About KoalaCare Australia
Designed in Australia, made for Vietnam
KoalaCare Australia is a baby and postpartum care brand dedicated to gentle, thoughtfully designed products for Vietnamese families. We exist to give parents one less thing to worry about, and one more reason to feel confident in every little moment.
Built on care, safety, simplicity and quality, every product we create is considered with real families in mind. We bring together Australian design standards with the softness the earliest years deserve, sitting gently between medical-grade reassurance and everyday family life.
Our team is proudly based right here in Da Nang, working closely with families across Vietnam. As we grow, we're continually seeking out local Vietnamese suppliers and manufacturing partners, not only to bring production closer to home, but to support more Vietnamese businesses along the way.
We're building a complete ecosystem of newborn and postpartum care, all under one name that Vietnamese families can trust and grow with, from the very first day.
Our Values
Every KoalaCare product starts with a simple question: would we trust this for our own family? That belief shapes everything we do from the materials we choose to the way each item is designed, tested, and made.
We care deeply about the wellbeing of every baby and parent we serve, and we hold ourselves to a standard of safety, simplicity, and quality you can rely on, every time.
Our Vision
KoalaCare's vision is to become a trusted international baby care brand, supporting families from a newborn's first days through early childhood.
We're building a complete ecosystem of care, spanning newborn essentials, feeding and development, bathing and hygiene, comfort products, and maternal recovery, so parents can find everything they need to care for their family in one place, with consistent quality they can trust.
Your Privacy & Our Policies
At KoalaCare, we know trust is earned in the small details.
That's why we're upfront about how we protect your information, how shipping and returns work, and what you can expect every time you shop with us.
If you ever have a question, our team in Vietnam is always just a message away.
Privacy Policy
KoalaCare Australia Vietnam Company Limited
Effective Date: 1 April 2026
KoalaCare Australia Vietnam Company Limited ("KoalaCare", "we", "us") is committed to caring for your personal information with the same gentleness we bring to everything else we do, in line with applicable Vietnamese law.
1. Information We Collect
When you use our website or place an order, we may collect:
- Full name
- Phone number
- Email address
- Delivery address
- Payment information (processed securely via trusted third-party providers)
- Order history and preferences
2. How We Use Your Information
We use your information to:
- Process and deliver your orders
- Communicate with you about your purchase
- Provide customer support
- Improve our products and services
- Send updates or offers (only where you've given us permission)
3. Payment Information
All payments are processed securely through trusted third-party providers, including VNPay and our banking partners. KoalaCare does not store your full payment details.
4. Who We Share Information With
We may share your information with:
- Delivery partners, to fulfil your order
- Payment providers (e.g. VNPay)
- Legal or regulatory authorities, if required by Vietnamese law
We never sell or rent your personal information to third parties.
5. Keeping Your Data Safe
We store your information securely and take appropriate technical and organisational steps to protect it from unauthorised access, disclosure, or misuse.
6. Your Rights
You have the right to:
- Request access to your personal data
- Request correction of inaccurate information
- Request deletion of your data, where applicable under law
To make a request, please reach out using the details below.
7. Cookies
Our website may use cookies to improve your browsing experience and help our site run smoothly.
8. Contact Us
If you have any questions about this Privacy Policy, please contact:
KoalaCare Australia Vietnam Company Limited
Email: hello@koalacareaustralia.com
Phone: +84 037 938 2691
Address: Sunrise Building 25 D. 2 Thang 9 Street Hai Chau District Da Nang 550000 Vietnam
9. Updates to This Policy
We may update this Privacy Policy from time to time. Any changes will be published on this page.
Terms of Service
KoalaCare Australia Vietnam Company Limited
Effective Date: 1 April 2026
Welcome to KoalaCare. By visiting our website or placing an order, you're agreeing to the terms below — written here as clearly and simply as we can manage.
1. General
This website is operated by KoalaCare Australia Vietnam Company Limited. All purchases and use of this website are subject to these Terms of Service.
2. Our Products
We create baby and postpartum care products designed to meet high standards of comfort, safety, and quality. Product descriptions and photos are provided as a guide and may vary slightly from the actual item.
3. Pricing
- All prices are listed in Vietnamese Dong (VND) unless otherwise stated
- Prices may change without notice
- Any applicable taxes are included where required by law
4. Orders
- Orders are confirmed once payment is successfully completed
- We reserve the right to cancel or decline an order where necessary
- You'll receive confirmation of your order by email or phone
5. Payment
We currently accept payment via:
- VNPay
- Bank transfer (where applicable)
All payments must be completed before we process your order.
6. Shipping & Delivery
- We currently deliver within Vietnam
- Delivery times may vary depending on your location
- KoalaCare isn't responsible for delays caused by third-party delivery services
7. Returns & Refunds
- Returns are accepted for defective or damaged products
- Requests must be made within 7 days of receiving your order
- Products must be unused and in original packaging
- Refunds or replacements are processed after review
For full details, please see our Refund & Returns Policy.
8. Limitation of Liability
KoalaCare is not liable for:
- Indirect or incidental damages
- Delays beyond our control
- Misuse of products
Customers are responsible for using our products as intended.
9. Intellectual Property
All content on this website — including our branding, images, and text — belongs to KoalaCare and may not be used without permission.
10. Governing Law
These Terms are governed by the laws of Vietnam.
