Items purchased from the Neus Moya discounted collection are eligible only for size exchanges or store credit returns. Refunds to the original payment method will not be accepted for these items.
We know that getting the right size can be a challenge, so we’ve created a Size Guide to make it easier for you. This way, we can help reduce unnecessary shipping and emissions.
You have 14 calendar days from the date of delivery to request an exchange or return..
SIZE EXCHANGE
We know choosing the right size can be tricky, especially when trying KOOPS for the first time. 🧡 Your first size exchange is free within mainland Spain and Balearic Island.
For other regions or additional exchanges, the following shipping fees apply:
| Country | Return Shipping Cost (€) |
|---|---|
| Mainland Spain and Balearic Islands | 5 € |
| Germany, France, Portugal, Italy and Netherlands | 7 € |
How does it work?
- Go to our Exchange Portal with your email and order number (5 digits).
- Pack the original box securely (do not attach any labels directly to it).
- Drop it off at a nearby pick-up point.
- We’ll ship the new pair as soon as you drop off the return—no need to wait for it to reach us.
RETURNS
If you'd rather return your order, you can do it easily through our Returns Portal.
The return cost will be deducted from your refund:
| Country | Return Shipping Cost (€) |
|---|---|
| Mainland Spain and Balearic Islands | 5 € |
|
Germany, France, Portugal, Italy, Netherlands, Belgium, Poland, Luxemburg, Prague, Austria, Hungary, Denmark, Ireland and UK |
10 € |
|
Sweden, Slovenia, Finland, Greece, Norway and Switzerland |
20€ |
| US | 22€ |
Canary Islands, Ceuta and Melilla customers: Should use independant currier. Please note you must also cover customs return fees to ensure the package is received at our warehouse and your refund is approved.
Portugal excludes Madeira and Azores.
⛔ Original shipping costs are non-refundable.
How does it work?
- Go to our Exchange Portal with your email and order number (5 digits).
- Pack the original box securely (do not attach any labels directly to it).
- Drop it off at a nearby pick-up point.
INSTANT REFUNDS
Thanks to Reveni, you can now opt for an Instant Refund, without waiting for your return to reach our warehouse.
How do you know if you’re eligible?
When you start your return through our portal, the system will let you know automatically if this option is available.
If it is, you'll get your money back immediately.
PRODUCT CONDITION
We accept returns and exchanges for items that:
-
Are unused,
-
In original condition,
-
Returned in the original box, properly packed (do not use the shoebox as shipping packaging).
DEFECTIVE ITEMS
If your order arrives with a defect, please contact us at hola@koopsbrand.com with photos and your order number.
Once reviewed, we will repair, replace, or refund your product if stock is unavailable.
ORDER CANCELLATIONS
KOOPS reserves the right to cancel any order where a clear pricing error has occurred due to a technical issue.
NEED HELP?
We’re always here to help.
Just email us at hola@koopsbrand.com and we’ll be happy to assist you.