Orders shipped with the standard delivery option typically take up to 10 business days.

Please refer to our shopping page for full details and transit times to other destinations.

Please note that these shipping times may not be accurate as a result of courier delays out of our control. All shipping times are estimates only.

I didn’t receive an order or shipping confirmation. What should I do?

We’re sorry to hear that. It’s possible the email has gone to your junk folder or maybe we have an incorrect email address for you. If this happens, please contact us straight away so we can verify whether the order has been placed and resend your confirmation. You can reach us during business hours on  +1 (607)288 0222  or email our Customer Care team via  [email protected]

Missing order

If your expected delivery date has passed and you still haven’t received it, please check your tracking. If the parcel is not moving or tracking hasn't updated within the estimated delivery time frame, please contact the courier company (details will be available in your tracking email). If they’re unhelpful, contact us through [email protected] and we’ll start investigating straight away!

Tracking

Once your order is dispatched from our warehouse, you’ll receive a tracking email from the courier. Please follow their instructions to track your parcel. In most cases, it may take up to 24 hours for tracking information to become available. If you still don’t see any tracking details after 48 hours, please contact us at [email protected] for assistance.

If you haven’t received a tracking email, please check your junk mailbox before contacting us.

Cancelling your order

We aim to pack and ship out your order as quickly as possible. If you need to cancel your order, contact us as quickly as possible on +1 (607)288 0222. We’ll try our best to accommodate the cancellation but unfortunately we cannot guarantee that it will be possible.

Received a faulty item

If you believe your item is faulty, please contact our Customer Care team via [email protected] straight away with your order number, the item name and a photo of the fault. We will sort this out as quickly as possible!

Please note that loose or excess threads and irregular prints are not considered faults as these are often natural results of the manufacturing process. Please read the description of each item carefully before purchasing.

Scam Websites & Fraud

Unfortunately there are a number of scam/'copycat' websites illegally using our images and pretending to sell our clothes. Please be wary of where you buy from. These sites often use our photographs and copy our names/descriptions. They are scams and if you do opt to shop with them you are likely to receive a low quality copy of our clothing, an item that is different to what you ordered, or nothing at all. While we do actively work to have such websites removed, it can be a slow process. If you are unsure if a website is affiliated with dressleads, please contact our Customer Care team via  [email protected] for advice.

Item appearance

Different computers have different screen resolutions so it’s possible the colours, particularly neon tones, will be slightly different in real life from what you see on your screen. That said, we try very hard to represent the garments perfectly when taking photos. We emphasise any special features and try to actively show how the fabric sits and moves.

Please note that loose or excess threads and irregular prints are not considered faults as these are often natural results of the manufacturing process. Please read the description of each item carefully before purchasing.

Refunds

At this stage refunds are only offered in the case of faulty items. Change of mind returns are issued store credit. If you feel your order qualifies for a refund, please email us at  [email protected]

Refunds back to credit/debit cards can take 5-7 business days to process and appear in your account again depending on your financial institution. If you still haven’t received your refund after 7 business days, please first contact your financial institution and request an up to date status on any pending refunds on your account. If there are no pending refunds for your account, please email our Customer Care team to chase up the refund at [email protected]

Please note that foreign transaction fees and currency conversion fees incurred during the initial order payment transaction are charged by the respective credit card company or bank institutions and not Koalastores hence we cannot refund such fees. You will need to get in contact with your credit card company or bank if you are enquiring about the refund of such fees.