or if you wish to change the size, please email or contact us within 24-48 hours upon receiving the item. Please note that sale items are under the no return no exchange policy. Item exchange only applies to regular priced items.

Email must contain the following information:

• Date the item was received
• Reason: Change size or damaged item (send us a photo or short    description if item is damaged)
• Details of item that was received (style, color, size)
• Size of item to replace it with (if reason is item change)
• Optional item to replace it with in case your original item is not available anymore (style, color, size)

Additional information:

• Customer will be charged for shipping if reason is change of size. We post size charts so this is entirely the customer’s responsibility.
• We will not honor any requests for item change if it is over the 48 hour period.
• Please make sure your item is unused, with tags and sanitary tape intact for hygienic purposes.

Feel free to contact us via info@shopatilovekoi.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item. 

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.