After placing an order in our gallery or online, you can track it via our online track order portal. Here, you will need to enter your email address and invoice number.

In the instance where all your products are available for delivery, an email will be sent to you to schedule a delivery date.

Your order must be paid in full prior to confirming a delivery date.

If your products currently have an ETA or are partially available; customers are given the option to wait for delivery of all products or alternatively arrange a partial delivery. Please note, customers are restricted to the amount of deliveries per invoice and this will be mentioned in the online 'track order' portal when tracking your order. Any additional deliveries you wish to organise thereafter may incur a fee.

If you have only partially paid for your order, we accept payment of the remaining balance via our track order portal, in our galleries or via direct deposit transfer.

Direct deposit transfer details are mentioned at the bottom of your tax invoice. Generally, it will take 3-5 business days for the payment to be cleared, however processing times will vary and be dependent on your nominated bank.

A delivery date cannot be confirmed until the payment is cleared and received in our nominated bank account. An updated tax invoice with your balance will be sent to you as confirmation of successful payment.

Yes. If a product in your order has been delayed, an email notification will be sent to you immediately with an updated delivery ETA.

Yes, you certainly can put your order on hold for up to 12 weeks from its availability, given your order is paid in full within 90 days of purchase. It is the customer’s responsibility to find an alternative storage solution thereafter. Koala Living has the right to cancel your order if delivery has not been arranged past this period.

We're very sorry to hear this! For any warranty/damage or change of mind cases, please ensure our policies are read to ensure you are covered:

-Terms and Conditions
-Warranty

Once this is done, please contact our customer service team on cs@koalaliving.com.

To best prepare in reaching out to us, ensure you include the following details in your email:

1. Invoice details like the invoice number, email address, etc.
2. Description of the issue/s.
3. Name of the item/s involved including the quantity.
4. Photos and videos of the claimed issue/s.
5. Product Label or ID Label for sofas
6 .PI numbers including the printed texts on the packaging (wrong product, wrong colour issues only). If you have confirmed a deluxe delivery, please ensure packaging is kept.