First Order 5% off Discount Code: DRKOALA5 (Except Monthly Special Products)
Free delivery for orders over HKD600

Q&A | Returns and Exchanges

What if my items were damaged?

Please whatsapp us at 9855 1118 to report the case. You have to report within 24 hours after you sign for the parcels. We would help initiate a claim to our courier.

You have to provide us with the following information:

  1. Recipient's name and phone number
  2. The photos of the outer package
  3. The photos of the inner package
  4. The photos of the damaged items
  5. Problems description

What if my items were missing, incorrect or faulty?

Please whatsapp us at 9855 1118 or email us at info@drkoalahk.com to report the case. We would provide solutions to you.

You have to provide us with the following information:

  1. Recipient's name and phone number
  2. The photos of the outer package
  3. The photos of the inner package
  4. The photos of the missing, incorrect or faulty items
  5. Problems description

What to do if I have an allergic reaction?

Different skin types and skin conditions may react differently to our products and brands. The ingredients of the product are listed on the page to help you identify any sensitivities with certain ingredients. We suggest you may come to our retail store to try and get samples (if any) when you have doubts on certain products.

If you have experienced an allergic reaction, please send a detailed description of what occurred along with photos to email info@drkoalahk.com or at whatsapp 9855 1118 . We will try best to communicate this to the brand and help find possible solutions( if any) . Please note that we only accept reported cases within 14 days of receiving the item.

If I am not happy with the items, can I do the exchange?

We accept exchange within 7 days of receiving the item, yet the following conditions have to be fulfilled:

  1. Products at official prices (or with quality issue).
  2. Items are in the condition they were in when delivered to you.
  3. When the amount of the modified order is higher than that of the original one, you have to pay for the price difference.
  4. When the amount of the modified order is lower than that of the original one,Dr. Koala does not refund you the price difference.
  5. We do not pay for the shipping of the exchange orders.

Please send a detailed description of the exchange to email info@drkoalahk.com or at whatsapp 9855 1118