FAQ

You need to be a registered customer to shop at Kola Project. As a part of our circular offering, you can use the account to track your purchased products and enroll them in the The Reinvention Program when needed.

Signing up is easy, and your details will be saved in your account for future purchases. You can also use your account to create returns and submit used products to the Restore Program.

You can only modify or cancel your order before it reaches the final stages of preparation for dispatch. Please contact us to cancel an order that was already placed. We will try our best to cancel the order; however, we cannot guarantee customer service will review your request before the order ships as our in-stock products are shipped within one business day.

An item can be cancelled if it is on backorder. If you would like to cancel a backordered item, contact us with your order number and we’ll handle that for you.

Backorders are orders for items that are not in stock currently, but that are expected to be available for purchase at a later date. The estimated arrival date for the item will be displayed on the product page. If you submit a backorder, the item will be reserved for you and mailed out to you as soon as the shipment reaches our warehouse. You will not be billed for the item until it ships. We will send you an email when the item arrives as well as when the item ships out.

You can pay using the following payment methods:

The value of your order will be charged to your account once the order has been dispatched. Most banks register the amount at the moment of purchase and take the payment at a later date.

If you pay by PayPal or with a gift card, the amount will be charged at the time of purchase.

You can shop with peace of mind because we make great efforts to ensure the security of your purchases and your information.

After you place your order, you will receive emails about that order. Below are examples of the kinds of emails we might send:

Order Confirmation – This email confirms that we have received your order. It includes your order number. Please keep this email for your records.

Special note – When ordering a backorder item, your credit card is only charged when the item is shipped. When the item is available to ship, you will receive a separate shipment confirmation email. Please keep your order confirmation email for your records.

Shipment Confirmation – This email confirms that your order, or part of your order, has shipped. It includes a tracking number, except when shipped by UPS. You may receive multiple emails, depending on the items you selected, or if you ordered multiple items and they were shipped separately.

Return Confirmation and Credit – We will email you once your return has been received and processed.

Post Interaction Email – Fifteen days after your order transaction, you will receive this email, which invites you back to the website to leave feedback regarding the products you purchased. This information can be helpful to other customers and is welcomed by our design team.

Other. – There are a few other reasons you would receive an email, including difficulty processing your order, inability to ship to the address provided, issues with your credit card or cancellation of the order.

Next-Day – For orders placed before 14:00 (+24/48 hours on weekends and remote areas) – £7.99 / FREE for orders over £150.00

Standard Delivery – Within 1 – 2 business days before the end of the day – £4.99/ FREE over £100.00

Special home delivery for large volume with assembly – 9 – 10 working days – £14.99

Delivery to a UPS Collection Point – 1-3 working days – £1.99 / FREE for orders over £100.00.

Remember that to collect your order, you will need to show an ID document. If someone else collects the order for you, they will need to provide authorisation and a copy of the buyer’s identification document.

You can find the location and details of all available UPS collection points here.

*Please, bear in mind delivery times are estimated.
You will receive email and text message updates on the status of your order and delivery.

In-Stock Items
Most orders for items currently in stock begin the order process as soon as your online purchase is completed. Your in-stock item will be shipped once the item is located in stock, your payment is approved and the receiving addresses are verified. You will not be charged for any item until it is shipped to you.

Back-Ordered or Pre-Ordered Items
Backordered or preordered items are items that are not yet in stock, but available for advanced purchase on our site. Such an item will be processed for shipment once it is in stock. You will be notified of the status of your back-ordered item via email. You will not be charged for any item until it is shipped to you.

Tracking numbers are applied to orders once they are processed for pick-up by the shipping carrier. They are included in your shipping status email. However, it may take additional time before the package is checked into the carrier’s tracking system. That means even though your package has already shipped from our warehouse and is on its way to you, the carrier may not be able to provide any information about your package.

Currently, Kola Project is only available in the UK. Our stores follow a decentralized supply chain which is important for the circular shopping experience. International shipping can disrupt this process. However, the good news is we plan to expand to the rest of Europe soon.

If you have concerns regarding the whereabouts of your order, the first thing to do is consult our delivery guidelines (detailed above).

If the estimated arrival date, based on the above guidelines, has elapsed, then depending on your chosen delivery method, we advise the following course of action: use UPS’ online tracking facility to ascertain the location of your parcel. If there’s a problem with delivery, it will be clearly stated on the site.

If, however, you’re still unable to locate your goods, please contact us making sure to state your unique order number clearly and we will help you locate the package or explore other options.

We want all of our orders to reach their destinations in perfect condition. If your order arrives damaged, please email photographs as soon as possible – including details of any leaks, breakages or signs that the outer parcel has been tampered with. Please retain the product and packaging until the issue has been resolved.

