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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. You will receive your delivery in 1-5 business days and we’ll send a text message on the day it is due to arrive so you know it’s coming.

Find out more about our 4-hour delivery.

Yes! Shipping is free for all of our products, everywhere in Australia. Find out more about our 4-hour delivery.

All our furniture items are delivered by a courier up to your front door. For safety (OH&S) reasons they're not allowed to enter your home, or carry the items up more than three flights of stairs. If you think you'll struggle with the bigger or heavier boxes, we recommend inviting someone over to help.

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 leave your delivery somewhere safe if you're not home. Make sure you tick the box during checkout to let us leave your package unattended.

Yes, we'll send you an SMS when your delivery is on it's way.

Cardboard boxes can be recycled in your kerbside cardboard and paper bin.

Some councils will allow “LDPE 4” in your regular plastic recycling. If yours doesn’t, you can recycle the soft plastic at any REDcycle collection point (found at most Coles and Woolies stores). Please cut the plastic into A3 size sheets before putting them in the bin.

Returns & Exchanges

The 120-night trial is included for free when you buy any koala product. Simply buy it, try it for up to 120 nights. If you don't love it, ship it back for a full refund. In most areas of Sydney, Melbourne, Brisbane, Perth and Adelaide we'll even pick it up for free.

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).

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

We will get back to you as soon as we can. This is usually same business day.

For large furniture items (mattress, bed base, sofa) in Sydney, Melbourne, Brisbane, Adelaide and Perth, we’ll organise a suitable time frame for us to pick it up from you. This is a free pick up. Outside of these cities, we'll ask you to ship the product back to your nearest returns depot.

For pillows and sheets, we’ll give you a replied paid address for you to mail back your product to us.

All of our returned mattresses are either recycled, or donated to those in need through our charity partners.

Your refund will be issued once your return has arrived in our warehouse. It can take 3-5 business days for the refund to be reflected on your method of payment. If you made your purchase through Myer, they will issue your refund and it typically takes 5 days to be processed.

No, our 120-night trial and 10-year warranty are both provided to the original purchaser only, and aren't transferable.

Billing & Payments

First get pre-approved (it takes 3 minutes), then select ZipMoney during checkout!

Yes, we do! Simply select Zipmoney during checkout to apply, you will receive an answer within seconds and can purchase straight away. No waiting for cards to arrive or lengthy approvals, this is all done online during checkout.

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

Things that might be affecting your Afterpay limit:

  • are there sufficient funds on your card (generally they look to see 25% of the order value available to spend)
  • length of time you have been using Afterpay (typically $500 for new customers)
  • amount you have to repay, it may help to pay some off (not a guarantee)
  • adding a credit card may increase your spending power (not a guarantee)

Please contact Afterpay for more information about your specific situation.

You can apply for an Afterpay account during checkout, however typically new accounts have a $500 limit.

Warranty

If you believe that your product is defective and you are the original purchaser, please take a moment to fill in the warranty form (link below) we can get this sorted out for you right away.

Please ensure that your photos uploaded through the form replicate the examples provided, otherwise your claim may be denied or asked to retake the photos, which will delay the turnaround time.

Once we have received the form back we will be in touch within 2-3 business days with an outcome to your warranty request.

No, unfortunately our warranty is provided to the original purchaser only and isn't transferable.

Yes, all our products come with a risk-free 120-night trial as well as warranties. Each item is subject to it's own timeframe and terms and conditions, please check the below product to check them individually.

Mattress

As long as your bed base has adequate support and ventilation, it'll work with the koala mattress. If it's a slat base, the slats should be no more than 7.5cm apart.

Beds from some (swedish) furniture stores are smaller than standard Australian sizes, however, we've tried these ourselves and the koala mattress still fits. You can squeeze the mattress onto a bed frame up to 3cm smaller than the mattress.

If you need to buy a new base, check out our timber bed base. It's strong, easy to assemble and can be delivered in 4 hours with your new mattress.

In Sydney and Melbourne we've partnered with Soft Landing, a mattress recycling social enterprise, to remove and recycle your old mattress. In Sydney this is free, and in Melbourne they charge a small fee.

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.

At Koala we use the world’s most advanced manufacturing technology to provide superior comfort and a cleaner, greener mattress. The Koala Mattress outperforms all other conventional mattresses on the market and exceeds Australasian & Global environmental regulations. With virtually zero emissions and no CFCs during production, the Koala Mattress is a very green product.

We only use GECA (Good Environmental Choice Australia) certified foam in our mattresses. It has undergone rigorous and thorough assessment against the GECA Standards. The GECA label is only awarded to products that have the highest environmental credentials and represent the leading environmentally preferable options in the marketplace. This foam was assessed across its entire lifecycle to be better for the environment, have a lower impact on human health and have been ethically made. There are no heavy metals (such as lead or mercury) in the Koala Mattress. The Koala Mattress does not contain phthalates. The Koala Mattress is made without the use of ozone-depleting substances (methylene chloride).

You can try the mattress at home with our risk-free 120-night trial. If you 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.

You can also find us at these Myer locations: Brisbane City, Melbourne Highpoint, Sydney City. And if you're in Sydney, stop by our Koala showroom (Unit 12, 37-41 O'Riordan Street, Alexandria) to try us out.

