Welcome to Koala Home Shop’s FAQ page! We’re here to help make your shopping experience as smooth and enjoyable as possible. Below you’ll find answers to our most commonly asked questions about our products, delivery, returns, and more.

Product Questions

What types of products does Koala Home Shop specialise in?
We specialise in affordable luxury home essentials that bring comfort and style to your living space. Our range includes high-quality bed linen, plush bath towels, elegant bathroom accessories, decorative artificial plants, practical bathroom caddies, and various other home décor items designed to transform your house into a cosy home.
Are your products made from quality materials?
Absolutely! We take great pride in our materials. For instance, our bed sheets are crafted from silky-soft Egyptian cotton, and our bath towels are luxuriously plush. Every product is designed with thoughtfulness and attention to detail to ensure it arrives in perfect condition and becomes a cherished part of your home.

Shipping & Delivery

Where does Koala Home Shop deliver?
We proudly ship our products worldwide! However, please note that we are unable to deliver to a small number of remote locations and certain parts of Asia. If you have specific concerns about your location, please reach out to our customer care team before placing your order.
What shipping options are available?
We offer two convenient shipping options:
• Standard Shipping ($12.95): Partnering with trusted carriers like DHL or FedEx, this option gets your order to you swiftly and securely. Delivery typically occurs within 10-15 business days after dispatch.
• Free Shipping: For all orders over $50, enjoy free shipping to your door via the extensive EMS network. Delivery typically occurs within 15-25 business days after dispatch.
All orders require 1-2 business days for processing and careful preparation before dispatch.
How can I track my order?
You will receive a confirmation email immediately after placing your order. Once your package is on its way, we’ll send you a shipping notification email containing your tracking information. This allows you to follow your parcel’s journey from our warehouse in Australia right to your doorstep.

Returns & Exchanges

What is your returns policy?
We want you to be completely happy with your Koala Home Shop purchase. If you’re not satisfied for any reason, you may return your unused items in their original packaging within 15 days of receiving your order for a refund or exchange. Please contact our customer care team at [email protected] to initiate a return.
Who pays for return shipping?
For returns due to our error or defective products, we will cover the return shipping costs. For returns based on customer preference, the return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service for your return.

Payment & Account

What payment methods do you accept?
We accept various secure payment methods for your convenience, including Visa, MasterCard, JCB, and PayPal. All transactions are encrypted and secure.
Do I need to create an account to place an order?
While creating an account can make future purchases faster and allow you to track order history, it’s not mandatory. You can check out as a guest if you prefer.

Contact & Support

How can I contact customer service?
Our friendly customer care team is always happy to help! You can reach us via email at [email protected]. We strive to respond to all inquiries promptly.
What are your business hours?
Our team is based in Australia and operates during standard business hours AEST. However, you can email us at any time at [email protected], and we’ll get back to you as soon as possible.

We hope this FAQ has been helpful. If you have any other questions, please don’t hesitate to contact us. Thank you for choosing Koala Home Shop to help create a space that is uniquely yours!

Happy decorating!
The Team at Koala Home Shop