Shipping and Returns
We aim to dispatch all orders within 24-48 hours. It is only in exceptional circumstances that this may not be possible, on which occasions we will always get in touch with you to let you know.
UK Mainland Delivery
Standard Delivery is £3 for smaller items, increasing in cost depending on weight and quantity.
Our parcels are sent by courier. Delivery times are 3-5 working days from dispatch. From experience, more often than not it is 3 days but this cannot be guaranteed with standard delivery.
If you miss the first attempt at delivery, the courier will make two further attempts over the next few days. The courier will attempt to deliver your package 3 times in total before returning the package to us. You will be provided with a tracking number after dispatch.
UK Express Delivery
Express Delivery is £7 for smaller items, increasing in cost depending on weight and quantity. This service is for the next working day, although dispatch is is 24hrs so this will likely add a day to the delivery date.
For international orders please contact us for a delivery quote. We will aim to get back to you within 24hours. Please use the contact form here.
If parcels are returned to us due to missed delivery attempts or a incorrect/incomplete address being provided to us then you will be responsible for the cost of re-delivery. Additionally, we cannot be held responsible for missing or lost items when incorrect/incomplete address details were provided.
We will always hope that you are 100% satisfied with your order but if for any reason you find you are not, please let us know within 14 days of receipt of goods and we will be happy to begin the returns/exchange process.
We accept returns with the following terms:
We accept exchanges with the following terms:
If you do wish to return your order, please send to: Koala Loves Tree, 45 Hathaway Lane, Stratford upon Avon, Warwickshire, CV37 9BJ.
Once we have received your item it will be inspected. You will then receive an email notification to let you know that it has been received and whether the refund/exchange has been approved or rejected. Please allow up to 10 days from date of receipt of goods to us for a full refund.
The following items cannot be returned or exchanged: Custom orders & Sale items
Faulty or Damaged Items
We really hope it does not happen, but in the event that you receive goods that are faulty or damaged, please notify us via email within 24 hours of receipt of delivery. Within your email please include clear photos of the fault/damage. We will then be in a position to discuss a replacement or refund for you.
Please DO NOT return faulty/damaged items without having email communication with us first. We are unable to refund any postage costs you may incur if you return faulty/damage items without prior agreement from us.
If you wish to cancel an order please contact us via email or the contact us page as soon as you can. If your order has already been dispatched (or made if it is a custom order), we will be unable to cancel it and therefore request that you follow the return instructions as above.