Where is my return? Return status and when you'll get your refundUpdated 22 minutes ago

Here's what happens after you start a return, step by step.

1. Get your item ready
Mattresses and upholstered items need to be wrapped in plastic for collection. If you kept the plastic your product arrived in, you can book your collection straight away. If not, we'll post you a return wrap kit, which typically takes around 7 business days to arrive. How to prepare your item.

2. Collection
In metro areas, we pick up bulky items for free on the date you book. In many metro areas that can be from the next business day once your item is wrapped. Outside metro areas, you'll send bulky items to your nearest Koala fulfilment centre. Pillows, bed linen and homewares go back by post with a reply-paid address. More on collection timing.

3. Your refund
Your refund is issued once your return arrives at our warehouse. It takes 3 to 5 business days to show on your original payment method, and we'll email you when it's processed. If you paid with Afterpay or Zip, the refund goes back through them. Original delivery fees aren't refunded.

Need to change your collection date?
Get in touch with your order number and the new date, as early as you can before the booked collection.

Haven't started your return yet?
Here's how to start one.