At Koolaburra Boots Shop, we stand behind the quality of our products. We want you to be completely satisfied with your purchase of our boots, clothing, and home goods. If you are not happy with your item, we are here to help with a straightforward returns and exchanges process.

Our Return Policy

We gladly accept returns and exchanges for most items within 15 days of you receiving your order. To be eligible for a return or exchange, your item must be:

  • In its original, unused condition
  • In the original packaging with all tags attached
  • Accompanied by the original packing slip or order confirmation
Please Note: Due to hygiene and safety reasons, we cannot accept returns or exchanges on the following products:
  • Bath Accessories (e.g., loofahs, brushes)
  • Collars & Leashes for pets (for safety and hygiene)
  • Any clearly used or damaged items
All sale items are final sale and cannot be returned or exchanged.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Within 15 days of receipt, email our customer service team at [email protected]. Use the subject line “Return/Exchange Request” and include your order number.
  2. Provide Details: In your email, let us know if you would like a refund, exchange for a different size/color, or store credit. Please briefly explain the reason for the return.
  3. Receive Instructions: We will email you within 2 business days with a Returns Authorization Number and instructions on where to ship your item.
  4. Ship Your Item: Carefully pack the item(s) in the original box or a sturdy shipping box. Include the original packing slip or a copy of your order confirmation. Mail the package to the address we provide. We recommend using a trackable shipping service as you are responsible for the item until it reaches our warehouse.
  5. Processing: Once we receive and inspect your returned item, we will process your request.

Return Shipping Costs

For returns due to our error (e.g., wrong item shipped, defective item), we will provide a pre-paid shipping label.

For all other returns and exchanges, the customer is responsible for the return shipping costs. These costs are non-refundable.

Refund Information

Once your return is received and inspected, we will send you an email to notify you. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed to the original method of payment (Visa, MasterCard, JCB, or PayPal).

Refund Timing:

  • Credit/Debit Cards: Refunds may take 5-10 business days to appear on your statement after processing.
  • PayPal: Refunds are typically processed and reflected in your account within 3-5 business days.

Please note that shipping fees (both original and return, if applicable) are non-refundable.

Exchanges

For exchanges to a different size or color, the process is the same as a return. Once we receive your original item, we will ship out the new one. If the new item is of a higher value, you will be charged the difference. If it is of lower value, we will refund the difference.

Standard or free shipping rates will apply to the shipment of your exchanged item.

Return/Exchange Request Email Template

To make the process easier, you can copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Koolaburra Boots Shop Customer Service Team, I would like to request a [return / exchange] for my recent order, # [Your Order Number]. The item I wish to return/exchange is: [Product Name, Size, Color] Reason for return/exchange: [e.g., Doesn’t fit, Different style desired, etc.] I would prefer: [Refund to original payment method / Exchange for (specify new size/color) / Store credit] Please provide me with a Returns Authorization Number and further instructions. Thank you, [Your Full Name] [Your Phone Number – Optional]

Questions?

We’re here to help! If you have any questions about our returns and exchanges policy, please don’t hesitate to contact our friendly customer service team at [email protected].