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For further support please view our FAQs, or fill out an enquiry form below.
Top FAQs
We deliver to customers Australia-wide, with a few little exceptions of some of Australia’s islands that our Koala vans just can’t quite swim over to.
If you're in Sydney, Melbourne, Adelaide, Brisbane or Perth you can select a delivery time that's convenient for you - weeknights until 8pm and Saturday mornings included!Find out more about how we deliver
We can also leave your delivery somewhere safe if you're not home, just double check that you have ticked the box during checkout that gives our drivers the authority to leave your package unattended. If you forgot to check this box, click here to contact us.
In selected areas of Sydney and Melbourne we've partnered with Soft Landing, a mattress recycling social enterprise, to remove and recycle your old mattress for FREE.
Once you've ordered your koala mattress, we'll send you the details to book your mattress pick up through Soft Landing. Get your Koala Mattress now.
Yes absolutely! You can select your desired delivery date/window in the check out. Simply add your items to the cart, and proceed to checkout. Before you are asked to make any payment, you will have the option to check out available delivery dates, even into the future!
Yes! Unlike other popular brands, if you don’t absolutely love it by the 120th night, you can return your product even if you’ve used it!
For returns within the 120 night trial and products under warranty, let our customer service team know via support@koala.com and provide:
Your full name
Order number
Product
The costs of return shipping are covered if the pick up location is within the metro areas of Sydney, Melbourne, Brisbane, Adelaide and Perth. Outside of the big smoke, return shipping isn't covered. We'll get you to ship the product back to our nearest returns depot - our depots are located in metro areas of Sydney, Melbourne, Brisbane, Adelaide and Perth.
Yes, all our products come with our Koala Warranty regardless whether you purchased your product on sale or at full price. The Koala Warranty begins on the date that you receive your product and continues for:
10 years for our mattresses Download 10-Year Koala Warranty PDF
5 years for our furniture Download 5-Year Koala Warranty PDF
1 year for our bedding products Download 1-Year Koala Warranty PDF
The benefits provided under the Koala Warranty are in addition to your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Unfortunately no other discounts can be combined with a sales discount.