Once your order has been dispatched from our warehouse you will receive an email with tracking details. You can also check the status of your order by logging into your account.
Orders will be delivered between 8am – 6pm Monday to Friday. Please ensure that a person is available at your delivery address as a signature will be requested upon delivery. If an authorised person is not able to sign for your delivery the driver will leave a card and the delivery will be returned to the nearest collection centre for you to collect. Please ensure your delivery details are correct as we are unable to re-direct deliveries once your order has been dispatched. Original shipping charges are non-refundable and a re-delivery fee will apply.
When will my order ship?
Orders will usually ship in 3-7 business days within Australia (this does not apply to pre-orders). Shipping times indicated are approximations. While every effort is made to deliver your order as soon as possible, shipping times are not guaranteed.
Lost or damaged goods
If your order is lost or damaged in transit, please contact our Customer Care Team within 7 business days of placing your order so that we may assist you.
Taxes & duties
International shipping costs do not include any taxes or duties which may be applied by customs at the destination country and any duties or taxes incurred are the responsibility of the delivery recipient. Koala Comforts reserves the right to deduct any return costs incurred from the total return amount for orders that are refused at customs should duties and taxes be unpaid.
Please note that in accordance with Australian export regulations, we are required to declare the exact value of all items and identify the order as dutiable “merchandise”. We are also prohibited by law from identifying an order as a “gift” for export purposes, even if a customer has placed the order with the intention of delivery to a gift recipient.
For more information on taxes, duties and customs regulations please contact your local customs office directly.