Returns & Cancellations

At Koala and Joey, we want you to be completely happy with your purchase. If something isn’t right, we’re here to help.

If you wish to return a product, you can easily start the process by reaching out to our support team through WhatsApp or Instagram chat. Please use the provided link to share your order number, the item you’d like to return, and a brief reason for the return. Once we receive your request, we’ll guide you through the return steps.

Please note: Items must be returned in their original condition—unused, unwashed, and with all original packaging intact.

Need a different size or color? Or simply changed your mind? We understand! We’re happy to offer an exchange on eligible items.

To request an exchange, simply contact us through WhatsApp or Instagram chat using the same link. Share your order details and the item you’d like to exchange, and our team will help you with the next steps.

🚚 Important: For both returns and exchanges, the shipping costs (both ways) will be covered by the customer. We’ll provide you with the return address and shipping instructions once the exchange is confirmed.

We love offering great deals during our sale periods! However, please note that:

🛍️ Items bought on sale are not eligible for return or exchange.

This is because sale items are often limited in quantity and deeply discounted. However, if the product arrives damaged, has a manufacturing defect, or you received the wrong item, please contact us immediately.

📌 Use the WhatsApp or Instagram chat link to explain the issue with photos or videos, and we’ll assist you with the next steps.

Once your return is received and approved, we will begin processing your refund. Refunds may take up to 7 business days to reflect in your original payment method (UPI, bank account, card, etc.).

If it’s been over 7 business days and you haven’t received your refund, please don’t worry. Just reach out to us through WhatsApp or Instagram, and we’ll look into it for you.