Frequently Asked Questions

To place an order on our website:

1. Select your products and add them to your cart.

2. Go to your cart to confirm your order.

3. A page will ask you to enter your email address:

- If you have an account, you will need to enter your email address and password.

- If you don't have an account, you can choose the "Checkout as Guest" option. **

4. Enter your personal and shipping information.

5. Select your preferred delivery method.

6. Choose your payment method, enter your bank details, and confirm.

**If a "password" field appears when you enter your email address, it means you have a The Kooples account. If you forget your password, simply click on "Forgot your password?". You can then place your order with your customer account.

Once your order is confirmed, you will be redirected to a screen confirming your order registration, and you will then receive a confirmation email with your order number.

- To track your order, go to "My Account" in the "My Orders" section.

- If you do not have a The Kooples customer account, we invite you to create one using the email provided when placing your order. You will then be able to track your order through your "My Account" area in the “My Orders” section.

Once your order has been confirmed, it can no longer be modified or cancelled.

However, if you wish to cancel your order, we invite you to return it within 14 days from the date you receive your package. Simply follow the return procedure here to generate your return slip.

If you chose home delivery and made an error in your shipping address, please contact the carrier directly once you have received the shipping confirmation email, in order to request an address change.

Please note that address modifications can only be made from the carrier’s logistics platform if the parcel has not yet been handed over to the delivery driver.

Despite the care taken by our preparation teams, you have received an order that does not meet our quality standards. We sincerely apologize for this.

1. If your order is incomplete, we invite you to contact Customer Service here.
2. If you notice a defect on a received item, we invite you to return it to a boutique or by post by selecting the dedicated reason for return from your account.
3. If a security tag was not removed from a received item, we invite you to visit the boutique closest to you.

However, if you do not have a boutique nearby, we invite you to contact our advisors via the contact form.

We prepare orders within 1 to 3 business days. This processing time may be extended up to 10 business days during promotional periods.

We will send you an email with a tracking link as soon as your package leaves our warehouse.

I don't have a customer account

If you do not have an account, you can:

1. Track the progress of your order using the shipping confirmation email,
2. or
3. Choose to create an account using the email provided when placing your order in order to track the status of your order.

You can also visit the carrier's website: Colissimo or Mondial Relay and enter your tracking number to view the delivery status of your order.

I have a customer account

You can track your order at any time in the "My account" > "My order" section.

You will find the status(es) and tracking number(s) of your current orders.

You can also visit the carrier's website: Colissimo or Mondial Relay and enter your tracking number to view the delivery status of your order.

Delivery times

Colissimo: Delivery within 5 to 6 business days.

Delivery methods

When you place an order on our website, we offer several delivery options:

Standard home delivery:

Your order will be shipped to the address provided at the time of purchase. Once it has been dispatched, you will receive a confidential code by SMS or email. This secure code is required to complete the delivery and ensures that the parcel is handed over to the intended recipient. If you are not available at the time of delivery, the parcel cannot be released without this code. Depending on the carrier, a second delivery attempt or delivery to a designated pick-up point may be arranged.

We offer standard home delivery with signature required to the following European countries through our website, in partnership with the respective local carriers:

Austria – DPD / Austria Post

Germany – DPD / Deutsche Post

Belgium – DPD

Spain – SEUR / Correos

Greece – Elta Post

Ireland – AN Post

Italy – BRT / Poste Italiane

Luxembourg – DPD / Post Luxembourg

Netherlands – DPD

In-store delivery(excluding corners, affiliates, outlets):

Choose to receive your order in-store for an exclusive experience. As soon as your parcel arrives, you will be notified by email. You will then have 14 days to collect it, upon presentation of your ID and order number. After this period, your order will be returned to stock and a refund will be issued within 3 to 4 business days to your original payment method.

Delivery fees

Delivery is free for all orders with no minimum purchase, whether to a boutique or to your home.

Once your order has been confirmed, it is unfortunately no longer possible to modify the delivery address.

We therefore invite you to carefully check your information before finalizing your purchase.

If you have chosen home delivery and made an error in your postal address, we invite you to contact our carrier directly once you have received the shipping confirmation email to request an address change.

Please note that an address modification is only possible via the carrier’s logistics platform and only if the parcel has not yet been handed over to the delivery driver.

Returns by mail

The refund will be issued to your original payment method within 14 business days of your order being received at the warehouse.

Returns in store

The refund will be issued to your original payment method within 14 business days of your order being received in store.

OUR RETURN POLICY

You have 14 days from the date of receipt of your order to return an item.

