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Shipping, Exchange & Returns

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.

  • COD charges of INR 150/- are applicable on all cash-on-delivery orders.
  • A flat shipping rate of INR 100/-  is applicable on all orders below INR 1,000/-

Return Policy

Koaala offers a 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.

Non-returnable Items

The following are not eligible for return/refund:

  • Customised products (monogrammed/initials)
  • Returns shipped to Koaala after 7 days of the original delivery date
  • All items marked “SALE”. All DISCOUNTED items.
    • Sale/Discounted items also cannot be exchanged
  • Damaged, washed, worn or altered items
  • Missing tags, hand tags, and labels

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

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.

In case of COD, amount of the item(s) to be returned will be 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.

Return case 1: In case Koaala arranges for a reverse pick-up, a fee of INR 200/- will be deducted from the refundable amount towards reverse logistics.
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 (preferably the original Koaala packaging).
For defective items – After your return request is raised from the My Account section, send us a photograph of the defective item (s) at care@koaala.co 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.

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 for reverse pick-up for the 1st exchange request per order only.

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 (preferably the original Koaala packaging).
For defective items – After the exchange request is raised from the My Account section, send us a photograph of the defective item (s) at care@koaala.co with the order number as subject of the email.
Step 4: Upon receiving the exchange request, our representative will share further instructions.

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