Frequently Asked Questions

Yes, you can update the details of your account via the personal information section once logged in. You have the ability to update all your details excluding your email address. If you wish to update your email address, please contact our team directly via cs@koalaliving.com or reach out to our live chat team. Please note that changes to your account may impact your estimated delivery time, subject to availability. Additional delivery fees may also incur if delivery address is updated.

Yes, you can. Customers can add items to their order if it has not been dispatched from our warehouse yet. The prices applied to any added items would be the active price for that product at the time of request, and there may also be further delivery charges associated with these additional products depending on their quantity or size. Please note that the estimated delivery time might be changed, subject to availability, by adding or making changes to your order.

Yes, you certainly can put your order on hold for up to 3 months from its availability at our warehouse, 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. 

Yes, our online teams can definitely assist you with your in-store purchase. While our phone and live chat teams can answer most of your general inquiries related to products and lead time, our customer support team at cs@koalaliving.com can assist you with any other queries, requests or concerns.

Yes, we can price match your existing order to the current advertised price during promotional periods provided that the order has not been delivered or collected and the invoice purchase date is within 60 days of the promotional period. Any excess balance in the invoice after the price match will be transferred to you in the form of a credit note with validity of 36 months (or three years) which may be used towards a new invoice. Our teams must be notified about the price match request while the new prices are active and within the time frame specified above.

Throughout the year, Koala Living may take part in ‘Online only’ sales. Price matching for these orders will exclude in-store orders.

Please note you cannot have more than one promotion applied to any one invoice at a time.

Unfortunately, we do not offer additional discounts as we typically run different sales throughout the entire year. The best way to keep track of our promotions is by subscribing to our newsletter and following us on our social media platforms.

Yes, we offer trade discounts for industry approved businesses. Please visit our trade program page for more information and submit your interests today. Our team will get back to you within 2-5 business days.

If prior to taking possession of your purchase you wish to cancel your order, you will receive a credit note for the amount of the invoice already paid, valid for 36 months.

If the balance is not finalised, you may remove, or exchange items from your order to the value paid initially; however, the balance may not be reduced to less than the initial deposit you paid.

Please read our Terms and Conditions for more information or contact our customer support team at cs@koalaliving.com to inquire further.

On very rare occasions, we may have to cancel your order and process a full refund or a store credit due to the following circumstances:

• A product in that order is discontinued and no longer available.
• The shipping fee quoted and payable by Koala Living is seen as excessive.
• There is an error in the price, product or the description displayed on the site or in-store.
• The order triggers fraud prevention protocols or.
• We believe that to do so is otherwise necessary or expedient.

Start by emailing our friendly online customer support team at cs@koalaliving.com with the invoice number, the items you wish to return, date of possession and reason for return. Please ensure the product is in original packaging and condition, and that our teams are notified within 7 days of the order being delivered.

• For small goods/decoratives: Depending on your postcode, we will either organise a service trip to your home, performed by our in-house logistics team, or book a courier service and email you a return label for collection. Repack your item/s in its original packaging and print your return label to stick on the box. Please note with courier collections of return items, we cannot guarantee a date and time for pick up, as we work with a network of couriers. Alternatively, you may request to drop the product off at one of our showrooms. A Return fee will apply if it is booked with a courier and this amount will be deducted from the Credit Note you will receive upon its return to us.
• For large and heavy goods: We will arrange a service call for our in-house logistics team to collect the furniture from your address or alternatively for our customers outside our typical delivery route, we will organise a third-party courier service and email you a return label for collection. A Return fee will apply and be deducted from the Credit Note you will receive upon its return to us.
• Once we’ve received your item, we will check that it is in its original condition and packaging. Thereafter, a credit note will be issued under your name, with a validity of 36 months (or three years) which can be put towards a new order. All change of mind returns are subject to a re-collection fee and this will be deducted from the total credit note issued.

If you wish to return the product due to a change of mind, the product must be in original packaging and condition. This means you have not assembled, used, damaged, laundered or washed any of the goods.  This does not apply if you are seeking to return a faulty product (refer to our warranty policy).  

Yes, you can exchange your product if it is the same price or greater. Please ensure the product is in original condition and packaging and returned within 7 days. A return fee and redelivery fee will apply.

If the product is in its original unopened packaging; we can accept the product(s) back and issue you with a credit note as part of our Change of Mind Returns Policy within 7 days; however a 30% cancellation fee will be applied to the total of the items being returned should you opt for a refund and not a store credit.  This does not apply to a return due to the goods being faulty (refer to our warranty policy).

For all faulty item claims, we request notify our customer support team at cs@koalaliving.com and provide us with your tax invoice number, a description of the fault(s) or damage(s) on the product, date of possession and photos/videos as evidence.  We will contact you to arrange to either collect or for you to drop off the product for assessment.  Please refer to our warranty policy for further details.

Shipping lead times of your products will depend on a number of factors, such as:

• Your location
• Our partner delivery companies’ schedules
• Product availability at our warehouse at the time of order

Shipping time frames differ Australia-wide. We work with a number of delivery partners and courier companies in order to deliver across the country. In some cases, this may be handed to a third-party to ensure remote areas can be accommodated. As soon as your order has arrived at our warehouse, we will notify you and you can book a delivery date yourself through the customer booking portal. You may contact our online teams via phone, live chat, or email to request an estimated arrival time frame or track your order.

