help & support
Welcome to Koool SA FAQ & Support page! We’re here to ensure your shopping experience is smooth and enjoyable. Whether you have questions about our products, need assistance with an order, or want more information about our policies, we’ve got you covered.
General
What is EVA material?
EVA (Ethylene Vinyl Acetate) is a lightweight, flexible, and durable material that is also eco-friendly and recyclable. It’s perfect for kids’ bags because it withstands spills, stains, and rough play while being easy to clean.
How do I choose the right bag for my child?
Consider your child’s age, needs, and personal style. For younger kids, a smaller, lighter bag with easy-to-adjust straps might be best. For older kids, a larger bag with multiple compartments might be more suitable. Check out our Featured Collections for guidance!
How do I care for my Koool Bag?
Our bags are designed to be easy to maintain. Simply wipe the surface with a damp cloth to remove any dirt or spills. Avoid soaking or machine washing to ensure the longevity of the bag.
Can I return or exchange my bag?
Yes! We offer a hassle-free return and exchange policy. If you’re not completely satisfied with your purchase, you can return it within 7 of receipt. Please refer to our Returns & Exchanges page for more details.
How can I track my order?
Once your order has shipped, you’ll receive an email with a tracking number and link to monitor your package’s progress. You can also check the status of your order by logging into your account on our website.
Do you offer international shipping?
Currently, we offer shipping within South Africa. For international orders, please contact our customer service team to discuss options and potential shipping fees.
Contact Us
If you need further assistance or have specific questions, don’t hesitate to reach out:
-
Email:
-
Phone
Our friendly customer service team is here to help with any inquiries, concerns, or feedback you may have.