Frequently Asked Questions


Our team has outlined some of our most popular questions and answers. Scroll below to see if we have answered yours.

Order queries
Can I update the details of my invoice?

Yes, you can. Simple email your requests to sales@koalaliving.com and our customer support team will update your details accordingly.

Can I add an item to my order?

Yes, you can. Customers can add items to their order if they have not already received their products, this will be in the form of a new invoice with the current promotion at the time. Your orders will be linked and delivered together with one core delivery fee. There may be extra delivery charges associated with additional products, depending on the quantity or size of these extras. Please note that by adding or making changes to your order, the estimated delivery time might be changed, subject to availability.

Can I put my order on hold?

Yes, you certainly can put your order on hold for up to 6 months given your order is paid in full within 90 days of purchase. Thereafter a $5 storage fee per cubic meter per day will be invoiced. Koala Living thereafter has the right to cancel your order.

Can the online sales team assist me with my in-store purchase?

Our online team certainly can do their best to answer your questions related to products and lead time. However, for order adjustments and products which may only be in-store, we encourage you to contact the store directly or email out in-store customer support team at cs@koalaliving.com.

My products now have a new price, can I price match?

Yes, we can price match your existing order if it has not been delivered or collected and the invoice purchased is within 60 days of the promotional period. For orders paid in full, a credit note will be issued for the difference.

Please note that throughout the year, Koala Living will take part in ‘online only’ sales. Price matching for these orders will exclude in-store orders.

Do you offer a discount for first time customers?

We certainly do. We occasionally offer an extra 5% off for first time buyers under certain promotional periods. Please sign up for our newsletter subscription to be notified of the discounts and offers.

Can I have an additional discount?

We typically run promotions throughout the entire year and the best way to keep track of our promotions is by subscribing to our newsletter and following us on our social media platforms.

Do you offer trade discounts?

Yes, we offer trade discounts for several types of businesses. Please visit our trade program page for more information and submit your interests today. Our team will get back to you within 5-7 business days.

I have not received my order, can I cancel it?

If prior to taking possession of your purchase you wish to cancel your order, there will be a 30% cancellation fee of the total purchase value.

Why is my order cancelled by your system?

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

  • A product in that order is discontinued and unavailable.
  • 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 instore.
  • The order triggers fraud prevention protocols.
  • We believe that to do so is otherwise necessary or expedient.

Return and Warranty
How do I process a return for change of mind?

Start by emailing our friendly online customer support team at sales@koalaliving.com or our in-store team at cs@koalaliving.com , with the invoice number, the items you wish to return and date of possession. Please ensure the product is in original packaging and condition.

  • For large and heavy goods: We will contact the removalists to book a service call trip to your home or alternatively for our customers outside our typical delivery route, we will organise a courier service. Please note for change of mind orders, the customer may be subject to return fees.
  • For small goods: We will email you a return label for courier collection. Repack your item/s in original packaging and print your return label to stick on the packaging. 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. The customer may be subject to return fees.
  • 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 to the account/details in which you purchased under.
Can I return the item back to a showroom or warehouse?

Certainly! First, contact our customer support team via phone or email, regarding where you wish to drop off the product. Small goods can be dropped off at your nearest showroom or large goods at our warehouse within operating hours ONLY. Our staff will need to ensure the product is in its original packaging and condition in order to process the necessary thereafter.

I don’t have the packaging, can I still return the product?

No, the product must be in original packaging and condition. This means you have not assembled, used, damaged, laundered or washed any of the goods.

Can I exchange an item instead of returning it for a credit note?

Yes you can exchange your product/s for another, given it is the same price or greater and the product you wish to return is in its original packaging and condition. To exchange to a product less than, a credit note will be issued.

My order is not what I expected, can I have a refund?

If the product is in its original unopened packaging and within 7 days; we can accept the product(s) back 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.

My order arrived damaged, what do I do?

For all faulty items, the product must be kept with the customer unless instructed by customer support staff to return. Alternatively a drop off or collection will be arranged. Koala Living is under no legal obligation to provide you with any service, should you decide to dispose of goods. If the fault is causing a hazard, please let us know and we would expedite collection/drop off. Once in Koala Living’s possession, the customer has a few options:

  • A replacement is arranged at the expense of Koala Living
  • A credit note is issued for the full amount of the product

Delivery
How long does shipping take?

Shipping lead times of your products will depend on a number of factors.

  • Your location
  • Our partner delivery companies schedules
  • The product shipment

Shipping timeframes differ Australia wide. We work with a number of delivery partners and courier companies in order to deliver nationwide; 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 either organise a mutually agreeable delivery time for bulky goods or have you organise a delivery date through the customer portal, arrange a delivery with a courier service for smaller goods and email tracking information or arrange a pick up date and time for warehouse collection via the booking link https://koalalivingcollect.as.me/schedule.php.

How much is shipping?

Delivery costs will vary based on the item(s) size, weight, location of delivery address and delivery partners’ rate. The shipping fee can be determined by entering your address at checkout. Split delivery may incur an additional fee.

Do you ship outside of Australia?

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

Do you deliver to PO Box?

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 courier/delivery companies; and may require a signature upon delivery.

Can I organise my own courier?

Yes! Customers are more than welcome to organise their own courier. Once ready for collection, you will need to notify our online team at sales@koalaliving.com with authority that someone will be collecting on your behalf. Please ensure the person has a copy of the invoice upon collecting as well as ID.

What does the delivery service include?

Delivery fee quoted does not include assembly, rubbish removal and the removal of any unwanted furniture. If you do require these additional services, you will need to inform the sales team prior to delivery of the purchase order. You will be quoted a fee to carry out these services. Koala Living only offers this service within the metro areas of Victoria, New South Wales and Queensland (depending on the item(s) and location). It further does not cover Upper-level deliveries and lift access.

Do you offer express/fast dispatching?

Unfortunately no, we use a standard delivery service with tracking details (when available) to help give our customers an idea of when their package is expected to arrive. For reasons outside of our control we are unable to arrange a specific date/time.

Can I organise someone else to collect the orders for me?

Yes! Customers are more than welcome to organise friends and family, or their own courier. For collections, you will need to notify our team at sales@koalaliving.com with authority that someone will be collecting on your behalf. Please ensure the person has a copy of the invoice upon collecting as well as ID.

The item does not fit into my car, what should I do?

We can arrange alternative delivery options for you! Delivery fee is payable at the facility and the charge may depend on item size, weight and delivery location.

I will not be able to make it to my warehouse collection, can I reschedule?

Yes you can! Using the following link for booking your collection, https://koalalivingcollect.as.me/schedule.php, you will also be able to reschedule. If you have any issues, please contact our team via phone or chat.


Warehouse Collection
What is your warehouse location and hours of operation?

What is your warehouse location and hours of operation?
Our warehouse is located at 30-64 Taras Ave, Altona North VIC 3025. Warehouse Open Hours: Monday, Tuesday, Wednesday 9am-3pm ONLY.