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 put my subscription on hold for a while?
  • Can I cancel my subscription?
  • I have an issue with the nappies that I’ve received
  • Do you sell wipes?
  • Why isn’t your packaging biodegradable or compostable?!
  • Do you have a Refer a Friend program?
  • How can I support Comfy Koalas?

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. Or, 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.

Can I put my subscription on hold for a while?

All accounts are 100% flexible. Once you’ve logged into your account, 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.

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. You can jump into your account and cancel the subscription yourself or get in touch with our friendly customer service team and they’ll take care of it for you: 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: hello@comfykoalas.com.au

Do you sell wipes?

Wipes are on the horizon stay tuned!

Why isn’t your packaging biodegradable or compostable?!

We're currently in the process of finalizing a compostable packaging solution, which we'll be implementing within the next few months if all goes to plan. We're very excited about it!

(While the current plastic packaging isn't yet biodegradable, it is recyclable. We recommend using the Recycle Program at your local Coles or Woolworths).

Do you have a Refer a Friend program?

Yes! If you have an existing Comfy Koalas account, you can create a unique referral link to share with friends & family. If someone purchases via your unique link, you’ll get 20% off your next Monthly Box and they’ll get 40% off their first Monthly Box. All of the details are here: https://comfykoalas.referralcandy.com/

 

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 Aussie parents can hear about our small business as well.

Here are some other helpful topics

Environment-Sustainability
Ordering-Issues
Product-Sizing
Shipping-Returns
Subscription-Questions