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LEATHER GOODS
LOYALTY & REFERRALS
GIFT CARDFAQ
Find here the answers to the most frequently asked questions about your orders, deliveries, returns, and personal information.
ORDERING ON THE WEBSITE
01. Create your account using your email address and a password (or order as a guest).
02. Select the desired size and color, then add the item to your cart.
03. Once your selection is complete, validate your cart.
04. Enter your shipping address and choose your delivery method (Colissimo or Chronopost).
05. Accept the General Terms and Conditions of Sale and confirm your details.
06. Proceed to payment to finalize your order.
When placing an order, you can choose between:
• Customer account: Create a personal account with your email and password. You’ll have access to your order history, invoices, tracking information, and a dedicated interface to manage returns or exchanges online. This is the most convenient option for easy order management.
• Guest account: You can order without creating an account. All order and tracking information will be sent via email. You won’t have access to a personal account area — returns, exchanges, or invoice requests must be made by contacting Customer Service directly at [email protected].
Payment can be made using several methods:
• Credit card (Visa, Mastercard, Maestro, Carte Bleue) via the secure Payplug payment system
• American Express (AMEX)
• Apple Pay
• PayPal
• Alma (payment in 2 or 3 installments)
A confirmation email is automatically sent once your order has been validated. If you don’t receive it within a few minutes, please check your spam folder.
You can also view the “My orders” section of your account to ensure the status shows “Payment accepted.”
Once confirmed, an order cannot be modified or canceled. However, you may request a return within 14 days after receiving your package.
Our “What is my size?” tool, available on each product page, helps you select the perfect size based on your body type.
If you’re unsure, don’t hesitate to contact our Customer Service — Luna will be happy to assist you by email at [email protected] or by phone at +33 4 95 76 88 11.
If a product is sold out, you can subscribe to the restock alert directly on the product page. You’ll receive an email as soon as it becomes available again.
Please note that we cannot provide a precise restock date — this depends on returns and occasional replenishments.
The e-gift card is valid only on our website karmakoma.fr and cannot be used in stores. It is valid for 1 year from the date of issue.
The selected amount is credited as a voucher. To use it, simply enter the voucher code in your cart under “Have a promo code?”.
SHIPPING & TRACKING
Processing time: Orders are shipped within 24 business hours. During periods of high demand (such as promotional operations), the preparation time may be extended up to 72 business hours. Orders placed from Friday to Sunday are processed starting the following Monday.
With Colissimo (La Poste) – Standard Delivery
Metropolitan France (including Monaco & Andorra):
• Free Colissimo delivery for orders over €110.00
• Delivery time: Within 3 business days after shipment
• Rates:
- Pickup point, post office & Pickup Station locker: €4.00
- Home delivery with proof of delivery: €6.00
Europe:
• Delivery time: Within 5 business days after shipment
• Rates: €11.50 to €16.50
Overseas & International:
• Delivery time: Within 10 business days after shipment
• Rates:
- Overseas territories: €26.00 to €43.00
- International: €14.50 to €45.00
With Chronopost – Express Delivery
Metropolitan France (including Monaco & Andorra):
• Delivery time: Next day before 1 p.m. after dispatch
• Rates:
- Pickup point: €6.00
- Home delivery before 1 p.m.: €8.00
Europe & International:
• Delivery time: Within 3 to 5 business days for Europe, 4 to 6 business days for Overseas Territories and the rest of the world.
• Rates:
- Home delivery in Europe: €12.00 to €15.00
- Overseas & Worldwide: €16.00 to €31.00
Shipping responsibility & customs: A tracking number is provided once your order has been dispatched. From that moment, Karma Koma is no longer responsible for delivery issues. In case of non-receipt, please contact Colissimo or Chronopost, depending on your chosen method. Custom duties may apply for shipments to Europe or internationally; these are the recipient’s responsibility.
Receiving your package: Do not accept damaged parcels (packages showing visible signs of opening or deterioration). If left in your mailbox or accepted by a concierge without comment, it is considered “Accepted as is”. No claim or compensation can be issued for unreported damage.
