Refund policy

Last updated: September 23, 2026

We want you to be happy with what you bought. If something is not right, here is how returns work.

Questions: koohculture@gmail.com

Return Window

You have 30 days from the day your order is delivered to request a return.

Condition

Items must be unworn, unwashed, and in the condition you received them, with any tags still attached. Because hats are worn against the head and hair, we cannot accept returns on items that have been worn.

How To Start A Return

Email koohculture@gmail.com with your order number and what you would like to return. We will reply with instructions and a return address.

Please do not send anything back before contacting us. Returns sent without prior notice may not be processed.

Return Shipping

You are responsible for the cost of return shipping, and we recommend using a tracked service. We are not able to refund items that do not reach us.

If the item is faulty, damaged in transit, or we sent you the wrong thing, we cover the return shipping. See below.

Refunds

Once your return arrives and we have checked it, we will refund you to your original payment method. This usually appears within 5 to 10 business days, depending on your bank or card issuer.

The original shipping cost is not refunded unless the return is due to our error.

Final Sale

Items bought on sale or marked clearance are final sale and cannot be returned or exchanged, unless they arrive faulty or damaged.

Gift cards are non-refundable.

Exchanges

The quickest way to exchange something is to return the original item for a refund and place a new order for what you want. That way you are not waiting on stock.

Damaged, Faulty Or Incorrect Items

If your order arrives damaged, faulty, or is not what you ordered, email us within 7 days of delivery with your order number and a photograph. We will put it right, either by replacing the item or refunding you in full, and we will cover any return shipping.

Orders That Do Not Arrive

If your tracking shows delivered but you do not have the order, check with your household and neighbours first, then contact us and we will help you trace it with the carrier.