Refund policy

 


At Koala Blue, each piece is carefully prepared and shipped from Colombia. Because we do not currently have a physical presence in the United States, all sales are considered final unless otherwise stated below.


 

Refunds

 


We do not offer refunds for change of mind, incorrect size selection, delayed deliveries caused by the carrier, or any other non-quality-related reason.


If your order arrives damaged, defective, or you receive the wrong item, please contact us within 3 days of delivery at customercare@koalablue.co with:

 

  • your order number

  • clear photos of the item

  • clear photos of the packaging, if applicable

 


If the issue is confirmed to be our error, we will offer an appropriate solution, which may include a replacement, store credit, or refund at our discretion.


 

Exchanges

 


We may offer size exchanges only, subject to stock availability.


To be eligible for an exchange, the item must be:

 

  • unworn

  • unwashed

  • in original condition

  • with all tags and hygiene protections intact

  • free of makeup, deodorant, perfume, stains, or any signs of wear

 


Exchange requests must be submitted within 5 days of delivery.


Customers are responsible for the cost of sending the item back for an exchange. A $20 USD exchange processing and reshipping fee applies and is non-refundable.


We reserve the right to reject any exchange that does not meet the conditions above.


 

Final Sale Items

 


The following items are final sale and cannot be exchanged or refunded:

 

  • discounted items

  • promotional items

  • gift cards

  • accessories

  • any item marked as final sale

 


 

Shipping Costs

 


Original shipping charges are non-refundable.


If an exchange is approved, return shipping to us and reshipping costs are the customer’s responsibility unless the item was incorrect or defective due to our error.


 

Processing Time for Approved Exchanges

 


Once we receive and inspect the returned item, approved exchanges are processed within 3 to 5 business days. Delivery times for the replacement item may vary depending on destination and carrier.


 

Incorrect Shipping Information

 


Please make sure your shipping address is correct before completing your order. Koala Blue is not responsible for orders shipped to an incorrect address provided by the customer.


 

Refused or Unclaimed Packages

 


If a package is refused, unclaimed, or returned due to an incorrect address, failed delivery attempts, or customs-related issues, the order will not be eligible for a refund. Reshipment may be offered at the customer’s expense.


 

Order Cancellations

 


Once an order has been placed, we cannot guarantee changes or cancellations. If you need help, please contact us as soon as possible at customercare@koalablue.co

If we are unable to fulfill your order, we will cancel it and issue a refund in accordance with applicable requirements.


 

Contact

 


For approved return-related requests, please contact us at customercare@koalablue.co before sending anything back. Items sent without prior authorization may not be accepted.