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Return, Exchange & Refund Policy

Return, Exchange & Refund Policy

Koi The Label — koithelabel.com

Last updated: August 2026

At Koi The Label, every piece is handmade to order from carefully selected fabrics, and quality-checked before it leaves us. Because each piece is produced individually for you, this policy sets out clearly what we can offer if something isn't right with your order.

Please read it before placing an order. By completing a purchase on koithelabel.com, you confirm that you have read and agreed to this policy.

1. Production & Delivery Times

Every piece is made to order and requires 4-8 weeks from the date of full payment before dispatch. Made-to-order, pre-order and customised pieces may have individual production times, stated on the relevant product page.

Delivery timeframes provided by our couriers are estimates and are not guaranteed.

2. Faulty, Damaged or Incorrect Items

This section applies to every order, including sale and promotional purchases. The final sale terms in Section 4 do not apply to items that arrive faulty, damaged or incorrect.

If your order arrives with a manufacturing fault, transit damage, or is not the item you ordered:

  1. Contact us within 48 hours of delivery, with your order number and clear photographs of the issue.
  2. We will review your claim and respond within 2 business days.
  3. If we need to inspect the piece, we will ask you to return it via a tracked courier service. Please keep your shipping receipt. (on the customer's expense) 
  4. Where a fault is confirmed on inspection, we will reimburse your return shipping cost on production of the receipt.
  5. Where inspection does not identify a fault, we will explain our findings and return the piece to you. Return shipping in that case is not reimbursed.

Remedies

Because every piece is made to order, we will normally offer a repair or a replacement first. A full refund, including the original delivery charge, is issued where neither a repair nor a replacement is possible within a reasonable time or scope.

Refund criteria

A refund is issued only where all of the following are met:

  1. The issue was reported within 48 hours of delivery, with photographs.
  2. The piece is returned complete — including all pieces of a set and any accessories — unworn, unwashed and unaltered, with all original tags attached and in its original Koi The Label packaging.
  3. Our inspection confirms a manufacturing fault, transit damage, or an incorrect item.
  4. The issue is not a characteristic of handmade production, as set out below.
  5. A repair or replacement is not possible within a reasonable time.

Characteristics of handmade garments

The following are inherent to hand-finished, made-to-order pieces and are not considered faults: slight variations in beadwork placement, minor irregularities in hand-applied embellishment, and small differences in fabric texture or shade between pieces. Colours may also vary slightly from product photography due to screen settings and studio lighting.

3. Exchanges on Full-Price Items

Full-price items may be exchanged for a different size, or for another piece of equal value, subject to all of the following conditions:

  1. Your request is submitted within 48 hours of delivery.
  2. The item is unworn, unwashed and unaltered, with all original tags attached.
  3. The item is returned in its original Koi The Label packaging, including tissue paper and garment bag.
  4. The item carries no perfume, deodorant, body odour or smoke.
  5. There are no signs of wear — no pilling, stretching, pulling or marking.
  6. Clear photographs of the item, tags and packaging are submitted with your request.

Exchanges are subject to our inspection on receipt. Return shipping for an exchange is arranged and paid for by you.

We do not offer refunds on full-price items for change of mind. Where an exchange is approved but no suitable alternative is available, we will issue store credit.

4. Final Sale Items

The following are not eligible for return, exchange or refund for change of mind, sizing, or preference:

  • All sale, discounted and promotional items, including items purchased during site-wide promotions
  • Items purchased during special events or limited-time offers
  • Customised and made-to-order pieces
  • Any item that has been altered, whether by us or by you
  • Items marked "Final Sale" at the time of purchase

This does not affect your position if the item arrives faulty, damaged or incorrect. In that case, Section 2 applies in full, regardless of the price paid.

Misuse of this policy

We reserve the right to decline a return, exchange or refund request, and to decline future orders, where a customer has made repeated or unfounded claims, where we reasonably believe this policy is being misused, or where a member of our team has been subjected to abusive conduct. Any decision of this kind will be explained to you in writing.

5. Alterations

We offer alterations on pieces purchased from us:

  • Free of charge where the request is made within 48 hours of delivery and is approved by us.
  • 50–250 QAR, depending on complexity, where the request is made after that window.

Please note that once a piece has been altered, it is final and cannot be returned or exchanged.

6. How to Contact Us

You can reach us through either of the following:

  • Email: koi@koithelabel.com
  • WhatsApp: +97455683810

WhatsApp is often the fastest way to reach us, and you are welcome to send photographs and questions there.

For any return, exchange, fault or alteration request, please include:

  • Your full name and order number
  • The reason for your request
  • Clear photographs of the item, its tags and its packaging
  • Your preferred outcome (repair, replacement, exchange, refund or alteration)

So that we have a clear record of your request, we will confirm every request by email once received, whichever channel you use to contact us. Requests sent by Instagram direct message cannot be processed.

7. Processing & Timelines

  • We respond to all requests within 2 business days.
  • Returned items are inspected within 5–7 business days of receipt.
  • Approved refunds are issued to your original payment method within 5–7 business days of approval. Your bank may take additional time to show the funds.
  • All returns must be sent via a tracked courier service. We are not able to take responsibility for parcels lost in transit without tracking.
  • When returning an item from outside Qatar, please mark the customs declaration "Returned Goods — Not for Resale" and state your order number, to avoid the parcel being held or assessed for import duty.

8. Local Delivery & Collection Charges

For orders within Qatar, delivery and collection are handled by an independent courier. These charges are payable directly to the courier and are separate from your order total.

9. Contact

Koi The Label
koi@koithelabel.com
koithelabel.com

+9755683810

Qatar

10. Changes to This Policy

We may update this policy from time to time. The version published on koithelabel.com at the time of your purchase is the version that applies to your order.

Koi The Label | koi@koithelabel.com | koithelabel.com