Delivery costs will vary based on the item(s) itself, their size, weight, location of delivery address and delivery partners’ rates. The shipping fee can be determined by entering your listed products and address at checkout.

Currently Koala Living does not ship outside of Australia. We reserve the right to accept or decline orders to certain locations. However, you are more than welcome to email us at cs@koalaliving.com with the location and the products you are interested in purchasing for us to check if there are any alternative delivery options for you.

Unfortunately we are unable to deliver to PO boxes as our products are often too large. This also includes Parcel Lockers, GPO, Locker Bag and RMB addresses. Our products are delivered by independent courier/delivery companies and may require a signature upon delivery.

Unfortunately you will not be allowed to organise your own courier. You can contact cs@koalaliving.com to check if there is an alternate solution.

The default delivery fee quoted for online purchases includes a standard ground level drop-off only delivery service. If the order is being delivered to an apartment or building with access to a lift, the delivery fee will cover the delivery of the products inside the unit/apartment, provided there is sufficient lift and passage access for the furniture/goods.

We apologise that additional services cannot be requested on the delivery day itself and are available only for areas covered by our primary 3rd party delivery teams.

You can request to reschedule your delivery by visiting the following page with your email address and invoice number trackorder or contacting our online team via phone, live chat or email at least 72 hours prior to the confirmed delivery date. A re-delivery fee is applicable if you request changes after this time period or if the delivery fails, due to nobody being at the premises to receive the order or if the address details and/or contact details given to us were incorrect.

Our Deluxe Delivery service includes delivery to the room of your choice as well as assembly and packaging removal. Please note, this service does not include removal of unwanted furniture nor the hanging of wall fixtures. It is the customer’s responsibility to ensure sufficient space is made prior to delivery of goods. This service will only appear for customers who live in a location where deluxe delivery is offered and it is within the category of products where the service can be offered. 

Please note: 
It is the customers responsibility to retain the original and complete packaging for requests of return for change of mind. The item must be returned to original packaging to be collected in the same manner as delivered. For large items unable to be returned to the original packaging, we will not accept these products back for return unless they are verified as incorrect, faulty or damaged on receipt of goods. We will not collect items for change of mind and return that have partial or damaged packaging, and will return them if we find they have been used, assembled or returned with missing components. 

Regretfully we cannot request a specific delivery time frame. Depending on the courier company associated with your order, you will either be provided a tracking link to locate the whereabouts of your order, or a confirmed delivery date and a three-four hour arrival window a day prior to your delivery.

You or somebody on your behalf (over the age of 18) must be present on the day of designated delivery. If you miss it, your order will be returned back to our warehouse and you will be able to request redelivery once the items are returned to our dispatch facility. (generally within 2-3 business days). Please note that a re-delivery fee is applicable in such circumstances, therefore, it is advisable to confirm a date only if you are available, or to reschedule at least 72 hours in advance if your availability changes. Please read our shipping policy for more details.

Unfortunately we only offer standard delivery. We work with a number of courier networks and depending on your postcode, delivery will either be booked with our in-house logistics team or a third-party courier company such as Allied Express, Aramex or Couriers Please.

For all orders being delivered via our internal team, you will be able to see a confirmed delivery date only under the ‘Track Order’ page in our website and will receive an estimated delivery time frame either the evening prior to or on the morning of delivery via text.

If your order is being delivered by one of the third-party services, you will receive an email from the shipment company with a tracking number and a link from where you will be able to track the whereabouts of your order once the order is dispatched.

Wall hanging installation is not included in this service and we would recommend you to arrange this with your local handyman. However we offer a Deluxe service that includes delivery to the room of your choice as well as assembly and packaging removal within the selected metro areas of Victoria, New South Wales, ACT, South Australia and Queensland. Please note, this service does not include removal of unwanted furniture or hanging wall fixtures. You can contact our online team to inquire if this service is available in your area and request a quotation. 

Order pick ups are unfortunately unavailable due to showroom storage limitations. We are also unable to offer warehouse collection due to OHS protocol.

You can redeem your credit note or voucher either at one of our showrooms or online at the checkout section. Please note that a voucher can only be used towards the purchase of a new order and cannot be applied to an existing order. They are not redeemable once expired.

Unfortunately, Credit Notes and Store Vouchers are not redeemable for Cash or Transferable. You can buy something on behalf of someone else and update the delivery address and contact number for this order to be delivered to someone else, but the name on the Invoice must remain the same as the name of the owner of the Credit/Voucher. All Vouchers are redeemable up to the expiry date.

You can pay in person by Cash or Card at any Koala Living store regardless of which store you made your original purchase from. If you have only partially paid for your order, you may make an online payment using the ‘Track Order’.

Alternatively, we also offer direct bank transfer payment options to all our customers and you will find this information on your invoice under Direct Deposit Details

If you have a 2 week quote you can make a full or minimum deposit(in-store only) payment.

Once the Quote becomes invalid however, the system will not accept your portal payment and you will need to reach out to the store or our phone team to request a new quote to be created for you and the quote prices will reflect the new current prices if they have changed.

We accept Visa and Mastercard.

We offer Zip payment which allows customers to make interest-free purchases. Please read more about this at https://zip.co/au or from our support page under Interest Free Finance.