Refund policy

RETURNS POLICY

We want you to be completely satisfied with your purchase. If you wish to return your order, we're happy to offer a store credit or exchange, subject to the conditions below.

We do not offer refunds for change of mind. Refunds are only available where an item is deemed faulty (see In the Event of a Faulty Item below).

RETURNS ARE ACCEPTED PROVIDED THE FOLLOWING:

• Returns must be requested within 7 days of receiving your item and returned to us within 14 days (25 days for international orders).
• Items must be returned unworn, unused, unaltered, unwashed, and with all tags attached and original packaging intact. Take caution when trying items on — we cannot accept returns with makeup marks, stains, odour, or any other signs of wear.
• Items purchased on sale are final and cannot be returned or exchanged unless the item is faulty.
• Return shipping costs are at the customer's expense.

RETURNS PROCESS

1. Lodge your return through our Returns Portal.
2. Check your items carefully to confirm they meet the conditions above — items returned worn or tampered with cannot be accepted.
3. Ship your parcel back to the address provided. We recommend sending it via trackable mail, as we're not liable for parcels lost in transit.
4. Once we receive your return, please allow up to 5 business days for it to be inspected and processed as an exchange or store credit.

REFUND METHOD

Refunds are only processed under these Terms if the item is deemed faulty. Where a refund is approved under these Terms, it will be issued only to the original payment method used for the order. We do not issue refunds to a different card, account, or person, and we do not provide cash refunds.

Where an order was paid using more than one payment method, refunds will be apportioned across each method in the same proportion as the original payment.

Where an order was paid in whole or in part using a gift card or store credit, the portion funded by that gift card or store credit will be refunded as a new gift card or store credit issued to the email address associated with the original order. It will not be refunded to a card or bank account. Any remaining portion will be refunded to the original payment method.

If the original payment method is no longer valid, closed, or expired, the refund will be issued as store credit to the email address associated with the original order.

PROCESSING TIMES

Approved refunds are processed within five (5) business days of the returned item passing inspection. Once processed, your financial institution or payment provider may take a further five (5) to ten (10) business days to display the funds. Koster Kulture is not responsible for delays caused by third-party payment providers.

STORE CREDIT

Store credit is issued to the account associated with the original order email address, is non-transferable, and valid for one (1) year. Store credit has no cash value and cannot be redeemed for cash.

EXCHANGES

Exchange requests must be submitted within 14 days of delivery via our Returns Portal, subject to stock availability. Exchanges are limited to a different size or colour of the same style; we do not currently offer exchanges for a different product.

A handling fee applies to all exchanges, calculated as 100% of the estimated return shipping label cost. Where a shipping cost cannot be estimated at the time of the request, a flat handling fee of A$15.99 will apply instead.

INTERNATIONAL CUSTOMERS (OUTSIDE AUSTRALIA)

Refunds are not available for orders shipped outside Australia. Return and exchange requests must be submitted within 25 days of delivery. Approved returns will be issued as store credit only, less a handling fee calculated as 100% of the estimated return shipping label cost (or a flat fee of A$50.00 where the shipping cost cannot be estimated); this store credit may be used to place a new order. Exchanges for size or colour are available via our Returns Portal, subject to stock availability; return shipping costs are the customer's responsibility, calculated on the same basis, and will be charged at the time of processing.

If you are an EU/EFTA customer, you have additional rights under EU law — see our EU Right of Withdrawal page for details.

IN THE EVENT OF A FAULTY ITEM

If you've received a faulty item, please email us within 7 days of receiving your product at customercare@kosterkulture.com with "FAULTY" in the subject line. Include your order number and supporting images and we'll get back to you within 48 hours. Please note that faulty items do not include those that have already been worn.

Refunds will only be processed if the item is confirmed faulty.

CHANGES TO THIS RETURNS POLICY

Koster Kulture reserves the right to modify this returns policy at any time. Any changes will be effective immediately upon posting on our website.

By making a purchase from Koster Kulture, you acknowledge that you have read and agreed to this returns policy.