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Exchanging Products: What You Need to Know

At Koala, we aim to ensure your complete satisfaction with your purchase. If you find that your product isn't quite right for you or if you simply change your mind, we make the exchange process easy and straightforward. In this article, we'll guide you through the steps to successfully exchange a product, along with some important considerations to keep in mind.

Exchanges may be necessary for a variety of reasons, such as sizing issues, color changes, or even simply wanting a different style. At Koala, we understand that making the perfect choice sometimes requires trying a few options.

Follow these simple steps to exchange your product with Koala.

1. Check Eligibility: Ensure that your product is eligible for exchange. Products must be unworn, unwashed, and in their original packaging with all tags attached.

2. Gather Your Information: Have your order number and the product details ready. This information is essential for processing your exchange quickly.

3. Visit the Returns Portal: Go to the Koala Returns portal on our website. Here you will find the option for product exchanges.

4. Fill Out the Exchange Form: Complete the exchange form with the necessary details, including the product you wish to return and the new item you would like to receive.

5. Pack Your Product: Safely pack the product you're exchanging, ensuring it’s in the original condition with all packaging intact.

6. Ship Your Item: Depending on your selected method during the exchange process, ship your item back to Koala using the provided shipping label. Remember to track the package for your peace of mind.

7. Wait for Confirmation: Once we receive your returned item, we’ll process your exchange and send you a confirmation email. The new item will be dispatched shortly after.

Keep the following points in mind when exchanging products with Koala:

Exchanges must be initiated within 30 days of receiving your order.

If the item you want to exchange for has a different price, be prepared to either pay the difference or receive store credit.

Keep track of your exchange through our customer service portal for any updates.

If you have any questions regarding the exchange process or need assistance, don't hesitate to reach out to our customer support team. We're here to help you make the most out of your Koala experience!

Information on how to exchange products, including guidelines and procedures.

At Koala, we strive to ensure that every customer is completely satisfied with their purchase. However, we understand that there may be times when you need to return an item. Our return policy is designed to make the process as simple and hassle-free as possible. Below, you will find a detailed overview of our return policy, including eligibility, timelines, and the steps required for initiating a return.

To be eligible for a return, the following conditions must be met:

The item must be unused and in the same condition as you received it.

The item must be returned within 30 days of the purchase date.

The item must be returned in its original packaging, including any tags, labels, and accessories.

If your item meets the eligibility criteria, you can follow these simple steps to initiate a return:

Visit our website and log into your account.

Go to the 'Orders' section to find the order that contains the item you wish to return.

Click on the 'Return' button next to the item that you want to return.

Follow the prompts to complete the return request. You may be asked to provide a reason for the return.

Once your return request is submitted, you will receive an email confirmation with a return shipping label.

Print the label and affix it to your package.

Drop off the package at the designated shipping location mentioned in the email.

Once we receive your returned item, our team will inspect it to ensure it meets the return policy criteria. You will typically receive your refund or exchange within 7-10 business days after we process the return. Please note that the refund will be issued to the original payment method used for the purchase.

If you have any questions about our return policy or need assistance with your return, please feel free to reach out to our customer support team. We are here to help you!

Detailed information on our return policy, including eligibility and timelines.

Our Return Policy

Returns are a part of online shopping, and at Koala, we strive to make the process as seamless as possible. If you've purchased a product and it didn’t meet your expectations, you can initiate a return within our specified return window. This guide will walk you through the step-by-step process for returning a product.

Follow these simple steps to initiate your return:

Ensure that you are within the return window, typically X days from the date of delivery.

Find your order confirmation email or log in to your Koala account.

Ensure the product is in its original condition, unused, and in the original packaging.

Visit the Koala website and navigate to the 'Returns' section.

Fill out the required information in the return form, including your order number and reason for return.

Check your email for a return authorization and shipping label, if applicable.

Securely package the item in its original packaging and include the return authorization form, if provided.

Attach the shipping label and take the package to your nearest shipping carrier.

Keep the tracking number for your records and monitor the status of your return until it arrives back at our warehouse.

Once your return is processed, you will receive a confirmation email, and if applicable, a refund will be initiated according to our refund policy.

If you have questions or need assistance during the return process, feel free to contact our customer support team, and we will be happy to help!

A guide on the steps to take when initiating a return for a product.

Returns & Exchanges

Exchanging Products: What You Need to Know

Our Return Policy

How to Initiate a Return