30-day returns

We want you to love the way you carry. If your bag isn't the right fit, you may return it within 30 days of delivery for a refund or exchange. We encourage you to wear it, try every configuration, and put it through your daily routine.

Return conditions

• Items must be in resalable condition — clean, free of heavy wear, with tags and any included hardware.
• Keep your order confirmation or order number handy.
• Final-sale, personalized, or clearance items are not eligible for return unless they arrive defective.

How to start a return

Email support@ukoala.comwith your order number and reason for return. We'll send a prepaid return label and instructions. Once your bag arrives back to us and passes inspection, we'll process your refund or ship your exchange.

Refunds

Refunds are issued to your original payment method within 5–7 business days of inspection. Original shipping charges are non-refundable unless the return is due to our error or a defect.

Exchanges

Want a different color or model? Start an exchange the same way you would a return. If there's a price difference, we'll handle it before shipping your new bag.

Defects and damage

If your bag arrives damaged or develops a fault, see our Warranty — handcrafted defects are covered beyond the standard return window.