Cancellation & Return Policy


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These policies do not supersede individual seller cancellation/return policies.  These policies are general and are only applicable if sellers do not specify their own rules.  If seller cancellation/return policies conflict with KoopoOnline policies, the seller policies will prevail as the standard except where specified otherwise.  Please read these policies carefully.

Cancellation Policy

  • For all products excluding Made-To-Order items, orders may be cancelled for a full refund at any time until the order is shipped.

    For Made-To-Order products:

    • Orders cancelled within 24 hours of payment confirmation are eligible for a full refund.
    • Orders cancelled after production begins may be cancelled, but you will be responsible for 50% of the product price.
    • Made-To-Order products that have already been shipped cannot be cancelled.

Return Policy

At KoopoOnline, returns are easy!  We strive to offer the best shopping experience, including fast and hassle-free returns.  Please contact the seller directly for any disputes.  Most sellers work with you buyers to quickly resolve issues, but if a solution isn’t reached, we can help.  Please see our Refund Policy for more details.

Where do I return the products?

With each product purchased there will be a return address label.  You may return the products to the address(es) as listed on the package and/or provided to you by the store/seller the product was purchased from.

The products are fine, but I changed my mind

Generally, unless stated otherwise in seller’s return policy, products with no quality-related issues can be returned within 5 days of receiving your order. You will be responsible for all shipping and processing fees. For customized wedding dresses a free lifetime alteration service is available; limited participating sellers.  All sellers reserve the right to amend this policy.

Any product that has been used does not qualify for a return. Returned items must be unused, with original tags and packaging.

Products with quality problems

Generally, unless stated otherwise in seller policy, the warranty period is 10 days.  If a defect arises and a valid claim is received by Customer Service within the warranty period, we can offer you an exchange, repair service, new components for replacement or your money back. Seller will be responsible for all shipping and processing fees for returns where there is a defect.  KoopoOnline does not guarantee products against material and workmanship defects.  Please see individual seller product guarantees/warranties policies.  Refunds for returns are generally not processes until returned product is received and verified by seller.

Free alterations policy for customized wedding dresses:

Some but not all of our sellers offer this service.  Please refer to individual seller policies.  For those sellers that due offer free alterations the following applies:

  • For custom size orders only; standard size orders are not included in this promotion.
  • If the received wedding dress was not made according to the customer’s specified measurements, free resizing and shipping to and fro are provided.
  • If you would like to have your dress altered after the wedding ceremony, free alterations are provided but the customer will be responsible for the shipping fees.
  • If the alterations are due to wrong sizing, free alterations are provided. Please note that free alterations do not include change of wedding dress style, adding a train, change of neckline and other embellishments; in addition, no sizing up alterations are available at this time.

Koopo Refund Policy

In extraordinary circumstances Koopo Online may intervene and issue refunds to customers directly.  If disputes between sellers and customers cannot be resolved to customer’s satisfaction, customers may contact Koopo Online site administrator and request a review of the case.

Koopo Online does not guarantee that disputes will be refunded.  This policy will be applied on a case by case basis.  Koopo Online reserves the right to deny refunds should after investigating we find that customer does not qualify for a refund.

In the event that Koopo Online has to intervene and issue refunds directly to customers,  Koopo Online shall be reimbursed by seller.  Please see Reimbursement Policy for more details.