Change your delivery date, address, contact details or cancel your order yourself in your Koala account before dispatch. After dispatch, or to swap items, contact Customer Support with your order number.

Plans change, and that&apos;s fine. Most changes can be made yourself, as long as your order hasn&apos;t been dispatched.
What you can change in your Koala account Log in at <a href="https://au.koala.com/pages/accounts">Manage my orders</a>, open the order, and select &quot;Edit my order&quot;. From there you can:
<ul>
<li>Update your delivery date and time</li>
<li>Update your delivery address and contact details</li>
<li>Cancel the order</li>
</ul>
Once your order has been dispatched These options disappear from your account because the order is already on its way. Reach out to our <a href="https://contact.gorgias.help/forms/dpacit3j">Customer Support team</a> and we&apos;ll do what we can. Please include your order number, your current delivery details, and the change you need (new address, new date or time, or new contact number).
Changing the items in your order Item changes can&apos;t be made through your account. Contact us with your order number and what you&apos;d like to swap, and we&apos;ll sort it out if the order hasn&apos;t been dispatched.

Can I make changes to my order after purchasing?

If you selected the earliest delivery date at checkout, that’s the soonest we can send your item, based on stock availability or delivery partner capacity. However, if your item is in stock and ready to go, we may be able to bring your delivery date

If you selected the earliest delivery date at checkout, that&#x2019;s the soonest we can send your item, based on stock availability or delivery partner capacity. However, if your item is in stock and ready to go, we may be able to bring your delivery date forward. Please contact our team with the following details, and we&#x2019;ll do our best to accommodate your request:<ul><li style="font-size: 16px;">Your Order Number (if you have one); OR</li><li style="font-size: 16px;">Exact product details (including colour and size)</li><li style="font-size: 16px;">Delivery suburb</li><li style="font-size: 16px;">Current dispatch date</li><li style="font-size: 16px;">Requested dispatch date</li></ul>Additionally, if your item arrives at our warehouse earlier than expected, we may be able to dispatch it sooner. In that case, we&#x2019;ll notify you by text so you can choose a convenient delivery time.

Can I move my delivery date forward?

Cancel yourself in your Koala account any time before dispatch and get a full refund within 3 to 5 business days. After dispatch, take delivery and use the 120-night trial instead.

Yes, as long as your order hasn&apos;t been dispatched yet. You can do it yourself in a couple of minutes.
How to cancel
<ol>
<li>Log in at <a href="https://au.koala.com/pages/accounts">Manage my orders</a>.</li>
<li>Open the order you want to cancel and select &quot;Edit my order&quot;.</li>
<li>Choose &quot;Cancel my order&quot; and follow the prompts to confirm.</li>
</ol>
You&apos;ll get a confirmation email, and a full refund to your original payment method within 3 to 5 business days. If you paid with Afterpay or Zip, the refund goes back through them and any instalments you&apos;ve already paid are returned to you.
Can&apos;t see the cancel option? That usually means your order has already been dispatched. Once it&apos;s on its way, we can&apos;t stop it, but you&apos;re still covered by the 120-night trial. Take delivery, and if you&apos;d rather not keep it, <a href="https://au-koala.gorgias.help/en-US/how-does-the-koala-120-night-trial-return-policy-work-750471">start a return</a> and we&apos;ll refund the purchase price.
Cancelling part of an order Partial cancellations can&apos;t be done through your account. <a href="https://contact.gorgias.help/forms/dpacit3j">Contact us</a> with your order number and the item you&apos;d like removed, and we&apos;ll take care of it if the order hasn&apos;t been dispatched.

Can I cancel my order?

Out-of-stock items can still be ordered now. The delivery date at checkout reflects when the next stock is ready, so ordering ahead secures your place in the queue. There's no notify-me option.

If a product shows a delivery date further out than usual, that&apos;s because it&apos;s waiting on our next shipment of stock. The good news is you can still order it now.
Order now to secure the next available stock When you add the item to your cart and head to checkout, the earliest delivery date shown is based on when the next stock is due to land and be ready to ship. Ordering now puts you at the front of the queue for that shipment. You&apos;ll be charged at the time of purchase, and your 120-night trial doesn&apos;t start until the day it&apos;s delivered.
Choosing your delivery date Pick the soonest available date at checkout if you want it as early as possible. If a later date suits you better, you can select that instead. Either way, we&apos;ll send you an SMS when your order leaves the warehouse.
What if the date moves? Occasionally a shipment is delayed. If that happens to your order, we&apos;ll let you know by SMS and email with the updated date, and you can <a href="https://au-koala.gorgias.help/en-US/can-i-make-changes-to-my-order-including-delivery-date-changes-after-purchasing-750503">change or cancel your order</a> in your account at any time before dispatch.
Do you have a &quot;notify me when back in stock&quot; option? Not at the moment. Ordering ahead is the most reliable way to make sure you get the item from the next shipment.

