Q. Can I get a catalogue with all your products?
A. As we are a new online store, we are currently working on the next season's catalogue. Once it is available we will allow you to request it from our site.
Q. What methods of payment do you accept?
A.You may only place an immediate online order using your credit card. Otherwise, you can request a printable order form and mail or fax it to us. We also accept international PayPal payments, and cheque/money orders from within Australia. Please contact us to arrange an alternative method of payment.
Q. What types of shipping methods do you provide?
A. We provide postal delivery around Australia, and both registered and regular Air Mail shipping worldwide. However, there are certain conditions for each product. Please read our in-depth shipping information.
Q. Is my order insured for delivery?
A. During the checkout process you are given the option to insure your items. Registered shipping costs slightly more than regular shipping; however, if you select regular shipping and your parcel is lost in transit, we cannot be held liable. Also, please note that not all products can be insured and not all destination countries have registered shipping.
Q. Are there any additional duties or taxes?
A. Your order may be subject to import duties, taxes and custom processing fees in your country. If you are unsure whether your parcel could be subject to any additional fees or duties you should contact your local customs or postal authority. Such fees are solely the responsibility of the parcel recipient and are not covered by Koalabi.
Q. How can I cancel my order?
A. Please be aware that your order placement is a legally binding contract wherein you agree to purchase the item of your choice and have your credit card or other account billed by us. Should you need to cancel your order for any reason, we will be required to charge you AU$25.00 to cover administration and restocking fees. This can only be processed from the time your order is received to the time it is packed and ready to be picked up by our courier. Please note: we cannot cancel orders that are packed and picked up by our courier for delivery.
Q. How can I make an exchange or return my order?
A. Please read our exchange and refund policies for more info.
Q. What is the warranty on your products?
A. The warranty applies to defective / faulty products only and lasts only one year from the date of purchase. If you unfortunately receive a defective product from us, please contact us first and explain the problem. We will usually ask you to return the product to us for a replacement. We take no responsibility for returns lost in transit, and we recommend the item be delivered by registered / trackable shipping. If it is not deemed defective the product will be returned at the customers expense. Please read our exchange and refund policies for further details.
Q. Are your boots made from pure Australian sheepskin?
A. Yes. We use only the highest quality sheepskin that provides strong outer suede, yet soft inner fleece.
Q. Can I wear your Koalabi boots barefoot?
A. Yes. The inner fleece is specially treated to provide you the best experience when wearing the boots barefooted.
Q. How can I be sure that the size will fit me?
A. Please check our sizing chart. If you are still unsure, please contact us for further assistance.
Q. Do the boots become damaged if you fold over the top to reveal wool?
A. No. The sheepskin is soft and flexible enough to allow you to fold over several inches of the top of the boot. Though be aware if you leave it folded over for a long period of time, the area at which it folds may become creased.
Q. How do I care for my Koalabi boots?
A. Please read through our care page for general instructions on caring for your Koalabi boot products.
Q. I have a different question!
A. If you cannot find the answer you are searching for in any of our information pages, feel free to contact us with any feedback, praise, problems or complaints. We are more than happy to help you out, though our reply may take several days as we investigate the solution to any problems or complaints.