Koori Active partners with global merchants and works very closely with skilled manufacturers in order to provide you with the absolute best prices you will find anywhere.
Our partners are located throughout different parts of the world including India, China, Japan, Dubai, and many more. Our unique business model and established relationships with our global partners have given us access to products and accessories (the exact same pieces you find available at high-end boutiques and department stores) at phenomenally low prices and we pass these steep discounts we have earned along to you - our valued customer
Because we ship directly from our partners' facilities from various countries throughout the world, your purchase(s) may take between 2-4 weeks to arrive, certain countries may take a little longer. In addition, tracking number is sent via auto email and it may take a few days for logistic company to update the information. Don't worry if the link did not work right away, it is normal. However, our partners do not always provide tracking numbers, but rest assured you're in good hands.
How much is shipping?
This depends on the product ordered, the total weight, and where we're shipping to. Our Standard Shipping & Handling Charge is US $4.95. Express Shipping is available on selected items. Please email us at firstname.lastname@example.org
Which currency do we use?
All products are charged in USD. We have a conversion tool to show in your local currency for your reference, the actual conversion rate is based on your card issuer.
Do you ship to my country?
We offer Worldwide Shipping for most of our orders (unless specified on the product page) so it's very likely we can ship to your country including UK, Ireland, New Zealand, Australia, Europe, Canada, Philippines, Malaysia, and more! Please email us for more information email@example.com
My debit or credit card has been declined?
If you are unable to complete your purchase due to declined from your credit card, the easiest way is to use another card. Unfortunately we only get notify by our payment gateway but we cannot see additional information, please contact your bank for more information or notify them to accept Stripe as payment gateway.
From our experience there is a higher decline rate for visa/ master debit card or prepaid credit card for number of reasons:
Does not support online purchase
Issuer bank blocked suspicious payment
Does not support overseas merchant
How long does it take for an order to arrive?
This depends on the product ordered:
Regular/ sales priced items can take between 2-6 weeks
Promotional "just pay shipping and handling" items can take between 3-6 weeks
If you have any questions about our shipping times, please contact us and will be happy to help!
PLEASE NOTE: In some cases, shipping may take longer due to various factors (ie; time of year order placed such as Thanksgiving, Christmas, and other major holidays). As such, If we have already sent your order we will not be able to issue you a refund. For more information please contact us.
Possible COVID-19 impact on your order:
1) Shipping times are longer and deliveries can be delayed by up to 2-4 weeks
2) Tracking code updates take longer than usual, due to limited workforce and cargo traffic in the logistics sector. During transit times, it can take a few weeks, until the tracking code will update
We do hope that you are understanding and if there is something you want to address or enquire about, just send us an E-Mail at firstname.lastname@example.org and we will do our best to help you as fast as possible.
Orders placed 2/05/21 - 2/17/21: For most specialty and giveaway (free) items orders placed between 1/30/20 - 2/14/20, please allow up to 5-7 weeks US delivery time due to high demand and production. International shipping is 6-8 weeks on free promotional and speciality items due to high demand and production.
Can my order be shipped faster?
At this time, we only have standard shipping and the shipping times will vary depending on what products you ordered.
Express shipping is available on selected items please email us for more information email@example.com
For more information on the shipping times, please refer to "How long does it take for an order to arrive" above.
Please note: we have received plenty of requests from our happy customers that want faster shipping options and it's currently in the works! Once it's effective in the store we'll let you know - we'll keep you posted!
Can I change my shipping address after I place my order?
For change of shipping address after your order has been placed, please let us know ASAP so we can make the change. We cannot guarantee that the address will be updated in time before your item is shipped so please give us the information as soon as possible. We will do our best to accommodate you. If item has been ship customer will be liable to pay for item and have it ship to correct address.
It's been over 6+ weeks and I have not received my order yet. What should I do now?
If you have not received your order within the time frame given for your order (see 'How long does it take for an order to arrive' above for more information), please contact us and we will look further into your order immediately.
A few examples for why orders may take longer to arrive to your shipping address:
1. incorrect shipping address was entered when the order was originally placed
2. there was an issue with customs which causes a slight delay
Please contact us if you haven't received your order within the timeframe given. We'll take care of you so rest assured! :)
Can I have a tracking number?