• Items must be new, unworn, with all accessories in their original packaging and with tags attached.
• Bags and leather goods must be returned with their dust bag.
• Returns must be made in the same country/region where the purchase was made.
• Returns by mail (via Mondial Relay) will be refunded within 14 business days from the receipt of your package at our warehouse.
• The return label is valid for 14 days only. After this period, the carrier will not accept your package.

RETURNING ONLINE

Any order can be returned within 14 days, provided the item is eligible (see our return conditions above). Follow these steps:

1. Log in to your customer account
2. Go to Orders, click Shipped, then View order
3. Click Request a return and select the item(s), quantity, and reason for return
4. Download your Mondial Relay label and the return form (must be placed inside the parcel for processing)
5. Drop off your parcel at a Mondial Relay point of your choice (see addresses and opening hours on the Mondial Relay website)

RETURNING IN STORE

The fastest and easiest way to return an item is to go to one of our The Kooples boutiques:

-To return in-store, go to the boutique of your choice (excluding Outlets & department store corners) with your order number and items. Find the nearest boutique by clicking here.

- Outlet & Last Chance items cannot be returned in-store.

-You will receive a refund within a maximum of 14 business days from the date of deposit of your order in-store.

RETURN FEES

-The first return is free, except for items in the Outlet/Web Exclusive/Last Chance selection.

-The second and subsequent returns within the same order are charged a flat fee of €7, automatically deducted from the refund of returned items.

-Outlet/Web Exclusive/Last Chance items are charged a flat fee of €7, automatically deducted from the refund of returned items.

WATCH RETURNS & REFUNDS

IN-STORE PURCHASE:

For watches purchased in-store, returns are accepted only at the following 20 boutiques:

-Paris: 93 Avenue des Champs Elysées, 75008 | 40 Boulevard Haussmann, 75009 | 19 Rue des Archives, 75004 | 44 Rue Etienne Marcel, 75002 | 57 Avenue des Ternes, 75017 | Les 4 Temps, Puteaux | La Vallée Village, Serris

-Lille: 17 Rue de la Grande Chaussée, 59000

-Lyon: 76 Rue du Président Edouard Herriot, 69002 | 17 Rue du Docteur Bouchut, 69002

-Bordeaux: 30 Rue Porte Dijeaux, 33000

-Toulouse: 1 Rue Saint Antoine du T, 31000

-Marseille: Centre Commercial Les Terrasses du Port, 13011 | 37 Rue Paradis, 13001

-Saint-Laurent-du-Var: Centre Commercial Cap 3000, 06700

-Aix-en-Provence: 52 Cours Mirabeau, 13100

-Nice: Aéroport de Nice, Terminal 2, 06200 | 16 Rue de la Liberté, 06000

-Cannes: 109 Rue d’Antibes, 06400

-Montpellier: 32 Rue de l’Argenterie, 34000

ONLINE PURCHASE:

For watches purchased on our website, returns are accepted only by post following the procedure described above.

You also have the option to exchange your items at any The Kooples store of your choice by bringing the item(s) you wish to return along with your receipt or order number. Exchanges cannot be made at a Corner or Outlet store.

1. You can exchange for an item of the same value, a higher value, or a lower value.
2. Outlet & Last Chance items cannot be returned in-store.
3. If you make an exchange and the remaining amount is less than the original value, a gift voucher will be issued for the difference.
4. This gift voucher will be valid for 6 months from the date of issue and can be used in any The Kooples store in the country where it was issued (excluding Corners and Outlet stores).

To make your holiday shopping easier, any order placed between November 14, 2025, and December 22, 2025, will benefit from an extended return period until January 6, 2026.

You can use the prepaid return label available in your customer account.

A fee of €7 applies and will be deducted from your refund starting from the second return.

How to pay in installments?

Our payment service partner, PayPal, offers a payment solution in 4 installments with no fees using debit cards (Visa, Mastercard, Maestro, Visa Electron). This solution applies to all our products, excluding personalized items, and is subject to a purchase amount between €30 and €2,000.

To take advantage of this offer, simply:

- Select PayPal as your payment method when paying for your order on our website.

- You will then be redirected to the PayPal website. At this point, you will need to select the PayPal installment payment option.

- Complete the required information via the form that appears to log in to your PayPal account.

- Accept PayPal's installment payment terms and conditions without reservation.

- Confirm your order.

You will then receive an order confirmation email from The Kooples as well as an email from PayPal confirming your acceptance of the installment payment plan.

Only the items actually shipped will determine the amount of the payments spread across the installments.

If the items are shipped in multiple packages, the payment amount will be recalculated with each shipment.

