Returns

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RETURNS

Our no hassle returns policy is valid for 30 days from dispatch.
To return an item, simply contact us at hello@koalapups.co.uk. You’ll need to cover the cost of returning
your items (exceptions apply, see below) but we’ll send out exchanges at no further cost.
You’ll need to take to your nearest Post Office or use a courier to return the item.

You can return an item for exchange or refund. All we ask is that the item is in it’s original unworn and
unwashed state with any tags still attached. Trying on an item does not affect the item
(so long as you do not stain the item with makeup or deodorant)

Once we’ve received the order back you’ll receive an email confirming the refund or exchange is complete. Sale items are clearly marked and are non-returnable. We can not accept returns for personalised items, unless faulty. If you notice a mistake once you have placed an order, please contact us at hello@koalapups.Co.Uk and we will endeavour to correct your order.

EXCHANGES

If you wish to exchange an item(s) in your order, please contact us at hello@koalapups.co.uk within 30 days of dispatch.

Please note we can not offer exchanges on personalised items, unless faulty.

REFUNDS

For any items being returned for a refund, the payment will be processed on the same day the return has been processed and reimbursed to the original payment method.

If you paid with a debit or credit card please be advised that this can take 3-5 working days to show on your account.

If you paid with PayPal you will receive an email confirmation from PayPal to confirm your refund within a few minutes.

We can only authorise one return per order.

OTHER ISSUES

I’VE RECEIVED THE WRONG ITEM/ I’VE A FAULTY OR DAMAGED ITEM

We want you to be happy with your order, but if you’ve received an incorrect item, or a faulty or damaged item, then please contact us by emailing hello@koalapups.co.uk.

To allow us to resolve this as quickly as possible please provide photos to help us confirm any errors and we can usually have a replacement out within 48 hours without the need to return any faulty items. Please retain all packaging and labels received with
your parcel, otherwise you may invalidate any claim.

If we’re not able to confirm a fault and we require the items to be sent back to us then we will reimburse any postage costs incurred on faulty items.

I’VE RECEIVED TOO MANY ITEMS/I’M MISSING AN ITEM

Please contact us by emailing hello@koalapups.co.uk and we’ll look into this as soon as possible. If you’re missing an imported item please refer to your order confirmation for lead times.

CHRISTMAS RETURNS POLICY

We know that many items that are bought in November and December are Christmas gifts. We also know that as much as you might think that Dave wears a medium t-shirt, there is a chance that he is a large, or he just doesn’t like koalas as much as you think he does.

For this reason, any items purchased between the 1st November and Christmas are eligible for to be returned* either for an exchange or refund so long as a returns request is submitted before the 31st January 2022.

*All items must be returned in an ‘as new’ condition, with tags where applicable, unwashed and unworn (trying an item on does not class it as worn).

* We can not offer returns or exchanges on personalised items, unless faulty.

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