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 
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

You can activate your return request by writing an email to help@koalababycare.com, make sure you include your order reference number and the name of the item you wish to return.

Cost

Shipping costs are customer’s responsibility.

What should I do?

• Send us your return back yourself.
• Use the collection courier service provided by Koala Babycare at a cost of: €5 for Italy, €10 for Spain, €5 for the rest of Europe.
  This service is not available for Portugal and non-EU countries.

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.

IMPORTANT: the items inside the package must be the same as those specified in your return email request. Any other items inside the package which have not been specified in the return email request will not be taken into consideration for a refund.

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 3 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.

For the latter, € 5.00 collection costs will be deducted. 

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.