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Koala Help Center

We&apos;re sorry. Here&apos;s how to get it sorted quickly.
1. Take photos
<ul>
<li>The damage to the product</li>
<li>The boxes it arrived in, whether or not they look damaged</li>
</ul>
2. Keep the packaging Please don&apos;t throw the boxes or packaging away until we&apos;ve been in touch.
3. Send them to us <a href="https://au-koala.gorgias.help/en-US/customer-support-786066">Get in touch</a> with your order number and the photos, and we&apos;ll work out the best fix with you.
Just a small part damaged or missing? <a href="https://au-koala.gorgias.help/en-US/I-m-missing-a-part-or-a-part-is-damaged-Can-I-get-a-replacement-8100197">Here&apos;s how to get a replacement part</a>.
A fault you&apos;ve noticed after using it? That&apos;s a <a href="https://au-koala.gorgias.help/en-US/how-do-i-submit-a-warranty-claim-968300">warranty claim</a>.

Did your order arrive damaged, dented or torn? Take photos of the damage and the boxes, keep the packaging, and send them to us so we can sort it out.

My order arrived damaged. What do I do?

Delivery & Shipping

Problems with Your Delivery

I recently made a purchase - can I get the sale price?

When does the Black Friday Sale end?

Can I purchase now during the sale but have my order delivered at a later date?

Can I return items purchased during the sale?

Will there be limited stock or delivery delays during the sale?

Will Koala Second Home have a Black Friday sale?

Black Friday Sale 2026

Where is my order? Track your order

Can I change my delivery date, address or order after purchasing?

Can I cancel my order?

Can I move my delivery date forward?

Out of stock: when will it be back in stock?

How do I get a tax invoice or receipt for my order?

Your Order

Will I get a text when my delivery is on its way?

When will my order arrive, and can I choose a delivery date?

Do I need to be home, and where will the driver leave my delivery?

Delivery Times & What to Expect

Help, I'm missing items or boxes from my order

My delivery is delayed or late. What happens now?

Tracking says delivered, but I don't have my order. What now?

I missed my delivery. How do I rebook it?

I received the wrong item, colour or size. What do I do?

Is delivery free? How delivery fees work

Do you deliver to PO boxes or Parcel Lockers?

Do you deliver overseas or internationally, like New Zealand?

Why can't you deliver to my postcode?

Delivery Fees & Zones

What is Old Mattress Collection (old mattress removal)?

How do I add it to my order?

Where is it available?

Will you unpack and set up my new mattress?

Can you take my old bed base or other furniture too?

I’ve got other items in my cart. Can I still use it?

Old Mattress Removal Service

Premium Delivery: what's included, where it's available and how it works

Premium Delivery Service

How does the Koala 120-night trial return policy work?

How do I return my Koala product? Start a 120-night return

If I return my items under the 120 night trial, do I need to pay for the return?

Do I pay for my product upfront, or when the 120 Night Trial finishes?

What condition do returns need to be in, and what happens to them?

When will I get my refund?

I bought my Koala product from my friend. Can I return it for a refund?

How do I prepare my item/s for collection?

When will my return be picked up or collected?

Where is my return? Return status and when you'll get your refund

Can I exchange for a different size, colour or model?

120 Night Trial

How do I make a warranty claim for a faulty or broken product?

What does the Koala Warranty cover, and for how long?

Is mattress sagging covered by the warranty?

My product isn't working quite right, how can I get support?

My product is faulty. Do I return it or make a warranty claim?

Warranty

I'm missing a part or screws, or a part is damaged. Can I get a replacement?

Holes don't line up or drawers collide. How do I fix assembly issues?

Spare Parts & Assembly

How do I recycle the packaging?

What is MDF?

What is plywood?

What is timber veneer?

Product Care & Materials

Warranty & Product Care

Our Mattress Range FAQs

Koala OG Mattress

Koala Mattress

Koala Plus Mattress

Koala Luxe Mattress

Koala SE Mattress

Mattresses

Balmain Bed Base

Brunswick Bed Base

Kirribilli Bed Base

Paddington Bed Base

Bed Bases

Overview & Materials

Using Pillowcases & Protectors

Washing & Care

Adjusting Your Pillow

PolarBands® Technology

Lifespan & Warranty

Getting Used to Your Pillow

The Koala Pillow [2nd Gen]

All Seasons Duvet

Balmy Night Duvet

Great Barrier Mattress Protector

Bedding & Linen

Bedside Table

Balmain Floating Bedside Table

Balmain Bedside Table

Bedside Tables

Bedroom

Bangalow Modular Sofa

Getaway Sofa

Lounging Sofa

Modern Sofa

Suffolk Sofa

Tamarama Modular Sofa

Torquay Sofa

Sofas

Byron Sofa Bed

Koala Sofa Bed

Stunner Sofa Bed

Wanda Sofa Bed

Paddo Sofa Bed

Sofa Beds

Kirribilli Coffee Table

Kirribilli Side Table

Coffee and Side Tables

Kirribilli Bookshelf

Bookshelves

Living Room

Are the cushion colours online true to life?

