Reply from KoalajewelsbrandDec 22, 2025
We’re very sorry to read about your experience and we sincerely apologize for the disappointment caused.
We take feedback seriously, and we strongly dispute the suggestion that we are a “scam” business. Koala Jewels is a legitimate company, and we have successfully fulfilled thousands of orders for customers worldwide. That said, we fully acknowledge that in your case, we did not meet expectations, and for that we are sorry.
Regarding product quality, we understand that jewelry is subjective, and we regret that the items you received did not meet your standards. This is certainly not the experience we aim to provide, and your comments have been shared with our quality and sourcing teams for review.
In terms of shipping and returns, our website does state that we operate internationally and that some returns may need to be sent to our overseas processing center. However, we accept that this was not clear enough for you, and we recognize that return shipping can be frustrating. We are actively reviewing how we communicate this information to ensure greater transparency going forward.
We also apologize for any delays or lack of response to your emails. During busy periods, our response times have not always been where they should be, and we are working to improve this.
Finally, we’re glad to see that you were able to receive a full refund through PayPal. Our intention in asking customers to close disputes is always to resolve matters directly and quickly, but we respect every customer’s right to use buyer protection services if they feel that is necessary.
Thank you for taking the time to share your feedback. While we regret that your experience was a negative one, it does help us improve our service for future customers.
— Koala Jewels Customer Support
