FAQ

FAQ – KOALA LIVING & APPLIANCES

Frequently Asked Questions

🔹 Orders & Payments

How do I place an order?

Simply browse our store, add items to your cart, and proceed to checkout. Follow the prompts to complete your purchase securely.

What payment methods do you accept?

We accept secure payments via:

Can I cancel or change my order?

Orders can only be changed or cancelled before dispatch.
Please contact us as soon as possible after placing your order.

🔹 Shipping & Delivery

Where do you ship from?

We dispatch orders from our Melbourne warehouse Australia.

How long does delivery take?

Estimated delivery times:

Do you provide tracking?

Yes, once your order is dispatched, you will receive a tracking number via email.

Do you deliver Australia-wide?

We deliver to most locations across Australia. Some remote areas may have limited delivery options or additional fees.

Can I deliver to a PO Box?

Small items may be delivered to PO Boxes, but large items require a physical address.

🔹 Returns & Refunds

What if my item is faulty or damaged?

If your item arrives faulty, damaged, or not as described:

Can I return an item if I change my mind?

Yes, we accept change of mind returns within 14 days, provided:

Return shipping costs and a restocking fee 20% may apply.

How long do refunds take?

Refunds are processed after inspection and typically take 3–7 business days to appear in your account.

🔹 Warranty & Products

Do your products come with a warranty?

Yes, all products come with a one year manufacturer’s warranty, in addition to your rights under Australian Consumer Law.

What if parts are missing or damaged?

Please contact us with photos and details. We will arrange replacement parts or a suitable solution.

🔹 General Questions

Is my payment secure?

Yes, we use secure payment gateways and encryption to protect your information.

When can I contact you?

🕒 Monday – Friday, 9am – 5pm (AEST)

Do you follow Australian Consumer Law?

Yes, all purchases are protected under Australian Consumer Law.