For more information on interest-free installment payments with PayPal, click here.

How to pay in installments without fees?

Our payment service partner Klarna offers a solution to pay in 3 interest-free installments by debit card (Visa, Mastercard, Maestro, Visa Electron), applicable to all our products except personalized items and provided that the purchase amount is between €35 and €3,000. E-cards and American Express cards are not accepted.

To use this option, simply:

• Select the Klarna payment method in multiple interest-free installments when paying for your order on our website.
• Complete the required information in the form that appears to identify yourself to your Klarna account.
• Accept Klarna’s general terms and conditions for installment payments without reservation.
• Confirm your order.

You will then receive an order confirmation email from The Kooples as well as an email from Klarna confirming the acceptance of installment payment. Only items that are actually shipped will determine the amount of each installment. If items are shipped in multiple packages, the installment amounts will be recalculated for each shipment.

For more information on interest-free installment payments with Klarna, click here.

Why didn’t the Klarna payment option appear?

This interest-free installment option is not systematically offered at checkout because it depends on algorithms that consider a number of factors, such as: the address provided, the order amount, your previous order history, and the product category (personalized items are excluded).

What are the conditions in case of cancellation or return?

• If we cancel your order: no charges will be made, and Klarna will cancel all scheduled future payments.
• If you choose to partially return your order: Klarna will adjust all future scheduled payments and refund any amount due if necessary.
• If you choose to return your entire order: Klarna will adjust all future scheduled payments and refund the amount due.

Refunds, if applicable, will be made to the credit card used for the order.

Any adjustments will be instantly visible in the Klarna app, and a confirmation email with the new schedule will be sent if needed.

Different payment methods are available on our website:

1. Visa / MasterCard / CB
2. American Express
3. Apple Pay
4. PayPal: You can benefit from a 4-installment interest-free payment option by selecting “PayPal” at checkout and either creating a PayPal account or logging into your existing account.
5. Klarna: You can benefit from a 3-installment interest-free payment option by selecting “Klarna – Pay in 3 installments” at checkout and either creating a Klarna account or logging into your existing account.

If you have a promotional code:

1.Go to the “View My Cart” section.

2.Enter your code in the “Coupon” field.

3.Click “Apply” to validate it.

If you have a store credit issued in a boutique, please note that it can only be used in one of our network stores (excluding department store corners and affiliated boutiques) and must be used in the country where it was issued.

IF YOU HAVE AN ACCOUNT

You can download an invoice from your customer account:

1. Go to "My account > Orders".
2. Select the order you wish to view by clicking "Order details".
3. Click on Invoice(s).

IF YOU DO NOT HAVE A CUSTOMER ACCOUNT

You have two options:

1. We invite you to create an account using the email address provided when placing your order,
2. or
3. We invite you to contact our Customer Service directly via the contact form.

Important: We do not offer tax-free purchases on our website thekooples.com. Tax-free purchases are only available for purchases made in one of our The Kooples stores.

CREATE AN ACCOUNT

To create an account on our website, simply follow these steps:

1. Click here.

2. Create your account by entering your email address.

3. You will receive an email with a code to enter on the website to validate your account creation.

LOG IN

To log in to your account, simply follow these steps:

1. Click here.

2. Enter your email address and password, then click Log In.

CHANGE YOUR PASSWORD

If you are logged in to your account:

1. Go directly to My Account > My Information

2. Click "Edit" and change your password.

If you are not logged in to your account:

1. Click here

2. Enter your email address

3. Click "Forgot your password?"

You will receive an email asking you to reset your password and then log in to your account.

Don't forget to check your spam folder, as our emails can sometimes be missed.

We invite you to go to your customer account, under "My Orders."

Please note that the order history for purchases made before 09/13/2022 is no longer available.

If you placed an order as a guest, we are unable to access your order history.

We invite you to log in to your personal account and go to the "My Communications" section.

There, you can easily subscribe or unsubscribe from our communications via Newsletter or SMS by checking or unchecking the appropriate box.

If you wish to unsubscribe from our newsletter, you can also do so directly from the email you received by clicking on "UNSUBSCRIBE" at the bottom of the email.

Log in to your customer account and go to the "My Account" section:

-To change your password: click on "Edit" and fill in the required fields.

-To update your personal information: click on "Edit" to modify your first name, last name, or date of birth.

-To update your addresses: click on "Edit" to modify your address book so that it is automatically pre-filled for your future purchases. If you encounter any -difficulties at this step, don’t worry: select an item in your cart and you will be able to enter a new address during the checkout process.

