What is your Shipping Policy?

Koaala is a young start-up that is deeply passionate towards strict quality assurance. Hence, your order might take up to 7 business days to reach your doorstep. However, we are constantly striving to reduce this delivery time and deliver your order at the earliest. Koaala has partnered with 5 reputed courier companies that deliver to over 13,000 pin codes pan India.

What is your Return Policy?

Koaala offers a one week (7 day) return policy starting from the date of delivery. Please return the item(s) in original condition (unworn, unwashed, unaltered) with the tags, including koaala hangtags attached. Carefully review the Non-Returnable item(s) policy below to make sure your item(s) is/are eligible for return.

When is a product classified as a non-returnable items?

The following are not eligible for return/refund/exchange:

• Customised products (monogrammed/initials)
• Returns shipped to Koaala after 7 days of the original delivery date
• Damaged, washed, worn or altered items
• Missing tags, hand tags, and labels
• Accessories & Boxers
• Items marked sale
• Discounted items

Koaala reserves the right to determine eligibility for refunds and to update this policy at any time without notice.

What is the return process?

Once we receive your return request, please allow up to 10 business days for your return to be processed. You will receive an email confirmation when your refund has been processed and credited. Refunds will be credited to the original method of payment or in form of store credit directly into your wallet

In case of COD, amount of the item(s) to be returned will be added to your koala wallet or transferred to your bank account (you will be asked to submit bank account details upon initiating the return). Depending on your banking institution, it may take a few days to post the funds to your credit card account.

Koaala does not provide reverse pick up on orders purchased in sale or on any discounted products.

• Return case 1:  First reverse pick up is on us(non sale items) Subsequently after that In case Koaala arranges for a reverse pick-up, a fee of INR 250/- will be deducted from the refundable amount towards reverse logistics. Applicable only on online payment orders.

• Return case 2: In case the customer sends the item(s) to our warehouse, then no return fee shall be deducted and the original amount of item(s) will be refunded.

Instructions:

• Step 1: Raise a request for returns from the My Account section.
• Step 2: Ensure the item is unused, unwashed and has all original tags intact including the MRP tag.
• Step 3: Place the item in a sealed packet.
  
  For defective items – After your return request is raised from the My Account section, send us a photograph of the defective item (s) at [email protected] with the order number as subject of the email.
  
  
• Step 4: Upon receiving the return request, our representative will share further instructions.

*Koaala is not responsible for any return packages that are lost or damaged.

What is the exchange process?

Once we receive your exchange request (subject to availability of desired style/size), please allow up to 3 business days (Delhi/NCR) and 10 business days (non-Delhi/NCR) for your exchange to be processed. You will receive an email confirmation when the exchange has been initiated/processed. Koaala shall bear the cost of reverse pick-up for the 1st exchange request per order only.

All/Any item(s) on sale, are not eligible for exchange.

Instructions

• Step 1: Raise a request for exchange from the My Account section.
• Step 2: Ensure the item is unused, unwashed and has all original tags intact including the MRP tag.
• Step 3: Place the item in a sealed packet.
  
  For defective items – After the exchange request is raised from the My Account section, send us a photograph of the defective item (s) at [email protected] with the order number as the subject of the email.
  
  
• Step 4: Upon receiving the exchange request, our representative will share further instructions.