FAQ
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
With Colissimo (La Poste) – Standard Delivery
Processing time: Orders are shipped within 48 to 72 business hours. Orders placed from Friday to Sunday are processed from the following Monday.
Metropolitan France (including Monaco & Andorra):
• Free Colissimo delivery for orders over €110.00
• Delivery time: 48 to 72 business hours after dispatch
• Rates:
- Pickup point, post office & locker: €4.00
- Home delivery with proof of delivery: €6.00
Europe:
• Delivery time: 4 to 8 business days after dispatch
• Rates: €11.50 to €16.50
Overseas & International:
• Delivery time: 5 to 20 business days after dispatch
• Rates:
- Overseas territories: €26.00 to €43.00
- International: €14.50 to €45.00
With Chronopost – Express Delivery
Processing time: Orders are shipped within 24 to 48 business hours. Orders placed from Friday to Sunday are processed from the following Monday.
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:
- Europe: 1 to 3 business days after dispatch
- Overseas: 2 business days
- Rest of the world: 2 to 5 business days
• 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 Manager” 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.
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