If you're missing a box or two from your order, don't sweat just yet! The first step we'll need you to take is to check your phone - Not only do we send you a text when your order leaves our warehouse, we also send you a sneaky text when your items a

If you&apos;re missing a box or two from your order, don&apos;t sweat just yet! The first step we&apos;ll need you to take is to check your phone - Not only do we send you a text when your order leaves our warehouse, we also send you a sneaky text when your items are delivered!Sometimes there are situations where we cannot able deliver all the items in one go. If this is the case, you should receive a text to let you know that your other items are still on their way and receive an updated ETA for any remaining items. You can also use your tracking to keep an eye on where the remaining boxes are!If your delivery has been marked as complete and you&apos;re still missing something, the best step here is to get in touch with our Customer Service team so we can investigate where that missing box may be.The easiest way to get in touch is to <a href="https://contact.gorgias.help/forms/dpacit3j">submit a request</a> and select &apos;Delivery&apos; - please include the following information in your request:&#xA0;<ol class="ol1"><li class="li1">Order Number (or email address used to place the order);</li><li class="li1">What items/SKUs you&apos;ve received; and</li><li class="li1">What items/SKUs you&apos;re missing</li></ol>Having this information handy helps to speed up the process so we&apos;re able to get the remaining items to you as quickly as we can!&#xA0;

Help - I'm missing items from my order.

While we do everything we can to fulfil all of our orders at our customers' chosen date and time frame, sadly there are some events beyond our control which can sometimes prevent us from doing so. This can include things like shipping delays, unexpec

While we do everything we can to fulfil all of our orders at our customers&apos; chosen date and time frame, sadly there are some events beyond our control which can sometimes prevent us from doing so. This can include things like shipping delays, unexpected weather events or other unforeseen circumstances that may disrupt our normal operations.As soon as we learn of these delays, we immediately notify our customers via text message of their updated timeframe, with the soonest possible date of fulfilment advised. If we receive news that there are any further updates to these orders, we immediately re-contact all customers affected.If you have received a notification advising you of a delay to your Koala products, we deeply apologise for any inconvenience caused. Please know we are doing everything possible to try to get your order delivered as soon as we can. If we have the opportunity to dispatch your order sooner than the revised expectation, we will re-contact you via text once again to advise of the good news.If you would like to make any changes to your order, please&#xA0;<a href="https://contact.gorgias.help/forms/dpacit3j">submit a request</a> and we will help as best as we can.

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

Check out-of-sight spots, neighbours, and the tracking link photo first. Tracking can update before the item physically arrives. If it's still missing after a few hours, contact us with your order number.

Frustrating, we know. Most of the time the delivery is close by. Here&apos;s what to check before you get in touch.
Check the usual spots If you gave authority to leave, the driver will have left it somewhere out of sight from the street: behind a gate, beside a garage, on a back verandah, or with your building manager or concierge. Bulky boxes sometimes go to a side entrance rather than the front door.
Check with neighbours Drivers occasionally leave parcels with a neighbour when nobody&apos;s home and there&apos;s no safe spot.
Check the tracking link Your delivery text includes a tracking link. It will often show a photo of where the item was left, or a note from the driver.
Give it a few hours Tracking can update as &quot;delivered&quot; when the driver scans the item at the start of the final run, before it&apos;s physically at your door. If the status changed within the last few hours, it may still be on its way.
Still nothing? <a href="https://contact.gorgias.help/forms/dpacit3j">Contact us</a> with your order number and let us know where you&apos;ve already looked. We&apos;ll raise it with the delivery partner straight away and sort out a replacement if it can&apos;t be located.

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

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

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Weekends: 9AM - 5PM AEST

Koala Help Center

Problems with Your Delivery

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

Can I make changes to my order after purchasing?

Can I move my delivery date forward?

Can I cancel my order?

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

Changing or Cancelling an Order

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

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?