Koala Bear

Returns Policy

All full priced items shipped within Australia & New Zealand are eligible to be returned for refund* (see Return & Refund sections below for more details)

All international orders are final, we do not offer returns, refunds or exchanges for orders shipped outside of Australia & New Zealand. (see Shipping to Rest of World section below for more details.)

All current stock that has been discounted in any way including welcome discounts, flash sales or in season promotions is eligible to be returned for an exchange or credit note only.

All items in our Outlet section are final sale and are note eligible to be returned. 

Click & Collect

Online customers can elect to pick up their orders from our bricks & mortar locations in Sydney at 256 Oxford St, Paddington NSW 2021 

Simply select the Click & Collect service when checking out and you will be contacted to confirm that your order is packed and ready for collection.

Where stock is available Click & Collect orders are generally available to pick up within 2 hours of placing your order. however if you need this to be expedited please contact our office on 02 9045 7777 and will will do our best to accommodate. 

Shipping within Australia

Orders of $100 or over receive free standard shipping (excluding bulky goods).

Orders under $100 will be shipped by Standard Shipping with Tracking at a flat rate of $9.95 (excluding bulky goods). 

You may upgrade to Express Shipping for a flat rate of $15.95 (excluding bulky goods).

All orders sent within Australia are trackable and require a signature on receipt (unless requested otherwise by the customer)

Once your order has been dispatched you will receive an email notifying you along with a tracking number to track your order.

Shipping to New Zealand

Orders of $150 or over receive free standard shipping (excluding bulky goods).

Orders under $150 will be shipped by Standard Shipping with Tracking at a flat rate of $12.95 (excluding bulky goods).

You may upgrade to Express shipping for a flat rate of $15.95

All orders sent are trackable and require a signature on receipt (unless requested otherwise by the customer)

Once your order has been dispatched you will receive an email notifying you along with a tracking number to track your order.

All duties and taxes will be the responsibility of the customer.

Shipping to the rest of the world

Order of $250 or over receive Flat Rate Standard Shipping of $12.50 (excluding bulky goods).  Order of $250 or over can upgrade to Express Shipping for $22.50  (excluding bulky goods).

For bulky items a quote will be emailed once order is received and the customer can then decided to go ahead with the order or not.

Depending on your location this can be upgraded to Express Shipping for a fee which will be calculated at checkout.

Orders under $150 will have their shipping calculated at the point of checkout. (excluding bulky good).

Where possible orders sent internationally will be trackable. 

Once your order has been dispatched you will receive an email notifying you along with a tracking number to track your order where possible.

All duties and taxes will be the responsibility of the customer.

Returns within Australia

Returns will be accepted within 30 days of delivery for exchange credit note or refund. If 30 days have gone by since you received your purchase, unfortunately we can’t offer you a refund or exchange. 

To be eligible for a return, your item must be unused/unworn and in the same condition that you received it. It must also be in the original packaging or with the original tags still attached.

Some goods are exempt from being returned. We do not accept returns on furniture and hardwoods. These orders are strictly final.

Sale items and gift cards are also a non refundable, no returnable items.

To complete your return, we require a receipt or proof of purchase. 

Please do not send your purchase back to the manufacturer. 

For online returns please use this link https://360.postco.co/kidostore We will email you a return shipping label to attach to your package.

All returns within Australia are trackable. Returns will be charged at a flat rate of $12.95 (excluding bulky goods).

If you receive a refund, the cost of $12.95 for return shipping will be deducted from your refund. 

In the case or requiring an exchange please contact us to discuss the item you would like exchange for so that we can let you know available stock and hold the item for you.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

Please post all returns to 256 Oxford St, Paddington NSW 2021

Returns outside Australia

Please note that all international orders are final, we do not offer returns, refunds or exchanges for orders shipped outside of Australia & New Zealand.

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Please note that we do not refund items purchased through our Paddington or Byron Bay stores, only credits or exchanges will apply. Unless items deemed faulty.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@kidostore.com.

Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. All items purchased through our Outlet are final and cannot be returned or exchanged.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.