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Ukoala

Returns & exchanges

Start your request online.

Thank you for shopping with Ukoala! We want you to absolutely love your bag. Because we are a small family business, we do not build return shipping costs into our product prices so we can keep our authentic designs as affordable as possible.

If your order isn't quite working out, we are here to help make it right.

Policy at a glance

Direct Ukoala purchases

  • Request a return or exchange within 30 days of delivery.
  • Items must be clean and resalable, with tags and included hardware. Items showing wear or damage may be rejected.
  • Final-sale, personalized, and clearance items are excluded unless they arrive defective.
  • Returns: After review, we'll email a prepaid return label. A flat $9 return shipping fee will be deducted from your refund.
  • Exchanges: Customers are responsible for round-trip shipping. After review, we will email a secure invoice to cover your prepaid return label and the shipping for your new bag.

Approved parcel form

After approval, print and complete the form, then place it inside your return parcel.

Download return form (PDF)

Before you submit

Have your order number, order email, and product name ready. For exchanges, include the replacement product, color, and size you want.

Warranty issue instead?

For stitching, hardware, zipper, or strap defects, start with our warranty guidance.

Return request

Tell us what you need

Submitting this form starts a review. It does not automatically approve a return or exchange.

Refund returns are for eligible bags only and remain subject to inspection.

Eligibility

What happens after you submit

We'll verify the order and review eligibility. Items are inspected before a refund or exchange is completed. Approved refunds return to the original payment method within 5–7 business days of inspection. Items showing wear or damage may be rejected.

Original shipping charges are non-refundable unless the return is due to our error or a defect. For standard returns, a $9 return label fee will be deducted from your total refund. For exchanges, your return label will be issued as soon as your round-trip shipping invoice is paid.

After your request is approved, download and print the Return & Exchange Form. Complete it and place it inside your return parcel so we can match the item to your order. Parcels received without a completed form may be delayed. Please don't mail anything until you receive return instructions from our team.

Other sellers

Purchased through a third party?

If a retailer, event vendor, trade show, fair, or festival collected your payment, contact that seller directly for a return or exchange.

Need help finding the right path? Email contact@ukoala.com.