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Koala Help Center

<div data-block="true" data-editor="8q16h" data-offset-key="ao64b-0-0" id="isPasted"><div data-offset-key="ao64b-0-0"><span data-offset-key="ao64b-0-0"><span data-text="true">For Live Tracking please head onto your live tracking on your Customer Order Profile via this link here&#xA0;</span></span><a href="https://account.au.koala.com/orders" rel="noopener noreferrer" style=" text-decoration: none !important;" target="_blank"><span data-offset-key="ao64b-1-0"><span data-text="true">https://account.au.koala.com/orders</span></span></a><span data-offset-key="ao64b-2-0"><span data-text="true">.</span></span></div></div><div data-block="true" data-editor="8q16h" data-offset-key="3s2ce-0-0"><div data-offset-key="3s2ce-0-0"><span data-offset-key="3s2ce-0-0"><br data-text="true"></span></div></div><div data-block="true" data-editor="8q16h" data-offset-key="2tgq1-0-0"><div data-offset-key="2tgq1-0-0"><span data-offset-key="2tgq1-0-0"><span data-text="true">Alternatively, you would have received a Delivery Confirmation Email with the latest delivery updates and live tracking. If you can&apos;t see this in your inbox, we recommend you have a look in your Spam or Junk folders, in case it has popped in there.</span></span></div></div>

For Live Tracking please head onto your live tracking on your Customer Order Profile via this link here https://account.au.koala.com/orders.Alternatively, you would have received a Delivery Confirmation Email with the latest delivery updates and live

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Delivery & Shipping

Standard Delivery & Shipping

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

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?

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

What makes the Playtime Sofa Bed so comfortable to sleep on?

Do I need tools to assemble my sofa bed?

Can I purchase the tent kit separately?

How should I wash the Playtime Sofa Bed covers to keep my sofa bed looking as good as new?

Can I purchase additional or replacement Sofa Bed covers separately?

Can I keep the tent kit assembled at all times?

How should I store the tent kit when it is not in use?

How do I clean and care for my tent kit?

What's the difference between the Lifestyle and Luxe fabric options?

What are water resistant fabrics and how long do they last?

What is the peak height of the Bluey Tent?

Playtime Sofa Bed + Tent

Can the Ottoman be connected to the sofa like a chaise?

Is the Ottoman included with the Sofa Bed, or do I need to purchase it separately?

Can I purchase additional or replacement covers separately?

Playtime Ottoman

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

Can I wash the Snoozytime Mattress cover?

Can my kiddo still sleep on the Snoozytime Mattress while the zip-off topper is in the wash?

Do you sell spare zip-off toppers for the Snoozytime Mattress cover?

What is the recommended age range for the Snoozytime Mattress?

What bed base is suitable for use with the Snoozytime Mattress?

Should I use a mattress protector with the Snoozytime Mattress?

What sheets should I use with the Snoozytime Matress?

Is the Snoozytime Mattress environmentally friendly? (Does the Snoozytime Mattress contain any harmful chemicals?)

Is the Snoozytime Mattress still covered by your 120 night trial period?

Why have you designed the Snoozytime Mattress with pocket springs? All of your other mattresses are foam

Is the Snoozytime Mattress hypoallergenic?

Can I use an electric blanket?

How long can I keep the Snoozytime Mattress in the box?

I've noticed a smell on unboxing the mattress. How do I get rid of it?

Snoozytime Mattress

What age is the Bed base suitable for?

Can I use a different mattress with the bed base?

Can I paint or stain the bed base?

How do I recycle the packaging?

How do I wash the headboard cover?

Can I use the bed base without the headboard cover?

Snoozytime Bed Base + Guard rail

What is the inner cover used for? Can this be removed?

What is memory foam?

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

How long will the pillow last?

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

Can temperature affect the firmness of the pillow?

Snoozytime Pillow

Koala x Bluey

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?

What makes Koala's fabrics exclusive?

Get to know our products

Our Products

Temporary Dispatch Delays

If I order now, can I get delivery later?

Where do you deliver?

Do I need to be home to receive my delivery?

Track your OrderUpdated 10 months ago