Welcome to the KooGa Help Area - designed to provide you easy access to the relevant information on the most common quieries:
- I'm having problems using this site?
- Is it safe to order online?
- When will I my card be charged?
- Can I change or add items to my order?
- You've sent me the wrong items
- Can you give me any more information on a product?
- I've found the product I want but can't select my size
- Are the pictures shown on the site an accurate representation of the actual product?
- I cannot find the product I'm looking for. Does this mean you don't stock the item?
- Do you have a size chart?
- How do I return a product?
1. I'm having problems using this site?
If you're having difficulties with this site, check here first for answers to common questions.
*You are unable to login – Have you entered your details correctly?
Check your customer code using a previous invoice/advice note.
Check your user name, is it the one you chose for this site.
Check your password, this was sent to you by e-mail.
Please remember these fields are case sensitive.
*You are unable to find a product
Use key words, from the description of the item, in the product search
box. Try different ones if the product is not found.
Use the product code, if you have it, in the product search box.
Alternatively use the navigation on the left to search through the categories.
*Not sure how to buy
Search for your product and click on ‘buy’ – this takes you to a screen
where your basket is created.
Or click on the basket symbol, found at the top right of the page, this will
give you a fast order entry facility to enter the product code and quantity,
your basket will be created below.
If you cannot see your basket scroll down the page.
*Need to change your details
Click on ‘user profile’, found at the top right of the secure site home page.
You can change any of the details shown here.
If changing any details for a ‘one off’ order ensure you change them back
before the next order.
2. Is it safe to order online?
Yes. When you input your name, address or credit/debit card details on to the web site, the information is protected by the use of Secure Socket Layer (SSL) technology. This encrypts your details and ensures that the information you submit can not be read in the unlikely event it is intercepted. If you are unsure as to when the SSL security is being applied, check that there is a Padlock icon or Key icon in the grey bar at the base of the page you are reading.
3. When will I my card be charged?
If your order is confirmed, we will only debit your card when the order is being despatched. If we have been unable to get payment we'll email you to let you know and your order will be held. Please remember that some card issuers may reserve the money before we have taken payment or even if your card hasn't be authorised
4. Can I change or add items to my order?
Unfortunately, once the order has been placed we can't change it before despatch. Sorry.
5. You've sent me the wrong items
We're only human and occasionally mistakes can happen. If it's happened to you we're very sorry and we'll do our best to get the right items to you as soon as possible. Get in touch with our Customer Service team and let us know and the matter will be resolved straight away.
6. Can you give me any more information on a product?
We try to give as much information as possible about all our styles in the product information including the colour, materials and of course plenty of clear images, which you can zoom in on to get a closer look at the details. If you do need any more info send an email to our Customer Service team and we'll do our best to help you out.
7. I've found the product I want but can't select my size
This usually means we are out of stock in that size. We do re-stock some of our lines however so it may be worth dropping an email to our Customer Service team, quoting the product code and we'll let you know if the item will be available again. It's worth noting that products which have been reduced in Sale are very unlikely to be restocked.
8. Are the pictures shown on the site an accurate representation of the actual product?
We make a huge effort during the photography process to ensure the images you see online are as close to the real thing as possible. It's worth noting that all monitors have different colour settings so use the zoom functionality to get a close up view of the items and check the product description for information on the colourway..
9. I cannot find the product I'm looking for. Does this mean you don't stock the item?
Possibly, or it may mean we're temporarily out of stock. Send our Customer Service team an email with as much information about the product as possible and we'll let you know if we stock the item and if it will be available again.
10. Do you have a size chart?
Yes and you can see it in the useful links below.
11. How do I return a product?
Firstly please be aware we can only deal with products bought directly from us. If you haven�t, the retailer should always be your first port of call, it is with the retailer that your contract of sale stands. Please note that retailers are totally independent from us and as such we are not able to interfere with their returns procedures. If you purchased the item from us you would have received a returns form enclosed. Fully complete this and follow the instructions. If you no longer have the form, please contact us and we will email you one.