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A: Within a few minutes of your payment being confirmed we will send you a transaction confirmation AND a voucher for your purchase via email. This is sent to the email address you have nominated and can also be found in your account.

The voucher will have instructions for redemption of your purchase as well as the terms and conditions of the deal you have purchased. Please note that for most of the products that can be purchased there is no further action required to redeem your purchase, it is done for you automatically.

Some products will require further action such as you redeeming a voucher via email or telephone. Don’t worry as all instructions are clearly listed on your voucher.
A: ikOala does not currently provide tracking data in your purchase details. If you would like the tracking information for your purchase then please contact our Support team and they will be happy to provide you with the tracking details where tracking details are available.
A: Yes. We are verified by GeoTrust and use a 256 Bit SSL Certificate so you can browse, transact and share ikOala with confidence.

We do not store your card information under any circumstances with all card transactions being processed through the NAB’s online payment gateway. We accept credit cards (MasterCard, Visa or American Express), MasterCard or Visa branded debit card for card payments.

Under no circumstances does ikOala share your personal information with unrelated third parties unless required to do so by law.
A:Generally the answer is yes, but please ensure you read the What You Get and Conditions section of the offer before making your purchase. In particular please pay careful attention to the deal terms for travel and service deals as these may be non-transferable.
A: Unfortunately ikOala does not guarantee that an item will be delivered within the time frame specified. The time frames we provide are realistic rather than best case, but we cannot be held accountable for delays caused by postal and courier companies.
A: Unfortunately we do not offer refunds if you have changed your mind. Please ensure you read and understand the full Return and Refund Policy in the Terms and Conditions of using this site before you make a purchase. We will offer a refund or credit if the product is faulty, was incorrectly advertised, if the incorrect item was sent to you, or as ikOala deems fit.

ikOala stands by its customers, and guarantees that the item or service will be delivered as advertised.
A: You can contact ikOala in a number of ways, please use the method that suits you best:

1. By email – please use our contact page or send your email to ‘support@ikoala.com.au’. We endeavour to respond to all emails within 24 hours (not counting weekends!)

2. By Live Chat – click the Live Chat button on the webpage to speak with our Support staff, from 9AM to 4PM Monday to Friday.

3. By Phone – please call on 1800 IKOALA (456252) to speak with our Support staff, from 9AM to 4PM Monday to Friday.

4. By regular mail – please send your correspondence to PO BOX 547, Crows Nest, NSW 1585

5. By Facebook – please search our ikOala Facebook page, and send us a message

We strive to provide the best customer service, but sometimes delays do occur. We will always endeavour to respond to your query as quickly as possible.
A: ikOala is proudly Australian and we share our name with one of our national icons. We love Australia and the koalas so much that we proudly donate to Australian koala and wildlife charities. We sponsor koalas to help preserve this fabulous national treasure. You Beaut!
A: Don’t worry if you have received one item … your other items are on their way. Generally items are sent out on an individual basis and will arrive one by one, this includes multiple purchases of the same item due to weight limits for postage. ikOala also sources deals from multiple businesses and your single order may be split up and sent to different businesses to fulfil.If you have not received any item by the delivery time specified in the deal conditions, please contact our Support team and we will investigate and resolve this for you.
A: ikOala is a retail group buying site that brings to customers great value every day. The ikOala shop offers a lhuge catalogue of products for customers to peruse that caters to all wants and needs. ikOala is an Australian owned business with a focus on customer service, so you can buy with confidence.
A: Once you click the buy now button your only a few steps away from scoring the deal you have selected. You will be taken through our purchasing process and complete your secure online payment via credit card (MasterCard, Visa or American Express), MasterCard or Visa branded debit card or PayPal.
A: There are no fees whatsoever to be a member of ikOala.
A: For service, travel and personalised product deals your voucher will have an expiry date. If your voucher has expired then it is up to the business providing the offer to consider honouring the voucher, but they are under no obligation to do so. Vouchers for non-personalised products are automatically redeemed so the expiry date is not relevant.
A: ikOala only provides deals from reputable businesses that we know and trust will do the right by ikOala customers. If you do experience difficulties please contact our member support team or Live Chat for assistance and we will contact the business to try and resolve the problem for you. If the business simply refuses to honour the deal then we will provide you a refund as long as the voucher is still valid. Please understand that if you are trying to redeem the voucher in a way that is outside the conditions of the deal then neither ikOala or the business providing the offer is under any obligation to provide a refund for an unredeemed voucher.
A: ikOala only deals with reputable businesses, however in the unlikely and unfortunate event that a business closes before the expiry date of your voucher, ikOala will provide you with a credit on your account or give you with a full refund.
A: Normally ikOala will provide goods for sales with postage included, however there are exceptions such as ikOala Freebie Deals and purchases of large or heavy items such as furniture and wine. Please see the deal details to determine if there is a shipping fee that is relevant for your purchase. Please note that the price of goods and the delivery charge is for one delivery attempt only, and if the goods are not collected and returned to the sender then a re-delivery fee may be applied to have the goods sent out again.
A: Deliveries are made by either Australia Post or other courier companies. If you are not home when your delivery arrives, then they will typically leave a calling card advising you to either collect your parcel from the local Australia Post Office, or to contact the courier company to organise an alternative delivery time. If you do not collect your parcel from the Post Office or make alternative arrangement with the courier company and your parcel is returned to the sender, then a reshipment fee may be applied to have your parcel sent out again.
A: There are a number of reasons why products may need to be returned and you should read the Refunds and Returns policy for the full details. The basic process is:
1. Contact the ikOala Support team to request for the return of the item.
2. Once a return is agreed, please send the item to the address we advise with all the packaging material intact if possible.
3. Once the item is received in the condition that has been advised to the Support team your refund or credit will be processed promptly.
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