Frequently Asked Questions


Purchasing
Can I update the details of my invoice?

Yes you can, simply send an email with request to sales@koalaliving.com and our customer service team will update the details accordingly.

Do you offer trade discounts?

Yes we offer trade discounts for several types of businesses. Please visit our trade program page for more information and sign up today!

Do you offer a discount for first time customers?

Yes! We occasionally offer an extra 5% off for first time buyers. Please sign up for our newsletter subscription to be notified of the discounts and offers.

Can I have an additional discount?

We typically run promotions throughout the entire year and the best way to keep track of our promotions is by subscribing to our newsletter and following us on our social media platforms.

Can I add an item to my order?

Yes. Customers can add items to their order if they have not already received their products. Your orders will be linked and delivered together, with one core delivery fee. There may be extra delivery charges associated with the additional products, depending on the quantity or size of these extras. Please note that by adding or making changes to your order, the estimated delivery time might be changed subject to availability.

Can I put my order on hold?

Yes, you certainly can put your order on hold. We can hold on to your products free of charge for up to 6 months. If you require us to hold your products beyond this period, a $5 storage fee will be charged per day thereafter. In order to place the order on hold, please email sales@koalaliving.com with your order number and estimated time frame.

My products now have a new price, can I price match?

Yes, for online store orders, we can match any promotional price, as long as you have not yet received your order. However, for membership prices, customers who have paid for their Luxe Membership fee will receive this discount only.

Why is my order suspicious?

You may receive an email from our team stating that your order has been flagged as ‘suspicious’. Our verification system is a process where new online customers who spend over $1000 are refunded a small amount back into their account to ensure it was certainly the person's name on the card that placed the order. Rest assured we do not necessarily consider your card to be fraudulent as long as the refunded amount can be identified. This is a normal procedure to make sure no one has stolen your card to make an unauthorised purchase. When we refund a small amount back into your account, only the person who owns the account will be able to verify what was sent. Your order can be verified by responding to the email. We will never ask for any sensitive information.

Can I cancel my order for a full refund?

Yes. You can cancel your online order at any time before the item has been packed by our Distribution Team or dispatched. In this case, you will receive a full refund. Please note that we can not issue a full-refund your order if it was made to order. For any customized goods, a termination fee of fifty percent (50%) of the total purchase value is applicable.

Why is my order cancelled by your system?

On very rare occasions, we might have to cancel your order and process a refund or store credit. This might happen due to below circumstances:

  • Some items in your order may be discontinued from our supplier;
  • Some items in your order may had incorrect price or description due to technical error;
  • The order triggers part of fraudulent prevention process and we have not heard back from you after attempted communication;
  • The order is not collected after 12 months of holding and we have not heard back from you after attempted communication;
  • Other reasons we believe to do so otherwise necessary or expedient.

Can online sales teams help me with my in-store purchase?

We will certainly do our best to answer any questions related to the products and their lead time. However for order adjustments or further order issues, we encourage you to contact the store directly or email our in-store purchase customer service team at cs@koalaliving.com.


Return and Warranty
Can I return my goods for change of mind?

Not exactly what you are looking for? No worries! For online orders you are welcome to return the goods for a refund, within 7 days of receiving the delivery. All returns must be in its original packaging. Please note that orders in below circumstances can not be returned:

  • Items that are no longer in their original condition and packaging;
  • Items which were made to order from special customized order;

How do I process the return?

Please kindly email our online service team via sales@koalaliving.com with the order number and the items which you wish to return. Please ensure the item is in its original packaging and ready to be collected. A team member will get back to you with following steps:

  • For large and heavy goods: We will contact the removalists to book a service trip;
  • For small goods: We will email you a return label. Repack your item in its original packaging, then print and stick your returns label to the box. Our delivery partners will collect the item from your home, and return it safely to us.
Once we’ve received your item, we’ll check that it’s in its original condition and packaging. A refund will be issued back to the original card or method of payment.

Can I return the item back to your showroom or warehouse?

Certainly! You can drop the goods off at your nearest store or warehouse. Please also notify us via sales@koalaliving.com when dropping the items off. Our staff will check that it’s in original condition and packaging. A refund will be issued back to the original card or method of payment.


Shipping
How long does shipping take?

Shipping lead times of your products will depend on a number of factors.

  • Your location
  • Our partner delivery companies schedules
  • The product shipment
Shipping timeframes differ Australia wide. We work with a number of delivery partners and courier companies in order to deliver nationwide; in some cases t his may be handed to a third party to ensure remote areas can be accommodated. As soon as your order has arrived at our Melbourne warehouse, we will notify you and either automatically book the delivery for dispatch, organise a mutually agreeable delivery time for bulky goods or help you select the best collection day for a Click & Collect order.

How much is shipping?

Delivery costs will vary based on the item(s) size, weight, location of delivery address and delivery partners’ rate. The shipping fee can be determined by entering your address at checkout.

I entered my postcode at checkout but it would not give me a shipping fee, what do I do now?

In the instance, your postcode is outside of our delivery partners’ delivery range. Please email sales@koalaliving.com with your postcode and the products you are interested in purchasing so that we can source an alternative delivery quotation for you.

Do you ship outside of Australia?

