ORDERS & shipping

We currently offer FREE standard shipping to our customers in mainland China, Hong Kong and Taiwan.

China & Hong Kong

For orders placed within mainland China and Hong Kong we are pleased to offer our customers FREE standard shipping. Once your order leaves our warehouse you will be notified by email that it is on its way.

Orders to mainland China and Hong Kong are despatched from our warehouse in Hong Kong. We use various carriers including EMS and HK Post to deliver your order as quickly as possible. Each of these carriers has varying speeds of delivery times, and therefore, the time taken for the goods to reach you once they have left our warehouse will depend on the carrier and your location.

For orders to mainland China and Hong Kong, please allow 7-10 business days for delivery.

Although we do our best to ensure you receive your order as quickly as possible, please note that we cannot give any guarantees on delivery times other than the guidelines supplied by the couriers. We do not accept responsibility for delays as a result of their error or if you or someone else is not available to accept the goods. We will assist you as much as we can to resolve any shipping issues speedily. We are committed to delivering excellent customer service.

Please note, due to the high demand for our products and fluctuating warehouse stock levels, on occasion we may advise a delivery date that falls outside the guidelines set out above.


Worldwide

We can arrange delivery to other countries upon request. Please send an email to orders@koala-hill.com.au to discuss your requirements. Our products and shipping can be paid for via direct bank deposit if preferred.


RETURNS

Always shop with confidence at Koala Hill Australia.

Returns & Exchanges

We do not accept returns and exchanges due to change of mind. However, if your product is damaged or faulty you may be eligible for a refund or exchange.


Damaged / Faulty / Incorrect Items

If the goods you receive are damaged or faulty, or not what you originally ordered we will be happy to exchange the items or offer you a refund.

This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location or onseller. In addition to this policy, your statutory rights remain unaffected under the relevant country's Consumer Law.


The Return Process

Step 1 - Complete the necessary documentation

Please click here to print the Returns Form and complete all required details, including the reasons for your return or exchange. Please note that we cannot accept returned goods that we reasonably believe have been used.

Step 2 - Return the product

Goods must be returned to us in their original condition within 14 business days of delivery. Please ensure that the returned parcel is properly sealed and that you have enclosed your completed Returns Form. Please be sure to indicate whether you require a replacement or refund.

Step 3 - Processing the return

Refunds and exchanges will be processed within 5 business days of receipt. Replacement products will be sent via standard shipping. Please allow 7-10 business days for delivery. You will receive a confirmation email notification or phone call from our customer service team.