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
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.
International Flat Rate Shipping
Australia - $15
New Zealand - $20
Everywhere else - $40
(Flat rate shipping is for small goods only, not furniture).
Terms & Conditions
Is international delivery possible?
What happens if it’s been a few days and I haven’t received my order?
What happens if an item I receive in my order is incorrect or missing?
Within Australia, all orders other than furniture, attract a AUD$15 flat rate delivery fee. Alternatively, at checkout, you may choose to pick up in our Sydney showroom.
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.
Australian deliveries are usually made using Sendle and will be delivered to your door. We have selected Sendle as our primary delivery provider as the company offers great service, is carbon neutral and a registered B-Corp.
In general, Sydney deliveries will arrive within 2-3 days and nearby cities within 7 days. Though very speedy, Sendle does not currently offer an express or guaranteed overnight delivery service.
Furniture, large artworks and rug deliveries will arrive within 5 - 10 business days, through one of our trusted delivery partners for larger items.
As soon as your order has left Koskela, you will receive an email confirmation containing your delivery tracking. You will then be informed of your delivery progress via Sendle. If you have any queries tracking your furniture, art or rug delivery, please contact Koskela directly.
Yes, however some products are not currently available for sale outside of Australia, such as all of our lighting products, our rugs and some other items, all of which are identified in the product description.
Orders for international addresses attract a flat rate fee of either AUD$20 or AUD$40 depending on location.
We use DHL for all our international shipments and you should receive your order within 3 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.
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.
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.
Terms & Conditions
Online Store Orders
Cancellation by the Customer
Cancellations by Koskela
Unless otherwise specified, Koskela workshop prices related workshop materials. Unless otherwise specified, Koskela workshop prices do not include food or drinks.
Choose "Showroom Pickup" at checkout to avoid paying a delivery fee with your booking.
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.
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.
Damaged or Faulty Goods
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:
- Fill out the Returns Form with the details of the items you’re returning. The Returns Form will be enclosed with your order.
- 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.
- Mail++ your return to Koskela.
- 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 email@example.com 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
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
Cookies and how they work
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.
- 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: firstname.lastname@example.org.
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.