-To update your payment method: click on "Add a payment method" or "Edit" to add/remove a saved credit card or update your banking information.

If you wish to delete a PayPal billing agreement, you can do so directly from your personal PayPal account. Please note that any modification of the fields in your customer account will require password validation.

To delete your The Kooples account, we invite you to contact our advisors here.

They will be able to process your request to delete your account and/or personal data according to your instructions, within the legal timeframe of 30 days from your request.

However, data related to your invoices, products under warranty, or your exercise of rights cannot be deleted for legal or contractual reasons.

You can find all information about how your personal data is used by clicking here.

If your garment requires alterations, you can visit one of our stores (alterations are charged).

Despite all the care taken in preparing your order, it may exceptionally happen that an item presents a quality defect.

In this case, you are entitled to a free return:

-For an online purchase: you have 14 days from the date of receipt of your order.

Simply indicate the reason for the return related to the defective nature of the item during the return procedure, accessible from your customer account.

-For a purchase in a physical store: you have 30 days from the date of purchase to return your items free of charge to the The Kooples store of your choice.

Beyond this period, several options are available depending on the origin of your purchase:

Purchase made in-store

Go directly to the store for a quality inspection and to get advice on the solutions our sales team can offer you.

Purchase made on our website

We invite you to contact our advisors via the contact form, selecting the reason “Quality complaint” and providing the following information:

1. The reference of the model concerned or a photo of the internal label of the product
2. Photos of the issue encountered
3. A description of the quality problem
4. Your order number

To determine your ideal size, simply click on the "Find my size" button located on the right side of the product page for the item you wish to purchase. This guide will help you find the size that best fits your personal measurements.

Design of Our Pieces

Designed in Paris and carefully crafted by trusted partners around the world, our pieces reflect rigorous expertise. In an ethical approach that respects animal welfare, we have also chosen not to use real fur in their creation.

You can find these commitments mentioned on the product page online (thekooples.com) and on the label of your item.

Care Instructions

Care instructions are provided on the product pages on our website as well as on the labels of each item. We recommend following them carefully. If a label is missing, please contact our Customer Service, who will provide the necessary information.

Please note that any damage resulting from failure to follow these instructions cannot be considered a manufacturing defect and will not be eligible for any claim.

Watch Collection

Each watch is guaranteed against manufacturing defects for 24 months from the date of purchase. This warranty does not cover wear and tear or damage resulting from improper handling.

If you notice a manufacturing defect, please visit one of the 20 boutiques selling our watches; our sales advisors will forward your request to our supplier to provide a solution.

Our watches come with a battery, but if it needs to be replaced, and to ensure the watch remains water-resistant, it is necessary to have it replaced by a professional watchmaker.

If an item is out of stock on our website, you can enter your email by clicking on "Be notified when back in stock" to be informed as soon as the item is available again.

Attention: the email alert is sent only when the product is back in stock.

You also have the option to click on "Reserve in store" to check the availability of the product in nearby boutiques and reserve it without any purchase obligation.

If an item is out of stock on our website, you can enter your email address by clicking "Notify me of availability" to be informed as soon as the item is available again.

Please note: email alerts are only sent when the product is back in stock.

For any purchase made in one of our stores, items can be exchanged within 30 days upon presentation of the receipt.

PURCHASE IN A THE KOOPLES STORE

You can request a refund or exchange your items at any The Kooples store of your choice by presenting your receipt.

-Refunds are only possible for purchases made by credit card and will be issued to the card used for payment.

-For cash payments, only store credit can be issued.

-If the value of the purchased items is less than the value of the returned items, you can:

1. Receive a refund of the difference
2. Or receive store credit (valid only in stores, in the country of purchase, for 6 months).

PURCHASE IN A DEPARTMENT STORE CORNER

For any purchases made in department store corners, you can request a refund or exchange your items only in a department store corner, with your receipt.

For more details, please consult the department store’s Exchange and Refund Policy.

PURCHASE IN AN OUTLET STORE

You can request a refund or exchange your items at any The Kooples Outlet store of your choice by presenting your receipt.

To find the nearest outlet stores and corners, click here.

-Refunds are only possible for purchases made by credit card and will be issued to the card used for payment.

-For cash payments, only store credit can be issued.

-If the value of the purchased items is less than the value of the returned items, you can:

1. Receive a refund of the difference
2. Or receive store credit (valid only within the outlet store network, for 6 months).

PURCHASE IN AN AFFILIATED STORE

For any purchases made in an affiliated store, you can request a refund or exchange your items only at the store where the purchase was made, with your receipt.

For more details, please consult the affiliated store’s Exchange and Refund Policy.