FAQ SERVICE

If you wish to change your password or if you have forgotten it, please click on the following link:
https://www.koala.ch/en/customer/account/forgotpassword/

A reset e-mail will be sent to you automatically as soon as you have entered your e-mail address and clicked on the button

We only work with Swiss Post. An order can only be delivered to an address in Switzerland and Liechtenstein.

Delivery times are always indicated on the item page and on the order confirmation.

As soon as your parcel has been sent, you will receive a shipping confirmation containing the post's tracking number. Simply click on the link (from the end of the afternoon) to track your parcel. You can also track your order from your customer account:
- Log in using your login details.
- Click on ‘My orders’ and select the order concerned.
- In the summary table of items ordered, click on ‘Order Shipments’.
- Then click on ‘Track this shipment’.
If your tracking link doesn't show anything, don't worry, it simply means that the post office still needs a little time to scan the parcel.

All orders placed on www.koala.ch are dispatched free of charge from a purchase of CHF 50.00. For orders below CHF 50.00, shipping costs are CHF 4.90.

With the exception of items from our partner MyprivateBoutique, where shipping costs of CHF 4.90 are systematically charged.

If your order has been cancelled, this is usually due to a stock shortage or inventory error.
The items you have ordered can be very popular and it is possible that an item is out of stock just before you place the order. In rare cases, stock cannot be updated in our system in time and the item will be cancelled. We apologise for this.
If you have any doubts about the availability of items, you can contact Customer Services for a precise answer.

You can choose from a range of secure payment methods. This also applies to items from our partners. You simply select the payment method you wish to use when placing your order. Our payment methods are:
- Twint
- Credit/debit card (Swiss)
- PayPal
- Postfinance E-Finance
- Postcard
- American Express
- Bank prepayment
- Invoice (CembraPay)

Our customer service team has no way of modifying the payment methods offered to you when you validate your order. To protect the confidentiality of your data, we are not in a position to know exactly why this payment method is not offered.

However, if you would like more information about this refusal, you can send an email to [email protected] or click on the link https://www.intrum.ch/fr/consommateurs/a-propo-d-intrum/protection-des-donnees/formulaire-pour-l-explication-de-l-evaluation-de-credit/  

You will need to send a copy of your identity document, however, and you will receive a reply within 30 days of the request.

If you have any questions about billing, please contact our partner CembraPay directly on +41 44 551 46 70 or e-mail [email protected].
You can also find their general terms and conditions by clicking on the link below:

https://cembrapay.ch/en/terms/cp 

Don't worry, the invoice has been sent to you by e-mail directly by our partner CembraPay (it may be in your spam folder). Please note: if you wish to receive your invoice by post, CembraPay will automatically charge you a supplement of CHF 4.25

We will accept your return within 30 days from the date of dispatch of the order.

To return your item free of charge, simply fill in the returns form and stick the returns label on the parcel before sending it to the post office. 

This does not apply to the Manor marketplace, where the cost of returns is the customer's charge.

Items from our partner MyPrivateBoutique should be returned directly to their head office using their returns label. No prior registration is required.

We always enclose the returns form and the returns label in an enclosed envelope with the parcel. If you can't find it there, you can print your return label, simply log in to your customer account and click on the ‘my orders’ tab, then on ‘Download return label’. If you do not have a password to log in, simply click on ‘forgot password’ and you will receive a link allowing you to create a new one.

Yes, you can! However, the shop will not issue any refunds. They will simply forward your return to our head office. A credit note will be sent to you when the return is registered at our central warehouse.
Please keep the proof of return you received when you dropped off the parcel until you receive an e-mail confirming that we have received it.

As soon as we have received your return and registered it with our central office, we will automatically refund you using the payment method you used, or deduct the cost of the item from your invoice.

Bank prepayment: Please email us your IBAN number so that we can process the refund quickly. It may take up to 3 working days before you see the refund in your bank account.

Payment on invoice: The amount of the return is deducted from the corresponding invoice. You only pay for the items you keep. Don't forget to include any postage costs!

Credit card: The amount of the return will be refunded to your credit card.

Twint and PayPal: The amount of the return is refunded to your Twint or PayPal account.

Payment with E-finance (PostFinance) or PostFinance Card: Your order will be refunded to your PostFinance account.

Gift card: In the event of a return, the gift card will be credited again.

Payment at the cash desk: For all orders placed in-store, you can obtain a refund directly from the shop where the order was placed, or send us your IBAN by entering it on the returns form.

The refund depends on the method of payment chosen to pay for the order. It is processed immediately on receipt of your parcel and may take up to 5 working days to reach you, depending on your bank.

We undertake to take back all goods within 30 days of the date on which your order was shipped. It is understood that a refund can only be made if the items returned have not been worn, are whole and intact, in their original packaging and carefully packed in additional packaging (the shoe box itself cannot be used as postal packaging).

If your item meets these conditions, we will be happy to accept your return.

Unfortunately, it is not possible to return them in a single parcel. Please return each order or partial delivery separately. Please use the appropriate returns documents.

If you would like an item in a different size or colour, please contact customer service directly or indicate this on your returns form.

Have you ordered the wrong item or changed your mind? No problem! As long as your order has not yet been dispatched, you can cancel it by sending an e-mail to Customer Services.

In the event of a manufacturing defect, please contact our customer service department by e-mail, enclosing the number of the order concerned and photos of the defect. 
The guarantee does not cover normal wear and tear or the consequences of inappropriate use, failure to follow the instructions for use, poor maintenance of the product or deterioration by the customer, as well as defects attributable to external circumstances.

We guarantee that the goods supplied are free from hidden defects for a period of 2 years from the date of purchase.