FAQ

Frequent questions

How do you work?
We are a small company that makes a artesanal job who carries his time and his darling We do not do mass production of products. We do the entire process from the idea, the design, the website, the social networks, to the packaging of the order. We make the prints in a craft workshop in Bilbao with which we work so that everything has the highest quality. Shipping and payments are the only things we delegate, logically. And they have their external cost. We are not a multinational nor a large business, so we ask for your patience because we know that we are not the fastest, nor the most perfect. Yes indeed, We put all the love and passion we have into it. 🙂

I have made a purchase. When does my package arrive?
The package will leave our studio during the next 72 hours after placing the order if all the items you have purchased are in stock and are not pre-orders. They usually take 24/48 hours to arrive. We will inform you of your order by email that you have provided us. You will have a tracking number for the package from the transport company in charge, if the type of order includes it. If your tracking doesn't work, don't worry, keep in mind that it takes a while to enter it into your system, try to try it later on the transport company's website. The email shows when the order will be delivered to you once it has left our workshop. The letters and international packages they may take time from 20 days to more than a month.

What are the shipping costs for my order?
Shipping rates vary depending on the country or province you are from. You can check the price of your shipping at the end of the shopping cart. When you enter your delivery address it will be calculated exactly. You will not pay a single euro more than what you have to pay since we have made an effort to calculate each shipment separately, by province and by country. Sometimes you will have several options, normal shipments and urgent shipments, so you can choose the one that best suits you. Others, there will be only one type of shipment.

How do you prepare my order?
If all the products are in stock, the order is prepared and It is normally sent during the next 72 business hours , when the carrier picks them up. Be careful if you are placing an order for a product that is in pre-order and therefore will not be released immediately. If so, you will see that the article is "reserved" and we may have to order the garment from suppliers or wait for them to finish printing it in the workshop, so it may take more than 20 days. You can see how we prepare shipments on our Instagram account ! 😀 Maybe until you see yours!!

What is a PRE-ORDER product?
It is a product that is not in stock, that is, it we will prepare specifically for you from the moment you place the order. Many products are in pre-order because the stock of the garment is exhausted at suppliers and we have to wait to receive more. Pre-order products will be shipped (generally) from the month following the order. When it is ready, we will always inform you by email that your order has been sent and we will provide you with the tracking number, don't worry!

Is there no stock of my size (XS, XXL, 3XL)?
When we launch a collection, we usually put new products on pre-sale, so you can reserve any size. That's when, if you have a large or small size, you have to order. Once the pre-sale plan is finished, we usually only have 4 sizes. We don't want anyone to be left without product . That's why We are committed to adding all the sizes that exist for each model during the launch . The good thing is that unisex sizes allow us a wide range of sizes and whenever we can, we take them all forward 🙂

Why are email and telephone required at check-out?
The mail we need it to be able to communicate with you about the status of the order. We ask for the telephone number because the transport companies that provide us with their service they demand it from us since they work with tracking numbers and home deliveries, so it is likely that they will contact you to make the delivery. We will never sell your data, don't worry. If you are concerned about the privacy policy more deeply on a legal level, you can go here .

What happens if an order has customs fees?
We are not responsible for customs fees that can have your order. Find out in advance about the likelihood that your country of residence will apply customs charges to shipments from Bilbao.

Why aren't shipping costs free if there are more than €100 worth of products in my cart?
Shipping costs They are FREE from €100 only in the autonomous communities of the peninsula Spanish. In the Canary Islands, Balearic Islands, Ceuta and Melilla they have a very low cost, if they exceed that amount. However, for international shipments we cannot afford to have reduced or free shipping (at least, for the moment... :P). Remember that the €100 for free shipping is before applying the 21% VAT.

I want to place a VERY BIG order because I'm TO LOCX! Is there any discount for me?
If you want to do wholesale orders You can write us an email with the words “WHOLESALE ORDER” in the subject to this email: koalarabiosogs@gmail.com

Do you ship to….?
Yeah! We ship worldwide! As long as you pay the shipping costs, of course. Shipping costs are calculated automatically by the website 🙂

My order has arrived in poor condition.
Wow, that should never happen, We are very sorry . Send us an email to koalarabiosogs@gmail.com with photos of how it arrived, your information, the reference of your order, transport company, etc... and we will tell you how to proceed with the transport company so that they can pick it up and send you the order again. It will take a while because we have to wait for it to arrive at the workshop before sending it again. Anyway it is important that you read this before proceeding to do anything.

I received another size that is not the one I ordered.
Don't worry, if the mistake was ours, we will take care of the return shipping of the garment and We will send you the one you need in the shortest time possible . Read the delivery and return policies carefully. here to know how to proceed. If we make a mistake we will send you a gift as an apology.

The size I ordered doesn't fit me. Can I change it?
We don't make changes . click on it here to read our returns policy. The size guides are perfectly described in the description of each product so that you can order the exact size. You can compare it with a t-shirt/sweatshirt/whatever that you have (and that you love how it fits) and order the one that is the most similar size. Anyway, Don't worry if you still haven't got it right. You will have to return the entire order within the period stipulated in the return policies and then purchase the product again. That is, yes, you will have to pay for the return shipping of the product and the new shipment.

I want to cancel an order.
You have 15 days to cancel a product , legally. Yes indeed, You have to take care of the shipping costs that this entails. and the shipment must arrive at the workshop in the same conditions as when we sent it to you. With the products unused and in perfect condition. Once it arrives and we check the status of the order, we will proceed to pay you the cost of the initial order through the same platform/card that you would have paid. Refunds are usually made within 14 days . More information about withdrawals here.

Can I pay with card?
Yes, you can pay by card (Visa, Mastercard, American Express and Discover Network)

Can I pay with my PayPal account?
Of course!

Can I pay by bank transfer or cash on delivery?
No. They do not offer us any guarantee, so to avoid problems for everyone it is better this way.

Can I ask more questions about Paypal Secure Payment or other legal moves?
We recommend you read our terms and conditions , the legal warning of the page and Privacy Policy and the cookie policy , that's what they are for ^_^ (although they are a mess, but we have written them with a lot of love)

Do you have a physical store?

At the moment No.

Do you do contests and product giveaways?

Clear! You can follow us on Instagram , Twitter and Facebook To participate in them, sometimes we do raffles, contests and you can even find out about exclusive discount codes!

I have seen that at check-out there is a section to enter discount coupons, how can I get one?

Subscribing here To the newsletter you will automatically receive a discount code, as well as news, new collections and special offers, periodically.

I have an other question!
If you have I have any questions and we have not been able to answer them. Through this page, you can send an email to koalarabiosogs@gmail.com