Delivery Policy

Delivery Policy

At Koboko, we’re committed to making your delivery experience smooth and stress-free. Please review the terms below so you know what to expect and how to prepare.

Our warehouse in Sydney, NSW, makes it possible for us to deliver to selected areas across NSW, QLD, VIC, SA, and the ACT. If we don’t currently service your location, please get in touch, we’ll do everything we can to find a way to get your order to you.

The delivery timeframes we provide are there to give you an idea of when to expect your order. While we always aim to be on time, busy periods can sometimes cause delays. As we utilise the services of various courier and transportation companies who may manage a higher number of deliveries during those periods. We completely understand the excitement of waiting for something new for your home, and we’re so grateful for your patience if things take a little longer. We promise your order will be worth the wait.

1. Delivery Terms

Our delivery includes the cost of insurance while your goods are in transit, giving you peace of mind from the moment your order leaves our warehouse until it arrives at your delivery address.

2. Customer Responsibilities

To ensure a successful delivery, customers must:

  • Confirm that furniture can fit through doors, staircases, lifts, and other access points.
  • Ensure the delivery path is clear of obstacles.
  • Protect valuables or delicate items from potential damage.
  • Ensure that delivery address and date and time are correct and agreed upon with Koboko and the third-party delivery company. 

3. Delivery Addresses

Orders are delivered to the shipping address provided at checkout. Please note:

  • We are unable to deliver to PO Boxes or Parcel Lockers.
  • A signature is generally required upon delivery.

4. Kerbside Delivery

Our Standard Delivery service is kerbside only, in line with security and liability policies. This means:

  • Goods are delivered to the kerbside at the address provided.
  • Customers are responsible for moving the items inside and setting them up unless otherwise agreed upon by the Koboko, the delivery provider and the customer, prior to delivery.

We recommend arranging help on the day of delivery for carrying, unpacking, and installation.

5. Appointment Times

Delivery appointment times are approximate and may be affected by traffic, weather, or other unforeseen circumstances.

  • If a delivery must be cancelled, we will notify you and reschedule for the next available time.
  • While we do our best to meet scheduled times, some flexibility may be required.
  • If a delivery is cancelled, we will notify you and reschedule for the next available time.
  • Please ensure someone is available at the agreed delivery address, date, and time to accept your order. 
  • If no-one is present to receive the delivery, re-delivery or storage fees may apply.
  • If agreed upon prior to delivery taking place by both Koboko and the customer, we may arrange to leave your item in a safe place without the customer being present to sign. Once the delivery has been completed, Koboko is not responsible for any loss, theft, or damage that may occur after the item/s has been left. 

6. Difficult Deliveries

In situations where delivery presents a high risk of damage (e.g., narrow staircases or tight access), customers may be asked to sign a damage waiver.

  • If the waiver is not signed, the goods will be returned to our warehouse for collection during business hours.
  • In some cases, store credit may be issued. Refunds are not available for made-to-order or oversized items.

7. Pick-Up from Warehouse

By prior agreement, pick-up from our warehouse may be possible.

  • Pick-up must be confirmed in advance with Koboko.
  • Customers are responsible for providing appropriate transport and securing goods safely for transit.
  • Once collected, Koboko is not responsible for any damage that occurs during transport.

8. Damage Reporting & Liability

  • Reporting timeframe: Any damage to goods or property must be reported within 24 hours of delivery or collection. Claims outside this timeframe may not be accepted.
  • Liability: Where a damage waiver has been signed, claims will only be reviewed in cases of gross negligence. All claims must include photo or video evidence.
  • Repairs: Repairs must be approved by Koboko before being arranged. If organised independently, we may request multiple quotes and cover only the lowest approved cost.

9. Care in Delivery

Our delivery teams are trained to handle furniture with care. If we believe there is a significant risk of damage, we will advise you beforehand and work with you to find the best solution.

Thank you for choosing Koboko. With your preparation and our care, we can ensure your furniture arrives safely and smoothly.