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FAQ - FAQ - Existing Customers detail

Articles in this section
  • I’m having trouble activating or accessing my account
  • I need a different size. Can I swap the nappies I have at home?
  • I’ve ordered too many nappies. What should I do?!
  • I need more nappies ASAP!
  • What is your returns/refund policy?
  • When will my order be posted?
  • How will I know when my order has been shipped?
  • Can my box be packed with two different sizes?
  • Can I change the frequency of my deliveries?
  • Can I bring my next order forward or push it back?
  • Can I cancel my subscription?
  • I have an issue with the nappies that I’ve received
  • Do you sell wipes?
  • What's your packaging made from?
  • How can I support Comfy Koalas?
  • How do I add a promo code to my existing account?
  • How can I switch my existing nappy subscription to nappy pants?

I’m having trouble activating or accessing my account

Please get in touch with our friendly customer service team and they’ll help you get it sorted hello@comfykoalas.com.au

I need a different size. Can I swap the nappies I have at home?

Yes, you can exchange any unwanted, un-opened packets for a different size. Send us an email and we’ll generate a Return Shipping Label so you can post them back to us free of charge: hello@comfykoalas.com.au

I’ve ordered too many nappies. What should I do?!

Send us an email and we’ll generate a Return Shipping Label so you can post them back to us free of charge: hello@comfykoalas.com.au

 

You can exchange them for a different size or request a refund…whichever option you prefer.

I need more nappies ASAP!

Nappy emergency! Simply log in to your account and adjust the ‘next charge date’ to today/tomorrow/whenever you like.



Need a hand? Get in touch with our friendly customer service team and they’ll take care of it for you hello@comfykoalas.com.au

What is your returns/refund policy?

We have a 100% satisfaction guarantee. If you and your little koala are not COMPLETELY happy with the nappies you purchased, we’ll either refund every cent you’ve paid or send you a different size – which ever option you prefer.

 

(We'll even send you a Return ShippingLabel, so you’re not out of pocket for any postage).

When will my order be posted?

Orders are posted every morning, except for weekends.

How will I know when my order has been shipped?

You’ll receive tracking details from Australia Post as soon as your nappies are on their way.

Can my box be packed with two different sizes?

We don’t currently have this functionality online, but if you email our friendly Customer Service team, they’ll try to accommodate your request before your order is posted hello@comfykoalas.com.au

Can I change the frequency of my deliveries?

Of course you can! Subscriptions are automatically set to Monthly, however you can adjust the frequency to anything you like. We have some customers who like to receive their box every 3 weeks, and we have others who prefer every 2 months.

The frequency is entirely flexible.



It takes 15 seconds 🐨

When you make your first reoccurring purchase, you'll receive an email with your account information.

Step 1 Log into your account via the 'log in' icon, top right of our website

Step 2 Click 'Manage Subscriptions'

Step 3 Select the Subscription you want to edit by clicking 'Manage Subscription' next to it

Step 4 Review your frequency in the Frequency box. To edit this, click it (don't forget to take shipping time into account - this can take 2-4 business days).

Step 5 Select your new frequency and click 'Update.'

Et voila! All done.

Can I bring my next order forward or push it back?

All accounts are 100% flexible. Once you’ve logged into your account, you can change the next charge date, swap the sizes, cancel, re-activate, and update your personal details whenever you like.

Need to bring your order forward - or push it back? It takes 15 seconds! Here's how;




When you make your first reoccurring purchase, you'll receive an email with your account information.

Step 1 Log into your account via the 'log in' icon, top right of our website

Step 2 Click 'Manage Subscriptions'

Step 3 Select the Subscription you want to edit by clicking 'Manage Subscription' next to it

Step 4 Review your next charge date in the Next Charge Date box. To edit this, click it (don't forget to take shipping time into account - this can take 2-4 business days).

Step 5 - Select the date you want to change your next charge to. Click 'Update.'

Never run out of nappies again 😎

Can I cancel my subscription?

Your subscription can be cancelled at any time, for any reason. We know that sneaky lock-in contracts are almost as frustrating as the doorbell ringing when you have finally got your little koala down for a nap. That is why we are entirely flexible with all parents.

You can skip boxes, adjust the frequency, change the next charge date, swap the sizes, cancel, re-activate, and update your personal details whenever you like.

This is all managed via your customer portal in 'Manage Subscription.' Log in now to access it or get in touch with our friendly customer service team if you need a hand hello@comfykoalas.com.au

I have an issue with the nappies that I’ve received

Oh no! We’re so sorry to hear that! We want to get the issue sorted for you ASAP.

Please send us an email with more details to hello@comfykoalas.com.au.

Do you sell wipes?

Wipes are on the horizon stay tuned!

What's your packaging made from?

Our special packaging is made from corn! It's a non-GMO corn starch, which is a renewable resource. We've made this with our partner and leader in sustainable packaging, Cardia BioPlastics.

It's 100% home compostable certified both AS 5810 Home Compostable and AS 4736 Industrial Compostable which are both Australian Compostable Standards.

Want to learn more about how to dispose of our packaging? Read the blog.

How can I support Comfy Koalas?

If you’ve clicked on this section, we already love you. But we’ll love you even more if you leave us an online review so other parents can hear about us too!

How do I add a promo code to my existing account?

1. Log into your account

2. Select 'Manage Subscription'

3. Choose which Subscription you want to apply the code to and click the 'Manage Subscription' button on it.

4. Select 'Apply Discount.' Put in your code and click the 'Add Discount' button. You're all set!

How can I switch my existing nappy subscription to nappy pants?



Step 1 Log into your Customer Portal

Step 2 Select “Manage Subscription”

Step 3 Click your existing subscription product, "Monthly Box of Eco Nappies"

Step 4 Choose the nappy pants size you need and click ‘UPDATE’.

You’re done.

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