Our response during COVID-19.

Our response during COVID-19.

Our response during COVID-19.

Frequently Asked Questions

Returns & Exchanges

We offer a 120-night trial period. If you’re not sold by night 120, you can return your product, even if you’ve used it. You will get a full refund.

The return shipping is covered in Sydney, Melbourne, Brisbane, Adelaide and Perth, and if you're returning a mattress, bed base or sofa we'll pick your return up for free. Outside of these areas return shipping isn't covered. We'll get you to ship the product back to our nearest returns depot (Sydney, Melbourne, Brisbane, Adelaide, Perth).

 

Delivery & Shipping

If you're in one of our same-day delivery areas (Sydney, Melbourne, Adelaide, Brisbane and Perth) you can select a delivery time that's convenient for you. Order before 2pm on any weekday and we can deliver your order within 4 hours. Weekday evening and Saturday morning deliveries are also available!

Outside of our same-day delivery areas delivery is still completely free. Your items will be shipped from our metro warehouses so delivery will take longer. You will receive your delivery in 1-10 business days.

 

Our Products In A Nutshell

All Koala products are proudly designed in Australia by our super talented team headquartered in Sydney. Our popular design aesthetic draws inspiration from Aussie lifestyles and our beautiful wildlife.

At Koala, our priority is the thrivability of customers and Aussie habitats and this will always be our focus as we believe that business can be a force for good through careful design and care for nature. We are a certified B Corp business which means we have been independently verified by B Lab to meet the highest standards of social and environmental performance and transparency to balance profit and purpose. Read more about this awesome initiative here.

 

Covid-19

We have made sure all recommended procedures are implemented within our warehouse while continuing production without delays.

Our warehouses are being cleaned more frequently and rigorously. We are following advice from the World Health Organisation and local health authorities and all our packaging staff have increased access to hand sanitiser, along with personal protective equipment where required and relevant.

We have a number of extra ways we’re supporting our teams during this time. Most Koalas are now working from home to take part in protecting the community, and attentively monitoring ongoing developments.

 

Billing & Payments

We accept Mastercard, VISA, Amex, PayPal, Afterpay, Zipmoney and Openpay. We operate online, so unfortunately we cannot accept cash. For security reasons we don't accept payment over the phone.

 

Warranty

If you reckon your product might have a defect and you're the original buyer, click here to contact us so we can sort this out for you quick smart.

When you get in touch, photos can help us understand the issue, so it's recommended that you're with your product. This helps us to speed up your claim.

 

All Seasons Duvet

You can use the silicone connectors in the corner of each of the duvets, to connect these two together. They fit together very easily and will hold in place while you sleep.

 

Balmy Night Duvet

TENCEL™ is made from sustainably-sourced wood. The process used to create TENCEL™ fibres is eco-friendly, and has won awards for its low environmental impact. The result is a fabric that's more absorbent than cotton, softer than silk and cooler than linen.

 

Bedside Table

We use American white oak to veneer the plywood and MDF. The rounded back corners are made from solid American ash.

 

Coastal Armchair

Pilling is a very normal part of owning a fabric sofa and can be caused by loads of different factors around the home.

Throws, rugs, clothes & pets can all leave additional fibres and as the surface comes in contact with a single or small group of fibres, the yarns will begin to twist, forming what is known as ‘pills’.

Don’t forget that your sofa is brand-spanking new and the yarns we used to create it contain millions of individual fibres. Losing a few of these on the surface as the fabric settles is as normal as wearing thongs to the beach.

The great news is, removing pilling is a piece of cake and will not affect the performance of your fabric. You can remove the pills yourself with an electric fabric shaver.

You can also vacuum your sofa on a weekly basis, this will help maintain the sofa and reduce the pilling.

If you experience pilling on your sofa fabric or even feel like a chat about your weekend you can contact our friendly customer service team and they'll be able to steer you in the right direction.

 

Coastal Sofa

Covers should not be removed. Please follow the care instructions in the upkeep of the sofa and you will be able to maintain the new condition of your fabric sofa for many years to come. If you have any questions about the upkeep of your piece, don’t hesitate to get in touch and our team will be happy to help.

 

Coaster Coffee Table

The Coaster Coffee Table assembles in 8 easy steps with no hardware required.

 

Compact Sofa

Pilling is a very normal part of owning a fabric sofa and can be caused by loads of different factors around the home.

Throws, rugs, clothes & pets can all leave additional fibres and as the surface comes in contact with a single or small group of fibres, the yarns will begin to twist, forming what is known as ‘pills’.

Don’t forget that your sofa is brand-spanking new and the yarns we used to create it contain millions of individual fibres. Losing a few of these on the surface as the fabric settles is as normal as wearing thongs to the beach.

The great news is, removing pilling is a piece of cake and will not affect the performance of your fabric. You can remove the pills yourself with an electric fabric shaver.

You can also vacuum your sofa on a weekly basis, this will help maintain the sofa and reduce the pilling.

If you experience pilling on your sofa fabric or even feel like a chat about your weekend you can contact our friendly customer service team and they'll be able to steer you in the right direction.

 

Cork Sofa

Don't stress, cork is a natural fabric so the padding, cushions and seats soften and start to conform to your natural body shape. This makes it bloody comfy but this isn’t a defect, light creasing and wrinkling is expected. To ensure the cork wears evenly you can alternate your choice of seating or move the cushions around from time to time.

