At Koala Home Shop, we want you to be completely delighted with your purchase. We take pride in curating quality home decor items that transform your house into a comfortable, stylish, and uniquely yours—a home. However, we understand that sometimes an item might not be quite right.

Our Policy

We offer a 15-day return or exchange policy from the date you receive your items. To be eligible for a return or exchange, your item must be:

  • In its original, unused condition
  • In the original packaging with all tags attached
  • Accompanied by your original order confirmation or receipt
Please Note: Due to hygiene and safety reasons, we cannot accept returns or exchanges on the following categories of products:
  • Bath Mats & Bath Towels (once removed from packaging)
  • Bed Linen & Bed Sheets (if packaging is opened)
  • Aprons (if used)
  • Candles & Fragrance items (for safety reasons once sealed packaging is opened)
All returned items will be inspected upon arrival. Returns that do not meet our policy will not be processed and will be sent back to you.

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact Us: Within 15 days of receiving your order, please email our customer care team at [email protected]. Use the template provided below to ensure we have all the necessary information to help you quickly.
  2. Wait for Approval: Our team will respond within 2 business days with a Returns Authorisation (RA) number and instructions on where to send your item. Please do not send anything back without an RA number.
  3. Ship the Item: Carefully package the item(s) in its original packaging and mail it to the address we provide. We recommend using a tracked shipping service as you are responsible for the item until it reaches our returns centre.
  4. Processing: Once we receive and inspect your return, we will process your exchange or refund within 5 business days.

Return/Exchange Request Email Template

Copy and paste the template below into an email to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Koala Home Shop Team, I would like to request a [return / exchange] for an item from my recent order. Order Number: [Your Order Number] Name: [Your Full Name] Email Address: [Your Email Address] Product Name: [Name of the Product You Wish to Return/Exchange] Reason for Return/Exchange: [Please provide a brief reason] I confirm that the item is in its original, unused condition and packaging. Could you please provide me with a Returns Authorisation number and the shipping address for the return? Thank you for your assistance. Kind regards, [Your Name]

Refunds

Timing: After we receive and approve your return, your refund will be processed within 5 business days. The time it takes for the refund to be credited to your original payment method depends on your financial institution’s processing times but is typically within:

  • Visa/MasterCard/JCB: 5-10 business days
  • PayPal: 3-5 business days

Method: Refunds will be issued to the original payment method used for the purchase. Please note that shipping costs are non-refundable. For exchanges, we will cover the standard shipping cost to send the replacement item to you.

Questions?

We’re here to help! If you have any questions about returning an item to our store, please don’t hesitate to contact our friendly customer service team at [email protected].

Thank you for shopping with Koala Home Shop.

Happy decorating!

The Team at Koala Home Shop