FAQ

Q. What does KOOMZ mean?
A. The name 'Koomz' is an invented word that has no meaning in any official language.
Q. KOOMZ is derived from the word ‘Goonies’.
A. The Goonies’ is an American adventure comedy released in 1985. It is about a group of adventurous youngsters who left home to find an old treasure that they wish to use to protect their homes from being demolished by the rich families in town.
Q. What does the KOOMZ logo mean?
A. The KOOMZ logo - known as the ‘ripple effect’ – represents a drop in the ocean. Ripple effect is the continuing and spreading results of an event or action. In our logo, it represents the continuous influence KOOMZ wishes to have in the fashion industry through our outstanding collection of clothes.
Q. What does P.C.H mean?
A. P.C.H stands for Premium Cultural Heritage. Premium Cultural Heritage is an expression of the ways of living developed by a community and passed on from generation to generation. They include customs,traditions, practices, places, objects, artistic expressions and values.
Q. How did you come up with your Clothing Company idea?
A. The quality of a product is the primary concern of customers. We have noticed that most fashion labels don't look over the top to introduce unique products or to take their existing ones to the next level. This realization helped us to come up with the idea of creating a clothing brand that constantly improves itself.
Q. What are your goals?
A. Here are our long-term and short-term goals: - Increasing social following and engagement - Engaging and educating existing and potential customers - Collaborating with bloggers and other businesses. -Unloading old inventory -Testing new marketing and business ideas.
Q. How Can I Best Support You?
A. If you want to support us, here's how to: - Subscribe to our newsletter - Please consider making a donation to support our work. - You can be assured that no matter how large or small your donation is, every penny will go towards helping us achieve our goals.
Q. Which payment methods do you accept?
A. PayPal
You can pay for your order via PayPal.
In order to use PayPal, you must have an account or be willing to create an account with PayPal. Further information on how to make payments via PayPal can be found here.

Stripe
You can pay for your orders using your Visa, MasterCard or American Express through Stripe. You can also use any other kind of credit or debit card in our Big Cartel shop. Further information on how to make payments via Stripe can be found here.

Apple pay
You can pay for your order via Apple pay Here's how: After you have selected one or more items from our shop and placed them in the shopping cart, click on "Checkout". Follow the steps to enter your delivery/billing addresses and payment methods.
Q. Where can I enter my voucher code?
A. voucher or discount code can only be redeemed at checkout. If you have a voucher or discount code please enter it at check out.
Q. Can I change/cancel items from my order?
A. Unfortunately, you can not change/ cancel or add new items to already confirmed orders. We therefore ask you to return incorrectly ordered items and place a new order
Q. Can I change the personal data of my order?
A. Unfortunately, you can not change the personal data that has been sent to us after your order is confirmed.

Please double check all personal information before you place your order.
Q. Which countries do you ship to?
A. We currently ship to 130 countries around the world. Check the country’s list on the top right of our website to find out if we currently ship to your country.
Q. How much are the shipping costs?
A. Shipping costs differ based on where we are sending your order(s) to. You can find additional information in the table below.
Q. How long does it take for my order to arrive?
A. You will receive your order(s) 2-5 working days after you receive your shipping confirmation message. During sales and peak seasons, order(s) may arrive later.
Q. When will I receive my pre-ordered items?
A. Please note that normal delivery times do not apply to orders with pre-order items. When you place a pre-order, you receive a shipping date after your order is confirmed. If your order also includes non pre-order items, all your orders will be sent out at the same time.
Q. How can I track my shipment?
A. When your order is shipped from our warehouse, you will receive a shipping confirmation including your tracking number.If you do not receive this email, check your spam mailbox to confirm if it accidentally ended up there.If you can't find your shipping confirmation, please contact our customer service team here (add a hyperlink that leads to the contact page) so we can assist you.
Q. Do you deliver to PO Boxes?
A. Unfortunately, we are currently unable to ship to PO Boxes in any of the countries we ship to. We need an address in order to ship out orders (confirm if this is what you require).
Q. Is my shipment insured?
A. Insurance covers accidental damages and/or missing items during the shipping process. Because of the specifics of international shipping, damages and/or missing items during transit cannot be fully avoided or foreseen. If your order goes missing or arrives damaged, please contact our customer service team.
Q. What is your return policy?
A. You can return your online order to us within 30 days of delivery. We have included return labels in your package for this purpose. If you need new return labels please contact our customer service team here.

Although we accept returns, they are subject to terms and conditions.

We can only accept an item back if:

- they are in the same condition as when they left our warehouse ****
- all labels are still attached
- there are no visible signs of wear
- there are no makeup residue or perfume on the clothing
- they have not been washed

If any of the cases described above occurs, we will not accept the return and the item(s) will be sent back to you. For hygiene purposes, the following items cannot be returned:
- underwear
- swimming trunks
- face masks
Q. How can I return my order?
A. All our packages come with return forms and labels.
Items from the same order can be returned in one package.All our packages come with return forms and labels.
Items from the same order can be returned in one package.
If your order came without return labels or you lost them, please contact our customer service team here.
Follow these steps:
1. Place all items to be returned in their original packaging and place them back in the package box.
2. Fill out the return form and enclose it in the box.
3. Seal the package and stick on the return label.
4. Drop the package off at DHL for free.
5. Upon receipt of the return, you will be notified and any credit will be refunded in the same way you paid for the order.
Q. Where do I send my return to?
A. Shipping details are included in our packages, please use them. If you do not have the shipping label, our customer service team will be happy to send a new one.

Please note that postage paid packages will not be accepted. (please clarify what this means)?
Q. How long will it take to get a refund?
A. As soon as we have received the returned orders and checked it, the invoice amount will be credited to your account within the next 14 days.

If you have any questions about the return status, please contact our customer service team here
Q. Can I exchange my products?
A. If you want to exchange your order, simply return the unwanted items and place a new order online.

We currently do not offer a standardized exchange service but we hope to do so in the future.