Frequently asked questions

  • If I buy today, when will I receive my item?

  • What if the product does not meet my expectations?

    Your satisfaction is of utmost importance to us. Therefore, you can return your item to us within 30 days from the date of purchase for a full refund... although we’re certain you won't be able to live without it! 🙂

    See Returns and Refunds section via this link. 

  • What if the item I receive is damaged?

    No problem! Martina will help and send you a new replacement item within a few days. You can find all the information on this link.

  • What if I purchase the wrong product?

    If you have purchased the wrong product, send us an email at help@koalababycare.com, stating details of your order number reference as well as the item you wish to replace. If your order is still being processed, Martina will modify it with the correct item. If your order has already been dispatched, you will need to return the item and place a new order.
    Remember that all related return delivery costs are under customer responsibility.

  • What if I want to cancel my order?

    You can cancel your order while it is still being processed by sending an email to help@koalababycare.com.

  • Do the products come with an instruction manual?

    Yes, all products come with an instruction manual. In addition, you can find digital manuals for all our products on this link. 

  • I have a discount code but am unable to use it

    Only one discount code can be used at a time. It is not possible to apply a discount code to our product bundles (as they have already been discounted). 

    If the code you are entering is not valid, please check that it has not expired.

    If you need assistance, please contact us via the chat section of our website or by e-mail at help@koalababycare.com Martina is happy to help you! 

  • I would like to request a receipt

    To request a receipt, log into your customer area (if you do not have an account yet, you can create one). Enter your tax code, choose the order for which you would like a receipt and click on "DOWNLOAD RECEIPT".