FAQs

Having trouble with the tracking number?

Once you receive your tracking email please allow 24 hours for carrier updates to occur. Reach out to support@kolabcollection.com for further assistance.

Order Changes and Cancellations

Once an order has been placed it cannot be changed. You may request to cancel within 1-2 business days by emailing support@kolabcollection.com, but it is not guaranteed once packing/shipping begins.

Please note the following information regarding processing order cancellations:

  • During high volume periods, cancellations may not be possible.
  • Product changes or address updates can be requested but are not guaranteed. Please double-check the order details before submitting.

Approved cancellations are refunded within 1-2 business days before submitting.

How do I access My Order information?

After marking a purchase, you will receive a confirmation email with all your order details.

You can also click here to log into your account and access your order details.

How can I track my order?

Once your order ships, you will receive a confirmation email with corresponding tracking information. The tracking number and progress can be found within the order details in your account, or on the carrier’s website.

What if my order has been returned to the sender?

If your package has been returned to our warehouse, please contact us at support@kolabcollection.com for further assistance.

What if my order is lost?

If your tracking information confirms delivery and you have not received your order, we suggest waiting 48 hours. If you still have not received your order after this window has passed, please reach out to support@kolabcollection.com with the following details so we can be of assistance:

  • Your name
  • Email address associated with your order
  • The relevant order number
Do you offer free shipping?

The short answer is: Yes! But it depends on where in the United States your shipping address is located.

If your shipping address is not listed below, you are eligible for free shipping.

States that require a $25 shipping fee:

  • Alaska
  • Hawaii
  • America Samoa
  • Micronesia
  • Guam
  • Marshall Islands
  • Northern Mariana Islands
  • Palau
  • Puerto Rico
  • U.S. Virgin Islands
  • Armed Forces Americas
  • Armed Forces Europe
  • Armed Forces Pacific
How long do orders usually take to ship?

Once you have made a purchase, orders can take up to 1-3 business days to be packed and dispatched.

If your shipping address is not in Alaska or Hawaii:

  • Free shipping: 5-10 business days
  • $22 Express shipping: 3-5 business days

If your shipping address is in Alaska or Hawaii or remote areas within the USA:

  • $25 Shipping: 2-3 weeks
Which countries does KOLAB ship to?

We currently offer shipping to the USA, Australia, Canada, New Zealand, and select European countries. Free shipping is available to all destinations except for remote areas within the USA.KOLAB ships to select European countries as below:

  • United Kingdom
  • France
  • Germany
  • Netherlands
  • Denmark
  • Finland
  • Luxembourg
  • Switzerland
  • Sweden
  • Austria
  • Belgium
  • Norway
  • Italy
  • Spain
  • Ireland
  • Iceland
Duties and taxes

Orders shipped to the United States are sent DDP (Delivered Duties Paid), meaning duties and taxes are included at checkout - no additional charges upon delivery.

What kind of packaging do you use?

Our recycled paper packaging, from the type of paper to the ink used, adheres to globally recognized green printing standards.

Our dustproof garment bags utilize 100% recyclable materials to minimize waste.

Are accessories eligible for return?

We regard accessories as hygiene products, so they are not eligible for return.

Are returns free?

It depends! If you are located in the USA (and not in remote areas) then returns are free.

If you are located outside of the USA, returns are free only if we made a mistake or the product is faulty. Otherwise, if you have simply changed your mind then you will need to pay for return shipping.

Please email us at support@kolabcollection.com to kickstart the return process.

How do I return a product?

Simply submit your request via our Contact Us page, or email us at support@kolabcollection.com and we kickstart the return process. Please tell us:

  • Your name
  • Email address associated with your order
  • The relevant order number
May I make an exchange?

While we do not offer direct exchanges, you can place a new order on the product you want and make a return of the original product.

Can I make a return?

How do returns work if I am outside of the USA?

For returns caused by us (faulty or wrong product), we will cover the return shipping costs so it's free for you to return. Follow the steps below to process a free return:


1. Please email support@kolabcollection.com to obtain the return address.
2. Please organize your return shipping to the address provided. You will pay the return shipping cost initially, so please keep your receipt and email that to us.
3. Once we receive the returned items, a refund for both the return shipping cost and the product will be processed within 3 working days.

For returns where you changed your mind, please note we will not refund you the return shipping cost. Follow the steps below to process a paid return:


1. Please email support@kolabcollection.com to obtain the return address.  
2. Please organize your return shipping to the address provided.
3. Once we receive the returned items, a refund for the product will be processed within 3 working days.

Can the KOLAB Info Tag be removed?

We do not recommend removing the KOLAB Info Tag as it provides product insights and future sustainability capabilities - so please keep it as is on the garment!

What is the KOLAB Info Tag?

The KOLAB Info Tag refers to the NFC-enabled label discreetly sewn into every KOLAB garment allowing access to product details via phone tap. Click here to discover more about the KOLAB Info Tag.

How do I use the KOLAB Info Tag to access my garment's information?
  1. Locate your KOLAB Info Tag by finding the label with an NFC icon sewn onto the inside of your garments.
  2. With your phone unlocked, tap the back camera area on the KOLAB Info Tag.
  3. Follow on-screen prompts to access garment Digital Product Passport information.
Is there a difference between the KOLAB Info Tag and the NFC-enabled label?

No, the KOLAB Info Tag and NFC-enabled label refer to the same integrated innovation.

How do I create an account?

Click here to create an account.

We suggest making an account to keep all orders together for easy tracking. Using the same email for multiple purchases allows system storage under one profile.

How do I unsubscribe from email marketing?

To unsubscribe from marketing emails, simply click the ‘unsubscribe’ button at the bottom of emails. This will allow you to update your email preferences and remove your email from our list.

If you’re unable to find this, please contact us by emailing support@kolabcollection.com. Please provide us with your name and email address and we’ll remove you from our list.

How do I update my password?

To update your info, click here to log in into your account.

Click the "Account Details" tab to update your password by following the prompts.

How do I update my personal details in my account?

To update your info, click here to login into your account.

How to update your personal details:

Click the "Account Details" tab to see and update your personal details and password associated to the account.

How to update your shipping address:

Click "Addresses" then "edit" to change shipping address

Note - Updating details will not alter order addresses mid-shipment.

I can’t log in to my account

Forgot your password? Click 'forgot password' on the login page and follow the prompts.

Still can't log in? You can contact us here, or contact us by emailing support@kolabcollection.com so we can help. Please provide the following details:

  • Your email address
  • Name
  • Any order number associated with the account, if possible.

We're happy to help retrieve account access with those details. Please reach out so you can sign back in smoothly!

How can I contact KOLAB?

Please contact us by clicking here and submitting our contact form, or by emailing support@kolabcollection.com.

Influencer inquiries

Thanks for your interest in collaborating with KOLAB!

Please contact us by emailing support@kolabcollection.com outlining your portfolio, social pages, and reach.

Due to the high volume of requests we receive, we are unable to answer all queries. If we are able to collaborate, we will be in touch with you directly.

Press inquiries

Please contact us by emailing support@kolabcollection.com.