Delivery delays: The delivery times above are estimates. For complaints related to delays, please contact Colissimo or Chronopost directly.
Any delays caused by customs clearance are beyond our control.
Please note: We do not deliver to Réunion Island. To find our retailers, please visit the “Where to find us?” section.
If you have a customer account:
01. Log in to your Karma Koma account.
02. Go to the “My orders” section.
03. Select the relevant order.
04. Your tracking number and delivery status will be displayed.
Tracking information is also included in your shipping confirmation email.
If you ordered as a guest, you’ll receive a tracking link by email once your order ships.
If tracking hasn’t updated for more than 72 hours, please contact us so we can follow up with the carrier.
If your parcel has been returned to us, please contact our Customer Service. We’ll arrange a reshipment or find the most suitable solution for your situation.
RETURNS, EXCHANGES & REFUNDS
You have 14 days from receipt of your order to return your items for an exchange, refund, or store credit. Items must be returned in their original condition and packaging, with tags attached, and accompanied by the delivery slip included with your order.
If you have a customer account:
01. Log in to your Karma Koma account.
02. Go to the “Return” section.
03. Indicate whether you’d like an exchange, refund, or voucher.
04. Add a comment if you wish.
05. You’ll receive a confirmation email with return instructions.
If you ordered as a guest:
Please email [email protected] specifying:
• Your order reference
• The item(s) you wish to return (model, color, size)
• Your preference: refund, exchange (mention size/color), or voucher
We’ll then confirm the next steps and, if applicable, send you the return label.
Return fees:
• Metropolitan France: Returns for exchange or voucher are free. Returns for refund are at your expense.
• Europe & International: All return costs are at the customer’s expense, regardless of the reason.
If you receive a faulty item, please submit a return request selecting the reason “Defective item (material, stain, etc.)”. In this case, return costs are fully covered by Karma Koma.
Our Customer Service will then offer a personalized solution depending on your situation.
Online purchases cannot be exchanged in-store.
Likewise, items bought in-store can only be exchanged at the same location.
Refunds are processed within 30 days from the date your return is received at our warehouse.
The amount will be credited to the original payment method used for your order.
MY ACCOUNT & PERSONAL INFORMATION
You can reset it directly from the login page. If you don’t receive the email, check your spam folder.
Once logged in, you can also change your password from the “Information” section of your account.
Yes, you can update your email address directly in your account under “Information.”
Alternatively, our Customer Service can do it for you — contact us by email at [email protected] or by phone at +33 4 95 76 88 11.
Yes, you may request account deletion at any time by contacting our Customer Service via email ([email protected]) or phone (+33 4 95 76 88 11) and providing the email address linked to your Karma Koma account.
Log in to your Karma Koma account and go to the “My orders” section. You can download the invoice (PDF) for any order.
If you ordered as a guest, please contact our Customer Service to receive your invoice.
LOYALTY PROGRAMME
La Bande Karma is our loyalty programme. With every purchase and through selected missions, you earn points that can be redeemed for rewards, exclusive perks, and thoughtful benefits reserved for our members.
Simply create a customer account or sign in to your existing Karma Koma account. Membership is completely free.
Yes. If you already have a Karma Koma customer account, you are automatically enrolled in La Bande Karma. Simply log in to your account to access your loyalty dashboard and start earning points.
Yes. To enjoy all the benefits of the programme, you must be logged into your customer account when placing your order. Orders placed as a guest cannot be linked to your loyalty account and therefore do not earn points.
You earn points with every order placed on our online boutique, as well as through various missions offered throughout the year.
€1 spent = 1 point earned.
Points earned from purchases are validated 30 days after your order has been shipped, allowing time for any returns. Some missions are validated immediately, while others may require additional processing time.
Your points are automatically credited once your order has been validated. If you placed your order without being logged into your customer account, it cannot be linked to your loyalty account and no points can be awarded.
