Yes. We'll send you an SMS text message when your order leaves our warehouse, with a tracking link so you can follow it.

Yes. We&apos;ll text you when your order leaves our warehouse, and your delivery text includes a tracking link so you can follow it.
Premium Delivery You&apos;ll get an email confirming your delivery date. On the day, the delivery team will call or text you with a narrower time, and let you know when they&apos;re on the way.
Can&apos;t find a message? Check your spam or junk folder for emails from us. You can also <a href="https://au-koala.gorgias.help/en-US/track-your-order-956742">track your order</a> in your Koala Account at any time.

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

When your order will arrive, and how to choose a future delivery date at checkout. Metro customers pick a date and time, including evenings, Saturdays and same day when capacity allows.

You&apos;ll see your delivery options before you pay. Add your items to the cart, head to checkout and enter your postcode.
Metro areas (Sydney, Melbourne, Brisbane, Canberra, Adelaide, Perth) Choose your delivery date and time window at checkout. Weekday daytime and evening windows are available, and Saturday delivery is offered for most products.
Same-day delivery In metro areas, same-day delivery may be available when our delivery partners have capacity. Check the earliest delivery date and time at checkout to see if it&apos;s offered for your order.
Regional and rural areas Checkout shows the date range your delivery is expected in. Our regional delivery partners can&apos;t book a specific day or time, and your tracking will update once your order is on the truck for delivery.
Want it later? Pick a future date at checkout. You can lock in today&apos;s price and have it arrive when you&apos;re ready. If plans change, 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 your delivery date</a> in your Koala Account any time before dispatch.
Ordering a smaller item on its own? Bedding, cushions and pillows ordered by themselves may arrive on a different timeframe. Checkout shows the estimate.
Earliest date further out than you expected? That usually means the item is waiting on new stock. <a href="https://au-koala.gorgias.help/en-US/The-product-I-want-is-out-of-stock-When-will-it-be-available-8100223">Here&apos;s how that works</a>.
Where we deliver We deliver to most of Australia, though not to PO boxes or parcel lockers. If no delivery options show for your postcode, <a href="https://au-koala.gorgias.help/en-US/why-cant-you-deliver-to-my-postcode-8694954">here&apos;s why, and what you can do</a>.

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

Not home for your delivery? With authority to leave, metro drivers will leave your order. Regional couriers may leave it in a safe place. Also covers apartments, stairs, room of choice and Premium Delivery.

It depends on where you live, the delivery service you choose, and whether you&apos;ve given authority to leave.
Metro areas If you&apos;ve given authority to leave, the driver will leave your order if no one&apos;s home. Without it, someone needs to be there, so choose a delivery date and time window at checkout when someone can be home.
Regional and rural areas If you&apos;re not home when the courier arrives, they may leave your order in a safe place.
How to give authority to leave Tick &quot;I provide authority to leave my delivery unattended&quot; at checkout. Already ordered? <a href="https://au-koala.gorgias.help/en-US/customer-support-786066">Get in touch</a> before your delivery and we&apos;ll add it for you.
Where the driver takes it
<ul>
<li>Standard delivery: to your front door. If you&apos;re in an apartment, the driver will use the lift or carry items up to 3 flights of stairs (about 30 steps). Drivers can&apos;t come inside your home, so if the boxes are heavy, it helps to have someone there to give you a hand.</li>
<li>Room of choice (metro, most products): a two-person team carries your order into the room you choose. Someone needs to be home to let them in.</li>
<li>Premium Delivery (metro): delivered to the room you choose, assembled, and the packaging taken away. Someone needs to be home for the whole delivery window. <a href="https://au-koala.gorgias.help/en-US/articles/premium-delivery-service-183130">More about Premium Delivery</a>.</li>
</ul>
Room of choice and Premium Delivery can be selected at checkout where they&apos;re available. Prices vary by location and product, and you&apos;ll see yours at checkout. Already ordered and want to upgrade? <a href="https://au-koala.gorgias.help/en-US/customer-support-786066">Get in touch</a> before your order is dispatched.
Proof of delivery Our delivery partners take a photo when your order is delivered, and only ask for a signature when a photo isn&apos;t possible.
Tip: use the delivery instructions field at checkout (up to 45 characters) to tell the driver where to go, for example &quot;side gate&quot; or &quot;call on arrival&quot;.
Not sure where your order was left? <a href="https://au-koala.gorgias.help/en-US/tracking-says-delivered-but-i-dont-have-my-order-what-now-8100199">Here&apos;s where to look</a>.

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

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

Delivery Times & What to Expect

Delivery & Shipping

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

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?

My order arrived damaged. What do I do?

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

Problems with Your Delivery

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's my return? What happens next, and when do I get my 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 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

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?

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 guardrails?

Can I assemble my bed base without the headboard?

Are there any toxic or harmful materials used in the lacquer?

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?

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 my 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?

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 Ottoman be connected to the sofa like a chaise?

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

Can I purchase additional or replacement covers separately?

Playtime Ottoman

Koala x Bluey

Our Products