Shipping & Returns

Last updated: 25 June 2026

This Shipping Policy applies to orders placed with Koala Ink Pty Ltd through our website, in-store, by email, or through any other order method accepted by us.

1.1 About Our Orders

Koala Ink creates personalised and custom-printed products. Because many orders are made using customer-supplied names, messages, photos, artwork or design instructions, production and delivery times may vary depending on the product, artwork approval, stock availability, print suitability and delivery destination.

1.2 Order Processing

We will begin reviewing your order after it has been placed. For personalised or custom products, production usually begins after:

• Payment has been received;
• All required names, messages, images, artwork or design instructions have been supplied;
• Any required artwork proof has been approved by the customer, and
• The product or customer-supplied item has been accepted by Koala Ink as suitable for production.

Koala Ink reserves the right to request additional information, clarification or replacement artwork where files are incomplete, incompatible with our production system, or otherwise unsuitable for printing. Production timeframes will commence only once all required information has been received and accepted by Koala Ink.

If we need further information from you, we may contact you by email, phone or SMS. Delays in receiving required information or artwork approval may delay production.

1.3 Production Times

Production times vary depending on the product, artwork complexity, order volume, stock availability and print requirements. Any production time shown on our website or communicated by our team is an estimate only, unless we expressly confirm a guaranteed timeframe in writing.

We will make reasonable efforts to complete your order within the estimated timeframe. Delays may occur due to artwork issues, stock delays, equipment maintenance, supplier delays, delivery disruptions, public holidays or circumstances outside our reasonable control.

If we become aware of a significant delay, we will contact you and discuss suitable options. This may include a revised production timeframe, substitution where appropriate, cancellation, refund, or another remedy required by the Australian Consumer Law.

1.4 Shipping Within Australia

We currently ship orders within Australia using Australia Post, courier services or another suitable delivery provider.

Available shipping options, shipping costs and estimated delivery times will be displayed at checkout, where available or provided before your order is confirmed.

Delivery times are estimates only and may be affected by the delivery provider, your location, public holidays, weather events, high-volume periods or other disruptions outside our reasonable control.

1.5 Delivery Address

Customers are responsible for providing a complete and accurate delivery address. Koala Ink is not responsible for delays or failed deliveries caused by incorrect or incomplete address details supplied by the customer.

If an order is returned to us because of incorrect address details, failed delivery or non-collection, additional delivery charges may apply before the order is resent, unless the issue was caused by Koala Ink or another remedy is required by law.

1.6 Click and Collect / Store Pickup

Where available, customers may choose to collect their order from our store. You will be contacted when your order is ready for collection. Please do not come to collect your order until you have received confirmation that it is ready.

You may be asked to show your order confirmation, proof of purchase or proof of identity when collecting an order.

1.7 Customer-Supplied Items

Where Koala Ink agrees to print on a customer-supplied item, the customer is responsible for bringing, delivering or shipping the item to us in suitable condition.

We may refuse to print on an item if we believe it is unsuitable, unsafe, too fragile, damaged, restricted, difficult to handle, or likely to produce a poor result.

We will take reasonable care when handling customer-supplied items. However, customer-supplied items vary in material, coating, age, surface condition, shape, colour and print suitability. Unless we have confirmed print suitability in writing, Koala Ink cannot guarantee the final print result on customer-supplied items. Further terms about liability for customer-supplied items are set out in section 3.10 of these Terms and Conditions.

Where reasonably requested by Koala Ink, the customer may be required to sign a separate acknowledgement confirming their understanding of the risk associated with printing on customer-supplied items before production commences.

Nothing in this clause limits your rights under the Australian Consumer Law.

1.8 Lost, Damaged or Delayed Deliveries

If your order appears to be lost, delayed or damaged during delivery, please contact us as soon as possible with your order number and any relevant photos or delivery information.

We will assist with reasonable inquiries with the delivery provider and assess whether a replacement, refund, repair or other remedy is required. Please keep all packaging and photos of any damage, as these may be needed to assess the issue.

Nothing in this Shipping Policy excludes, restricts or modifies any rights or remedies you may have under Australian Consumer Law.