We can accept the following terms of payment: PayPal / VISA / MasterCard . Please choose the suitable payment method according to your own situation.
Within 12 hours after placing the order, you can contact us via email email@example.com to revise or cancel the order. We will try our best to meet your requirements. However, if the order has been dispatched, it should be handled in accordance with our Return policy.
Return & Refund
To better serve you, Mama Koala does a strict quality check on all products after production, and takes photo documentation of orders before packaging and shipping.
If you have purchased diapers on our website and want to return it for some reason, please refer to our Return & Refund instructions and follow them to ensure a smooth return process.
The product can be returned within 90 days from the date of purchase. To qualify for a return, your item must be new, unused, unwashed, and in the same conditions as when you received it. It must also be in the original packaging.
Return shipping costs are the responsibility of the customer. Mama Koala is not responsible for return items that we do not receive. We recommend you use a carrier that offers tracking to verify and track the delivery of your package.
Once we receive your package, we will complete the refund within 3-7 working days. Please note: shipping charges are non-refundable. If the original order is eligible for free shipping, the actual cost will be deducted from the refund.
If you believe your products meet our returns guidelines please edit your order details and send an email to firstname.lastname@example.org. We will provide you with the corresponding solution to your problem, or the return address in the reply.
(*Special Note: Once you want to cancel the order after payment, please contact our company in time and inform us of your needs. If the order is unpackaged and no fees are incurred, we will not deduct any fees and refund them to you in full. But Mama Koala will not be responsible for any handling fees that may be charged by banks or payment platforms.)
Mama Koala does not offer exchanges if you ordered the wrong product. But you can follow the guidelines above to apply for return, and then place an order for the items you would prefer.
In the event that we sent you the wrong product, we apologize. Please contact us through instant chat or email, we will send you the correct product immediately.
Information required for return and exchange
Contact Information: Full name, Address, Email, Phone
Product Information: Order Number, Purchase Date, Product, Size, Quanlity etc.
Reason or explanation of return and exchange.