Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

As our products are made on-demand as per the customer's uploaded artwork, we will only offer refunds on products that either have a defect due to our manufacturing of the product or the incorrect product has been provided.

To complete your return, we require a receipt or proof of purchase.

Your Order

Please ensure you are happy with the placement of your uploaded image before placing your order. We do not alter or amend any artwork that is submitted through this website. No refunds can be given if wrong or incorrectly placed artwork is ordered.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Groupon Refunds (if applicable)

To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

As our products are made on-demand as per the customer's uploaded artwork, we will only offer refunds on products that either have a defect due to our manufacturing of the product or the incorrect product has been provided.

Please note that in the case of Groupon purchases we cannot offer refunds on orders placed without use of the Groupon Code. Please check to ensure your discount has been applied before ordering or contact us before purchasing if you experience issues.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@customkoala.co.uk.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@customkoala.co.uk 


Shipping
To return your product, you should mail your product to: Custom Koala, 36 North Ln, Aldershot, Hants, GU12 4QG

You will be responsible for paying for your own shipping costs for returning your item. If you receive a refund, the cost of return shipping will be deducted from your refund. Fco

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.