Shipping Policy

At Koala Living, we carry out the delivery of our products with great care. There are many procedures in the delivery process that must be followed to insure a seamless, reliable and secure service. We utilise the assistance of professional courier companies for various delivery methods depending on the type of order to provide the most dependable service.

We source our unique selection of furniture from all over the world and ship them to Australia using international freight companies. Whilst we are mostly accurate with our delivery times, some delays may occur in the shipment of the product(s) therefore all booking dates are tentative only and are not guaranteed. If you have provided us with your contact details, our delivery team will update you upon the arrival of products and the delivery of your furniture. Our team will reach you via phone, email, or SMS.

DELIVERY TERMS & CONDITIONS

The following terms and conditions will apply,if you have selected a contractor arranged by Koala Living to deliver your goods instead of arranging your own collection and/or delivery of the goods.

1.1 The final delivery charge for your order will be calculated at the time of checkout if purchasing online or at point of purchase when confirming delivery in store.

1.2 Delivery charges are non-negotiable and non-refundable.

1.3 Delivery charges are based on the below factors. It is paramount that all relevant information regarding your residence is communicated with our team members prior to the fee calculation. This will ensure that the delivery fee you have been quoted is tailored to your delivery specifications.

  • - Delivery location (your suburb)
  • - Item(s) of purchase/number of boxes
  • - Accessibility of the location
  • - Ground floor/upper-level delivery

1.4 All delivery arrangements are made either over the phone or at point of purchase for available items. These arrangements are final, unless you advise us otherwise. All changes are to be made by no later than 72 hours prior to the delivery or the invoice will incur a non-negotiable re-delivery charge.

1.5 It is important that a person over the age of 18 is available at home to receive delivery of your purchase on the designated day. You will either be provided tracking details or a delivery time frame which will be an estimate only.Regretfully, we cannot negotiate these time frames as they depend on your location and the delivery company’s daily route plan.

1.6 Koala Living purchase orders must be finalised and paid in full prior to delivery or collection.All states outside of Victoria will be required to finalise their invoice in full 3-4 weeks prior to delivery as we use external couriers for interstate deliveries.

1.7 Delivery fees outside of the metropolitan areas will be quoted upon request.

1.8 Koala Living will only deliver within Australia. We reserve the right to decline or accept orders to certain locations.

1.9 It is important that sufficient access is available to deliver the goods you have purchased. In cases where the goods need to be disassembled, additional charges will apply. Large items that need to be disassembled and reassembled will incur a minimum cost of $250 including GST plus any additional re-delivery fee if the item(s) delivered needs to be returned to the distribution centre. To avoid re-delivery fees please advise our customer service department in advance of any access problems on 1300 331 566. This will allow us to provide you with a more tailored and accurate delivery quote.

1.10 Disposal of all packaging materials are the customer’s responsibility and will be left at the premises (delivery address) unless mentioned otherwise.

1.11 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.

1.12 Once arrangement for a delivery day is confirmed, there will be a re-delivery charge if no person is at the delivery address on the day of delivery or the delivery is cancelled by the customer on the day of delivery. Such fees range upwards from $95.

1.13 When receiving goods, please inspect thoroughly before signing "Received in good order" as any claims for scratches, marks, dents or other visible damage will not be accepted after you have signed the paperwork.

1.14 Product availability can differ. Please bear in mind that the delivery charge quoted at point of purchase is inclusive of all selected items to be delivered altogether within one delivery. If you prefer for the available items from your order to be shipped separately, you can request this however this will incur two or more delivery charges, as each delivery is treated separately.

1.15 Koala Living is not responsible for any access restrictions to your premises. All furniture items that do not fit into your home, designated area, apartment, lift, stairways, corridors or doorways,will not be refunded. In such scenarios, the item will be returned to our warehouse for an exchange or credit note only. **A re-delivery fee will be applied should you wish to exchange the product with something better suited.

1.16 Koala Living is not responsible for the actions of third-party vendors. Any damages to property must be reported on the day to the delivery company. Please include photographic evidence to support your claim.

1.17 Regretfully, 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.

COLLECTION TERM & CONDITIONS

The following terms and conditions apply if you choose to collect or arrange your own contractor to collect from our distribution centre in Melbourne.

2.1 To insure your safety as well as quality of our service to you, we ask our customers to book all collections to our Melbourne warehouse 24hrs prior; using the following click and collect booking form: https://koalalivingcollect.as.me/schedule.php

Please note, our warehouse team will not be able to process your order without a booking. If your desired time slot is not available, this means that we have reached our maximum capacity with bookings for the day.

2.2 For the safety of yourself, our staff and other customers, please adhere to all safety guidelines and instructions laid either by the government or displayed throughout the distribution centre.

2.3 All customers must approach the reception to present their tax invoice prior to collection.

2.4 Due to WHS (Work health and safety) Koala Living staff cannot assist with the collection process.We respectfully request all customers to bring their own assistance when collecting heavy items.

2.5 It is the responsibility of the customer to bring adequate protection material when collecting goods from the warehouse to secure their load.

2.6 It is the responsibility of the customer to inspect all goods prior to collection as Koala Living will not accept any damages that may have been caused after the customer has taken ownership of the goods and have declared all items have been checked and collected in good condition.

2.7 From time to time Koala Living may ask for proof of identification. This is a simple step we take to ensure the security of every purchase.

CLEARANCE ITEMS TERMS & CONDITIONS

In the instance that you may have purchased a clearance ‘as is’ item(s) from one of our stores clearance sections, or attended a Warehouse clearance sale the following policies apply:

2.8 Koala Living warranties, exchange or refund will not apply for items sold ‘as is’ ex-display, clearance or floor stock.

2.9 No assessments can be made without proof of the original condition of the items. It is the responsibility for the customer to ensure that you take pictures and check the item prior to purchasing as Koala living will not accept claims of further damage, post-delivery/pick-up.

2.10 Delivery/pick up of all clearance items must be arranged maximum within 7 days from the date of purchase. Lay-by is not accepted, and invoice must be paid in full at the time of purchase.

2.11 Items sold as clearance or any or the terms used under the conditions will be charged an additional delivery fee of $30 if the delivery company collects other items purchased within the same invoice from the distribution centre. This is classified as 2 collection points from which the items will need to be collected. We don’t send the item back to the warehouse for a collection or storage to avoid damaging the product(s).

2.12 For the collection of clearance stock, please bring assistance with you as the staff cannot assist due to OH&S reasons.

Please Note: This policy is only applicable to customers/purchases made from the 26/08/2021.