FAQs Page

frequently asked questions

Still have questions?

We’re happy to help! Contact us at support@koalu.us and we’ll respond as quickly as possible.

Title

General FAQs

What is your return policy?

We have a 15-day return policy, which means you have 15 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and unopened in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at contact.koalu@gmail.com. Please note that returns will need to be sent to the following address:

Koalu
3333 S La Cienega Blvd, Los Angeles, CA, 90016

If your return is accepted, you will be responsible for arranging and covering the return shipping. We'll provide instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

For more information, please refer to our Return and Refund Policy.

How do I track my order?

Once your order has shipped, you will receive a shipping confirmation email with a tracking number and link. You can use this link at any time to see the latest updates on your delivery.

Can I cancel or modify my order?

We begin processing orders quickly to ensure fast delivery, so we’re only able to cancel or make changes if your order has not yet been processed or shipped.

If you need to cancel or modify your order, please contact us as soon as possible at contact.koalu@gmail.com with your order number.

Once an order has been processed or shipped, we’re unfortunately unable to make any changes.

Product FAQs

What is FeatherEase?

Inspired by traditional Indonesian bolsters, FeatherEase is designed to elevate your sleeping experience. It’s breathable, supportive, and crafted to help you relax, align your spine, and sleep deeper.

How big is it?

FeatherEase is approximately 37 inches long and 9 inches in diameter, designed to comfortably support adults of all sizes without taking over your bed.

What is FeatherEase filled with?

We use a recycled filling that mimics the softness of real feathers but is 100% hypoallergenic and cruelty-free.

Is the cover removable and washable?

Yes, the outer cover is removable and machine-washable. It’s made from breathable cooling fabric to keep you comfy all night long.

Payment FAQs

What payment methods do you accept?

We accept a variety of payment methods, including credit cards (Visa, MasterCard), PayPal, and Apple Pay.

Is my payment information secure?

Absolutely. Our website uses SSL encryption and secure payment processing to protect your personal and payment details. We never store your credit card information on our servers.

Shipping FAQs

How long does shipping take?

Orders are processed in 1–3 business days. Standard delivery typically takes 3–7 business days depending on your location. You'll receive a tracking number as soon as your order ships.

How much does shipping cost?

Shipping costs are calculated at checkout based on your delivery location and order size.

We offer free shipping on orders over $50.

Standard shipping rates will be shown before you complete your purchase.

We aim to provide reliable and affordable shipping for every Koalu order.

Contact FAQs

How can I contact customer service?

You can reach our customer service team by emailing contact.koalu@gmail.com

What are your business hours?

Our business hours are Monday through Friday from 9:00am to 5:00pm EST.

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website, or email us at contact.koalu@gmail.com.

Do you have a physical address?

Koalu operates as an online-first company. While we don’t maintain a public retail address, our fulfillment and logistics are handled through verified third-party partners. For any customer support or inquiries, feel free to contact us directly