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Koala Help Center

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We’re apologise for the inconvenience. If you have tried all the troubleshooting steps and the issue persists; please submit a request to our Customer Service team and we’ll work to resolve the issue as quickly as possible for you!

I’ve worked through all these troubleshooting steps and I still have an issue?

Referrals

How can I fix a stuck zipper on my mattress topper?

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

Organic Cotton Mattress Protector

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

Coaster Coffee Table

Kirribilli Coffee Table

Coffee and Side Tables

Balmain Bookshelf

Kirribilli Bookshelf

Kirribilli Console

Kirribilli TV Unit

TV, Bookshelves & Consoles

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

Where can I see the workmate desk?

How do I assemble the workmate desk?

How do I clean the workmate desk?

How do I recycle the packaging?

Workmate Home Office Desk

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

Where can I see the Serenity Dining Table?

How do I assemble the Serenity Dining Table?

Serenity Dining Table

How do I clean my chair?

What is the recommended weight capacity for your Dining Chairs?

How do I make my chair feel stable?

Dining Chair Weight Limit

Curved Dining Chair

Are the covers for the Straight Back Dining Chair removable?

Where can I see the Straight Back Dining Chair?

What is the recommended weight capacity for the Straight Back Dining Chair?

How do I assemble the Straight Back Dining Chair?

Straight Back Dining Chair

Office & Dining

What age range is the Joey Baby Mattress suitable for?

Is the Joey Baby Mattress safe for my baby to sleep on?

Why have you designed the mattress to be so firm?

Can I wash the Joey Baby Mattress cover?

Can I use a mattress protector with the Joey Baby Mattress?

What cot is suitable for use with the Joey Baby Mattress?

Is the Joey Baby Mattress covered by the 120 Night Trial period?

Can I wash the internal cover?

Is the mattress flame retardant?

How do I dispose of the packaging that the Joey Baby Mattress comes in?

Is the Joey Baby Mattress environmentally friendly? Does the Joey Baby Mattress contain any harmful chemicals?

Do you sell sheets that fit the Joey Baby Mattress? What bedding do you recommend?

Should I use a pillow with the Joey Baby Mattress?

Do you sell spare Joey Baby Mattress covers?

Joey Baby Mattress

What age is the cot suitable from?

Which height setting should I use?

Does the cot have a drop side?

Can I attach bumpers or airwraps to the sides of the cot?

Can I use another brands mattress?

Can I paint the Kookaburra Cot?

Does the Cot convert into a toddler bed?

Are there any toxic or harmful materials used in the lacquer?

What should I do if my child is biting the side rails?

Kookaburra Cot

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?

I’ve worked through all these troubleshooting steps and I still have an issue?Updated 5 months ago