ORDERING
Whilst all efforts are made to ensure accuracy of description, specifications and pricing of each product there may be limited occasions where errors arise. Should such a situation occur KOALA will endeavour to rectify any problems as soon as practicable and in the best interests of our customers. In the event of an error, you will be contacted with a full explanation and a corrected order.
DELIVERY & RETURNS
KOALA’s returns policy has been set up to make the process as easy for our customers as possible. You must contact us regarding any necessary returns and be in receipt of a Returns Reason Form which can be found on the Advice Note sent out with every order. The Return Reasons Form must be completed, detached and sent back to us with the returned items. Failure to do so may result in KOALA not being able to process your refund. Returned products must be in fully re-sealable condition, their original packaging, with all instructions and all parts included.
EXCHANGE
If, when you receive your product(s), you are not completely satisfied you may return the item(s) to us, within ten days of receipt. Once the goods have arrived with us, returns will take approximately 5 working days for the process of refund or exchange to take place.
We strongly recommend that you fully insure your package that you are returning. We suggest the use of a carrier that can provide you with a proof of delivery. Please note that goods are customer’s responsibility until they arrive at our warehouse and KOALA will not be held responsible for items lost or damaged in transit.
All shipping back to KOALA is paid for by the customer. We are unable to refund your postal fees.
Any product returned, which is found not to be defective, can be refunded within the time stated above but will be subject to a 15% restocking fee to cover our administration costs. Goods found to be tampered with by the customer will not be replaced but returned at the customer’s expense.
If you are returning items for exchange please be aware that a second Posting and Packaging charge may apply.
NON-RETURNABLE
For reasons of hygiene and public health, refunds/exchanges are not available for used clothes or goods where cleanness and sterility is vital to the preservation of the product (however this does not apply to faulty goods – faulty goods will be exchanged or refunded as required).
Any returned products which are part of a discounted, or end-of-line range can only be returned for repair or refunded. No replacements will be made.
INCORRECT/DAMAGED GOODS
We try very hard to ensure that you receive your order correctly and in pristine condition. In the unlikely event that the product arrives damaged or faulty, or if you do not receive the correct products ordered please contact KOALA immediately upon receipt and this will be given special priority. The goods in question should be returned to us with a completed Return Reasons Form. After we have received it at our warehouse you can expect the delivery of the correct or exchanged item within 72 hours. We strongly recommend that you fully insure your package that you are returning. We suggest the use of a carrier that can provide you with a proof of delivery. Please note that goods are customer's responsibility until they arrive at our warehouse and KOALA will not be held responsible for items lost or damaged in transit. Any incorrect or damaged items received all delivery charges will be refunded back onto you credit/debit card.
DELIVERY SERVICE
KOALA try to make the delivery process as simple as possible and are able to send your order either to your home or to your place of work. KOALA uses the services of Royal Mail for the majority of its orders. However, heavier items or multiple orders may be sent via a reliable, outsourced logistics service.
Delivery times are calculated within the working days of Monday to Friday. If you order after 4pm, the next working day will be considered the first working day for delivery. In case of bank holidays and over the Christmas period, please allow an extra two working days.
Dependent upon which delivery method is chosen, we aim to deliver within 3 working days. However, due to high order volumes in certain time periods please allow 4 working days before contacting us. We will attempt to email you if we become aware of any unexpected delay.
All small orders are sent out via Royal Mail 1st Class packets post service. Other delivery options are available. Larger or heavier items will be sent via a reliable, outsourced logistics service. There will be no delivery charge for any orders which exceed £75.
Each couriered order will be attempted to be delivered twice. Failed deliveries after this can be delivered at an extra cost to you or you can collect the package from your local storage collection point. All failed deliveries by Royal Mail will be held at your local Royal Mail depot and a card should be left for you detailing this.
EXPORT RESTRICTIONS
At present, KOALA delivers goods within the UK. If you do live outside of the UK, or have a special request, please contact us so we can discuss your requirements and offer you a quote for postage.
PRIVACY NOTICE
This policy covers all users who register to use the website. It is not necessary to purchase anything in order to gain access to the searching facilities of the site.
SECURITY
We have taken the appropriate measures to ensure that your personal information is not unlawfully processed. KOALA uses industry standard practices to safeguard the confidentiality of your personal identifiable information which include ‘firewalls’. Our payment service provider is SagePay which secures all payment details and transactions.
During the payment process, we ask for personal information that both identifies you and enables us to communicate with you.
We will use the information you provide only for the following purposes:
* To send you newsletters and details of offers and promotions in which we believe you will be interested
* To improve the content design and layout of the website
* To understand the interest and buying behaviour of our registered users
* To perform other such general marketing and promotional focused on our products and activities
CONDITIONS OF USE
KOALA and its affiliates provide their services to you subject to the following conditions. The laws of England and Wales govern claims relating to including the use of, this site and materials contained.
If you choose to access from another country you do so under your own initiative and are responsible for compliance with the applicable local lands.
COPYRIGHTS
All content included on the site such as text, graphics, logos, button icons, images, audio clips, digital downloads and software are all owned by KOALA and are protected by copyright laws.
LICENCE AND SITE ACCESS
KOALA grants you a limited license to access and make personal use of this site. This license does not include any resale or commercial use of this site, any use of its contents, any use of any products and collections, any use of any product listings, descriptions or prices, any derivative use of this site or its contents, any use of its images or logos, any downloading or copying of account information, any use of data mining, robots or similar data gathering and extraction tools.
This site may not be reproduced, duplicated, copied, sold/re-sold or otherwise exploited for any commercial exploit without written consent of KOALA.
PRODUCT DESCRIPTIONS
KOALA and its affiliates attempt to be as accurate as possible in the description of each product. However, we do not warrant that these product descriptions, or other content, are absolutely accurate, reliable, or error free. From time to time there may be information on KOALA which contain typographical errors, inaccuracies or omissions that may relate to product descriptions, pricing and availability being incorrect.
We reserve the right to correct any errors, inaccuracies or omissions and to change or update information at any time without prior notice. (Including after you have submitted your order).
PRICES
Prices and availability of items are subject to change without notice. The prices advertised on this site are for orders placed and include VAT.
Please review our other policies posted on this site. These policies also govern your visit to KOALA.
