Kōraru | FAQ's | Eco Friendly Swimwear | Sustainable Swimwear Brand

Placing an Order

How do I place an order?

You do not need to create an account to make a purchase. However, we recommend that you set up a Kōraru account in order to manage all aspects of your account including address details and reviewing your order history.You will also receive custom recommendations and exclusive offers made only for our members.

How Long does it take for my order to be fulfilled?

Typically, it takes between 1-5 business days to fulfill an order. Once your order has been fulfilled, an email will be sent confirming the shipment and containing the tracking number. All orders are processed weekdays Monday through Friday and are dispatched the following business day. Please advise of a phone number when ordering which you can be contacted at upon delivery.

What happens if my order is delayed?

We will provide a tracking number once your order has been shipped and you will find it in your e-mail. If a shipment has been sent but is not received, you must contact the shipping company. We will do our best to assist you through it.  Please understand that sometimes delays in shipping may occur for which Koraru is not responsible and cannot help in any way.

Can I cancel or amend any of my order details?

 Once an order is placed, we start processing it right away. If you receive an e-mail from Kōraru saying your order has been processed and a tracking number, it means the order is already on its way and nothing can be changed. In that case, the order has to be returned and a new order must be made. If you haven't received news from us, it means we are still processing other orders but we will get to your order as soon as we can. In this time, if you have any alterations or changes, you can contact us on our contact page and we will do our best to assist. Please note that we have to charge an Order Alteration Fee due to handling fees. 

Payment and Account

Which payment methods are accepted?

We accept payment via PayPal, Apple pay, Google Pay, Visa and Mastercard credit or debit cards and Amex.

What currency will I be charged in?

All our orders are charged in USD.

Am I liable for customs or duties on my order?

Some international shipments are subject to taxes or customs duties. Prior to placing your order please check with your local customs authority on any customs duties or taxes that are payable by you before you can receive your order – please keep in mind that regulations and guidelines differ by country. Customs duties or taxes are not payable by Kōraru.

Is my personal information kept private?

Your privacy is important to us. It is Kōraru's policy to respect your privacy and comply with any applicable law and regulation regarding any personal information we may collect about you. To find out more, please read our Privacy Policy.

Can I calculate the taxes/duties at check-out?

Unfortunately, we cannot calculate the customs taxes before delivery.

Shipping and Returns

Do you deliver worldwide?

Yes, we deliver worldwide (with some exceptions). International shipping is free for orders over $300. For more information, please refer to our Shipping page.

What happens if my order is delayed?

We will provide a tracking number once your order has been shipped and you will find it in your e-mail. If a shipment has been sent but is not received, you must contact the shipping company. We will do our best to assist you through it.  Please understand that sometimes delays in shipping may occur for which Koraru is not responsible and cannot help in any way.

Will my parcel be insured and will I have to sign for it?

You do not need to create an account to make a purchase. However, we recommend that you set up a z account in order to manage all aspects of your account including address details and reviewing your order history.

Can I ship to a PO Box?

Unfortunately, we cannot ship to P.O Boxes as generally shipments require a signature on delivery, so please make sure to provide an address that will be attended during normal business hours as you will need to sign for your package.

What Should I Do If I Receive an Incorrect or Faulty Item?

We are so sorry to hear if you received a faulty item. Every product that leaves our warehouse is hand checked to make sure it is in perfect shape and without any flaws. But in the unlikely case that a faulty/wrong order is received, please reach out to our team at customercare@koraru.co and provide some supporting information so we can better asses the situation and offer help.

  • Your proof of purchase/order number
  • A short description of the issue
  • Supporting images

Our Customer Services Team will then be in touch to advise the next steps.

All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.

If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you request a return.

Can I return my order?

Yes, you can return your order and receive a full refund (without shipping charges for both sending and returning the order), with the condition that goods are unworn and in original condition. All returns are subject to our Returns Policy.

I placed an order using a Gift card code. Can I return it?

Full priced items purchased with a Gift card code or temporary promotion code can only be refunded for store credit.

Can I exchange or return an item on sale?

Items on sale cannot be exchanged, and they can only be returned for store credit.

My swimwear was a gift. Can I return it?

Gifted items can only be returned for store credit. If the items were marked as a gift when purchased and then shipped directly to you, you will receive a gift credit for the value of your return. Once the returned product is received, a gift certificate in the form of a discount code will be e-mailed to you.

Fit & Care

How can I take care of my swimwear?

Even though the fabrics we use are high quality and very durable, there are some things you can do to prolong the life of your bikini. Hand wash with warm water and mild soap to remove chlorine, oil, sunscreen or salt from the garment. Do not use fabric softeners. Do not wring, soak or bleach. Do not tumble dry, iron or dry clean. Let the garment drip dry in the shade. Do not keep bundled up with other swimwear/ fabrics when wet.

Where can I find sizing information?

We created a sizing guide that will assist you in choosing your correct size. You can find it by clicking below. We hope it will help you. Size Guide

I'm still not sure about my size. What can I do?

We are more than happy to assist you in choosing the right size. Please contact us using the contact form on our website under the "Customer care" menu or by e-mailing us at customercare@koraru.co and one of our fit specialists will get in touch with you as soon as possible.
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