Frequently Asked Questions

Frequently Asked Questions

How much is shipping?

Shipping cost depends on your delivery region and your order value, and is shown at checkout before payment. Australia: free on orders of US$45 or more. All other available destinations, including the United States, Canada, the United Kingdom and the European Union: US$6.99 flat, free on orders of US$60 or more.

How long does delivery take?

We process orders in 1–3 business days, and delivery normally takes 5–10 business days after dispatch.

How do I track my order?

You will get a dispatch email with a tracking link. You can also use our Track Your Order page.

Do you provide an invoice?

Yes. An order receipt is sent by email for every purchase. If you need a copy or a formal invoice issued by Clarte Contabilidade LTDA (CNPJ 39.805.787/0001-02), email support@koalaclothco.com and we will send it.

Can I cancel my order?

Yes, if it has not been dispatched yet. Email support@koalaclothco.com as soon as possible and we will cancel and refund in full. Once dispatched, the order is handled as a return under our 30-day Refund Policy.

What is your return policy?

You can return an item within 30 days of receiving it. See our Refund Policy for the full procedure.

Who do I contact for help?

support@koalaclothco.com · +55 11 93385-7639 · Monday to Friday, 9:00–18:00 (BRT).