FAQs – KOLAB

FAQ's

See answers to our most commonly asked questions.

Didn't find the answer you were looking for? Click here to see options on how to contact us.

Shipping

Where does KOLAB ship to?

KOLAB ships to numerous countries worldwide. We offer free shipping to select countries including the United States (excluding remote areas), Canada, several European countries, Australia, New Zealand, and select Asian countries.

For all other countries not listed in our shipping policy, shipping fees will be calculated at checkout based on your location.

How long will my order take to arrive?

Standard shipping times vary by location:

United States: 6-15 business days
Canada: 8-17 business days
Europe: 6-12 business days
Australia: 5-12 business days
New Zealand: 6-12 business days
Singapore: 6-9 business days
Hong Kong/Macao/Taiwan: 3-8 business days

For faster delivery, express shipping is available at checkout for an additional fee.

Do you offer express shipping?

Yes, express shipping is available for most locations (excluding remote US areas) for an additional fee at checkout:

United States: 3-7 business days - $32 USD
Canada: 4-8 business days - $32 USD
Europe: 4-8 business days - $32 USD
Australia: 4-8 business days - $19 USD
New Zealand: 4-8 business days - $32 USD
Singapore: 2-6 business days - $19 USD
Hong Kong/Macao/Taiwan: 2-6 business days - $19 USD

Do I have to pay customs or import duties?

No. All orders shipped to countries listed in our shipping policy are sent DDP (Delivered Duties Paid), which means duties and taxes are included at checkout. You won't face any additional charges upon delivery.

What are considered "Remote Areas" in the USA?

Remote areas include:

Alaska
Hawaii
American Samoa
Micronesia
Guam
Marshall Islands
Northern Mariana Islands
Palau
Puerto Rico
U.S. Virgin Islands
Armed Forces addresses (Americas, Europe, and Pacific).

Orders to these locations incur a $25 shipping fee.

What if my package hasn't arrived within the estimated timeframe?

While most deliveries arrive within the shorter end of our timeframes, occasional carrier delays, customs processing, or other factors may extend delivery times. If your package exceeds the maximum estimated delivery time, please contact support@kolabcollection.com with your order number.

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.

Returns & Exchanges

What is KOLAB's return policy?

You can return most KOLAB products within 30 days of receiving your order, provided they're in their original condition with tags and labels attached. Accessories are not eligible for return.

How do I initiate a return?

Email support@kolabcollection.com with your return request and order number. We'll provide instructions based on your location.

Is return shipping free?

Return shipping is free for customers in the contiguous United States (48 states).
For customers in Alaska, Hawaii, and US territories, customers are responsible for return shipping costs.
For international locations, return shipping is only free for faulty products or shipping errors. In these cases:
1. Contact us with photos of the issue at
2. Upon approval, return the item at your expense
3. Send us a photo/scan of your shipping receipt
4. We'll refund both the item cost and your return shipping expenses
For returns due to change of mind, these customers are responsible for return shipping costs.

What condition must items be in to qualify for a return?

All returned items must be unworn, unwashed, and in their original condition with all tags and labels attached.

How long does it take to process my refund?

Once your return is received and inspected, your refund will be processed within 10 business days to your original payment method. Please allow additional time for the refund to appear in your account.

Can I return sale or discounted items?

Yes, sale and discounted items follow the same return policy as regular-priced items, provided they meet our return conditions.

Does KOLAB offer exchanges?

We don't offer direct exchanges. If you'd like a different size, color, or style, please return your original purchase and place a new order for the desired item.

What if I received a defective or incorrect item?

If you received a defective or incorrect item, please contact support@kolabcollection.com with photos of the issue, your order number, and a description of the problem. We'll arrange for a return and replacement at no cost to you.

If I want to exchange for a different size, do I need to wait for my return to be processed?

No, you don't need to wait. You can place a new order for the item you want at any time. Your original purchase will be refunded once we receive and process your return.

Order

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 10 business days after approval.

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, or you can visit our Track My Order page.

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

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.

Account

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.

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 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.

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.

KOLAB Info Tag

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.

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!

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.

General

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.