Are cushion inserts included?

Can I put the cushion covers in the washing machine?

At what temperature should I wash my cushion covers?

Can I machine wash the cushion inserts?

Can I buy just cushion inserts?

Are your cushions suitable for outdoors?

My cushion arrived compressed, will it recover? How long will it take?

How do I dispose of the cushion packaging?

Why can't I put the plastic in my kerbside recycling bin?

The zipper on my cushion was bent during washing. What happened?

Can I iron on the zipper?

Care Guidelines for Cushion Inserts

Care Guidelines for Cushion Covers

Cushions

What is a throw blanket?

Where and how should I use my throws?

Should I use fabric softeners on my throw?

Are the throw colours online true to life?

Is Organic cotton really better for the environment?

What does Organic Content Standard (OCS) mean?

Are your throws suitable for outdoors?

How do I dispose of the throw packaging?

At what temperature should I wash my throw?

Can I dry clean the throw?

Will the throw shrink in the dryer?

Can I put the throw in the dryer?

Can I iron the throws?

Caring for your throws

Throws

Homewares

What is the recommended age range for the Joey Kids Mattress?

Can I wash the Joey Kids Mattress cover?

Is the Joey Kids Mattress covered by the 120 Night Trial period?

What bed base is suitable for use with the Joey Kids Mattress?

Do you sell sheets that fit the Joey Kids Mattress?

Can my kiddo still sleep on the Joey Kids Mattress while the zip-off topper is in the wash?

Should I use a mattress protector with the Joey Kids Mattress?

How do I dispose of the packaging that the Joey Kids Mattress comes in?

Is the Joey Kids Mattress flame retardant?

Is the Joey Kids Mattress environmentally friendly? Does the Joey Kids Mattress contain any harmful chemicals?

How long can I keep the Joey Kids Mattress in the box?

Can my kiddo sleep on the Joey Kids Mattress straight away?

Can I use an electric blanket on the Joey Kids Mattress?

Do you sell spare zip-off toppers for the Joey Kids Mattress cover?

Can I wash the Joey Kids Mattress permanent cover?

Why have you designed the Joey Kids Mattress with pocket springs? All of your other mattresses are foam.

Where does the recycled polyester in the Joey Kids Mattress zip-off topper come from?

Joey Kids Mattress

What age is the Joey Bed Base suitable from?

Can I use a different mattress with the Joey Bed Base?

Can I use two guard rails on the Joey Bed Base?

Can I assemble the Joey Bed Base without the headboard?

Is the lacquer on the Joey Bed Base free from harmful materials?

Can I paint or stain the Joey Bed Base?

Joey Bed Base

Can I use the guardrail on the footboard end?

When should the guardrail be used?

How do I recycle the packaging of the Joey Guard Rail?

Is the lacquer on the Joey Guard Rail free from harmful materials?

Can I paint or stain the Joey Guard Rail?

Can the guardrails be used on other beds?

Joey Guard Rail

Joey Range

What makes the Playtime Sofa Bed so comfortable to sleep on?

Do I need tools to assemble the Playtime Sofa Bed?

Can I purchase the tent kit separately?

How should I wash the Playtime Sofa Bed covers to keep my sofa bed looking as good as new?

Can I purchase additional or replacement Sofa Bed covers separately?

Can I keep the tent kit assembled at all times?

How should I store the tent kit when it is not in use?

How do I clean and care for my tent kit?

What's the difference between the Lifestyle and Luxe fabric options on the Playtime Sofa Bed?

Playtime Sofa Bed: what are water resistant fabrics and how long do they last?

What is the peak height of the Bluey Tent?

Playtime Sofa Bed + Tent

Can the Playtime Ottoman be connected to the sofa like a chaise?

Is the Playtime Ottoman included with the Playtime Sofa Bed, or do I need to buy it separately?

Can I buy extra or replacement Playtime covers?

Playtime Ottoman

Koala x Bluey

Our Products

My order arrived damaged. What do I do?Updated 3 hours ago