Shipping

Last updated: 05/12/2025

At Emerald Koala, we want your order to reach you quickly, safely and in perfect condition. Below is everything you need to know about how we ship, deliver and track your products.

Where We Ship

We currently ship to:

United Kingdom (including Mainland UK, Northern Ireland, Highlands & Islands)

International shipping may be added in the future.

Processing Times

Orders are processed Monday–Friday.

• Orders placed before 12pm: Usually dispatched the same working day

• Orders placed after 12pm: Dispatched the next working day

• Orders placed on weekends or bank holidays will ship on the next working day

We aim to pack and dispatch your order as quickly as possible.

UK Shipping Options & Costs

Standard Delivery

• Delivered in 2–4 working days

• Tracked

• FREE on all orders

Express Delivery

• Delivered in 1–2 working days

• Tracked

• £5.99

Northern Ireland, Highlands & Offshore

• Delivery may take 1–2 additional working days

• Prices remain the same where possible — if not, this will be shown at checkout

Order Tracking

Once your order has been dispatched, you will receive a confirmation email containing your tracking information.
You can follow your parcel’s journey from our door to yours.

Delivery Issues

If Your Parcel Is Delayed

Occasional delays can happen due to courier issues, weather, or busy seasonal periods.
If your order hasn’t arrived within the estimated window, please contact us at:

Email: greens@emeraldkoala.co.uk

We’ll look into it right away.

If Your Parcel Arrives Damaged

If your order arrives damaged, please email us within 48 hours with:

• Your order number

• Photos of the damage

We’ll arrange a replacement or refund as quickly as possible.

Missing Orders

If your parcel is marked as delivered but hasn’t arrived:

1. Check with neighbours or safe places

2. Wait 24 hours (sometimes couriers scan early)

3. Contact us so we can investigate

We will replace or refund missing parcels where appropriate.

Incorrect Addresses

Please double-check your address at checkout.
Emerald Koala cannot be held responsible for parcels lost or delayed due to incorrect address information provided by the customer.

Pre-Orders & Out-of-Stock Items

If you purchase a pre-order product, the estimated dispatch date will be shown on the product page.
Orders containing both in-stock and pre-order items may be shipped separately at our discretion.

Contact Us

We’re always here to help with delivery questions.

Email: greens@emeraldkoala.co.uk