Frequently Asked Questions

Returns & Exchanges

We offer a 120-night trial period for all products - full-price or on sale. If you’re not sold by 120 nights, you can return your product, and even if you’ve used it you'll get a full refund.

The return shipping is covered for all products in metro areas of 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. For all regional and rural deliveries, the 120-night trial is still available, however the return shipping is not covered. We'll get you to return the product back to our nearest returns Koala Customer Order Fulfilment Centre (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 3pm on any weekday and we can deliver your order within 4 hours, if its in stock. 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 health and safety procedures are implemented by  our customer order fulfilment centre and delivery partners while continuing their operations.

Our partners are ensuring that their fulfilment centres are cleaned every few hours. All staff are following the advice from local health authorities and all staff have access to hand sanitiser, along with personal protective equipment where required.

We are attentively monitoring ongoing developments and will always put the health and safety of our customers, team members and the community first.

 

Billing & Payments

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

 

Warranty

If you're having an issue or need to make a warranty claim, give us a call or drop our customer service team an email via support@koala.com. To help us better support you we ask if you can have ready when you call, or include the following information when you email:

1. Order Number,
2. Current Address (if you have moved since you purchased the product),
3. Contact Number or Email Address,
4. A clear photo or two of the affected product and product ID label (some products have this on the underside), and
5. Summary or description of the concern.

 

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.

 

Paddington Bed Base

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

 

Timber Bed Base

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

Bedside Table

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

 

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.

 

All Seasons Duvet

You can connect the Balmy Nights Duvet with the All Seasons Duvet. Stack the duvets on top of each other and fit the silicone rings in each corner of the All Seasons Duvet over the silicone connectors in each corner of the Balmy Nights Duvet.

 

Balmy Night Duvet

You can connect the Balmy Nights Duvet with the All Seasons Duvet. Stack the duvets on top of each other and fit the silicone rings in each corner of the All Seasons Duvet over the silicone connectors in each corner of the Balmy Nights Duvet.

 

Great Barrier Mattress Protector

When the protector is fully fitted over your mattress, the protector provides a water resistant barrier, so you don't need to worry if you spill liquids on the protector, our clever TPU backing helps prevent the liquid from seeping through to the mattress.

 

Thredbo Mattress Protector

The mattress protector is really easy to fit. Lie the protector on top of your mattress. You can follow the head and toes labels on each side to make sure the protector is the right way round. Then loop the elastic straps under each corner of your mattress. You can then put your sheets on top and it is as easy as that!

 

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.

 

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.

 

Le Linen

Linen can be crinkly. You can embrace the rumpled look or you can iron them for a more crispy look. Follow our care instructions if you choose to iron your linen sheets.

 

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.

 

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.

 

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.

 

Cushy Sofa Bed

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

 

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.

 

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.

 

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

 

Sofa Bed

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

 

Timber Armchair

No, the covers are fixed to the chair.

 

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

 

Serenity Dining Table

 

Coaster Coffee Table

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

 

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.

 

Straight Back Dining Chair

Yes, the cover can be removed.

 

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.

 

Timber Bookshelf

Typically 30kg of evenly distributed weight for the narrow bookshelf and 45kg of evenly distributed weight for the wide bookshelves.

 

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.

 

The Koala TV Unit

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

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Saturday 10am-5pm AEST
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