DELIVERY/SHIPPING POLICY:
You must notify us within 24 hours if you have been given a parcel ETA drop off date and have not received the item. For addresses outside Metro Victoria, New South Wales and Queensland, we will accept an inquiry for goods not received up to 7 days after the confirmed date of delivery.

DELIVERY TERMS & CONDITIONS:
Below are the general terms and conditions of Koala Living’s nominated Third-party contractor.

1.1 The final delivery charge for your order will be calculated at the time of checkout if purchasing online or at the point of purchase when confirming delivery in store. We will honor this delivery fee quoted for 3 months only. Any fee increases thereafter imposed by the delivery company and after this period must be paid before delivery.

1.2 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
• Delivery service chosen

1.3 All delivery arrangements can be made over the phone, at point of purchase and via the Koala Living customer portal. These arrangements are final unless you advise us otherwise. All changes are to be made no later than 72 hours prior to the delivery, or the invoice will incur a non-negotiable redelivery charge.

1.4 A person over the age of 18 must be available at home to receive the 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.

1.5 Koala Living purchase orders must be finalised and paid in full prior to delivery. States outside of Victoria, New South Wales and Queensland will be required to finalise their invoice in full 3-4 weeks prior to delivery as external couriers are used for interstate deliveries.

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

1.7 Sufficient access must be available to deliver the goods you have purchased. In cases where the goods need to be disassembled and reassembled, additional charges will apply. If the items need to be returned to the distribution centre, a redelivery fee will also be applicable. To avoid redelivery 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.

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

1.9 The delivery fee quoted for (standard delivery service) does not include assembly and package removal. If you require additional services of assembly and package removal, you will need to select a (deluxe service) if purchasing online and inform the staff if purchasing in-store before confirming the delivery. An additional fee will be quoted to carry out these services if available for your address.This must be paid in advance to be booked and cannot be accepted as CASH to the drivers or requested on the day of delivery. Koala Living can only offer these services within selected metro areas of Victoria, New South Wales, ACT, South Australia and Queensland. Areas outside of these standard in-house carrier addresses will be offered ground floor delivery only and will not cover upper-level deliveries by stairs or lifts.

1.10 Once arrangement for a delivery day is confirmed, there will be a redelivery 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.

1.11 When receiving goods, examine and check thoroughly before signing "Goods Received" as any claims for missing item/product will not be accepted after you have signed the paperwork. You must advise the driver of any missing or damaged items by noting this next to your signature.

1.12 Assembly fees will not include Wall Mounting. Third party vendors do not do installation to mount products to walls or ceilings.

1.13 Product availability can differ. Please remember that the delivery charge quoted at the point of purchase applies only to those specific items at that time. You will be charged an additional delivery fee if you add any items after the invoice is finalized. Customers are limited to the option of one split delivery per invoice in instances where some items have a delayed ETA; any additional deliveries may incur a charge.

1.14 Koala Living together with the carrier will not take any responsibility if there is insufficient accessibility for the delivery to be carried out, especially through stairwells and lifts.  It is the sole responsibility of the customer to ensure that there is sufficient space to accommodate safe delivery of goods. You must notify us of any potential restrictions or access/delivery issues before the order is placed. A return delivery fee will be deducted from the value of goods unsuccessfully delivered and the final amount reverted to a Store Credit only.

1.15 Koala Living is not responsible for the actions of third-party vendors. Any damages to property must be reported on the day or within 24 hours after the delivery. No claims will be accepted outside the reporting time frame. Please include photographic evidence to support your claim.

1.16 Any Furniture damages incurred during transportation or assembly by the Third-party vendors must be reported on the day or within 24 hours after receiving the goods. No claims will be accepted outside the reporting time frame. 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.

1.18 For CBD deliveries, customers must provide a loading dock facility or secure parking spot to cater for at least a minimum 4T truck. Failure to do this will incur a re-delivery fee. 

1.19 If you have selected the Deluxe Delivery Service in store or online, it is the customers responsibility to retain the original and complete packaging for requests of return or 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 or return that have partial or damaged packaging, and may return them if we find they have been used, assembled or returned with missing components.

Free Shipping Promo: Terms & Conditions
Please note that Koala Living reserves the right to refuse your order if you are outside the company's typical delivery route. Our order processing team will be in touch in such instances to resolve the matter. *Disclaimer: This offer cannot be used in conjunction with multiple offers. We apologise in advance for any inconvenience this may cause you.

Changes made as of 06/08/2024