Yes you can, simply send an email with request to email@example.com and our customer service team will update the details accordingly.
Yes! We occasionally offer an extra 5% off for first time buyers. Please sign up for our newsletter subscription to be notified of the discounts and offers.
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.
Yes. Customers can add items to their order if they have not already received their products. Your orders will be linked and delivered together, with one core delivery fee. There may be extra delivery charges associated with the 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.
Yes, you certainly can put your order on hold. We can hold on to your products free of charge for up to 6 months. If you require us to hold your products beyond this period, a $5 storage fee will be charged per day thereafter. In order to place the order on hold, please email firstname.lastname@example.org with your order number and estimated time frame.
Yes, for online store orders, we can match any promotional price, as long as you have not yet received your order. However, for membership prices, customers who have paid for their Luxe Membership fee will receive this discount only.
You may receive an email from our team stating that your order has been flagged as ‘suspicious’. Our verification system is a process where new online customers who spend over $1000 are refunded a small amount back into their account to ensure it was certainly the person's name on the card that placed the order. Rest assured we do not necessarily consider your card to be fraudulent as long as the refunded amount can be identified. This is a normal procedure to make sure no one has stolen your card to make an unauthorised purchase. When we refund a small amount back into your account, only the person who owns the account will be able to verify what was sent. Your order can be verified by responding to the email. We will never ask for any sensitive information.
Yes. You can cancel your online order at any time before the item has been packed by our Distribution Team or dispatched. In this case, you will receive a full refund. Please note that we can not issue a full-refund your order if it was made to order. For any customized goods, a termination fee of fifty percent (50%) of the total purchase value is applicable.
On very rare occasions, we might have to cancel your order and process a refund or store credit. This might happen due to below circumstances:
We will certainly do our best to answer any questions related to the products and their lead time. However for order adjustments or further order issues, we encourage you to contact the store directly or email our in-store purchase customer service team at email@example.com.
Not exactly what you are looking for? No worries! For online orders you are welcome to return the goods for a refund, within 7 days of receiving the delivery. All returns must be in its original packaging. Please note that orders in below circumstances can not be returned:
Please kindly email our online service team via firstname.lastname@example.org with the order number and the items which you wish to return. Please ensure the item is in its original packaging and ready to be collected. A team member will get back to you with following steps:
Certainly! You can drop the goods off at your nearest store or warehouse. Please also notify us via email@example.com when dropping the items off. Our staff will check that it’s in original condition and packaging. A refund will be issued back to the original card or method of payment.
Shipping lead times of your products will depend on a number of factors.
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.
In the instance, your postcode is outside of our delivery partners’ delivery range. Please email firstname.lastname@example.org with your postcode and the products you are interested in purchasing so that we can source an alternative delivery quotation for you.
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.
We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door.
Yes! Customers are more than welcome to organise their own courier. Please select ‘warehouse pick up’ at the check out. For collections, you will need to notify our online team at email@example.com with authority that someone will be collecting on your behalf. For more info, please refer to the ‘warehouse collection’ section below.
All items from your order will be shipped together when each item has become available to ship. If you would like for the available items from your order to be shipped separately, you are able to request this and make payment for the extra shipping charges associated with the second or consecutive deliveries thereafter.
Online deliveries will only include delivering the products to your home. At your request, bulky goods can be unpackaged, assembled and have the packaging taken away. However, these are additional costs to be communicated and requested from the delivery driver on the day. If the order is being delivered by courier, they may only deliver to your doorstep.
All Koala Living delivery is ground floor delivery. If the delivery is done by a furniture removalist, please check with the driver prior or upon delivery. An extra fee might occur for bringing items via stairs. If the delivery is done by courier, unfortunately they do not offer upstairs service.
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.
Unfortunately items are occasionally damaged in transit. If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage and contact us via firstname.lastname@example.org within 48 hours. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.
The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:
Yes! We do offer free delivery for selective products such as homewares and non-fragile items to selected metropolitan areas within Australia. If a particular item is free shipping, you will be notified at checkout. Delivery is carried out by multiple third party couriers, therefore, when an item is dispatched from our warehouse you will receive tracking information and by using the couriers tracking website you will receive a more accurate delivery estimate. Please note that we cannot control the delivery schedules of these couriers e.g. day & time.
Unfortunately we do not carry any stock in our display showroom due to limited space and OH&S reasons. Once the Click and Collect service is selected, we will transfer the available stock from our Melbourne distribution centre to the nearest showroom based on your location.
Wait times of each store pick up differs according to your chosen showroom. Please use below timeframe as a guideline:
The arrangement will take between 1 to 3weeks from the date of dispatch, depending on the location of your nearest showroom. Once the order arrives and is ready to collect, we will contact you by SMS to collect your order.
Due the limited capacity and for incoming orders for other customers, please collect within 1 week of the item arriving at the store. Otherwise your goods will be returned back to our warehouse in Altona North, Victoria.
Please note that Click and Collect is a goodwill service which we offer to benefit our customers in order to to save money and travel time. This service is for homeware and light items only. Due to each store’s limited storage capacity and OH&S reason, we may reject the collection for bulky and heavy items such as sofa, arm chairs, dining table, storage cabinet, bed, coffee tables or chair in large order quantities.
As much we love to help our customers, we ask you to please bring assistance with you for the collection of heavy items as there may not be assistance available upon collection. All staff in the store are sales assistants and they are not obligated to carry the items due to OH&S risks.
Our warehouse is located at 30-64 Taras Ave, Altona North VIC 3025. Warehouse Open Hours: Monday, Tuesday, Wednesday 9am-3pm ONLY.
We are always here for you! No need to book a collection date or time. But please stick with our allocated collection hours (Mon-Wed, 9am-3pm).
Yes! Customers are more than welcome to organise friends and family, or their own courier. For collections, you will need to notify our online team at email@example.com with authority that someone will be collecting on your behalf. Please ensure the person has a copy of the invoice upon collecting.
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.