Tracking number will be send automatically upon dispatch, please allow a few days for logistic company to update the information. Don't worry if the link did not work after you receive it, it is normal. Unfortunately our global suppliers from our global warehouses do not always provide tracking numbers on discounted/ free items. Please email: firstname.lastname@example.org
Why did my order not arrive in one package?
We ship your orders from various international warehouses. Our stock is spread out over multiple fulfillment centers in order to grant a fast receiving. This means, orders containing multiple items may be shipped separately. You may receive one item before the next. So don't panic, if you don't receive all of your items at once…they are on the way. Therefore, the partial shipment could be applied to customers’ order.
Why have I not received any order confirmation details?
Most times this is because our customers have accidentally entered their email information incorrectly, as order confirmation is sent automatically upon payment. Please also check all spam and junk email folders.
If you believe you may have entered your email incorrectly please contact us and we will fix it for you.
Are the "FREE" items really free?
YES! For our promotional items, all you have to pay is the shipping and handling cost. The price of the item itself is $0.00 :)
What is your return policy?
Returns & Exchanges
Our policy last for 30 days from date of purchase or 7 days after item delivered. If an item is defective or doesn't materially match the description and your payment is eligible, your item can be returned for exchange or refund by online store credit only within 7 days of receiving your order. The store credit coupon will be issued for the amount of the piece(s) returned excluding the original shipping cost.
Customers will be responsible for return shipping cost. There are no refunds 48 hours after your order was placed. There will be no refunds if your order(s) has been processed or shipped.
For orders shipped to the wrong address due to a customer inputting the incorrect address, the customer must cover the cost of ordering replacement items so please be extremely careful when entering your shipping address. Any order return to us due to incorrect address supplied will incur a 20% restocking fee.
Due to the nature of made-to-order custom-made items, we do not offer refunds on those items. If any of these items are defective, we will happily exchange them for you.
How do I return?
Simply email email@example.com and we will allocate a Returns Authorization (RA) and provide you with the full address for the returning item. Please note there may be multiple locations of our warehouses depending on the items returning. We recommend using a tracked method for safe delivery. If the package does not reach us safely we will not be able to complete the exchange or return.
Exchanges & Store Credit
Once we received the valid tracking number of your return parcel we INSTANTLY release the store credit valued to the amount of the pieces returned or proceed the exchange. Without a tracking number provided for your return, we will release the credit after we receive the product.
What if there is a fault?
In the unlikely case that you receive a faulty item, please email us at firstname.lastname@example.org along with photos outlining the fault and we will personally assist you to quickly resolve the issue.
Item has been delivered to mailbox or deliveries that are stolen?
We are not responsible for item(s) being misplaced/stolen after delivered (E.g. after delivered mailbox). We are not responsible for postal supplier notifications being missed or unanswered. We will ensure your items are delivered to your address according to the information you have provided at the time of ordering. Customers will be liable for the shipping cost if a replacement item is needed.
Can I exchange for another item?
We can only exchange for another product If your order has not been processed/shipped by our supplier(s). Certain items e.g.t-shirts are processed automatically upon order confirmation, in this case we cannot exchange for another item. Each supplier will have different terms and conditions. Please contact us via email at email@example.com. Exchanges do not apply to sale items.
How do I contact you?
If you have any questions that are not on this FAQ page, please email us at firstname.lastname@example.org where we will promptly get back to you. Our response time normally within 24-48 hours Monday - Saturday, except holiday. :) <3
By placing an order you are acknowledging and accepting all the international shipping terms
Return policy does not apply to sale items/our custom designed items, we do not offer exchange or refund after purchase/order confirmation unless item is DEFECTIVE or DOES NOT materially match the description provided. Please choose your item carefully and if choosing garments, please select from the associated size chart provided.
Damaged/defective items must be returned in the original condition they were received in with all the accompanying accessories. You must provide us with an image of the item and email us at email@example.com for replacement.
We offer 7 days guarantee after item has been delivered for replacement. Please contact us with images of the defect. Items received outside the 7 day return policy will not be accepted.
Do NOT send item back to the senders address indicated on the package. Please email us for our returns department address. Tracking is required for returning item(s).