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

Pay with a KOALA HUG gift card
Do you want to pay with a KOALA HUG gift card? Place the products you would like in your shopping card. Go to your shopping cart. Apply your gift card code and press “APPLY CODE”.

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

Use Free Promotion code
Did you receive a code for a free product? Lucky you! Choose the product(-s) in your favorite color and place it in your shopping cart. Enter the promotional code at checkout.

How long will my KOALA HUG gift card stay valid?
Your KOALA HUG gift card is valid indefinitely and can always be used for purchases in our webshop. You don’t need to use the entire amount at once – any remaining credit will stay on the card for your next purchase.

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 of the EU and charge the shipping costs.

We try our best to deliver the order to you 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. 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.

What to do if you want to return your product

1. Send an email to hello@koalahug.eu stating your name, address, invoice number, bank account number and reason for return.
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.

Should I wash my TENCEL™ bedding and towels before using? What about duvets?
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 have to wash duvets before use on the other hand.

WASHING & MAINTENANCE OF YOUR BED LINEN

Tencel™ lyocell is made from particularly soft, natural and durable fibers with a luxurious shine. This original shine will diminish with use. The material may feel a little stiffer after washing. During drying, the fabric becomes soft and supple again.

To wash
• Wash the bedding inside out if possible.
• Use a laundry bag to keep the fabric beautiful and protect it from damage.
• Select a short washing program (less than 60 minutes) and set it to 30 degrees. The result will be just as good and it will be better for the material. In addition, it is more environmentally friendly.
• Use mild, liquid wool & delicate detergent. You only need to use a small amount of detergent for optimal color retention.
• Do not use detergent containing chlorine or bleach. The use of fabric softener is not necessary.
• Wash colored laundry and white laundry separated from each other.
• Do not overfill the washing machine.

To dry
• We recommend that you air dry your bedding naturally. This is better for the fabric and the environment. If you prefer to put it in the dryer, we advise you to set the machine to ‘low heat’.
• Do not wring the fabric as this may break the natural fiber.

To iron
• You can iron the bed linen at a low medium temperature.
• Do you feel ironing is not necessary but do you want to prevent as many creases as possible? Hang out your bedding well immediately after washing.

WASHING & MAINTENANCE OF YOUR TOWELS

Our towels are made of Tencel™ Bioserica: soft, natural and durable fibers with a luxurious shine. Freshly washed from the washing machine the material might feel a little bit less soft. When dry the towels will feel soft again. After the first two washes, the towels can fluff slightly during use. After the third wash this will be over. 

To wash
• Use a laundry bag to keep the fabric beautiful and protect it from damage.
• Select a short washing program (less than 45 minutes) and set it to 30 degrees. The result will be just as good and it will be better for the material. In addition, it is more environmentally friendly.
• Use mild, liquid wool & delicate detergent. You only need to use a small amount of detergent.
• Do not use detergent containing chlorine or bleach. The use of fabric softener is not necessary.
• Wash colored laundry and white laundry separated from each other.
• Do not overfill the washing machine.

To dry
• We recommend that you air dry your towels naturally. This is better for the fabric and the environment. If you prefer to put it in the dryer, we advise you to set the machine to ‘low heat’.
• Do not wring the fabric as this may break the natural fiber.

Does KOALA HUG have a B2B offer for hotels or B&B’s?

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.

How can I get in touch with KOALA HUG?

We’re happy to help! You can reach us through the following channels:

• By email: hello@koalahug.eu
• You can find our contact form here

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.