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Koala Help Center

<h2 data-end="151" data-start="108" id="isPasted">Need Help? We&apos;ve Got You Covered!</h2> &#x1F50D; Manage Your Order (Fast and Hassle-Free!)Track your order, reschedule delivery, request a return, or make a warranty claim - all in your Koala Account.&#x27A1;&#xFE0F; <a href="https://account.au.koala.com/?locale=en&amp;region_country=AU">Log in to your Account</a> &#x1F4AC;&#xA0;Chat with Us (Real-Time Support!)Click the chat icon in the bottom-right corner to start a conversation.&#xA0;We&apos;re online Mon&#x2013;Fri: 9am &#x2013; 8pm (AEDT) | Sat&#x2013;Sun: 9am &#x2013; 5pm (AEDT) and ready to help! &#x1F4DD; Submit a Request (We&apos;ll get back to you!)Prefer email? Submit a request, and we&apos;ll get back to you ASAP!&#x27A1;&#xFE0F; <a href="https://contact.gorgias.help/forms/dpacit3j">Submit a request</a><a href="https://contact.gorgias.help/forms/dpacit3j">&#xA0;</a> &#x1F4DE;&#xA0;<a href="https://au-koala.gorgias.help/en-US/2254301-d167fc583e604b0db6e9185c25af67fe">Call Us (We&apos;re here if you need us!)</a>

🔍 Manage Your Order (Fast and Hassle-Free!). Track your order, reschedule delivery, request a return, or make a warranty claim - all in your Koala Account. ➡️ Log in to your Account. 💬 Chat with Us (Real-Time Support!). Click the chat icon in the b

Customer Support

Contact Us

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

Returns & Exchanges

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

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?

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

Can I leave my outdoor furniture outside all year round?

Can I pressure wash my outdoor furniture?

Can I re-stain, paint or oil the timber?

How can I remove stains from the timber?

Is it normal for teak to crack or develop splits?

Can I put the outdoor furniture cushions in the washing machine?

Are the cushions included with the chairs?

Outdoor Range

Do you have swatches or fabric samples of the products?

How do I recycle the packaging my Koala Product arrives in?

Get to know our products

Our Products

If I order now, can I get delivery later?

Where do you deliver?

Do I need to be home to receive my delivery?

Can I make changes to my order (including delivery date changes) after purchasing?

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

Help - I'm missing items from my order.

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

Is delivery free everywhere in Australia?

How is my delivery fee calculated?

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

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

Do you deliver to my apartment door?

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

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

Can the courier bring my delivery inside my home?

If I have a warranty issue with my product, will I have to pay for the return delivery fee?

Do you offer contact-free 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?

Can I move my delivery date forward?

Do you deliver to PO boxes or Parcel Lockers?

Track your Order

Does Koala have International Delivery?

Standard Delivery & Shipping

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

Delivery & Shipping

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

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?

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

In what condition do you accept returns?

How do I return my pillow or linen?

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?

120 Night Trial

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

How do I submit a Warranty claim?

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

Product Support & Warranties

Customer SupportUpdated a month ago

Need Help? We've Got You Covered!