Order / Payment
Why can’t I complete my order?
Please check that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer. Need further assistance? Contact us and we will be happy to help you.
What payment methods are available?
In our INA KOELLN Online Shop, you can choose from a wide range of secure payment methods:
- Credit card (Visa + MasterCard + American Express)
- Prepayment via bank transfer
When will my order arrive?
Once we have received your order, it can take 3 – 10 business days to reach you, depending on the delivery destination. We will keep you updated as much as possible – just click on your INA KOELLN account and you can track your parcel from there. If there are any problems, don’t hesitate to contact our Customer Service team!
What countries do you deliver to?
We deliver to any country in the world. You will be automatically directed to the right country website when you enter our online shop.
How much is shipping and handling?
If the value of your order exceeds € 150,- delivery is free of charge within the European Union.
If the value of your order is less than € 150,- standard delivery within the European Union will be charged as follows:
< 0,5kg = 12€
< 1,0kg = 15€
< 1,5kg = 17€
Europe (Non EU)
Including Gibraltar, Island, Lichtenstein, Norway, Switzerland, Greenland, Andorra, Monaco, UK
Standard FEDEX delivery within Europe will be charged as follows:
< 0,5kg = 20€
< 1,0kg = 23€
< 1,5kg = 26€
Additional costume duty and fees have to be carried by our costumer
Standard FEDEX delivery outside Europe will be charged as follows:
< 0,5kg = 36€
< 1,0kg = 44€
< 1,5kg = 50€
Additional costume duty and fees have to be carried by our costumer
How long does it take to deliver?
We generally deliver within:
3–6 business-days in the European Union
4-8 business-days in Europe
5-10 business-days in the rest of the world
Where do I find the delivery status (shipment tracking)?
As soon as your order has been passed on to our logistics partner, you will receive a shipping confirmation e-mail containing the shipment number. You can use this number to track the status of your shipment on our shipment tracking site.
Are returns free of charge?
In case you are not totally happy with the product after receiving it, we voluntarily give you the option to return the product to us at your own expense. Please make sure you sent the package with a tracking number to make sure it doesn’t get lost on its way back to us.
When I send a return or exchange back to you, how long will it take?
Once you have posted your return or exchange back to us it can take up to 14 days to reach our warehouse – when it arrives we’ll make sure to send you an email. The refund or exchange will then be arranged for you. We always try to be as fast as possible, but during busy periods it may take a little longer!
How do returns work? What do I have to do?
If, for whatever reason, you are not satisfied with your order, you can return unused items with the original packaging within 14 days. Please proceed as follows:
- In order to continuously improve our products and services, we kindly ask you to state the reason why you are returning each item
- Place the item and the form in a parcel and seal it
- Make sure you post the parcel with a secure dispatch with a tracking number
- Sent it to: INA KOELLN/ Rua da Silva 27RC / 1200-446 Lisboa/ PORTUGAL
- For more detailed information on our voluntary exchange option, please consult our terms & conditions and feel free to contact us with any questions: email@example.com.
Care / Product
How do I care for my bags and accessories?
The leather is easy to maintain. Too much care is more harmful to the products than of benefit. The removal of dust with a damp cloth is usually sufficient. Due to the open leather pores, which make the leather breathable and bring the pleasant touch, however, moisture and damp dirt can also penetrate more easily. Stains can only be prevented by careful handling, they can not be removed again after their formation. For storage, keep it covered with the INA KOELLN Dustbag provided with each bag in the collection.
Piñatex is easy to clean by hand with a damp cloth. In order to protect the products from being stained, a water and stain repellent suitable for leather can be applied before use. For storage, keep it covered with the INA KOELLN Dustbag provided with each bag in the collection.
For Salmon Skin:
A dry cloth or a soft brush is all you need to keep it looking great. Fish skin is a natural product and therefore responds to its environment; sometimes darkening with prolonged use and skin contact. For storage, keep it covered with the INA KOELLN Dustbag provided with each bag in the collection.
