Missing on unboxing, damaged on arrival, or broke later: what to check, what photos to take, and what to include when you contact us. Spare parts for discontinued products are kept for around 12 months.

It happens. Here&apos;s what to do depending on when you noticed.
Something&apos;s missing from the box Check the packaging thoroughly first, including under any cardboard inserts. Small hardware bags have a habit of hiding. If it&apos;s still missing, <a href="https://contact.gorgias.help/forms/dpacit3j">contact us</a> with your order number and the part number from the assembly guide, and we&apos;ll send a replacement.
Something arrived damaged Take clear photos of the damage and of the packaging, then <a href="https://contact.gorgias.help/forms/dpacit3j">get in touch</a> with your order number. Please don&apos;t throw the packaging away until we&apos;ve been in contact.
Something broke or wore out later If your product is within its warranty period and the part failed through normal use, this is a <a href="https://au-koala.gorgias.help/en-US/how-do-i-submit-a-warranty-claim-968300">warranty claim</a>. If it&apos;s outside warranty, or the damage was accidental, we may still be able to supply a spare part. Contact us with your order number and photos of the part you need.
Discontinued products We aim to keep spare parts available for 12 months after a product is discontinued. That&apos;s not always possible for every component, so the sooner you get in touch, the better your chances.
What to include when you contact us
<ul>
<li>Order number</li>
<li>Product name</li>
<li>Part number or description (from the assembly guide if you have it)</li>
<li>Photos of the part, or of where it should go</li>
</ul>

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

In cases where furniture assembly issues arise, such as misaligned holes or colliding drawers, we recommend escalating the matter to our aftercare team for assistance. Providing us with pictures or a video highlighting the issue can be beneficial in

In cases where furniture assembly issues arise, such as misaligned holes or colliding drawers, we recommend escalating the matter to our aftercare team for assistance. Providing us with pictures or a video highlighting the issue can be beneficial in understanding the problem and expediting a resolution.

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

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

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Koala Help Center

Spare Parts & Assembly

Warranty & Product Care

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

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

Is delivery free everywhere in Australia?

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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?

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

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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

Delivery & Shipping

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

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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

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What is MDF?

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Product Care & Materials

Our Mattress Range FAQs

Koala SE Mattress

Koala Mattress

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Koala Luxe Mattress

Mattresses

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Bed Bases

Overview & Materials

Using Pillowcases & Protectors

Washing & Care

Adjusting Your Pillow

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Lifespan & Warranty

Getting Used to Your Pillow

The Koala Pillow [2nd Gen]

Sheet Sets

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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?