Currently, Koala Living does not ship outside of Australia. We reserve the right to decline or accept orders to certain locations. However you are more than welcome to email us via sales@koalaliving. com with the location and the products you are interested in purchasing, so that we can check if there’s any alternative delivery options for you.

Do you deliver to PO Box?

We cannot deliver to PO boxes or Parcel Lockers because they're usually too small to accept most of the items we sell. Most of our goods are delivered by courier or specialist furniture carrier directly to your door.

Can I organise my own courier?

Yes! Customers are more than welcome to organise their own courier. Please select ‘warehouse pick up’ at the check out. For collections, you will need to notify our online team at sales@koalaliving.com with authority that someone will be collecting on your behalf. For more info, please refer to the ‘warehouse collection’ section below.

Will all Items be delivered together or separately?

All items from your order will be shipped together when each item has become available to ship. If you would like for the available items from your order to be shipped separately, you are able to request this and make payment for the extra shipping charges associated with the second or consecutive deliveries thereafter.

What does delivery service include?

Online deliveries will only include delivering the products to your home. At your request, bulky goods can be unpackaged, assembled and have the packaging taken away. However, these are additional costs to be communicated and requested from the delivery driver on the day. If the order is being delivered by courier, they may only deliver to your doorstep.

Do you deliver upstairs (without lift)?

All Koala Living delivery is ground floor delivery. If the delivery is done by a furniture removalist, please check with the driver prior or upon delivery. An extra fee might occur for bringing items via stairs. If the delivery is done by courier, unfortunately they do not offer upstairs service.

Do you offer express/fast dispatching?

Unfortunately no, we use a standard delivery service with tracking details (when available) to help give our customers an idea of when their package is expected to arrive. For reasons outside of our control we are unable to arrange a specific date/time.

My order is damaged in transit, what should I do?

Unfortunately items are occasionally damaged in transit. If an item arrives and the packaging or the item itself is clearly and significantly damaged, you should take photos or video showing the damage and contact us via sales@koalaliving.com within 48 hours. We'll share your feedback with our delivery partners and suppliers to ensure our service and the quality of packaging is improved.

The type of remedy we offer will depend upon the circumstances. We will work collaboratively with you to find an outcome that you're happy with. For example we may arrange to:

  • Suggest a self repair (with an offer of compensation to you)
  • Arrange a repair by Leather Doctor (applicable for sofa / lounge only)
  • Offer a partial or full store credit voucher or refund
  • Replace the product (subject to availability)
  • Arrange for the product to be returned to us or supplier (we will cover the cost of return)

Do you offer free delivery?

Yes! We do offer free delivery for selective products such as homewares and non-fragile items to selected metropolitan areas within Australia. If a particular item is free shipping, you will be notified at checkout. Delivery is carried out by multiple third party couriers, therefore, when an item is dispatched from our warehouse you will receive tracking information and by using the couriers tracking website you will receive a more accurate delivery estimate. Please note that we cannot control the delivery schedules of these couriers e.g. day & time.


Click and Collect
I have selected Click and Collect, can I pick up from your showroom immediately?

Unfortunately we do not carry any stock in our display showroom due to limited space and OH&S reasons. Once the Click and Collect service is selected, we will transfer the available stock from our Melbourne distribution centre to the nearest showroom based on your location.

Wait times of each store pick up differs according to your chosen showroom. Please use below timeframe as a guideline:

  • VIC SHOWROOMS: 1 week
  • NSW SHOWROOMS: 2-3 weeks
  • QLD SHOWROOM: 2-3 weeks

When will my order arrive in store for collection?

The arrangement will take between 1 to 3weeks from the date of dispatch, depending on the location of your nearest showroom. Once the order arrives and is ready to collect, we will contact you by SMS to collect your order.

How long can the store hold my orders?

Due the limited capacity and for incoming orders for other customers, please collect within 1 week of the item arriving at the store. Otherwise your goods will be returned back to our warehouse in Altona North, Victoria.

Can I collect large items from your showroom?

Please note that Click and Collect is a goodwill service which we offer to benefit our customers in order to to save money and travel time. This service is for homeware and light items only. Due to each store’s limited storage capacity and OH&S reason, we may reject the collection for bulky and heavy items such as sofa, arm chairs, dining table, storage cabinet, bed, coffee tables or chair in large order quantities.

Will someone carry the items for me?

As much we love to help our customers, we ask you to please bring assistance with you for the collection of heavy items as there may not be assistance available upon collection. All staff in the store are sales assistants and they are not obligated to carry the items due to OH&S risks.


Warehouse Collection
What is your warehouse location and hours of operation?

Our warehouse is located at 30-64 Taras Ave, Altona North VIC 3025. Warehouse Open Hours: Monday, Tuesday, Wednesday 9am-3pm ONLY.

Do I need to book a collection time with you?

We are always here for you! No need to book a collection date or time. But please stick with our allocated collection hours (Mon-Wed, 9am-3pm).

Can I organise someone else to collect the orders for me?

Yes! Customers are more than welcome to organise friends and family, or their own courier. For collections, you will need to notify our online team at sales@koalaliving.com with authority that someone will be collecting on your behalf. Please ensure the person has a copy of the invoice upon collecting.

The item does not fit into my car, what should I do?

We can arrange alternative delivery options for you! Delivery fee is payable at the facility and the charge may depend on item size, weight and delivery location.