FAQs
Shipping
Which countries do you ship to?
We ship worldwide. If the country you wish to ship to is not listed, please email us at koalalumpur593@gmail.com or call us at +34 654273487 and we will add it so you can complete your purchase.
What are the shipping costs?
You can check shipping costs in the Shipping and Payments section. You can also add all the items you want to your cart and complete the shipping address; at that point, you'll see the shipping costs. Shipping costs will be lower the higher the order value. Shipping to Spain is free for orders over €60.
Can I change my shipping details after I've placed the order?
Yes, you can change your shipping details as long as the order hasn't been shipped yet. To make the change, email koalalumpur593@gmail.com or call/WhatsApp +34 654273487.
How can I check the status of my order?
To check the status of your order, go to the "Order History" section in your account. Select the order and check its status (payment accepted, order shipped, etc.). You will also receive an email notification whenever there is a change in your order status.
Can I cancel an order once it has been shipped?
Once your order has been shipped, it cannot be canceled. Once you receive it, you can return or refuse the package. In either case, we recommend contacting our team as soon as possible. You can do so by phone or WhatsApp at +34 654273487 or by email at koalalumpur593@gmail.com
How long will it take for my order to arrive?
Deliveries to mainland Spain only are made within 24-48 hours or the next business day if the purchase is made before 1:30 PM. Deliveries to the Balearic Islands are made within 2 business days and to the Canary Islands within 3 to 5 business days.
For shipments to Europe, delivery will take 1 to 3 days. Delivery times may be longer for shipments to countries outside the European Union or to islands.
For international shipments, delivery takes 2 to 7 days. This timeframe may be extended by local customs and may be shorter depending on the destination country. More information here (shipping section).
*Delivery times refer to business days. They do not include local and/or national holidays, Saturdays and Sundays.
Do I have to pay upon receiving my order?
In Spain you will only have to pay if you have chosen the cash on delivery payment method; this payment must be made in cash.
Outside of Spain, if your country is not in the European Economic Area, you may have to pay duties or taxes levied by your government. These taxes vary from country to country and must be paid in full by the customer.
If your order is destined for the Canary Islands, you may also have to pay a customs duty depending on the value of your purchase. If you have any further questions about customs duties, please contact us via WhatsApp at +34 654273487.
Returns
For what reasons can I exchange or return a product?
You can exchange or return your purchase if you're not satisfied or need a different size. The product must be in perfect condition, in its original packaging, and brand new (original factory product). We do not accept returns of products that have been used, unsealed/removed labels, and/or reprinted.
How do I make an exchange or return?
Both the exchange and return procedure and its conditions are outlined in our policy, which you can access by clicking here. Please read it carefully, and if you have any questions, contact us by email at koalalumpur593@gmail.com
What happens if a product breaks or gets damaged?
Warranties are subject to the brand's terms, and they will determine whether or not it is a manufacturing defect. You can access the warranty policy and process your claim by clicking here.
How will I receive my refund?
You will receive your refund to the same payment method used for the purchase. If you paid by bank transfer or cash on delivery, please provide your account number so we can process the refund. Refunds may take 2 to 5 days.
Making the purchase
Is it safe to make an online purchase?
Shopping online is completely safe. Thanks to the security certificate, all your data is encrypted and private.
Do I need to register to make a purchase?
Yes, you need to be registered to provide your name, address, email, and billing address. We will only ask for essential information, and we will take all necessary security measures required by law to ensure its confidentiality.
How can I tell if the order was placed correctly?
Once you have made the payment, you will receive an email at the address you provided confirming your purchase (if you don't see it, please check your spam folder). If you are still unsure whether you have completed the payment, please email us at koalalumpur593@gmail.com or call us at +34 654273487.
What should I do if the payment is incorrect?
If you encounter a payment error, we recommend trying again, contacting your bank, or contacting us; we'll be happy to assist you. If you're purchasing from Latin America and your card continues to display an error message, we recommend trying PayPal.
My order has been cancelled without my request. What should I do?
The program has likely detected your purchase as fraudulent and, for security reasons, has automatically canceled the payment. The cancellation reason indicates that it was due to a risk of fraud.
If you place a new order, we recommend paying via PayPal to avoid triggering a fraud alert again. If you have any questions, please email us at koalalumpur5932@gmail.com or call us at +34 654273487.