Return & Refund Policy

We hope you are satisfied with your purchase. However, you can return your purchase by sending us an email within 30 days after receiving the item if the product purchased from Faithoutfit does not meet your expectations. It is sincerely suggested that every customer read the following regulations carefully before purchase:

Cancellation

We accept order cancellations before the product is shipped or produced. If your order is cancelled, you will receive a full refund. We cannot cancel an order if the product has already been shipped or produced.

Returns (if applicable)

The product that can be returned within 30 days after receipt must meet the following conditions:

1. We accept returns postmarked within 30 days of the original purchase date. 
2. Your item must be unused and in the same state as the received item.
3. Include all original packaging and accessories (including all warranty cards and product manuals/instructions).
4. The damaged item is damaged/broken or twisted upon arrival.
5. The received product size/color is incorrect. 
6. If you ordered the product by mistake or are not satisfied with the product, you can return the product for a full refund, and all shipping costs or other costs related to the order will be borne by you.

Non-refundable

1. 30 days after receiving the product, we can’t offer you a refund or exchange.
2. Items that have been opened and used are considered non-refundable. Please note that all returns must be in their original condition and packaging intact.
3. If the customer refuses to sign the order without reason, koalapparel.com will refuse to refund.
4. The customer must ensure that the shipping address is true and valid. If the order cannot be delivered due to an invalid address, koalapparel will refuse to refund.
5. We do not accept a returned item that's worn, damaged, or altered in any way. You need to pay the shipping cost due to the return.
6. We need a receipt or proof of purchase, please do not return the purchased product to the manufacturer.

7. If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

8. If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Notes:

• Custom-order or personalized items do not have a right to 30 days refund.
• To request further instructions on how to return your order, please email us.
• Returns without prior communication with us will not be accepted. Please ask our customer service to make sure you send the package to the right address.
• Please note that consumers need responsible for the return shipping fee. The specific fee should be based on the express company you choose.
• If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.
• If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Our Solutions

We'll give you a full refund or exchange if we're responsible for the issue, e.g. quality problems or items missing.

1. If the buyer meets the above requirements, please send an email to service@koalapparel.com to contact us.
2. Send us your tracking number, detailed information to describe the issue, and evidence of damage to the received item/package(picture or video). Your request will be processed and confirmed via email on working days usually within 72 hours.
3. If the situation is true, we will send you an email and notify you of the refund information.
4. If you need to return the goods, please return them according to the requirements of the return policy. 
5. Once your return is received and inspected your refund or exchange will be processed. Most returns or exchanges are processed within 5 business days after we receive your package. 
6. If you require a refund, We’ll issue the refund to your payment account. If you require an exchange, we'll send out your new product.

Note:

• Ideally, pictures/videos should be clear, and focused, and should be taken at close range under good lighting conditions. This allows us to identify and verify the problem. We will try our best to help you. Thank you for providing all the above information. We will deal with it as soon as possible.
• If an item arrives damaged, we offer free repair, replacement or refund. If you voluntarily choose expedited shipping (faster and more expensive delivery method), you are responsible for your own costs!

Refund (if applicable)

After receiving and checking your return order information, we will send you the refund information via email. It may take up to 20 working days after you return the item to receive the refund (in many cases, you will receive the refund as soon as possible). Will be returned to your original payment account.

Delay or omission of refund (if any)

• If you have not received a refund, please check your bank account again.
• Then contact your credit card company, it may take some time to officially issue a refund.
• Next, please contact your bank. Refunds usually take some processing time.
• If you have completed all of these operations but still have not received a refund, please contact us at service@koalapparel.com.

Return shipping fee

If the problem is caused by koalapparel and the product you received is wrong, please return the product that cannot be opened in the same package you received and provide a copy of the invoice. After receiving the return, we will ship the correct product for you without paying additional shipping costs.

How long does the return process take?

Due to the large daily order volume, it may take up to 7 working days from the date we receive the returned product. We will notify you via email to confirm that your return order has been processed.

Depending on your location, the arrival time of the replacement product may vary. Please consider using a traceable transportation service or purchasing transportation insurance.

Our return address:

Xiaobaiju Supply Chain, 4th Floor, Building B, Kesui Jingu, No. 1 Dongfeng West Road, Dali Village, Qingxi Town, Dongguan, Guangdong, China

Note

1. Do contact our customer service before returning. koalapparel will is not responsible for any returning without notifying us.
2. It will be highly appreciated if you contact our customer service for help befoore raising any dispute. We are always here to help and provide solutions.

For more information regarding the return policy, you can also contact us at service@koalapparel.com.