Certainly! We offer a 14-day return policy on our products. If you’re not completely satisfied with your purchase, please contact us within 14 days of receiving your item, and we’ll be happy to assist you with the return process. Please note that return shipping costs are the responsibility of the buyer. Once we receive the returned item and confirm it is in its original condition, we will issue a refund minus a 20% restocking fee.

Yes – WE ARE OPEN FOR WHOLESALE! If you manage a bricks and mortar store OR an online store, you are welcome to APPLY for a wholesale account with Koolá.

WHOLESALE APPLICATION HERE

Koolá headquarters is located in Newcastle NSW and offers both free pick up or Australia Post shipping to retailers.

Yes we send you your tracking link to your email. Check your emails. First email confirms we have received your order through our website. Second email is sent to you after your payment has gone through and we have picked, packed and handed your parcel over to the Australia Post team. We include your tracking info into the second email however it will not become active until AU Post scans the parcel.

We dispatch all orders from Newcastle, NSW, Australia, within 2 business days after the payment has been processed. Rest assured, we provide a comprehensive tracking number that allows you to stay updated on the progress of your order. (Please note that we can only access the same tracking information).

Please understand that we do not own the courier companies and are unable to guarantee an exact delivery time.

If your order does not arrive after a considerable amount of time (7 working days longer than estimation) – check out our FAQ “Lost Orders” and learn about what you need to do.

We MAY be able to change the shipping address after you have ordered but this depends on whether we have already sent your order out. Contact us ASAP if you need to request this (no longer than 1 working day after you have submitted the order).

ALWAYS check the address before submitting your order. After the order has been handed over to the courier company it is no longer able to be changed.

If, by any chance, the parcel is returned to us and the items are still in a resalable condition, we will issue a refund for the order value minus the shipping cost (if there is one).

However, please note that we do not take responsibility for customers errors, so it is crucial to provide the shipping address carefully during the checkout process.

Yes of course, BUT you need to add their address into the order shipping address before you checkout the product. Changing your details to their address and name.

Rest assured we will not send any details of the cost of the product in the packaging for any of our orders as many people send as gifts directly.

Yes we do! We are located in the city of Newcastle in New South Wales Australia.

So many people from all around the world love our strong Australian themed products. We ship to most countries. Have a look at the shipping destinations after you add to cart you will be prompted with the shipping costs for each country.

In most cases shipping arrives at the earliest estimated times. Unless you are in a regional/rural area where the postal service is more commonly delayed.

Less than 1 % of orders experience shipping delays 7 working days longer than the latest estimated date. If your tracking estimated date is 7 business days longer than what is estimated by the shipping company than you need to follow these steps below.

For all Australian orders: fill out an Australia Post FORM FOR SUPPORT: https://helpandsupport.auspost.com.au/s/missing-or-lost-item
(Click to continue as a guest if you do not want to create an Australia Post account.)

Read about Australia Posts suggestions:
https://auspost.com.au/receiving/delayed-lost-or-damaged-items/find-a-missing-item

Please contact Koolá directly if you have no success with Australia Post. We find they wont deal with brands, and only deal with customers as they need to coordinate the investigation directly with the customers. They are quite fast and helpful and resolve the issues fast. But please do reach out to us if this is not the case. And make sure your email to us includes the communication you have had with AU Post.