We're here to make your experience great!

 

Below you'll find lots of helpful information:

  • Shipping Info

  • Online Store Terms & Conditions

  • Workshop Terms & Conditions

  • Returns Policy

  • Privacy Policy

 

Need help?

If you need more help or information, or need to speak to someone about an issue, please fill in the form and someone will be back to you shortly.

Name *
Name
Please leave an email address or phone number where we can best reach you.
Feedback
Feedback
My customer experience has been enjoyable

Shipping FAQ’s

Australia Wide Shipping

Terms & Conditions

What are Koskela’s Australia wide Shipping Rates?

Standard Shipping - $15
(Flat rate shipping fee for small goods only)

Small Artwork Shipping - $40
(Only available for small artworks marked as eligible on product page)

Small Furniture Shipping - $50

Quadrant Soft Shipping - $100
(Available on all Quadrant Soft Sofas at checkout)

Gift Card Shipping - free
(This is only valid for Gift Card purchases)

Please refer to this shipping breakdown to make sure the correct shipping is selected at checkout.

If you are still unsure please contact our retail showroom on:

Phone
+61 2 9280 0999

Please note: if incorrect shipping is selected you will be contacted by the retail team to organise either a refund or additional payment before your order can be shipped.


How are Australia wide deliveries sent?

Orders are packed with love and care from our showroom in Sydney. Once we receive your order online, we will package up your items the same business day.

Deliveries are usually made via Shippit and are selected automatically with 'Authority to Leave,' and will be delivered to your letterbox unless specified by customer otherwise. A note can be left in 'Special Instructions' when placing order if signature is required. Deliveries may be sent via Australia Post due to weight, value and special circumstance.

For deliveries Australia wide, you will generally receive your order within 2-7 business days, sometimes faster! Except for some rural areas, which may take a little longer. For more information visit: www.auspost.com.au/parcels-mail/delivery-areas.html.

As soon as your order has left Koskela, you will receive an email confirmation containing your delivery tracking. You can then track the delivery of your order through Shippit. Please note we cannot guarantee delivery times. For parcel tracking for Australia Post visit: http://auspost.com.au/track/. For parcel tracking of Shippit please visit https://www.shippit.com/track-your-package/


International Shipping

Terms & Conditions

What are Koskela’s International Shipping Rates?

International Shipping - Small Goods - $50
(Flat rate shipping fee for small goods only)

International Shipping - Artwork - $100
(Flat rate shipping for artwork)

Do you ship all products internationally?

Some products are not currently available for sale outside of Australia, such as all of our lighting, our rugs and furniture, all of which are identified in the description on the product page of each item that falls under these categories.

How are International deliveries sent?

We use DHL, Pack & Send and AUS Post for all our international shipments and you should receive your order within 7 to 14 business days. As soon as your order has left Koskela, you will receive an email confirmation. For parcels that weigh up to 2kg you will also receive a tracking number. You can then track your order through DHL at http://www.dhl.com.au/en.html. You can track your order for Australia Post at https://auspost.com.au/mypost/track/#/search.


What happens if it’s been a few days and I haven’t received my order?

Orders are dispatched from our showroom quickly, however depending on where you are in Australia, or internationally, the delivery may take up to 14 days. To track the delivery with our shipping carrier, simply quote your tracking number that was sent to you in your delivery confirmation email.

If the shipping carrier cannot locate your items, please contact us at Koskela.


What happens if an item I receive in my order is incorrect or missing?

All orders are checked before they are sent; however errors may occasionally occur. If you receive an incorrect item on your order, please contact Koskela immediately and we will organise for the correct item to be delivered to you. We will also arrange or reimburse for return postage of the incorrect item. Likewise if an item is missing, please contact us immediately and will arrange for the item to be delivered straight away.


Showroom Pickup FAQ’s

When can I collect my order?

Pickup from our Sydney showroom is free and is usually ready to collect within a few hours.

You will receive email confirmation when your order is wrapped, packed and ready to pickup.

Note: Please ensure that when selecting ‘Showroom Pickup’ at checkout you are able to pickup your order from our Roseberry store during opening hours.

What do I need to bring with me?

Please have your order number ready when you arrive for collection.

The order confirmation email would be handy too!

What are the showroom opening hours and location?

We’re located at:

1/85 Dunning Ave, Rosebery, NSW 2018
Australia

Opening Hours:

Mon – Fri: 9AM – 5PM
Saturday: 9AM – 4PM
Sunday: 10AM – 4PM

Public Transport

There are regular buses you can catch to visit us and Green Square Station is a 15 minute walk from the showroom. You can follow this link to find details of timetables and routes.


Returns Policy

 

_

Damaged or faulty goods

_

 

 

_

Contact Information

If for any reason you are not happy with your purchase, you may return the items postmarked within 30 calendar days of receipt for an exchange or refund to your original method of payment. Please note that original shipping charges are non-refundable.