Please send relevant images to help@kolaproject.com so we can arrange prompt dispatch of a duplicate item if necessary.

Our warehouse team are incredibly conscientious but occasionally mistakes do happen. If an item is missing (and you weren’t made aware of a stock shortage) or you’ve received something other than what you were expecting, please contact us with any issues as soon as possible; attaching photographs if relevant.

For missing items, we will verify with the warehouse and arrange dispatch of the relevant product as quickly as we possibly can.

If we’ve sent you a product in error, we ask that you contact us with a photograph showing what you’ve received (if possible) so we can make the appropriate arrangements.

If you’re not absolutely delighted with a Kola Project purchase, we make it easy for you to return it for free (no additional postage or insurance required). Go to our Returns Centre and submit a returns request. Returns request will generate a UPS return label which you can attach to the package to return it to us.

We accept unused products with the receipt and original tags attached within 30 days of purchase. Refunds will be issued in the same tender as the purchase. Please note, processing of online returns may take up to five business days. Depending on your credit card company, the credit should appear on your statement within two billing cycles.

For merchandise returned 30 days after the invoice date, a credit will be issued in the form of a Kola Points as a part of the Restore Program.

To reduce waste, we do not include return labels by default. Please use the Returns Centre to request a return label. You can print it at home, or we can mail it to you (please send us a message to request a return label via mail) . Attach the return label to your package and drop it off anywhere the UPS mail picks up. You can find the location and details of all available UPS collection points here.

You can also arrange a UPS collection by contacting us.  For your records, please record the UPS tracking number found on your shipping label. This number will allow you to track the progress of your return within the UPS network.

Returns Centre is accessible here.

If you opt not to use our pre-paid shipping label to return your product within the 30-day return window, please send it to:

Kola Project
36 Royal Crescent Mews
London W11 4SY

Please be sure to include a note with your full name, order number, and indicate if you would like store credit or a refund.

*Please note that if the return is not made using one of our labels, we do not assume responsibility if it is lost in transit. Please use a trackable and insured shipping method.

Please contact us. Unfortunately, normal wear and tear would not warrant a free replacement or a full refund but if it is deemed a manufacturing defect or unreasonable damage, we will provide you with a solution.

Any items damaged due to normal wear and tear will be a part of our Restore Program.

We will make every effort to accommodate an exchange request. However, our ability to process is based on product availability, which is not always guaranteed. An exchange is processed like a return and reissued as a new order. You’ll receive a credit for the items you’re sending back and a separate charge for the exchange order placed.

Price Adjustments – We are pleased to offer our customers a one-time price adjustment on the first markdown of full-price merchandise within 14 days of the original order dates.

To log in to your Account, click on the Log In link found in the upper right corner of the website. Enter your email address and password on the left side, and you will be taken to the My Account page. To sign out of your account click on the “Sign Out” link in the My Account dropdown. If you are a new customer and would like to create an account, click here.

Click here to be directed to our “Log In” page and select the “Forgot Your Password” link which will take you to the reset password page, where you can simply enter your email address in the space provided and click the “Submit” button. You will receive an email with a link to reset your password.

Creating an account on Kola Project is easy. Simply, click the “Log In” dropdown and select the “Register” link in the upper right corner of the website, or when you place an order, you will be prompted to create an account with your name, email address and password. Alternatively, you can use social authentication to create an account using your google and facebook data.

An account offers you a safe, easy and fast way to order. It also serves as a way to track your order and receive emails about your order. Accounts are also important for the Restore Program as they help you track and reimburse your Kola Points for cash discounts.

It is easy to change your account information online, at any time. Simply click Log In to access your account and edit your personal information.

Kola Points are our free rewards points that are offered for your restored products. Kola Points accumulate and never expire. You can redeem them for your future purchases.

Whenever you send us an item back via the Restore Program you get Kola Points equal to the item’s buyback value.

£1 = 100 Kola Points so if your items buyback value is £60.50 you’ll get 6050 Kola Points. We may offer bonus points events from time to time and in that circumstance the bonus points offer would apply. Separate terms and conditions will apply to each bonus points offer.

Once you have logged into your online Kola Project account, you will be able to access all the available Kola Points on your profile. During the checkout process, any available Kola Points will be visible for you to apply to your order. You can use Kola Points to fully or partially cover your order.

If an item from your order purchased with Kola Points gets cancelled or returned, the used Kola Points will be reimbursed back to your account to be used on a future order.

Not at the moment. We are planning on implementing this feature in the future.

We’d love to hear what you think. Send us a message.

For technical problems with the website, questions about your online order, inquire about products or for customer service questions not addressed here, contact us at help@kolaproject.com