Select your country to find out the cost of shipping
Shipping cost€4.70
Free for orders over €20.00
Currently, we do notdeliver to the UK.
Canary Islands Koala Babycare does not ship directly to the Canary Islands but relies on Syniva.
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
You can return a product within 30 days from the delivery date.
Shipping costs are not refundable.
We do not accept returns on personalised items.
How to return an item
To proceed with your return, please fill out the return request form found below (make sure to check the “return acceptance conditions” section first).
Remember: once your return request has been approved, you must ship the package within 3 days, otherwise the return will not be accepted.
Return Acceptance Conditions
We accept returns only for items that are intact, unused, and placed inside their original packaging, which must also be in perfect condition.
In the following cases:
missing or damaged original packaging
items that have been used, washed, stained, or damaged
items returned without prior return authorisation
items missing parts (including tags or labels)
we reserve the right to refuse the return or to charge the customer a percentage as a reconditioning fee.
For the external package, you may use the box in which you received your order or another box of similar size. Please remove all previous shipping labels from the outside.
Free Gifts Included in the Order
The free gift must be returned if minimum purchase amount for free gift eligibility is not reached after a refund.
Free gifts follow the same return conditions listed above: they must be returned intact, unused, and in their original packaging. If the free gift is not returned, or if it is returned used or damaged, the full retail price of the item will be deducted from the refund.
Digital products
For digital products, returns are free of charge and can be requested by sending an e-mail to help@koalababycare.com, indicating your order number and the product name.
Costs
Return shipping costs are €5 and are to be paid by the customer.
This service is not available for non-EU countries.
The only exception is digital products, which do not require shipping; therefore, their return is free of charge (see above).
If a parcel shipped to a pickup point is not collected by the customer, any shipping fees (if applicable) will not be refunded.
Refund
Once the returned item has been received in our warehouse and its condition has been verified, we will process the refund using the same payment method you used for the purchase (If you paid by cash on delivery, you will need to provide us with an IBAN so we can issue a bank transfer.)
The refund will be issued within 30 working days from the date the return is received at our warehouse.
A return shipping fee of €5.00 will be deducted from the refund amount (see above).
The credit will appear in your account within 5–7 working days, depending on your bank.
Faulty or missing items
You can make a claim on products with visible factory faults or for missing items 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.
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