 

Curved Dining Chair

Spot clean any spills by blotting with a clean cloth. Avoid rubbing and allowing spills to dry. If further cleaning is required use a clean cloth and mild, warm, soapy water solution using non coloured soap flakes. Do not soak. Dry in share away from direct heat and sunlight.

 

Cushy Sofa Bed

Even though there are zippers on some covers we don’t recommend removing them to wash.

 

Duvet Cover Set

TENCEL™ is made from sustainably-sourced wood. The process used to create TENCEL™ fibres is eco-friendly, and has won awards for its low environmental impact. The result is a fabric that's more absorbent than cotton, softer than silk and cooler than linen.

 

Everyday Armchair

The best place to try the Koala Everyday Armchair is in the comfort of your own home! We offer a risk-free 120-night trial so if you buy the armchair and don’t love it, you can return it for a full refund. In Sydney, Melbourne, Brisbane, Adelaide and Perth, we’ll even pay for return shipping, or pick up your return for free.

 

Hangout Open Wardrobe

The wardrobe is made of high quality birch veneered plywood with an advanced powder-coated, UV cured finish. The finish provides a high degree of durability, colour fastness and antimicrobial protection.

 

High Back Armchair

The best place to try the Koala High Back Armchair is in the comfort of your own home! We offer a risk-free 120-night trial so if you buy the armchair and don’t love it, you can return it for a full refund. In Sydney, Melbourne, Brisbane, Adelaide and Perth, we’ll even pay for return shipping, or pick up your return for free.

 

Lounging Sofa

Covers should not be removed for cleaning. Please follow the care instructions in the upkeep of the sofa and you will be able to maintain the new condition of your fabric sofa for many years to come. If you have any questions about the upkeep of your piece, don’t hesitate to get in touch and our team will be happy to help.

 

Mattresses

Koala recommends unboxing your new mattress within a few days of receiving it. This will ensure integrity in the foam resilience so it delivers a not-too-soft, not-too-hard but just right firmness.

If you are concerned about your Koala mattress being delivered to you before you need it, please get in touch with our wonderful Customer Service team and they can arrange delivery for you at a later date.

 

Modern Sofa

When you get rid of packaging thoughtfully not only is it better for the environment, it can be reused to create new products.

  1. Paper and Cardboard (including Honeycomb Cardboard) - Flatten your cardboard boxes or rip them up before placing them in your recycling bin in order to save space. You don’t need to worry about removing any tape or labels from your cardboard boxes. They will be removed in the recycling process.

  2. Soft plastic packaging - While these are recyclable, In Australia, soft plastic packaging can’t be recycled through most kerbside recycling services. You can recycle soft plastics through the REDcycle bins found at Coles and some Woolworths stores.

  3. Woven Polypropylene material / bags and Bubble wrap (large sheets cut into A3 size pieces) - The REDcycle program makes it easy for you to recycle your soft plastics - simply gather together all your scrunchables and drop them into a collection bin at participating supermarkets.

If you’re ever unsure what the go is, pay a visit to recyclingnearyou.com.au or contact your local council

 

Paddington Bed Base

You can find assembly instructions here or watch our assembly video here (links to come)

 

Serenity Dining Table

 

Sheet Set

TENCEL™ is made from sustainably-sourced wood. The process used to create TENCEL™ fibres is eco-friendly, and has won awards for its low environmental impact. The result is a fabric that's more absorbent than cotton, softer than silk and cooler than linen.

 

Sofa Bed

Even though there are zippers on some covers we don’t recommend removing them to wash.

 

Straight Back Dining Chair

Yes, the cover can be removed.

 

The Koala Pillow

Our pillow's core is made from 100% polyurethane gel foam. It's infused with a cooling gel and has built-in ventilation. The foam meets CertiPUR-US® program standards for content, emissions and durability, and is analysed by independent, accredited testing laboratories. The cover is made from 66% polyester and 34% TENCEL™ Lyocell Fibers.

 

The Koala TV Unit

Our super slick TV unit is made with a poplar plywood core and finished with a stunning Eucalyptus veneer.

 

Timber Armchair

No, the covers are fixed to the chair.

 

Timber Bed Base

Technically you can but the results aren't guaranteed! Painting or staining your bed base may affect the Koala Warranty.

 

Timber Bookshelf

Yes! We included wall mounts for all bookshelves.
For your safety and those around you, we recommend securing your unit to the wall using the brackets provided. Additional safety information about anchoring your furniture can be found hereFor the top two shelves 10kg per shelf, evenly distributed, is recommended
For the mid two shelves 15kg per shelf, evenly distributed, is recommended
For the bottom shelf 30kg, evenly distributed, is recommended.
Don't place tempting items (like toys) on top of furniture that can encourage children to climb and reach.

 

Upright Office Chair

Our chair is designed with domestic use in mind and has not been specifically tested for use in commercial environments.

 

Virtue Office Chair

The best place to try the Virtue Office Chair is in the comfort of your own home! We offer a risk-free 120-night trial so if you buy the sofa and don’t love it, you can return it for a full refund. In Sydney, Melbourne, Brisbane, Adelaide and Perth, we’ll even pay for return shipping, or pick up your return for free.

 

WFH Desk

The best place to try the koala wfh desk is in the comfort of your own home! We offer a risk-free 120-night trial so if you buy the desk and don't love it, you can return it for a full refund. In Sydney, Melbourne, Brisbane, Adelaide and Perth, we'll even pay for return shipping, or pick up your return for free.

 

Workmate Home Office Desk

Enquiry

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(1800 575 337)

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Saturday 10am-5pm AEST
Sunday 10am-5pm AEST

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