Buy now, pay later with Klarna & ClearPay
Last updated: 30 May 2026
At Kora Strand, every piece is made with care, intention, and attention to detail. We want you to love what you receive. If something is not right, we are here to help and will always aim to find a fair resolution.
This policy should be read alongside our Terms of Service and Shipping Policy.
1. Our Commitment
We take quality seriously at every stage — from material selection through to final inspection before dispatch. If your order does not meet the standard you expect, please reach out to us at returns@korastrand.com and we will do our best to make it right.
2. Cancellations
We understand that circumstances change. If you need to cancel your order, please contact us at returns@korastrand.com as soon as possible with your order number.
Cancellations requested within 24 hours of placing your order will be accepted in full and refunded to your original payment method, provided production has not yet commenced. We will always confirm whether cancellation is still possible when you contact us.
After this window, we are unfortunately unable to accept cancellation requests, as your order will already be in production.
3. Returns and Refunds
For items that are eligible for return, you may request a return within 28 days of receiving your order. To qualify, the item must:
- Be unused, unworn, and unaltered in any way
- Have not been washed, heat-styled, cut, or had any product applied
- Be returned in its original condition with all original packaging, tags, and hygiene seal intact
Once your return is received and inspected, any approved refund will be issued to your original payment method within 5–10 business days, covering the cost of the item only. Original and return shipping costs are not refunded.
Returns that arrive showing signs of wear, installation, alteration, or damage will not be accepted and will be returned to you at your cost.
4. How to Request a Return
To initiate a return, contact us at returns@korastrand.com with your order number and the item or items you wish to return. Please do not send anything back without written authorisation from us first — unauthorised returns may not be accepted.
Once approved, we will provide full return instructions. We strongly recommend using a tracked and insured service, as we cannot accept responsibility for items lost or damaged on their way back to us. Return shipping costs are the responsibility of the customer.
For international customers including those in the US, please contact us before sending your return. International returns require specific customs documentation, and we will provide the correct guidance once your return is authorised to ensure there are no delays at customs.
5. Faulty or Incorrectly Fulfilled Orders
If your order arrives damaged, faulty, or does not match what you ordered, please contact us within 7 business days of delivery at returns@korastrand.com with your order number and clear photographs or video showing the issue.
Where a fault or fulfilment error is confirmed, we will offer a repair, replacement, or refund in accordance with your statutory rights. We aim to confirm the appropriate resolution within 5 business days of receiving your report and to action it within 10 business days thereafter.
6. Bespoke and Made-to-Order Items
Kora Strand products are largely created to order — made specifically for you to your chosen length, texture, density, lace type, and shade. Because each piece is produced individually to your specifications, bespoke and made-to-order items are not eligible for return or exchange once production has commenced, except where the item arrives faulty or incorrectly fulfilled, in which case Section 5 applies in full.
We are transparent about the made-to-order nature of our products at the product page and checkout stage, and we encourage you to review your selections carefully before confirming your order. If you have any questions about a product before purchasing, our team is happy to help at returns@korastrand.com.
Your statutory rights are not affected by this.
7. Exchanges
For eligible items, we are happy to consider an exchange for a different length, shade, or texture where stock allows. Please contact returns@korastrand.com before returning your item to discuss availability. Exchanges are subject to the same condition requirements as returns in Section 3.
8. Partial Returns
If your order contains multiple items, you are welcome to return individual eligible items without returning the full order. Refunds will be issued for approved items only, assessed individually against the conditions in Section 3.
9. Natural Characteristics of Hair Products
Our hair products are handcrafted and naturally individual. Subtle variations in texture, curl pattern, density, or colour tone are inherent to the nature of hair and are considered part of the product's character rather than defects. Colour appearance may also vary slightly depending on lighting conditions or screen settings.
We take care to represent our products accurately, and we encourage you to reach out before purchasing if you have any questions about a specific texture, shade, or finish.
10. Care and Styling
Once delivered, responsibility for appropriate care and handling rests with the customer. We are unable to accept responsibility for issues arising from improper care, heat damage, chemical treatments, cutting, or services carried out by third parties including salons or stylists.
11. Buy Now, Pay Later Orders
Where an order is placed using Klarna, Clearpay, PayPal Pay Later, or a similar service, this Returns & Refunds Policy applies in full and does not alter your payment obligations to the provider.
If a refund is approved, it will be issued back to the BNPL provider rather than directly to you. Your instalment plan will be adjusted or cancelled by the provider accordingly. We recommend contacting your provider directly to confirm how the refund will be reflected on your account.
12. Gift Orders
If you received a Kora Strand item as a gift and would like to discuss a return, please get in touch at returns@korastrand.com. Standard eligibility conditions apply and we may require proof of purchase from the original order. We will always do our best to find a helpful solution.
13. Statutory Rights
Nothing in this policy affects your statutory rights. UK customers retain full rights under the Consumer Rights Act 2015 in relation to faulty or misdescribed goods. US customers may have additional rights under applicable federal or state consumer protection laws. If you are unsure of your rights, we encourage you to seek independent advice.
14. Contact Us
For all returns, refund requests, cancellations, or order queries, please contact us at:
returns@korastrand.com
Konaya Group Limited
Swan Building, 20 Swan Street
Manchester, England, M4 5JW