Returns & refunds

We want you to love your koala. If you don't, we will make it right. This policy explains how to return an item, the timelines involved, and your statutory rights under UK consumer law.

The 30-day cuddle guarantee

You may return any Koala Softie within 30 days of delivery for a full refund, provided it is in unused, resaleable condition with its original tags. We understand cuddly toys get hugged - light, normal handling is fine, but heavy use, washing, or visible wear will mean we can only offer a partial refund.

Your statutory rights (UK)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving it, and a further 14 days to send the item back. This policy goes beyond your statutory rights - it does not replace them.

How to return an item

1. Email support@koalasofties.com with your order number and a brief reason.
2. We will reply within one business day with a pre-paid UK return label (or a return address for international orders).
3. Pack the koala in its original packaging where possible and drop it off at any Royal Mail post office.
4. Once we receive and inspect the koala (1–2 business days), we will issue your refund.

Refund timelines

Refunds are issued to the original payment method within 5 business days of receipt. Depending on your bank, funds may take a further 3–10 days to appear on your statement. We will email you the moment the refund is processed.

Faulty or damaged items

Every koala is inspected twice before it leaves the workshop, but if yours arrives with a manufacturing fault or transit damage, contact us within 7 days of delivery with a photo. We will send a free replacement or full refund - including any original shipping costs - at your choice. You will not be asked to return a faulty item at your expense.

Exchanges

We don't process direct exchanges - it's simpler for both of us if you place a new order and return the original for a refund. We will refund your original shipping charge if the return is due to our error.

Non-returnable items

• Personalised or custom-embroidered koalas (unless faulty).
• Items returned after 30 days from delivery.
• Items showing signs of heavy use, washing, or significant wear.

Return address

Koala Softies Ltd · Returns Desk · Office 9815, 321-323 High Road, Chadwell Heath, Essex, RM6 6AX, United Kingdom.

Please do not return any item without contacting us first - we will issue your return label and a return reference number so we can process your refund quickly.

Contact

Need help with a return? Email support@koalasofties.com - we reply within one business day.