Orders placed with KULALA Living
are processed within 24-48 hours of receipt and may take up to 7 days for dispatch using our third-party logistics service. Our warehouse is located on the Gold Coast, Australia, and shipping times will vary based on your location.

Note that orders received after 12 pm on Fridays and over the weekend will be processed on the following Monday.

We work with different courier and transport companies to offer the best service. Once your purchase is processed, you will receive notification along with detailed information about the specific company handling your order.

Shipping times can from time to time vary and could be longer than usual. These delays are beyond our control and depend on the transportation company's operations.

You can see the shipping costs of your order once you have added all the products to your cart and before finalising the purchase. Shipping rates vary depending on your region and are calculated based on the volume, weight, and quantity of products and delivery location.

Here are the full details of our Shipping Policy.

Shipping costs will be calculated at checkout for customers in Metro VIC, NSW, and QLD.

For customers in SA, ACT, WA, NT, or TAS please contact us at hello@kulalaliving.com.au for a freight quote.

If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.

We're excited to announce our plans to offer our online shopping experience to international customers. While we're in the process of expanding, if you're located outside Australia and interested in making a purchase, please reach out to us at hello@kulalaliving.com.au. We'll be happy to assist you with shipping options and availability.

In the unlikely event your order arrives damaged from transport, please contact us within 48 hours of receiving your order for this to be assessed.

Please provide your order number, a brief description along with images of the damaged item/s via email.

Once this has been accessed, our team will be in touch to advise of the next step.

Yes, KULALA Living does offer refunds. According to our terms and conditions:

• Refunds can be processed if the return is initiated within 7 days of receiving the product.
• The returned items must be in as-new condition and include the original packaging.
• Refunds will be processed within 7 business days after receiving the returned items at our warehouse and will be returned via the original payment method.

However, please note that refunds are not applicable for clearance items, display items, or customised products.

You can request a refund within 7 days of receiving the product. Returns must be initiated within this 7-day period to be eligible for a refund.

You can get refunded under the following conditions:

1. 7-Day Return Policy: You must initiate the return within 7 days of receiving the product. The item must be in as-new condition with its original packaging to avoid a 20% repackaging fee per item.
2. Conditions for Returns: Clearance items, display items, or customized products are not eligible for returns, exchanges, or refunds.
3. Processing Refunds: Refunds will be processed within 7 business days after they receive the returned items at their warehouse, and the refund will be issued via the original payment method.

Therefore, to determine how much you can get refunded, ensure your item meets the return criteria specified (not clearance, display, or customized), initiate the return within 7 days, and ensure it is in as-new condition with its original packaging. The refund amount will be the original purchase price minus any applicable fees (like the repackaging fee if original packaging is not available).

Return Shipping Costs: Returns must be initiated within 7 days of receiving the product. Contact us through our customer care link to start the return process.

Faulty or Damaged Items: All our items are quality checked before leaving our warehouse, in the rare instance an item is found to be faulty, or damaged during transport, and the fault or damage is assessed and confirmed by KULALA Living and covered under warranty, KULALA Living will typically cover the return shipping costs.

If you need to make a warranty claim, please follow these steps:

1. Contact Customer Service: Reach out to our customer care team via our aftersales support page.
2. Provide Details: Clearly explain the issue with your product and provide any necessary information such as your order number, purchase date, and a description of the problem.
3. Follow Instructions: Follow any specific instructions provided by our customer service team regarding the next steps for your warranty claim. This may include returning the item or providing additional documentation.
4. Wait for Assessment: Allow our team to assess your claim. They will determine if the issue is covered under warranty and the appropriate resolution, which could involve repair, replacement, or refund.
5. Resolution: Once your warranty claim is approved, we will proceed with the agreed-upon resolution. This typically includes repairing or replacing the item, or issuing a refund if applicable.

At KULALA Living, we fully embrace the natural aging process of our products. We understand that over time, natural splitting, cracking, and the gradual loss of natural oils may occur. Rather than considering these occurrences as flaws or imperfections, we view them as inherent characteristics that enhance the distinct beauty of our items. They serve as a testament to the natural life and allure of the timber used in our creations.

Excessive humidity fosters the formation of mould, as restricted air circulation and moisture collaborate to establish a microclimate conducive to mould development. Furniture, clothing, and various household items may become susceptible to mould growth under these conditions. It is important to note that when mould appears, it is not necessarily a flaw inherent to the affected items; instead, the presence of humidity or dampness in the air can provide ample moisture for mould to flourish on any surface. Mould is not confined to specific locations and can manifest anywhere, with humid climates offering ideal conditions for fungi to proliferate on various surfaces.

To redeem a voucher or discount code, simply add the discount code when prompted at checkout. Please note, only one discount code can be applied to a single order and cannot be applied to a product that is already discounted. If you have any trouble applying the discount code, please contact customer service or send us a message on live chat and we will help you out. ♡

We recommend you follow us on Instagram @kulalaliving or
subscribe to our newsletter at the bottom of the page to receive any
information about sales or promotions.

Please follow our product care instructions listed here.

Yes, we do offer a warranty for our products purchased within Australia. Our warranty covers the replacement or repair of any product with a manufacturing or material defect, provided it isn't due to normal wear and tear or the natural characteristics of the materials used.

If you encounter a major defect, you are entitled to a replacement, refund, or compensation for any other reasonably foreseeable loss or damage.

Please note that this warranty is non-transferable and does not cover products sold as seconds, display pieces, repaired items, or those with known defects. For any warranty claims, you must retain your proof of purchase. Our warranty is in line with the Australian Consumer Law and other relevant consumer protection laws.

The warranty period begins on the date the goods are invoiced.

The warranty covers the replacement or repair of any product with a manufacturing or material defect that isn't due to normal wear and tear or the natural characteristics of the materials used.

Yes, the warranty does not apply to products sold as seconds, display pieces, repaired items, or those with known defects.

The warranty will not cover products if repairs are made or attempted by anyone not authorized by KULALA Living, if the product is not used or maintained according to the manufacturer’s instructions, if the product is used in a manner other than intended, if the product has been altered, incorrectly adjusted, subjected to improper or inconsistent electrical supply, or used with unsuitable accessories, if the product has been tampered with in any way, or if the product was not purchased directly from KULALA Living.

Contact KULALA Living through their customer care link to start the return process. You may need to return the product before a refund or replacement is issued.

Yes, the warranty does not apply to products sold as seconds, display pieces, repaired items, or those with known defects. It also excludes products not used as intended, improperly maintained, altered, tampered with, or purchased from unauthorised sellers.

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

We accept the following payment methods:

• VISA 
• Mastercard
• AfterPay
• PayPal
• Hmm
• Klarna
• Apple Pay
• Google Pay

All payment processing and vital customer information is quick, easy, and secure.

Learn more about our store's safe checkout experience here.

For more insight, you may also want to read the Terms of Service here or Privacy Statement here.

We accept payments from major credit card companies like Visa, Mastercard, and American Express.

Afterpay is a third-party payment option that enables you to purchase items now and pay for them later, through four equal and interest free instalments.

For more information and to read the full terms and conditions, please visit the Afterpay website here.