FAQ

HOW TO SHOP & PLACE AN ORDER

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

You only need an email address to process an order. We recommend to register at Koike Barcelona to have access to new collections and make your orders more agile.

I HAVE FORGOTTEN MY PASSWORD: WHAT SHOULD I DO?

Simply follow the 'Forgot your password?’ link on our Sign In page and enter your email address. You’ll then receive an email to reset your password.

HOW DO I PLACE AN ORDER ON YOUR SITE?

To place an order in Koike Barcelona is very easy: 1. Select the size of your item and click on "Add to Cart". Once you have finished adding items, go to "My Cart" and proceed with the processing of your order by selecting the "PAY" button. 2. Log in to your account, if you have not already done so. If you do not have an account at Koike Barcelona, just enter your email address to continue. 3. Enter your address and payment information and select a shipping method to complete your order. Once your order is confirmed, it will be carefully prepared and shipped to you. We will make sure to keep you informed at every step of the process.

WHERE CAN I FIND SIZE ADVICE?

Within each product card, you will find a button "Find your Size" a simulator that will help you find your ideal size, based on personal parameters such as height and weight. You can also access the simulator through the "Size guide" page.

I HAVE NOT RECEIVED THE ORDER CONFIRMATION MAIL. IS MY ORDER PROCESSED?

If you have not received the confirmation email, but on the website you have viewed the message with your order confirmation number and you have been charged the corresponding payment, you can be sure that it has been processed successfully. The reason you have not received the mail may be because the email address may contain an error, that the email has entered by mistake in the spam folder or that there has been a computer problem on our part with the sending of the mail confirmation. You will receive your order without any problem. If the payment has not been made correctly you can contact us through contact@koikebarcelona.com and we will personally confirm the status of your order.

HOW SHOULD I TAKE CARE OF MY SHIRTS?

The washing instructions are detailed both in the description of each product on the website and in the labels located on the inner side of each shirt. It is recommended to wash the shirts at 30º separately. Also, for better conservation it is recommended not to abuse the dryer.

I HAVE HAD TECHNICAL PROBLEMS WITH MY CART OR WITH THE PAYMENT PROCESS

If you have had technical problems during your purchase, contact our Customer Service Department, writing an email: contact@koikebarcelona.com

PRICING & PAYMENT

WHICH CURRENCIES CAN I SHOP IN?

The currency with which you make a purchase is determined by the shipping destination and will be shown in the order processing before completing your purchase. If your local currency is not available, your order will be charged in euros (EUR) for a competitive exchange rate.

WHEN WILL MY CARD BE CHARGED?

Your credit card will be charged once the order has been processed and once the authorization from your bank has been received. Koike Barcelona reserves the right to ask for any additional identification. If necessary, we will contact you by email or telephone.

WHICH PAYMENT METHODS ACCEPTS KOIKE BARCELONA?

Orders placed at Koike Barcelona can be paid by Credit Card, PayPal or Bank Transfer. For more information, see our Payment Policy.

ARE YOU GOING TO HAVE MY SIZE AGAIN?

We guarantee that all your personal data will remain private and confidential, and that we will never deliver your information without your prior authorization. For more details, please read our Privacy Policy.

PRODUCT AVAILABILITY

ARE YOU GOING TO HAVE MY SIZE AGAIN?

When an item is marked as sold out, we can not guarantee that we will receive more stock for that particular item. Check our website from time to time to see if the product is available again. You also have the possibility to contact our customer service team by writing an email to contact@koikebarcelona.com, to make your inquiry.

SHIPPING, TAXES & DUTIES

HOW MUCH WILL I BE CHARGED FOR SHIPPING?

Shipping Costs to Spain are: FREE Shipping costs to other countries: • Europe I: € 10 • Rest of Europe, North Africa and Middle East: € 25 • USA and Canada: € 25 • LATAM: € 30 • Asia and the Pacific: € 30 • ROW (rest of the world): € 40

WHEN WILL I RECEIVE MY ITEM AND HOW CAN I TRACK DELIVERY?

Once your order details are confirmed, your item will be carefully prepared and shipped. Delivery usually takes between 1 and 3 days, depending on your destination. We will keep you updated with information about the shipment and its estimated delivery date. For more information consult our Shipping and Returns Policy.

WILL I NEED TO PAY TAXES AND DUTIES?

Koike Barcelona ships to all destinations with Delivered Duty Paid (DDP). This means that all taxes and charges are included in the final purchase price when you process an order, and that there will be no additional costs after delivery.

RETURNS & REFUNDS

WHAT IS YOUR RETURNS POLICY?

If for any reason the customer is not satisfied with the purchase, unused items may be returned. It is possible to make a change or request a refund within 14 days from the date of receipt of the merchandise. Costs of the returns for the customer: • Peninsula, Ceuta, Melilla and Balearic Islands: € 5 • Europe I: € 10 • Rest of Europe, North Africa and Middle East: € 25 • USA and Canada: € 25 • LATAM: € 30 • Asia and the Pacific: € 30 • ROW (rest of the world): 40 € For more information consult our Shipping and Returns Policy.

HOW DO I PACKAGE MY ITEM FOR RETURN?

Items must be returned in perfect condition, with the original box of Koike Barcelona and with the same content, labels and packaging with which it was sent; as well as the shirts properly folded. If this is not done by the consumer, Koike Barcelona reserves the right to refuse the return.

WHEN WILL I RECEIVE MY REFUND?

The refund will be made when the returned products have been reviewed and accepted by Koike Barcelona. For purchases made with a credit card, the amount refunded will be available in the customer's account in approximately 28 days, or, in any case, on the next statement. The time required to process the refund may vary depending on the bank that issued the credit card. Purchases made through Paypal or by bank transfer will be refunded in the original account with which the payment has been made. For more information consult our Shipping and Returns Policy.

WILL SHIPPING & DUTIES BE REFUNDED ON RETURN?

The original shipping cost will not be included in your refund.

WHAT HAPPENS IF ANY ITEM OF MY ORDER IS DAMAGED?

In the event that, exceptionally, you have received a defective item, please contact our customer service department at the e-mail address contact@koikebarcelona.com or by calling +34 93 268 17 44, and we will solve the problem as soon as possible.

OTHERS

IS IT POSSIBLE TO RECEIVE PERIODIC INFORMATION ON MY EMAIL WITH THE LAST KOIKE BARCELONA DEVELOPMENTS AND OFFERS?

Yes. Simply by subscribing through our website to the Newsletter you will receive information about the latest news, events and promotions online.