We test our mattresses rigourously to make sure they're perfect for people of all shapes and sizes. It's designed to distribute weight evenly, not to sink or bend in the middle. The mattress comes with a 10 year warranty, which protects you against sagging regardless of your weight. Try it for yourself with our risk-free 120-night trial.

The koala mattress is made in Australia from technologically advanced, modern polyurethane foam. It does not contain any latex or memory foam, and is engineered for a cooler feel. Find out more about the koala mattress and its construction.

Yes the mattress is flame retardant, but we do this using a flame retardant stockinette, not dangerous chemicals.

Yes, the koala mattress is extremely flexible and works well with most adjustable bed frames. An adjustable base won't damage your mattress or void your 10-year warranty. Test if the mattress is a perfect fit for your base with our 120-night risk-free trial.

Spot clean the mattress cover with water and mild detergent. For bigger jobs, unzip the mattress cover and hand wash in warm soapy water. Remember to line dry and treat the cover as you would your favourite dress or shirt.

Unfortunately not without the required industrial equipment! It is easy however to store or move it by folding your mattress in half and tying it with a length of rope. Find out what else the koala mattress can do.

The Koala Mattress is specially compressed for ease of shipping. It can take 3-5 days for the mattress to come back to its correct shape and feel, but you can sleep on it right away. It will just get better over the first few days.

Compression or pre-crushing is actually great for foam. This compression removes any inconsistencies within the foams hardness and density. The level of compression within the Koala Mattress reduces the risk of body signatures and drastically increases the foams longevity.

Yes it's safe to use an electric blanket on top of the koala mattress. The mattress even contains a flame retardant stockinette for extra safety.

You don't need a mattress protector for the koala mattress, because the mattress comes with a removable and washable cover. Using an additional mattress protector can result in less airflow and potentially make the mattress feel warmer.

No, the koala mattress is engineered to keep you cool and comfortable. We don't use memory foam or latex, which can feel hot. Even better, our comfort layer features ventilation to provide airflow and to let heat escape.

We don't recommend putting the koala mattress on the floor as it prohibits airflow, which can cause mould and other damage. If you need to buy a new base, check out our timber bed base.

Our mattress is made in Brisbane, Australia.

The koala mattress has been rigorously tested for all the nasty chemicals that can be found in other mattresses.

Here's how you know it's safe:

  • ✔ Made with GECA certified foam to ensure a lower impact on human health
  • ✔ Very low VOC emissions
  • ✔ Doesn't contain heavy metals (such as lead or mercury)
  • ✔ Doesn't contain phthalates
  • ✔ Made without ozone-depleting substances (methylene chloride)

Cardboard boxes can be recycled in your kerbside cardboard and paper bin.

Some councils will allow “LDPE 4” in your regular plastic recycling. If yours doesn’t, you can recycle the soft plastic at any REDcycle collection point (found at most Coles and Woolies stores). Please cut the plastic into A3 size sheets before putting them in the bin.

Sofa

You can remove and machine wash the whole thing!

The best place to try the koala sofa 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.

You won't find our sofa at Myer (yet), but if you're in Sydney, stop by our Koala showroom (Unit 12, 37-41 O'Riordan Street, Alexandria) to check it out.

Cardboard boxes can be recycled in your kerbside cardboard and paper bin.

Some councils will allow “LDPE 4” in your regular plastic recycling. If yours doesn’t, you can recycle the soft plastic at any REDcycle collection point (found at most Coles and Woolies stores). Please cut the plastic into A3 size sheets before putting them in the bin.

Bed Base

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

Once you've unpacked the boxes, all you'll need is 4 minutes to assemble the bed base. You'll find the full instructions inside box 2! Check out the assembly video on our timber bed base page to see how it's done.

100% of the material we selected is recyclable and we only work with traceable wood to ensure that our timber is not coming from places subject to deforestation.

Cardboard boxes can be recycled in your kerbside cardboard and paper bin.

Some councils will allow “LDPE 4” in your regular plastic recycling. If yours doesn’t, you can recycle the soft plastic at any REDcycle collection point (found at most Coles and Woolies stores). Please cut the plastic into A3 size sheets before putting them in the bin.

Sheets

Our flat sheets and sheet sets are available in all the standard Australian sizes. Our duvet cover sets are available in Double, Queen and King size.

Legend
D: Double
Q: Queen
K: King
KS: King Single
S: Single
W: Width
L: Length
H: Height

Pillowcases (W x L)
50 x 75

Duvet Covers (W x L)
D: 180 x 210
Q: 210 x 210
K: 245 x 210

Fitted Sheet (W x L x H)
S: 91 x 190 x 35
KS: 107 x 203 x 35
D: 137 x 190 x 35
Q: 152 x 203 x 35
K: 180 x 203 x 35

Flat Sheet (W x L)
S: 180 x 260
KS: 200 x 260
D: 230 x 260
Q: 245 x 260
K: 275 x 260

* All Sizes in CM

No, we've lab tested our sheets to make sure they're 100% safe against your skin. They are completely safe and free from harmful chemicals. TENCEL® fibre is made using a closed-loop system that ensures almost 100% of chemicals are removed from the fibre and recycled.

TENCEL® is made from sustainably-sourced wood (we use eucalyptus). The process used to create TENCEL® fibers 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.

Pillow

The koala pillow is designed and assembled in Australia and made by our friends in China.

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.