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Koala Help Center

<div class="border-b-1 border-grey first:border-t-1 max-w-full"><div class="overflow-hidden visible max-h-full max-w-full"><div class="pb-4 max-w-full"><p class="text-inherit font-weight-body text-md-mobile md:text-md my-2 whitespace-pre-wrap" translate="yes">The premium delivery service is limited to 3 large furniture products and any additional items may attract a further fee. Generally, costs for Premium Delivery Service depend on which items you&apos;re purchasing:</p><ul><li>Customers purchasing large furniture items and the Premium Delivery Service will be charged a flat cost of $245 at the checkout.</li><li>Customers purchasing a mattress only who select the Premium Delivery Service will be charged a flat cost of $95 at the checkout.&#xA0;</li><li>Customers purchasing a mattress &amp; any small goods who select the Premium Delivery Service will be charged a flat cost of $99 at the checkout.</li></ul><p>If you&apos;re unsure, we recommend adding your items into the cart and heading through the final page of the checkout to see delivery service options &amp; costs in your area.&#xA0;</p></div></div></div><div class="border-b-1 border-grey first:border-t-1 max-w-full">&#xA0;</div>

The premium delivery service is limited to 3 large furniture products and any additional items may attract a further fee. Generally, costs for Premium Delivery Service depend on which items you're purchasing:. If you're unsure, we recommend adding yo

I've purchased more than one item. What is the cost of premium delivery for me?

Delivery & Shipping

Premium Delivery Service

How can I fix a stuck zipper on my mattress Comfort layer?

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

Do I need to use a pillow case?

Can I use a pillow protector?

Can I put the Koala Pillow in the washing machine?

What is The Koala Pillow made from?

How can I tell which is the soft side and which is the firm side for the Koala Pillow?

How do I clean the cover on The Koala Pillow?

Can temperature affect the firmness of the pillow?

What size pillowcase will fit my pillow?

What is memory foam?

What does it mean when you say the foam is CertiPUR-US® certified?

How long will my Koala pillow last?

How long will it take to adjust to my new Koala pillow?

What is polyurethane gel foam?

What Pillows do you have in your range

The Koala Pillow

French Linen

Organic Cotton

Sheet Sets

All Seasons Duvet

Balmy Night Duvet

Duvet Cover Set

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

Modern UnReal Leather 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

Can the Upright Office Chair be used in a commercial office?

How does the lift mechanism work?

What is the recommended weight capacity for the Upright Office Chair?

Is the Upright Office Chair Vegan?

Have the chairs been tested for VOC's (Volatile Organic Compounds)?

What is the seat height range?

Upright Office Chair

Where can I see the Virtue Office Chair?

Can the Virtue Office Chair be used in a commercial office?

What is the recommended weight capacity?

Is the Virtue Office Chair Vegan?

Virtue Office Chair

Office & Dining

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?Updated 2 months ago