Shipping and Returns policy
Orders are dispatched from our warehouse within 2-3 business days of the order being received and paid in full. We use a courier service and Australia Post for all package deliveries and customers have the option to choose between regular post and express post. Due to a fraudulent claim of a customer not receiving their items, a signature will be required for all AusPost deliveries. If regular post is your chosen option please ensure you give details of where the courier may leave your delivery if you are not home.
Express Post we use Australia Post and is normally received within 1-2 business days after being dispatched only if your shipping postcode is within the Express Post network. If you are located outside the network, please refer to the AusPost website for exact Express transit times.
Regular Post we use a courier service and is normally received within 2-7 days after being dispatched depending on delivery postcode.
AusPost will also be used for PO Boxes and lockers.
We cannot guarantee exact delivery dates unfortunately as once your order has been posted, its up to the couriers or AusPost to get it to you on time. If you believe your order is lost or stolen in transit, please allow an additional 4 business days past the expected delivery date before contacting us and we will then be able to lodge an enqiry with AusPost or the couriers on your behalf.
WHOLESALE ORDERS WILL BE SHIPPED VIA COURIER
Yes we ship worldwide! Shipping costs are automatically calculated on the shopping cart page- All you need to do is enter your country and postcode and this will accurately show you exact shipping costs. The same 2-3 business day handling time applies to international orders. You will have the option of registered post or express post and each varies greatly based on destination.
All orders will be dispatched from our Australian warehouse.
Kozy Koala products are made by hand, with love and we put a lot of time into ensuring each item is perfect.
We do not cancel orders due to change of mind as once we have commenced manufacturing your items, we are unable to accept cancellations. We reserve the right to refuse to cancel orders, at our sole discretion.
We put a lot of love into our Kozy Koala products and we know you will love them as much as we do!
All products are carefully handmade and inspected for defects before they are shipped to you. If you receive your item and you believe it to be faulty please contact us within 24 hours at: firstname.lastname@example.org and notify us of your order number and the alleged faults. Please include corresponding photographs where appropriate.
If we believe you are eligible for a refund or exchange we require your goods to be sent to us within 5 days of original receipt. Goods must be unused and in new and saleable condition, including any original tags or packaging. Please also provide us with your original online receipt/email or tax invoice as proof of purchase. Please return your items using an insured and tracked method of postage. Kozy Koala will not action returns that do not reach us safely and on time. Customers will be responsible for return shipping charges.
After we inspect your goods, we will notify you as to whether a refund or exchange is appropriate. We reserve the right to refuse refunds or exchanges if we believe your product is damaged due to some misuse on your part, including non-compliance with care instructions. Assessing goods and processing refunds or exchanges is at our sole discretion.
If approved, refunds will be processed to your original method of payment within 5 business days. If an exchange will be provided, we will ship your new item to you as soon as possible.
Due to the fact that our products are handmade to order, we are unable to provide refunds or exchanges purely for change of mind. All items on our website are accompanied by detailed information including their dimensions. Please consider whether the specific product is right for you before confirming your order.