Orders
How do I order?
Please order online by navigating to the product you want and click 'Add to Cart.' Then, follow the checkout prompts to enter your delivery address and make payment.
How many items are in stock?
Most products have excellent stock numbers. We utilise our own warehouse as well as our many supply partners warehouses throughout Australia.
Can I order more than you have in stock?
In general, yes! We have deliveries arriving every week from our suppliers.
We will restock most items with low or no stock within two weeks. Please order these items online to ensure you are first in the queue. We'll keep you updated via email if your items are on backorder.
I can't order the product I want, what's going on?
Sometimes we do not allow over-ordering of an item. The 'Add to Cart' button is not shown in this situation.
If this is the case, the lead time could be longer than two weeks. We suggest you order an alternative or similar product from us, or check back in a few weeks.
I can't find what I need, can you order it in for me?
In general, we love new product suggestions, and in some cases we might be able to help you out. Please use our contact form to submit your request.
I want to change or cancel my order
Change my order
If you wish to change the product/s you have ordered and your order has not been marked shipped, please contact us immediately with your full name and the item/s you wish to change.
Cancel my order
If you wish to cancel your order and your order has not been marked shipped you have 2 options.
Option 1: - Cancel your order for a store credit to be redeemed within 5 years and we will issue you with a store gift card to the value of your order PLUS an additional 10% bonus value.
Option 2: - Request a refund for your order. Refunds are subject to order dispatch status.
Shipping & Returns
Can I pick up my order or see products in person?
No, to maximise efficiency our warehouse is not set up to allow the pick up of orders. You can read more about our delivery process here.
What happens after I order?
Once you have ordered, we will instantly email you an order confirmation. Please check spam folders if you do not receive your confirmation.
Confirmation of your payment method on average takes 2 business days. Once your payment method has been received we then process your order to be shipped out from one of our warehouses in Melbourne or Sydney. We'll also email you a shipping confirmation and tracking number.
How do I track my order
Please follow this link to track your order
I placed my order and received notification 2 weeks ago, but I still haven't received my order.
That’s not normal at all. We’re sorry for the inconvenience this has caused but be assured that we’ll do our best to get to the bottom of this.
Please email sales@koalalamps.com.au or call 1300 456 237 (Mon-Fri 9am-4pm AEST) with your order number, and our online sales support team will help you out.