Shipping policy

This website is operated by Elite Digital Sales, doing business as KOALA (“KOALA”, “we”, “us”, “our”).

All orders are processed within 1–2 business days after they are placed on our website, unless the order is placed on a weekend or public holiday. In those cases, the order will be processed on the next business day.

We always aim to deliver your order. However, during promotions and special offers, processing and delivery may be delayed due to high demand.

Once an order has been verified, it is processed within 1–2 business days and shipped to the delivery address provided at checkout. During promotions and special offers, processing may be delayed due to high demand and may take up to 6 business days.

All products leave our facilities within 1–2 business days after the order is placed (up to 6 business days during peak periods). We currently ship to the United States and the United Kingdom.

Shipping Costs

Standard shipping is free for all customers unless otherwise stated at checkout.

Carriers Used

We ship using Relay, Ervi, and Royal Mail, depending on destination and service availability.

Estimated Delivery Times (Average)

Standard shipping: typically, 12–20 days, depending on product demand.
Peak periods / exceptional circumstances: in some cases—such as high-demand periods (Black Friday, Cyber Monday, Christmas, etc.) or logistical disruptions—shipping may take 3–4 weeks.

If an order is confirmed as lost in transit or not dispatched, you may be eligible for a refund in accordance with our refund policy.

All shipments are insured and include a tracking number to help you monitor delivery.

If you do not receive your order within the estimated delivery timeframe, please contact customer service at info@koalajewelsbrand.com

Incorrect Address

If the customer enters an incorrect or incomplete shipping address and does not notify us immediately after placing the order (before the package is processed and shipped), and the package cannot be delivered as a result, a refund will not be available. Any reshipment will be at the customer’s expense.

Failed Delivery / Uncollected Packages

If the courier cannot contact the customer at the time of delivery, a delivery notice may be left (for example, in the mailbox or via a local pickup notification). If the package is not collected within 15 days (where applicable), it may be returned to the sender. In such cases, the order may be treated as abandoned/undeliverable, and a refund will not be available.

Address Changes After Shipment

Once an order has shipped, we cannot change the delivery address because shipments are handled by third-party carriers. The customer is responsible for any loss resulting from providing an incorrect address, moving after the order is placed, or similar circumstances.

Delays Outside Our Control

Factors such as carrier delays, logistical disruptions, and customs clearance may affect delivery times and are outside of our control.

Customs, Duties, and Taxes

Elite Digital Sales is not responsible for any customs fees, duties, taxes, tariffs, or other charges applied to a shipment. Any such charges are the responsibility of the buyer.

Shipping Origins and Destinations

We ship orders from the United States and China and deliver to the United States and the United Kingdom.

Contact

For questions or concerns about shipping and delivery, please contact us at: info@koalajewelsbrand.com

Phone: +441289784013

Additional Notices

We do not sell branded items, and our products do not include third-party brand logos.
Our returns policy is explained on our Refund Policy page.
By purchasing from our website, you acknowledge and accept this Shipping Policy. If the above conditions are not met, refunds may not be available.