Frequently Asked
Questions

Browse our collections, select your size, and click Add to Cart. Once you're ready, head to checkout — you can pay as a guest or create an account for faster future purchases. We accept all major credit and debit cards as well as PayPal.

Please contact us as soon as possible at info@koossa.com or call +1 516 440 8424. We will do our best to amend or cancel your order before it is dispatched. Once an order has been shipped, changes are no longer possible — however, our returns policy still applies.

We accept Visa, Mastercard, American Express, Maestro, and PayPal. All payments are processed through a fully secured, SSL-encrypted checkout. We never store your payment details.

Absolutely. All transactions on koossa.com are processed through Shopify's payment infrastructure, which is certified PCI DSS compliant — the highest industry standard for payment security. Your card details are never stored on our servers.

Yes — as soon as your order is placed, a confirmation email is sent to the address you provided at checkout. Please check your spam folder if you don't see it within a few minutes. If you still haven't received it, contact us and we'll resend it.

We run seasonal promotions and occasional exclusive offers for newsletter subscribers. Subscribe at the bottom of our website to be the first to know. Discount codes can be entered at checkout in the Discount code field — only one code can be applied per order.

You have 30 days from the date of delivery to return any item. Items must be unworn, unwashed, and returned in their original packaging with all tags attached. Sale items may be subject to different terms — please check the product page for details.

Email us at info@koossa.com with your order number and the item(s) you wish to return. We'll confirm the return and send you the returns address. Once we receive your parcel and verify its condition, your refund will be processed within 5 working days.

Return postage costs are the responsibility of the customer, unless the item is faulty or we made an error with your order. We recommend using a tracked service to ensure your parcel reaches us safely — we cannot be held responsible for returns that are lost in transit.

Once we receive your return and confirm the item is in its original condition, we will process your refund within 5 working days. The refund will be issued to your original payment method. Depending on your bank, it may take a further 3–5 business days to appear on your statement.

We don't offer direct exchanges at this time. The quickest way to get the right size is to return the original item for a refund and place a new order in your preferred size. If you're unsure which size to order, take a look at our size guide or contact our team — we're happy to advise.

We're sorry to hear that. Please email info@koossa.com within 7 days of receiving your order, including your order number and a clear photo of the fault or incorrect item. We will arrange a free return and either send a replacement or issue a full refund — whichever you prefer.

Every product page includes a Size Guide button that opens a full chart in UK sizes alongside a Find My Size quiz. Enter your height, weight, and preferred fit — the tool will highlight the size most likely to suit you. If you're still unsure, feel free to contact us before ordering.

Most Koossa garments fit true to size. Where a particular style runs small or large, we note this on the product page. As a general guideline: if you are between sizes and prefer a relaxed, comfortable fit, we recommend sizing up. If you prefer a more fitted silhouette, stay with your standard size.

Yes — all clothing and footwear on koossa.com is listed in UK sizes. For shoes, each size listing also shows the EU equivalent (e.g. UK 6 | EU 39) so you can cross-reference easily. Our size guide covers women's, men's, and children's conversions.

Use a soft measuring tape and measure over your underwear, not over clothing. Chest: measure around the fullest part. Waist: measure around your natural waist, roughly an inch above your navel. Hips: measure around the widest part of your hips and seat. Compare your measurements to the size chart on the product page.

Women's clothing is available in sizes XS–XL (UK 6–18). Men's clothing in S–XXL (UK 34–46). Children's sizing from 2–3 years through to 12–13 years. Footwear ranges from UK 2 through to UK 12 depending on the style. Specific size availability is shown on each product page.

Every piece is personally selected for fabric quality, construction, and longevity. We assess each garment for fit, finish, and durability before it becomes part of the collection. We back every product with a 2-year guarantee against manufacturing defects — because we stand behind everything we sell.

We photograph every item in natural light to represent colour and texture as faithfully as possible. Whilst screen calibration varies between devices, we take great care to ensure what you see reflects what you'll receive. If you'd like more detail on a specific item before ordering, please get in touch.

Each garment includes a care label with specific instructions. As a general guide: wash at 30°C on a gentle cycle, avoid tumble drying delicate fabrics, and iron on a low setting. Following the care instructions will help maintain the shape, colour, and quality of your garment for longer.

All children's clothing in our range is made from soft, skin-friendly fabrics that are gentle on delicate skin. Our children's products meet applicable UK product safety standards. If you have any concerns about a specific material or product, please contact us before purchasing.

Popular items are often restocked. To be notified when a specific product comes back in stock, email us at info@koossa.com with the product name and your preferred size — we'll let you know as soon as it's available again.

No — you can check out as a guest without creating an account. However, having an account makes it easier to track your orders, save your addresses, and access your order history. You can create an account at any point, including immediately after placing your first order.

Go to the Login page and click Forgot your password?. Enter the email address associated with your account and we'll send you a reset link. If you don't receive an email within a few minutes, check your spam folder. For further help, contact us at info@koossa.com.

Your privacy matters to us. We collect only the information needed to process your orders and improve your shopping experience. We never sell your data to third parties. For full details on what we collect, how we use it, and your rights, please read our Privacy Policy.

Every marketing email we send includes an Unsubscribe link at the bottom — click it to be removed from our mailing list. You can also email info@koossa.com and we'll update your preferences immediately. Please note that transactional emails (order confirmations, dispatch notices) cannot be disabled while you have an active account.

Yes. Under UK GDPR, you have the right to request deletion of your personal data. Simply email info@koossa.com with the subject line Data Deletion Request and we will process your request within 30 days. Note that certain data may need to be retained for legal or accounting purposes.