FAQ
So you bought it and… it’s not quite what you’d had in mind? That’s alright! You have 365 days to return your purchase for a full refund, as long as the product is in unused and resalable condition.
It's important to us that you're happy with your Koala Service purchase. If you're not totally satisfied, or simply just change your mind, you can return your products within 365 days. We will give you a full refund of the price of the goods that are returned with proof of purchase and, if possible, the packaging. We will refund you by the same method as your original payment for products. You can return any product, even if you assembled it, as long as it's in unused and resaleable condition. If the returns criteria are not fully met, we may refuse the return or offer an exchange or gift card.
You can reschedule or cancel your order on our website using the Track & Manage order tool. To update order details, please contact us.
Go to Track & Manage order to reschedule or cancel your order. The tool will ask you for your 9-digit order number and email/phone number. To change anything else about your order or if you cannot reschedule your order online, please feel free to contact us.
Please note Click and Collect orders cannot be updated once placed. Process any returns at the time of collecting your order or make any additional purchases when you visit in store. Please keep in mind that store Click and Collect orders cannot be modified after they have been placed. You can make any additional purchases when you visit in store or process any returns at the time of collection.
Track the progress of your delivery using our Track and Manage order tool.
Access our Track and Manage order tool .
Our delivery drivers will call you 30 - 60 minutes prior to arrival so ensure you have your mobile on you and switched on throughout the day.
For more information, you can get in touch with our team with your 9-digit (iSell) order number.
Stock availability is visible on every product page on our website. Choose your local store and stock levels will show for in-store, Click and Collect and for Delivery when you enter your postcode.
Most products viewable on our website are available to purchase online.
For products out of stock, information will appear on the product page on when it will be restocked after you have set your local store. Here, you can sign up to be notified by email of when the product will be restocked.
We strive to maintain availability of all items listed in our catalogue, however due to the success of a particular item or supply delays, it is possible that an item can be temporarily out of stock.
If your item has been damaged, contact our customer support team for assistance.
If you have received your order, and an item has arrived damaged, you can either visit a store with your affected product and receipt or order confirmation, or you can raise a claim from the Track and Manage Order page on our website, to have this issue resolved.
If you are not able to come into store, or unable to claim online, please contact our support team for assistance.
Please make sure you have your receipt or order number ready, as well as the name or article number of the product, when making your claim.
If a piece is missing from your product, please visit in store or get in touch with our customer service team.
Kindly contact our customer support team if something is missing from your product. Have your receipt or order number ready and indicate the item affected. If you have purchased delivery and have only received some of your order, please check your order confirmation to see if your items are coming via Parcel delivery. Parcel deliveries can at times be delivered in separate parcels on separate days. You should however receive all items on your order within 3 - 10 business days of your estimated delivery date.
The delivery and labour cost are automatically calculated and included in the final cost at checkout. Deliveries and collections are made within normal business hours between 9 am and 5 pm in a business day, and additional fees will be charged if Hirer requests for deliveries or collections outside such normal business hours (such request must be given at least 3 business days prior to the proposed delivery/collection date).