Shipping and Returns

Dispatch times

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.

International Orders

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.

Failed delivery

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.

Returns

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 must be informed of your wish to return an item within 14 days of delivery and we must be in receipt of the package within 21 days of delivery.
  • Your item must be unused and in the same condition that it was sent to you. It must also be in the original packaging.
  • You must enclose a note within the box with your name and order number on. Any items returned to us without this information cannot be refunded.
  • You will obtain proof of postage for your return. We advise that you consider using a trackable shipping service and purchase appropriate insurance as you are responsible for the items lost or damaged in transit.
  • The direct cost of returning the goods is your responsibility unless previously otherwise agreed.
  • You package the items appropriately when returning your order. Any items that arrive with us damaged or broken due to insufficient packaging will not be refunded.
  • For international returns, it is your responsibility to cover any import duties that may arise when returning your order.

Exchanges

We accept exchanges with the following terms:

  • We must be informed of your wish to exchange an item within 14 days of delivery and we must be in receipt of the package within 21 days of delivery.
  • Your item must be unused and in the same condition that it was sent to you. It must also be in the original packaging.
  • You must enclose a note within the box with your name and order number on. Any items returned to us without this information cannot be exchanged.
  • You will obtain proof of postage for your return shipping. We advise that you consider using a trackable shipping service and purchase appropriate insurance as you are responsible for the items lost or damaged in transit.
  • The direct cost of returning the goods is your responsibility unless previously otherwise agreed.
  • You package the items appropriately when returning your order. Any items that arrive with us damaged or broken due to insufficient packaging will not be refunded.
  • Your item will only be exchanged once it has arrived safely with us in the same condition as it was sent. Please note that we will have to charge for the delivery of the alternative item.
  • For international exchanges, it is your responsibility to cover any import duties that may arise when returning your order.

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.

Cancellation Policy

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.