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Koala Help Center

<p>We&apos;ve retired the old Trade sign-in portal. You can now shop the full range directly on our website using a personal trade discount code &#x2014; no separate login needed.</p>

We've retired the old Trade sign-in portal. You can now shop the full range directly on our website using a personal trade discount code — no separate login needed.

What trade discount do I get?

Business & Commercial

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

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?

Why can't you deliver to my postcode?

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

Do you take away my old mattress? Removal, disposal and recycling

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

What is Old Mattress Collection?

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

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

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?

I used to shop through your Trade portal — what's changed?Updated a month ago