Shipping policy

Every Koala Softie is hand-finished and dispatched from our workshop at Office 9815, 321-323 High Road, Chadwell Heath, Essex, RM6 6AX, United Kingdom. This page sets out how, when, and where we ship - so you know exactly what to expect.

Order processing

Orders placed before 2:00 PM GMT on a business day are dispatched the same day. Orders placed later, or at weekends and UK public holidays, are dispatched on the next business day. You will receive a shipping confirmation email with tracking as soon as your koala leaves the workshop.

Delivery options & timelines

United Kingdom

• Standard (Royal Mail Tracked 48): 2–3 business days · £3.95 · free on orders over £40
• Express (Royal Mail Tracked 24): 1–2 business days · £5.95
• Next-day (DPD Next Day): 1 business day if ordered before 2:00 PM · £8.95

Europe

• Standard: 5–9 business days · from £9.95
• Express: 2–4 business days · from £15.95

Rest of the world

• Standard tracked: 7–14 business days · from £14.95
• Express tracked: 3–6 business days · from £24.95

Final shipping costs are calculated at checkout based on your address and basket size. All international orders are sent fully tracked.

Customs, duties & taxes

UK orders include VAT. For destinations outside the UK, you are the importer of record and may be charged import duties, taxes, or handling fees by your local customs authority. These charges are not included in your order total and are your responsibility. We are not able to mark parcels as gifts or under-declare their value - please do not ask us to.

Lost, delayed & damaged parcels

If your order has not arrived within 10 business days of dispatch (UK) or 21 business days (international), email support@koalasofties.com with your order number and we will open an investigation with the carrier. If a parcel is confirmed lost, we will send a free replacement or issue a full refund - your choice.

Damaged in transit? Send us a photo of the parcel and the koala within 7 days of delivery and we will sort it out, no questions asked.

Wrong or incomplete address

Please double-check your shipping address at checkout. If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange re-delivery at the original shipping rate.

Contact

Shipping questions? Email support@koalasofties.com or use our contact form. We reply within one business day, often much faster.