Frequently Asked Questions

1How do I place an order?
Shopping at is quick and easy.
2Can I change my order from Delivery to Collect?
It is not possible to change your delivery method from Delivery to Collect once your order has been confirmed especially through online purchasing. It is only possible if you make arrangement with us. Check information under Contacts for more information.
3Can I change my shipping address?
We unfortunately can’t make changes to your delivery address once payment has been received and you have received your Payment Confirmation email.
4Can I cancel my order or get a refund?
If the order has been shipped to you and you received tracking number, then you can't change. We do not have a Refund Policy. But you are allowed to exchange for something else.
5What if I receive an Item with factory fault?
Should you receive an item with a factory fault , you will be requested to take a picture of the item within 2 hours of receiving the parcel. You will be needed to fill out a Return Enquiry on our Help page. A Customer Care agent will then contact you regarding the return, replacement or refund of the item.
6Is it safe to shop online with Koena Clothing?
Koena Clothing subscribes to the highest security and encryption standards, allowing our customers to shop with absolute peace of mind! Through the use of 3D Secure / Payer Authentication, online payments are now authenticated and verified, allowing for protection against any unauthorized use should your card be lost or stolen.
7How long does delivery take?
3-6 working days excerpt Saturdays, Sundays and Holidays.
8What are my delivery options?
Standard delivery is FREE for orders totalling R4000.00 or more. Shipment charges of R115.00, Local (South Africa), R150.00. Internationally (Outside South Africa) will automatically be added as you make online purchase.


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