FAQ

Frequently Asked Questions

If you need help at any time, our support team is here to assist you.

Customer Support
Email: info@koalajewelsbrand.com
Phone: +441289784013
Support Hours: Monday–Saturday, 8:00 AM–8:00 PM (GMT)
Business Address: Elite Digital Sales, 6650 Rivers Ave. Ste 100 Charleston, SC 29406

About Our Store

Who operates this website?

This website is operated by Elite Digital Sales.

What is your official website?

Our only official website is https://koalajewelsbrand.com/.
If you encounter other websites claiming to represent our brand, please contact us before making a purchase.

How can I contact customer support?

You can contact us by:

Email: info@koalajewelsbrand.com
Phone: +441289784013
Using the Contact page on our website

Orders

Can I cancel or change my order?

Yes, but only within 12 hours of placing your order.
To request a cancellation or change, email info@koalajewelsbrand.com with your order number as soon as possible.

I entered the wrong shipping address — what should I do?

Please contact us within 24 hours of placing your order. Once an order begins processing or ships, address changes may not be possible.

Will I receive an order confirmation?

Yes. After placing an order, you’ll receive an email confirmation.
If you don’t see it, check your spam folder or contact us.

Shipping & Delivery

When will my order be processed?

Orders are typically processed within 1–6 business days, excluding weekends and holidays.

How long does shipping take?

Estimated delivery times vary by demand and season:

Standard delivery: 12–20 days
High‑demand periods: up to 3–4 weeks

Do you provide tracking?

Yes. All orders include a tracking number once shipped.

Where do you ship from?

Orders may be fulfilled from different locations depending on inventory availability.

Do you ship internationally?

Shipping availability depends on the destination. If you’re unsure, contact us before ordering.

Will I have to pay customs fees or taxes?

Customs duties, import taxes, or local fees (if applicable) are the customer’s responsibility and vary by country.

My tracking hasn’t updated — is that normal?

Yes. Tracking updates can be delayed while packages move between carrier networks.
If there’s no update for an extended period, please contact us.

Returns & Refunds

What is your return policy?

You must contact us within 14 days of receiving your order to request a return.

How do I start a return?

Email info@koalajewelsbrand.com with:

Your order number
Reason for return
Photos (if applicable)

Do not return items without approval.

What condition must returned items be in?

Returned items must be:

Unused
In original condition
In original packaging

Customized or personalized items are non‑returnable.

Who pays for return shipping?

Return shipping costs are generally the customer’s responsibility unless otherwise approved.

What if my item arrives damaged or incorrect?

You must notify us within 24 hours of delivery.
Please include photos or video of the issue and your order number.

When will I receive my refund?

Approved refunds are issued to the original payment method and may take up to 14 business days to process.

Products & Materials

What does “silver” mean in product descriptions?

Unless explicitly stated as 925 sterling silver, references to “silver” may refer to color or plating rather than solid silver.

Are your products branded or logo items?

No. We do not sell branded or logo‑bearing products.

How do I choose the right size?

Sizing information is listed on each product page. If you need help, contact us before ordering.

How should I care for my jewellery?

Avoid water, perfumes, and chemicals
Store in a dry place
Clean gently with a soft cloth

Payments & Pricing

What currency are prices shown in?

Prices are shown in the currency displayed at checkout. Your bank may apply conversion fees.

What payment methods do you accept?

We accept major credit and debit cards and supported digital payment options shown at checkout.

Marketing & Communications

How do I unsubscribe from marketing emails?

Use the unsubscribe link in any marketing email.

Do you send SMS messages?

If you opt in, we may send order updates, cart reminders, and promotional messages.
You can opt out at any time by replying STOP.

Still need help?

If your question isn’t listed here, please contact us:

Email: info@koalajewelsbrand.com
Phone: 441289784013

FAQ