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Policies and processes

In Koala We work to offer quality products that safely and comfortably accompany each baby through the first years of life.

 

These policies apply to all purchases made through our online store www.koalafeelfree.com, with international shipments managed from Bolivia.

Shipping and delivery times​
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  • Where do they ship to?

We ship worldwide through our partner DHL Express.​

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  • How do I know how much my shipment will cost?

Shipping costs are calculated at the time of purchase using a quote on the website, in local currency or USD.​

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  • How long will it take for my order to arrive?

Delivery times vary depending on the destination country and city, with an average delivery time of 7 business days. Once the order is processed, the customer will receive a tracking number to monitor their shipment.

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  • What happens if my order is delayed?

Koala is not responsible for delays caused by factors beyond the company's control (such as customs delays, national conflicts, natural disasters, or courier service delays).

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  • Do I have to pay any extra taxes when I receive my order?

Customs duties and taxes vary by destination country and may change without notice. Koala has no control over these charges, as they are levied directly by the local authorities in your country. If this happens, DHL will assist you.​

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  • Do they offer free shipping?

In some special cases, such as specific promotions or campaigns, certain products may include free shipping.

Warranty

 

  • All Koala products come with a one ( 1 ) year warranty from the date of purchase.

 

  • The warranty covers only manufacturing defects and does not apply to damage caused by improper use, drops, natural wear and tear, or product modifications.

 

  • To request a warranty evaluation, the customer must send photos or videos that show the defect, along with the order number.

 

  • If the case is approved, Koala will offer a product replacement, as appropriate.

 

  • Koala reserves the right to determine the validity of the claim after reviewing the material received.

Exchanges and returns​
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  • No changes or returns are accepted once the shipment has been made. 

  • The only exception to this policy applies to products with manufacturing defects, which are covered by the warranty (see point 2).

Customer service​
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Our support team is available Monday through Friday, from 8:30 a.m. to 5:00 p.m. (Bolivia time).

Our official contact channels are:

  • WhatsApp
     

  • Web chat
     

  • Koala's official social media accounts:

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Average response time less than 2 hours on business days.

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