To return or exchange something, please follow the steps below:

  1. Fill out the Returns Form with the details of the items you’re returning. The Returns Form will be enclosed with your order.

  2. Pack items with your Tax Invoice and Returns Form in a secure satchel/carton, or reuse the original packaging. Please ensure that all items are enclosed in their protective packaging or their return may be refused.

  3. Mail++ your return to Koskela.

  4. Items must be returned in their original condition (unused, unwashed, unaltered) with the tags attached within 30 days of purchase and we will arrange the refund only after the goods have been returned back to us and reviewed at Koskela.

Sales products are final sale and are not eligible for return or exchange. Please allow 14-21 business days from the time you mail your order for your return or exchange to be processed. We will notify you via email once your return has been processed.

_

We will provide a refund or exchange where goods are faulty, wrongly described, or different from the style shown. Please contact us and we’ll let you know what we need to process your refund.

Gift cards are excluded from this policy.

_

Contact us at returns@koskela.com.au or by phone on 02 9280 0999 or +61 2 9280 0999 (international).

When mailing your return boxes, please use the following address:

Koskela ATTN: ReturnsRA#______

1/85 Dunning Ave, Rosebery, NSW 2018, Australia


Workshop
Terms & Conditions

General

Unless otherwise specified, Koskela workshop prices related workshop materials. Unless otherwise specified, Koskela workshop prices do not include food or drinks.

Online Store Orders

Choose "Showroom Pickup" at checkout to avoid paying a delivery fee with your booking.

Cancellation by the Customer

If more than 72 hours notice is given by the customer, a full refund or credit can be given to the customer. If less than 72 hours notice is given, we are unable to provide a refund or credit, but customers are more than welcome to send a friend along in their place.

Cancellations by Koskela

Koskela reserves the right to cancel a workshop if attendance will be less than 4 people. Customers will be given at least 72 hours notice of a cancellation. In the event that Koskela cancels a workshop, a full refund or credit will be given to the customer.


Privacy Policy

Your privacy is important

 

 

 

_

Our commitment to you

 

 

 

 

 

 

 

 

 

 

 

_

Why we collect your information

 

_

How we collect your information

 

_

How we use your information

 

 

 

 

_

Access to your information

 

 

 

_

Direct Marketing

 

_

Cookies and how they work

 

 

 

_

More information

 

Koskela is committed to protecting the privacy of everyone who shops or interacts with us, and this policy sets out our commitment to you.

We take this responsibility seriously and ensure that we comply with our obligations under the Commonwealth Privacy Act 1988 whenever your personal information is collected, used or shared.

_

Koskela will:

  • always use fair and lawful means of collecting your information, and in most circumstances collect your information directly from you;

  • handle your information securely and carefully, and only use your information if necessary to deliver you a service, or perform other necessary business functions and activities;

  • not use your information for purposes unrelated to our services without first obtaining your consent; and

  • wherever possible give you the option of interacting anonymously with us, if practicable and lawful to do so.

What personal information we collect will depend on the service or interaction, but may include name, address, phone and other contact details, merchandise information, and method of payment. Your financial information is held and processed through a secure gateway. We do not cache or save your financial data in our database.

Depending on the circumstances, we may collect other information such as where you shop or what your areas of interest are.

_

We may collect your information for a number of reasons including to: deliver products or services to you, improve our service, protect against fraud or theft, and provide offers that may be of interest or benefit to you.

_

The personal information we collect is in most cases supplied directly by you when you give us your details, place an order for goods or services, seek a refund without a receipt, open an account with us, provide feedback to us, or shop in our stores.

_

Koskela will not sell your information to other parties.

Where we store your information, Koskela will take all reasonable steps to store your information securely and to protect against the loss, misuse or alteration of your information. In the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from the website.

Any information that we no longer require is destroyed. When we have collected information about you it cannot be seen or modified by anyone else.

_

If you would like to know what information we hold about you please contact our office. If you discover that there is an error or information is missing, please notify us and we will try to correct the information as soon as possible.

A customer should send any request to inspect its personal data in writing to the following e-mail address: info@koskela.com.au.

_

If you do not wish to be contacted by Koskela (about special offers, discounts, other promotional events or to participate in any surveys), you can contact us + or you can follow the instructions at the bottom of our newsletters.

_

When you visit Koskela's website, our site will automatically send you a "cookie". A cookie is a small piece of text sent from a web server to your computer, and is used to identify you only by a random number. This information does not personally identify you, but it does tell us that your computer has visited our site, what areas of the website have been browsed and may allow auto-login when you next visit our site.

_

Koskela may update its privacy policy from time to time in line with customer expectations and legislative changes, and an updated policy will be posted on our website. More information about privacy law is available from the Office of the Privacy Commissioner at www.privacy.gov.au