Our team has outlined some of our most popular questions and answers. Scroll below to see if we have answered yours.
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.
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 email@example.com.
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.
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.
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, 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.
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.
On very rare occasions, we may have to cancel your order and process a full refund or store credit, due to the following circumstances:
Start by emailing our friendly online customer support team at firstname.lastname@example.org or our in-store team at email@example.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.
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.
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.
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.
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.
For all faulty items, the product must be kept with the customer unless instructed by customer support staff to return. A refund or replacement will not be issued until the item has been returned and checked back into our warehouse or a store. Koala Living is under no legal obligation to provide you with any service, should you decide to dispose of goods.
Shipping lead times of your products will depend on a number of factors.
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.
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.
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 firstname.lastname@example.org 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.
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 if you live in WA, TAS or NT or in a Rural Area Only. Once ready for collection, 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 as well as ID.
What does the delivery service include? Standard 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.
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.
Our warehouse is located at 30-64 Taras Ave, Altona North VIC 3025. Warehouse Open Hours: Monday-Friday, 9am-3pm.
Please note - Effective from November 29th 2021 the Koala Living warehouse will not be open to the public until further notice.