We accept payments from iDeal, Bancontact, Mastercard, Visa, AMEX, Paypal and Apple Pay. The payment methods we offer are displayed at checkout.

Do you want to pay with a KOALA HUG giftcard? Place the products in you shopping card. Go to your shopping cart. Apply your gift card code and press ‘APPLY CODE’.

Do you want to pay with a VVV Cadeaukaart, YourGift, Your Green Gift, Your Luxury Gift or Wonderbox Huis & Tuin? Place Place the products in you shopping card. Go to checkout and choose ‘CADEAUBONNEN. The value of your gift card has been settled.

KOALA HUG does not charge shipping costs in the Netherlands and Belgium. Shipping costs for Germany, France and Spain are €13,50 per order and €19 per order if it includes a duvet. If you want to order and have it delivered in another country, you can contact our customer service via hello@koalahug.eu. In principle, we deliver to all countries within the EU and beyond and charge the shipping costs.

We try our best to process your as soon as possible. Orders (within the Netherlands) placed before 6 p.m., we try to deliver within 2-3 business days. We are not always able to comply with this, sometimes products are not in stock and the delivery of your order may take a little longer. If for whatever reason we cannot meet the delivery time, we will let you know as soon as possible. We try to deliver within 4 business days for orders within Belgium and Germany. Delivery time for France and Spain is 6-7 business days.

We regret that we cannot guarantee the shipping times as stated above, as delivery time will vary based on carrier and location.

You can have your package delivered to your home, or alternatively, collect it at a pick up point. You will receive a track & trace by email from the courier. If you like to modify the delivery address you can still do this depending on the local courier.

As a customer, please check your address details in the confirmation email for correctness. Any inaccuracies must be reported to KOALA HUG B.V. as soon as possible. Any costs that are the result of incorrect address details on the delivery note or the inability to deliver due to absence will be passed on to the customer.

Hopefully you like the product. If you still want to return your order, you can. If you return the product in good condition within 30 days as of the date of sending and send us a message about this, you will receive a refund. If you used a gift card for part of the payment, that amount will be refunded to you as a KOALA HUG gift card.

What to do if you want to return/exchange your product
1. Send an email to hello@koalahug.eu stating your name, address, invoice number, bank account number and reason for return/exchange.
2. You will receive instructions to return your product within a few days.
3. Return the undamaged, unused and unwashed product neatly in the original packaging.
4. To return the product, follow the instructions you received by email.
5. As soon as we have received the products in good order, we will refund the purchase amount as soon as possible (within 14 days at the latest).

N.B. We are not responsible for packages lost in transit and will not refund any money in such circumstances.

For international returns, you may send the items back through your carrier of choice within 30 days of purchase in new, unused condition, in original packaging with all tags attached. Please contact hello@koalahug.eu to initiate a return and provide the tracking number on your shipping label as we do not cover the return cost of international shipping.

Yes, it is advisable to wash your bedding and towels before use. All our products are OEKO-TEX® certified which means that it does not contain any harmful substances and it is safe to use. However, we advise to wash the bedding and towels to help remove any residues from the manufacturing process and it ensures the bedding and towels smell fresh and clean. You do not need to wash duvets / comforters before use though.

For washing & maintenance instructions see our bedding care guide or towels care guide.

Yes, we do. We’re happy to offer KOALA HUG for Business to those looking to order our products for business purposes. More information and details how to get started can be found on our Hospitality page here. Once you apply, if there is an opportunity to work together, a servicemember of our team will be in touch.

We’re happy to help you. You can reach us:

• By email: hello@koalahug.eu
• Through our contact form (click on the link at the bottom of this page).

Do you have a KOALA HUG store or showroom?
To guarantee you the best price for the highest quality bedding and bath textiles, we don’t have a physical store or showroom. This way, we avoid costs for retail spaces or energy, which we would otherwise need to pass on to our customers. Our studio/workplace is located in Rotterdam, the Netherlands, from where we ship directly from stock.

How can I subscribe to the KOALA HUG newsletter?
As a member, you can enjoy exclusive perks. You’ll receive previews of new collections, special promotions and fantastic discounts on the most beautiful and softest bedding and bath textiles. Click here to sign up for the KOALA HUG newsletter.