Shipping and returns

Shipping

Currently, we do not deliver to the UK or Canary Islands. 

Delivery times

Once we receive your order, it’ll be dispatched from our warehouse within 24 hours (weekdays). You’ll receive a link, via email, to track the delivery status of your order at any time. 

Delivery times are as follows: 

Italy: 1-2 working days
Spain, Germany, Austria, France: 3-5 working days 
Greece, Ireland, Croatia: 7-14 working days
Rest of the World: 4-7 working days 

Custom fees and duties 

When ordering from certain countries, delivery may be subject to custom duties and related fees. Please note that Koala Babycare has no control over any import duties as these are set by individual countries. 

Any custom fees or duties are the responsibility of the customer. 

Returns

Undamaged items can be returned within 30 days from order placement, (exception is for items with factory defects). Shipping costs are to be excluded from the refund.

We do not accept returns on personalised items.

How to return an item

To proceed with your return, fill in the return request form that you find below. 

WARNING: Free gift items in your order 

If free gifts were included in your order, then the free gift must be returned if minimum purchase amount for free gift eligibility is not reached after a refund. 
The free gift item must be returned undamaged and unused in its original packaging. In the event that the free gift item is not returned or is returned damaged and/or used, the full price of the free gift item will be deducted from your refund.

Digital items

For digital items, returns are free of charge and can be requested by sending an e-mail to help@koalababycare.com stating your order number and item name.

Cost

Shipping costs are customer’s responsibility.
The cost is €5 for Italy and the rest of Europe. The service is free for Spain and Portugal.
There is no such service available for non-EU countries. 

The only exception is for digital items, for which returns are free of charge (see above). 

How to prepare your item for return

Make sure that the items you are returning are “as sold” and have not been tampered with. 

Place the undamaged items you want to return in their original packaging and reuse the original postal package, or a package of the same dimensions, for delivery. Remove all previous postage labels from the outside. 

WARNING: the items included in the package must be the same as those listed in your return request email. Any items included inside the package but not listed on your return request email will not be refunded. 

Remember that your refund will be processed once the returned items have been confirmed as undamaged and in good condition. If this is not the case, Koala Babycare reserves the right to return the package without issuing a refund.  

Refund

The refund will be made within 30 working days after we receive your return item in our warehouse.  
Once we have received your goods at our warehouse and checked their condition, we will issue a refund via the same payment method used for the purchase.

A refund delivery charge will be deducted (see above for further details).

The accreditation on the account will take 5/7 working days depending on the bank. 

Faulty items

You can make a claim on products with visible factory faults by sending an email to help@koalababycare.com within 3 days of receipt, please include the order number and a photograph showing the defect. We will then arrange for a replacement item to be sent to you at no extra cost.

Exchanges 

We do not offer exchanges. If you want a different item, you must place a new order.