A damp cloth, and a little liquid soap is all you need to keep it looking great. Wipe off any excess soap and allow to dry naturally. Cork is a natural product and therefore it responds to its environment. Sometimes it is darkening with prolonged use and skin contact. For storage, keep it covered with the INA KOELLN Dustbag provided with each bag in the collection.
Do you also offer 100% vegan bags?
YES we do! Please have a look at our Piñatex and Cork Collection. In case you can’t find the product you are looking for, get in touch with us and we’ll be happy to help.
Are IK products fair trade?
YES they are! We produce our products by craftspeople in small Portuguese workshops.
How do I find out more about the bag I want to buy?
We know how important it is for a bag to fit properly and feel right, so we take time to explain a bags size, style and material on each item’s page. If you do have any other questions relating to the product, materials or want specific measurements, please contact Customer Service who will be happy to advise you. If they don’t have the information to hand, they’ll be sure to get back to you as soon as possible.
My leather bag has scratches, is it damaged?
No, this is a beautiful feature of natural leather and the markings will be unique to you. All INA KOELLN products are lightly treated so the natural characteristics of the hide can be showcased.
What is the INA KOELLN guarantee and repair policy?
All products come with 100% protection from manufacturing defects. If your bag is damaged, please let us know asap. Repairs generally require a lead time of 3 to 4 weeks before the bag is back in your hands. All manufacturing repairs are complimentary. We understand the lifestyle we design for isn’t always fragile. It is likely our bags and accessories may play a part in a heroic episode or travel to remote parts of the earth. Damage incurred under these circumstances are protected but may carry a service fee.
Can I personalize my order? Can you supply specific designs, can I change something?
YES! If you are looking for something that you don’t see then please let us know. Custom changes will require a small surcharge and depending on the change generally require a lead time of 3-4 weeks.
Currently gift cards can only be used at our online store. If you have any further questions about our gift cards, please contact our team in store. You can find their contact details here.
Where can I buy a gift card?
So far you can only purchase a Gift Card at our online shop, right here. Once the payment has been completed you will receive an email with the Gift Card promotion code and an PDF available for you to print your Gift Card. Happy give away!
Where can I redeem a discount code/gift card?
Currently Gift Cards can only be used at our online store . Once you select your product of choice and get to the checkout/payment options, you will have the opportunity to insert your discount code/ Gift Card code which will withdraw directly from the outstanding amount. Please keep the expiration date of your Gift Card in mind.
Why isn’t my discount code/Gift Card working?
If your discount code isn’t working, please try the following…
- Check that the code is spelled correctly and no extra characters or spaces have been included.
- Check that the promotion criteria has been met e.g. Is the promotion out of date or has the minimum spend requirement been met?
- Try emptying your browser’s cache.
- Contact our customer service team who will be able to assist you further.
When will INA KOELLN be available in my country?
We may not be with you yet, but we are always looking for new and exciting places to explore! To be the first to know about where we are opening next, please follow us on our social media pages or sign up to our newsletter.
Where can I find the closest retail location?
INA KOELLN products are sold through specialty retailers in several countries. To find the closest retailer in your area, please click here. Items purchased from a retailer cannot be returned to INA KOELLN. You must return the product to the store of purchase.
Where can I find INA KOELLN Studio?
We are happy to receive you at our Lisbon based studio during weekdays from 10am-19pm. Please click here to find out about our location. See you soon!
Can I become a supplier for INA KOELLN?
We take great care with who we work with so that we can continue to provide our customers with timeless, quality products that live beyond the season. If you are interested in stocking IK products please sent us a line to firstname.lastname@example.org for further information.
Are there opportunities to blog for INA KOELLN?
It’s always great to hear from people who are inspired by the pieces we create. We believe in healthy collaborations with likeminded creatives who are inspired by the same values we hold dear. If you would like to present a collaboration idea of any kind, please contact our press department by sending an email to email@example.com