Refund policy
If you are not satisfied with your purchase and would like to return an item, please contact us at info@koalabrandjewels.com, stating your order number and reason for return. Please note that you have a period of 30 days from receipt of your order to make your return, after this period the product will not be accepted for return. If you decide to return an order, you will be responsible for the shipping costs.
Our customer service team will review your return request and send further instructions if the return is approved. Returned items must be in their original packaging, including any accessories, manuals and documentation.
Returned items must be unused, in the same condition in which we sent them to you and in their original packaging. Stains, bent books, torn stamps or torn plastic wrap will not be accepted. If the condition of the returned product is not acceptable, we reserve the right not to return or exchange it. Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, products purchased incorrectly and products damaged due to mishandling by customers. Koala Brand reserves the right to refuse any returns.
WHAT SHOULD I DO IF THE RECEIVED PRODUCT IS DAMAGED OR INCORRECT?
Please contact our customer service team at info@koalabrandjewels.com to initiate the return process. Please include the following information:
Order number
Proof of purchase
Video or photo of the product to be returned (if applicable)
Full shipping address
Telephone number
In some cases, you may be asked to include a video or photo of the defective product as proof of purchase to allow us to refund or replace the product.
HOW LONG DOES THIS PROCESS TAKE?
Processing returns can take up to 14 working days from the day we receive the returned product. We will send you a confirmation email once your return has been processed. For returned items, a full refund will be given for the returned goods. For non-defective items, the refund excludes all shipping and handling costs...
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to your card issuing bank within 14 working days of receipt of the returned item or cancellation request. Please contact your card issuing bank if you have any questions about when the credit will be credited to your account.
If you have not yet received a credit for your return, here's what to do:
Contact your bank or credit card company. It may take some time for the refund to be credited to your account.
HOW CAN I CHANGE OR CANCEL AN ORDER?
We allow you to change the details of an order or cancel an order within 12 hours of purchase. To do so, please send an email to our address info@koalabrandjewels.com indicating your order number and your purpose, our service will be happy to help you.
Our customer service team will review your return request and send further instructions if the return is approved. Returned items must be in their original packaging, including any accessories, manuals and documentation.
Returned items must be unused, in the same condition in which we sent them to you and in their original packaging. Stains, bent books, torn stamps or torn plastic wrap will not be accepted. If the condition of the returned product is not acceptable, we reserve the right not to return or exchange it. Products that have been personalized cannot be refunded or exchanged.
Non-returnable items include items purchased through retailers, products purchased incorrectly and products damaged due to mishandling by customers. Koala Brand reserves the right to refuse any returns.
WHAT SHOULD I DO IF THE RECEIVED PRODUCT IS DAMAGED OR INCORRECT?
Please contact our customer service team at info@koalabrandjewels.com to initiate the return process. Please include the following information:
Order number
Proof of purchase
Video or photo of the product to be returned (if applicable)
Full shipping address
Telephone number
In some cases, you may be asked to include a video or photo of the defective product as proof of purchase to allow us to refund or replace the product.
HOW LONG DOES THIS PROCESS TAKE?
Processing returns can take up to 14 working days from the day we receive the returned product. We will send you a confirmation email once your return has been processed. For returned items, a full refund will be given for the returned goods. For non-defective items, the refund excludes all shipping and handling costs...
WHEN WILL I RECEIVE MY REFUND?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to your card issuing bank within 14 working days of receipt of the returned item or cancellation request. Please contact your card issuing bank if you have any questions about when the credit will be credited to your account.
If you have not yet received a credit for your return, here's what to do:
Contact your bank or credit card company. It may take some time for the refund to be credited to your account.
HOW CAN I CHANGE OR CANCEL AN ORDER?
We allow you to change the details of an order or cancel an order within 12 hours of purchase. To do so, please send an email to our address info@koalabrandjewels.com indicating your order number and your purpose, our service will be happy to help you.