11. Contact Us
For any questions, please reach out:
KoalaCare Australia Vietnam Company Limited
Email: hello@koalacareaustralia.com
Phone: +84 037 938 2691
Shipping Policy
Thank you for shopping with KoalaCare Australia Vietnam Company Limited. We are committed to delivering your order safely, efficiently and in a timely manner.
This Shipping Policy explains how we
process, dispatch and deliver orders placed through our official website.
1. Delivery Areas
KoalaCare Australia currently delivers
products throughout the Socialist Republic of Vietnam.
If you are unsure whether we deliver to
your location, please contact our Customer Support team before placing your
order.
2. Order Processing
Orders are typically processed within one
(1) business day following confirmation of payment.
Orders placed outside normal business
hours, on weekends or on Vietnamese public holidays will be processed on the
next business day.
While we always strive to process orders
promptly, processing times may vary during promotional periods or peak trading times.
3. Delivery Timeframes
Estimated delivery times are:
- Da Nang: 1–2 Business Days
- Major Cities 2–4 Business Days
- Regional Areas 3–7 Business Days
- Remote Areas: Delivery times may vary depending on the courier
Delivery times are estimates only and may be affected by weather conditions, public holidays, courier delays or other
circumstances beyond our reasonable control.
4. Shipping Costs
Shipping fees are calculated during
checkout and displayed before payment is completed.
From time to time, KoalaCare Australia may offer promotional free shipping or discounted shipping on selected products or orders.
5. Delivery Partners
To ensure reliable delivery, KoalaCare
Australia may use reputable courier providers, including but not limited to:
- Viettel Post
- Giao Hàng Nhanh (GHN)
- Giao Hàng Tiết Kiệm(GHTK)
- J&T Express
Other authorised logistics providers
The courier selected may vary depending on your delivery location and operational requirements.
6. Order Tracking
Where available, customers will receive a shipping confirmation and tracking information once their order has been
dispatched.
Tracking availability depends on the
courier service used.
7. Delivery Requirements
Please ensure that
- Your delivery address is complete and accurate.
- Your contact details are correct.
- Someone is available to receive the delivery if required.
KoalaCare Australia is not responsible for delays or failed deliveries resulting from incorrect information provided
during checkout.
8. Damaged, Lost or Incorrect Orders
Please inspect your order immediately upon delivery.
If your order: Arrives damaged; Is incomplete; Contains an incorrect item; or Is believed to have been lost during delivery,
please contact us as soon as possible and, where applicable, within 48 hours of receiving your order.
To assist with our investigation, we may
ask you to provide:
Your order number; Photographs of the
packaging and products; and a brief description of the issue.
Where appropriate, KoalaCare Australia will work with you to provide a replacement, exchange or refund in accordance with our Returns, Refunds & Complaints Policy and applicable Vietnamese consumer protection laws.
9. Delays Beyond Our Control
Occasionally deliveries may be delayed due to circumstances outside our reasonable control, including:
Severe weather; Natural disasters; Public holidays; Transport disruptions; Courier operational issues; or Government restrictions.
Where possible, we will keep customers
informed of any significant delays.
10. Contact Us
If you have any questions regarding
shipping or the delivery of your order, please contact us:
11. Updates to this Policy
KoalaCare Australia Vietnam Company Limited may update this Shipping Policy from time to time to reflect changes in our operations, delivery partners or legal requirements.
The latest version will always be available on our official website.
Refund & Returns Policy
KoalaCare Australia Vietnam Company Limited
Effective Date: 1 April 2026
We want every family to feel completely at ease with their KoalaCare purchase. If something isn't quite right, here's how we make it simple to put right.
1. Company Information
Company Name: KoalaCare Australia Vietnam Company Limited
Business Registration Number: 0402326844
Registered Address: Sunrise Building, 25 Đ. 2 Tháng 9 Street, Hai Chau District, Da Nang, Vietnam
Phone: +84 037 938 2691
Email: hello@koalacareaustralia.com
2. Where This Policy Applies
This policy covers all products purchased through our official website and online sales channels in Vietnam.
3. When You Can Return or Exchange an Item
You're welcome to request a return or exchange when:
- The item is unused, unopened, and in its original packaging
- You let us know within 7 days of the delivery date
- The item arrived defective, damaged, or incorrect due to our error
4. Items We're Unable to Accept Back
For hygiene and safety reasons, we're not able to accept returns on the following unless the item is defective:
- Opened baby care products (including wipes and personal care items)
- Disposable hygiene products
- Items that have been used or opened
5. If Something Arrives Damaged, Defective, or Incorrect
Please let us know within 48 hours of receiving your order, along with a few photos or a short video showing the issue. From there, we'll either:
- Replace the item at no cost, or
- Provide a full refund
6. How to Start a Return
- Contact us by email or phone
- Share your order details and the reason for the return
- We'll guide you through the return process from there
Please wait for our instructions before sending anything back — we'll confirm the return address with you directly.
7. Refund Timing
- Refunds are processed within 5–7 working days after we've inspected the returned item
- Refunds are issued to your original payment method
- Processing time may vary slightly depending on your payment provider
8. Return Shipping Costs
Return shipping is generally the customer's responsibility, unless the item was defective or sent in error. We recommend using a trackable shipping method so your return arrives safely.
9. Your Rights
This policy is in line with Vietnamese consumer protection and e-commerce law.
10. Get in Touch
For any return or refund requests, we're here to help:
KoalaCare Australia Vietnam Company Limited
Email: hello@koalacareaustralia.com
Phone: +84 037 938 2691