SHIPPING & RETURNS
SHIPPING POLICY
Processing & Dispatch
At KoalaRock, we aim to process and dispatch orders as quickly as possible. Orders are typically processed within 1-3 business days (Monday to Friday, excluding public holidays). During peak periods or promotional events, processing times may be extended slightly.
Once your order has been dispatched, you will receive a confirmation email with a tracking number to monitor your delivery.
Shipping Options & Delivery Times
We offer the following shipping options within Australia:
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Standard Shipping – Estimated delivery time: 3-7 business days
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Express Shipping – Estimated delivery time: 1-3 business days
Please note that delivery times are estimates only and may vary due to factors beyond our control, such as carrier delays, weather conditions, or high-demand periods.
For international shipping inquiries, please contact us before placing an order.
Shipping Costs
Shipping rates are calculated at checkout based on your location and selected shipping method.
We offer free standard shipping on orders over $150 within Australia.
Address Accuracy
Customers are responsible for ensuring that all shipping details entered at checkout are correct. Once an order has been processed, we are unable to make changes to the shipping address. If an order is returned due to incorrect or incomplete address details, the customer will be responsible for re-shipping costs.
Lost or Delayed Parcels
While we take all reasonable steps to ensure timely deliveries, KoalaRock is not liable for delays caused by shipping carriers or lost packages once they have been dispatched. If your order has not arrived within the estimated timeframe, please check your tracking details or contact us for assistance.
RETURN & EXCHANGE POLICY
At KoalaRock, we stand by the quality of our products and want you to be completely satisfied with your purchase. If for any reason you need to return or exchange an item, we offer a 30-day return and exchange policy, subject to the conditions outlined below.
Returns & Refunds
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Items must be unused, unwashed, and in their original condition with tags still attached.
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Returns must be initiated within 30 days of the original purchase date.
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Customers are responsible for return shipping costs unless the item is faulty or incorrect.
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Refunds will be issued to the original payment method once the returned item has been received and inspected.
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Sale and clearance items are final sale and cannot be returned unless deemed faulty.
Exchanges
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If you need to exchange an item for a different size or colour, please contact us to confirm stock availability before returning your item.
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Exchanges are subject to stock availability. If the requested item is unavailable, a refund or store credit will be issued.
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Customers are responsible for the shipping costs of returning the original item and receiving the exchanged item.
Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us at info@koalarock.com.au within 7 days of delivery with the following details:
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Your order number
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A description of the issue
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Clear photos of the faulty or incorrect item
Once we assess your request, we will arrange for a replacement, refund, or store credit at no additional cost to you.
How to Return an Item
To initiate a return or exchange, please email us at info@koalarock.com.au with your order details. Once your return is approved, we will provide you with the return address and further instructions.
Please note: KoalaRock is not responsible for lost returns. We recommend using a trackable shipping service when sending items back.