Can I change the address of an order I have placed?

 While we advise that you double check your shipping address before submitting your order, we are able to change it within two hours of receiving the order in our system. Please contact our customer service team to request an address change at:

Please note that addresses cannot be changed once an order has shipped. 


Can I pick up my order directly from the Custom Koala?

 Custom Koala does not offer direct collection at this time.


Can you deliver an order to two separate addresses?

Unfortunately, Custom Koala does not offer delivery to two separate addresses on one order. You will need to place two individual orders with separate addresses. 


How can I add or change a default delivery address?

To add or change your current default address, click My Account on the Custom Koala Page, then select ‘view addresses’ to add or edit addresses.


How can I contact the shipping provider?

When you place your order, you will receive a Fedex tracking number which you can use as your order reference should you need to contact Fedex directly. You can contact Fedex via phone or email through their website.


How fast will my order arrive?

Once your order has been shipped from Custom Koala, it should arrive with you within 1 - 2 business days. 

Please note that there can be shipping delays during peak times such as Christmas or during extreme weather. 


How much does shipping cost?

Please refer to our shipping page for detailed information on the cost of shipping: Click here


My order has been returned to Custom Koala, can you resend it?

 Please refer to our returns page for detailed information on our returns policy: Click here


What countries do you ship to?

Custom Koala currently only ships within the UK.


What do I do if my parcel is missing?

If you have not received your parcel, please first check the tracking to see if there have been any issues or delays with delivery. If you are unable to see any information regarding your missing order, please contact our customer service team to investigate at:


What shipping methods do you offer?

Custom Koala only offers delivery via Fedex.


When can I expect my order to arrive?

Once you have placed your order, Custom Koala aims to dispatch your order within 3 days (5 days if your order contains hot water bottles or cosmetic bags). Once your order has been dispatched, it will be delivered within 1-2 working days. 


Where can I find my tracking link?

Tracking details for your order can be found in the confirmation email you receive once your order has been dispatched. Fedex tracking numbers contain 12 digits.


Where will the product be printed?

Custom Koala is a UK based personalised gift company. All of our products are printed in our UK facility.


Will Custom Koala bundle my recent orders together in one shipment?

Due to the number of orders we receive, we are unable to consolidate separate orders going to the same address as one shipment.