Refund policy

Return & Refund Policy – Koalu

At Koalu, we truly care about your experience. If something isn’t quite right with your order, we’re here to help make it better. Below you’ll find everything you need to know about returns and refunds — no confusing terms, just simple and clear steps.

Changed your mind?

We get it — sometimes plans (and preferences!) change. If you’d like to cancel or modify your order, please contact us within 12 hours of purchase.

Email: hellokoalu@akoalu.com

After that, your order will be on its way, and we won’t be able to make changes or cancel it.

Returns – Easy & Hassle-Free

You can return your item within 30 days of delivery. To qualify:

  • Items must be unused, in original condition, with tags and original packaging.
  • Don’t forget your order number or proof of purchase!

To start a return:

  1. Send us an email at hellokoalu@akoalu.com
  2. Let us know your order number and why you'd like to return
  3. Our team will respond with the next steps

 Returns sent without contacting us first may not be accepted.

Who covers return shipping?

  • For Australian customers, return shipping is your responsibility unless the item is damaged or incorrect.
  • For customers outside Australia (like the US, UK, Canada and more), you're also responsible for return shipping, unless there was a problem with the item.

We recommend using a trackable shipping method so your parcel gets back to us safely!

Received something wrong or faulty?

Oh no! We want to fix that right away. If your item arrived:

  • Damaged
  • Faulty, or
  • Not what you ordered

Just email us within 7 days of receiving your order. We’ll take care of it and offer you a replacement, store credit, or a full refund.

Need a different size or colour?

We don’t offer direct exchanges — but it’s easy:

  1. Place a new order for the item you want.
  2. Return the one you no longer need following our return steps above.

This way, you’ll get your new item faster!

My order says “delivered” but I didn’t get it!

If your tracking says delivered but you didn’t receive it, we recommend checking with the carrier and your neighbours. Unfortunately, Koalu can’t be responsible for lost or stolen items marked as delivered — but we’re happy to help guide you.

Refunds – Quick & Simple

Once we’ve received and inspected your return:

  • We’ll let you know if your refund is approved.
  • If so, the refund will go back to your original payment method within 5 business days.
  • Processing times may vary depending on your bank or provider.

Need help?

We’re always here to support you. If you have any questions or concerns, just send us a message.

 

Email: hellokoalu@akoalu.com
We're here with kindness — and solutions.