Purchase points are validated 30 days after shipment to account for possible returns. If your order is refunded, the corresponding points will either not be credited or will be automatically deducted from your balance.
You can exchange your points for a selection of rewards directly from your loyalty dashboard. Once you've selected a reward, you'll receive a unique code to use on your next order.
Yes. You may use several rewards on a single order, provided that the reward codes are compatible with one another and with any current promotions. The conditions for each reward are specified in your loyalty dashboard.
Some rewards can be combined with ongoing promotions, while others cannot. The applicable conditions are detailed for each reward in your loyalty dashboard.
Yes. Your points remain active as long as your account shows regular activity. After 12 months of inactivity, they expire automatically.
No. Points are personal and cannot be transferred or combined across multiple accounts.
All information related to your loyalty account is available in your loyalty dashboard, including your points balance, available rewards, VIP status and activity history.
No. Points cannot be awarded retroactively for purchases made before joining the programme.
La Bande Karma features three VIP levels based on your cumulative purchases over a rolling 12-month period:
- Initiée : from €110 in purchases
- Muse : from €500 in purchases
- Icône : from €1,000 in purchases
Each tier unlocks exclusive benefits and thoughtful rewards designed especially for members of La Bande Karma.
Yes. As soon as your cumulative purchases qualify you for a higher VIP tier, your new status is activated automatically and remains valid for 12 months.
Your VIP status remains valid for 12 months. To maintain it, simply reach the corresponding spending threshold again before the end of that period. If you move up to a higher tier, your VIP membership is automatically renewed for another 12 months.
VIP status is calculated based on your purchases over the last 12 months. If your cumulative spending no longer meets the required threshold, your status may be adjusted accordingly.
Depending on your tier, you'll enjoy access to early collections, birthday surprises, invitations to exclusive events, complimentary shipping benefits and other exclusive perks reserved for La Bande Karma members.
Depending on your VIP tier, you may enjoy complimentary shipping on selected orders throughout the year. Shipping costs are covered up to €6 per order. Benefits vary according to your tier and are available directly from your loyalty dashboard.
Points are automatically awarded only for orders placed while logged into your customer account. We recommend signing in before completing your purchase to enjoy all the benefits of La Bande Karma.
Please contact our Customer Care team, who will be happy to help you update your account details.
La Bande Karma is currently available exclusively on our online boutique, karmakoma.com. Purchases made in our boutiques or at Galeries Lafayette are not currently eligible for earning or redeeming loyalty points.
REFERRAL PROGRAMME
€20 for you, €20 for your friend.
Invite your friends to discover Karma Koma using your personal referral link. When they place their first order, they'll receive €20 off, and you'll receive a €20 reward once their purchase has been validated.
Simply follow these steps:
01. Log in to your Karma Koma customer account.
02. Share your personal referral link with the friend of your choice by email or using the sharing link provided.
03. Once your friend receives the link, they can claim their €20 voucher and use it on their first order at karmakoma.com.
04. As soon as their order has been validated (30 days after shipment), you'll receive your own €20 voucher by email.
For your referral to be valid, your friend's order must meet the following conditions:
- It must be their first order on karmakoma.com.
- The email address used to place the order must be the same as the one provided during the referral process.
Yes. You can refer as many friends as you'd like and earn rewards for each successful referral.
Your €20 voucher will be issued once your friend's first order has been validated. This may take up to 30 days to ensure the order has not been returned or cancelled.
A referral is only validated once your friend's first order has been confirmed. If the order is cancelled or refunded, the referral reward cannot be issued.
Yes. Multiple referral vouchers can be used on the same order. However, they cannot be combined with other promotional codes or discount offers.
- Your friend's €20 welcome voucher is valid for 14 days from the date it is issued.
- Your €20 referral reward voucher is valid for 90 days from the date it is issued.
No. The referral programme is available exclusively on karmakoma.com. Referral rewards cannot currently be earned or redeemed in our boutiques or at Galeries Lafayette.