The product I want is out of stock. When will it be available?

Click the "Contact Us" link above to start a Support Ticket.

Live Chat - Click the speech bubble in the bottom-right corner of your screen to begin.

Call us: 1800 KSLEEP (1800 575 337)
Mon - Fri: 9am - 6pm
Sat - Sun: 9am - 5pm

Monday - Friday: 9AM - 6PM AEST
Weekends: 9AM - 5PM AEST

Koala Help Center

Changing or Cancelling an Order

Delivery & Shipping

Track your Order

Will I get a heads up when the delivery is made?

When will I receive my delivery? Can I select a specific day for delivery?

Do I need to be home to receive my delivery?

Do you deliver to my apartment door?

Can the courier bring my delivery inside my home?

Do you offer contact-free delivery?

Do you deliver after work hours? Can you deliver on the weekend?

If I order now, can I get delivery later?

Tracking & Delivery Updates

Where do you deliver?

Koala does not deliver to my postcode, why? What can I do?

Is delivery free everywhere in Australia?

How is my delivery fee calculated?

What are large, medium & small furniture items? How does it impact my delivery?

It is saying I am ‘regional’ but I consider myself ‘metro’, who dictates these categorisations?

Koala used to provide free delivery nationwide, why are you charging for furniture-only orders?

Remote Customers: Why Am I Unable to Purchase Furniture Items? Why Can I Only Purchase a Mattress?

Do you deliver to PO boxes or Parcel Lockers?

Does Koala have International Delivery?

Delivery Fees & Zones

What states are these services available?

Will the assembler build in our room of choice?

Will I be contacted when my order is on the way?

Can I choose a date and time for this to be delivered?

I received a text notifying me of a delay of my Premium Delivery Service. What happens now?

I've purchased more than one item. What is the cost of premium delivery for me?

What are the costs for Premium delivery?

What's not included in the service?

What products are included in the Premium Delivery Service?

How can I access the premium delivery service?

What is Koala's Premium Delivery Service?

Premium Delivery

Premium Delivery Service

Help - I'm missing items from my order.

I received a text notifying me of a delay. What happens now?

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

Problems with Your Delivery

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

How do I submit a request for a 120 night return?

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

If I order now and choose a future delivery date, does the 120 night trial start from the date of purchase or the date I receive my product?

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

In what condition do you accept returns?

What do you do with returned products?

How long will it take to receive 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?

How long until my return is collected?

120 Night Trial

How do I make a warranty claim?

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?

Warranty

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

How can I address assembly issues with the furniture if holes do not fit and drawers collide?

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 SE Mattress

Koala Mattress

Koala Plus Mattress

Koala Luxe 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]

Sheet Sets

Duvet Cover Set

All Seasons Duvet

Balmy Night Duvet

Great Barrier Mattress Protector

Bedding & Linen

Bedside Table

Balmain Floating Bedside Table

Kirribilli Side 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

OG Sofa Bed

Stunner Sofa Bed

Wanda Sofa Bed

Sofa Beds

Kirribilli Coffee Table

Coffee and Side Tables

Kirribilli Bookshelf

Bookshelves

Living Room

Are the 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 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

Are sheep harmed in the process of harvesting wool?

Does mulesing still occur on farms?

What does "RWS" and "ZQ" mean?

What's the difference between Wool, Jute or Synthetic Rugs?

Are the rugs the exact dimension and as seen on the website?

Are the rugs colourfast?

Do I need to use a rug underlay?

How long does it take for my rug to settle flat on the floor after receiving it?

Can I recycle my old rug?

Can I put the rug on my carpet?

Can I put my rug under furniture?

Are robot vacuums safe for rugs?

Are your rugs pet friendly?

Is it normal for a Wool rug to shed?

My rug has a slight smell after unboxing - is this normal?

I can see some loose loops and loose thread ends on the surface of my rug. Is that an imperfection?

How often should I get my rug cleaned?

Rugs

What is a throw blanket?

Where and how should I use my throws?

Should I use fabric softeners on my throw?

Is Organic cotton really better for the environment?

What does Organic Content Standard (OCS) mean?

Are your throws suitable for outdoors?

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?

Are the mattresses 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 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 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?