How to return an item?

Standard Return Policy

Returns can be processed via email: info@koalaspain.com 

Returns are subject to the Koala Online Sales Policy. If you change your mind, you can return your purchase to us within 14 calendar days from the delivery date. This option is in addition to your legal rights as a consumer regarding the return of defective products.

If you wish to return the order or some of the items, please contact us via email: info@koalaspain.com 

You must provide us with the following information:

• Product image to verify status
• Web Order No.
• The full address where we can collect the items
• A contact telephone number
• The time at which you prefer the carrier to come

When we receive your email, we will provide you with an authorization number for the collection of material. Clearly indicate this number on the packaging of the items you are returning to expedite return processing. Customers who return items within this 14-day period must pay the cost of shipping plus a cost for collection and processing.

Estimated time to process the refund?

We will process the return once the items have returned and their condition has been verified in Koala's warehouses. The refund by transfer will take 5 to 7 days to become effective.

What happens if I receive a defective item or shipping error?

If you have any problem with your new product or believe it has a defect, please contact us by email: info@koalaspain.com as soon as possible to inform us. Contact us in the same way for any shipping error by the courier company, from Koala Online we will try to solve it as soon as possible.

Is an invoice sent along with the order?

Koala attaches the invoice generated from the website itself and its shipping note. If you register on the Koala website, you will be able to consult your invoices directly and print them.