Shipping and returns
Shipping
We offer free shipping on all orders containing Koala Silver Cups.
For all other orders, we offer free shipping on purchases over $70.
Delivery times
Once we receive your order, it’ll be dispatched from our warehouse within 24 hours (weekdays). You’ll receive a link, via email, to track the delivery status of your order at any time.
There are multiple shipping options available, depending on your address, with delivery times ranging from 1 to 5 business days. On the checkout page, you can enter your address and choose the option that best suits your needs.
Custom fees and duties
When ordering from certain countries, delivery may be subject to custom duties and related fees. Please note that Koala Babycare has no control over any import duties as these are set by individual countries.
Any custom fees or duties are the responsibility of the customer.
Returns
Undamaged items can be returned within 30 days from order placement, (exception is for items with factory defects). Shipping costs are to be excluded from the refund.
We do not accept returns on personalised items.
How to return an item
To open a return request, send an email to help@koalababycare.com, including your order number and the products you wish to return.
We will send you a shipping label to process the return by following the steps explained below.
WARNING: Free gift items in your order
If free gifts were included in your order, then the free gift must be returned if minimum purchase amount for free gift eligibility is not reached after a refund.
The free gift item must be returned undamaged and unused in its original packaging. In the event that the free gift item is not returned or is returned damaged and/or used, the full price of the free gift item will be deducted from your refund.
Digital items
For digital items, returns are free of charge and can be requested by sending an e-mail to help@koalababycare.com stating your order number and item name.
Cost
Shipping costs are customer’s responsibility.
The cost is 5$.
The only exception is for digital items, for which returns are free of charge (see above).
How to prepare your item for return
Make sure that the items you are returning are “as sold” and have not been tampered with.
Place the undamaged items you want to return in their original packaging and reuse the original postal package, or a package of the same dimensions, for delivery. Remove all previous postage labels from the outside.
WARNING: the items included in the package must be the same as those listed in your return request email. Any items included inside the package but not listed on your return request email will not be refunded.
Remember that your refund will be processed once the returned items have been confirmed as undamaged and in good condition. If this is not the case, Koala Babycare reserves the right to return the package without issuing a refund.
Refund
The refund will be made within 30 working days after we receive your return item in our warehouse.
Once we have received your goods at our warehouse and checked their condition, we will issue a refund via the same payment method used for the purchase.
A refund delivery charge will be deducted (see above for further details).
The accreditation on the account will take 5/7 working days depending on the bank.
Faulty items
You can make a claim on products with visible factory faults by sending an email to help@koalababycare.com within 3 days of receipt, please include the order number and a photograph showing the defect. We will then arrange for a replacement item to be sent to you at no extra cost.
Exchanges
We do not offer exchanges. If you want a different item, you must place a new order.