If your order arrives damaged, reach out via our Contact Us page with photos of the issue and your order number. We’ll review it right away to arrange a repair or replacement!

If your order arrives looking a little worse for wear, don&apos;t worry - we&#x2019;ll get it sorted for you. Whether it&#x2019;s a scuff from transit or a box that&#x2019;s seen better days, here is how to handle it:Please reach out to us on our Koala &quot;Contact Us&quot; page as soon as you notice the issue. To help us speed up the process, we will need:<ul data-path-to-node="3"><li>Details of the damage</li><li>Proof of purchase</li><li>Clear photos of the damage</li><li>Clear photos of the product or ID label</li></ul>Once you&#x2019;ve sent those over, we will make every effort to promptly review your claim. If we determine there is a defect or transit damage, we will repair or replace the affected parts or the entire product so you can get back to lounging!

What should I do if my order arrives damaged?

Normal wear includes things like minor fabric pilling, softening of cushions, or indentations under 25 mm. Manufacturing defects involve structural failures or significant sagging. If you're unsure, send us a photo and we'll check it out!

It can sometimes be tricky to tell the difference between a product &quot;settling in&quot; and a genuine manufacturing defect. Here is a quick guide to help you distinguish between the two:Natural Wear and AgingAs you live with your furniture, some changes are completely normal and expected. These are not considered defects and include:<ul data-path-to-node="3"><li>Softening: Just like a new pair of shoes, foam and cushions will naturally soften over time as they are broken in.</li><li>Minor Pilling: Small bobbles on fabric surfaces often occur with use but can be easily removed with a fabric shaver.</li><li>Puddling or Fabric Stretching: Slight ripples in the fabric after sitting are normal as the materials adjust to your shape.</li><li>Natural Variations: Unique timber grains, minor color differences between dye batches, or the natural scent of new materials.</li><li>Minor Settling: Indentations in foam or cushioning that are less than 25 mm deep.</li></ul>Manufacturing DefectsA defect is typically something that happened during the making of the product or a failure of the material itself. You might have a valid warranty claim if you notice:<ul data-path-to-node="5"><li>Structural Failure: Significant sagging, broken frames, or components that don&apos;t fit together as designed.</li><li>Significant Indentations: Foam or cushioning that settles more than 25 mm and doesn&apos;t bounce back.</li><li>Component Malfunction: Zippers that don&apos;t close, seams that come apart prematurely, or hardware that fails during normal use.</li><li>Material Flaws: Large gaps in plywood edges or severe discoloration that isn&apos;t related to light exposure or cleaning.</li></ul>If you&#x2019;re still unsure, the best thing to do is take a few clear photos and send them to us at gday@koala.com. Our team can take a look and let you know if what you&apos;re seeing is a natural part of the product&apos;s life or something we need to fix!

How do I know if I have a defect or just natural wear?

Missing a piece? Reach out via our Contact Us page with your order number and the part name from your instructions. We’ll get the missing component shipped out to you as soon as possible!

There is nothing more frustrating than being ready to build your new furniture only to find a piece is missing. Don&apos;t worry, we&#x2019;ll get that sorted for you quickly.Please reach out to us on our Koala &quot;Contact Us&quot; page so we can get the right part sent out to you. To help us identify exactly what&apos;s missing, please provide:<ul data-path-to-node="3"><li>Details of the missing part: Use the assembly instructions to let us know the specific part name or letter.</li><li>Proof of purchase: Your order number or confirmation email.</li><li>Clear photos of the product or ID label: This helps us track down what may have happned.</li></ul>Once we have those details, we will make every effort to promptly review your request and ship the missing piece out to you so you can finish your setup!

I’m missing a part - can you send a replacement?

Our Aussie team based in LA are here to help!

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Shop Sofa Beds

Our Story

Koala

Accidents happen, and sometimes things arrive less than perfect. If your order has a hiccup, here is how we’ll get it sorted for you.

Faults & Damages

Returns & Warranties

How can I contact the customer service team?

Do you have a phone number I can call?

Can I change or cancel my order after it's placed?

How can I leave a review or share my feedback?

Where can I find my order number?

What are your holiday or sale period response times?

Get in Touch

Where are the legs and hooks hidden?

Do the modules arrive pre-covered?

Do I need my own tools to build it?

Is it easy to move if I rearrange my room?

Do you have an assembly guide I can follow?

Shipping & Assembly

What kind of fabrics can I choose from?

Can I swap out my covers for a new look later?

Will these fabrics stand up to daily life?

Are the fabrics water-resistant?

Fabrics & Customization

Help! My new covers are a bit wrinkled

What’s the best way to clean my covers?

Should I wash my covers inside out?

Care & Maintenance

What makes the Torquay so comfy?

Tell me about your eco-friendly certifications.

Are your fabrics free from "nasties" and chemicals?

Comfort & Safety

The Torquay Modular

How big is my sofa once it's all put together?

Wait, my covers arrived unassembled - is that normal?

How do the modules stay together? Are the brackets secure?

Is it easy to build (and take apart) by myself?

What is a Bouclé (and what on earth is a Demi-Bouclé)?

I heard 100,000 Martindale is the best - how do your fabrics score?

Can a Bangalow Ottoman connect to my sofa, or does it stand alone?

Does the Ottoman or Chaise have hidden storage?

Can I toss my covers in the washing machine?

How do I stop my sofa from sliding around on my floor?

The Bangalow Modular

How much weight can modular sofas handle?

How many different ways can I set up my modular sofa?

Can I add more pieces later to make my sofa bigger?

Can I buy extra or replacement covers in different colors?

Can I remove the whole sofa cover, or just the cushions?

What is the best way to spot-clean and care for my sofa?

Can I use a fabric protector or other cleaning products?

General Modular Questions

Our Modular Range

When will my order arrive?

Can I choose a specific delivery date or time?

Why is my order arriving in multiple shipments?

What if I’m not home to receive my delivery?

My delivery window starts tomorrow, but I still don’t have tracking. What should I do?

Tracking & Delivery Windows

How much does shipping cost?

Do you ship to P.O. Boxes or APO addresses?

Can I request a specific shipping carrier?

Do you offer white-glove delivery or assembly services?

What should I do if my tracking hasn't updated in a few days?

My tracking says "Delivered" but I don't see my boxes - what now?

How are my items packaged for shipping?

How long does shipping take?

Shipping Questions

What payment methods do you accept?

Do you offer "Buy Now, Pay Later" options?

More on Shop Pay Installments: Payments, Late Fees, and Missed Payments.

Can I use multiple payment methods for one order?

Do you have any discounts?

Payment Options & Security

How do I update my delivery address?

Can I delay my delivery if my house isn't ready?

How do I add an item to an existing order?

How do I cancel a specific item but keep the rest of my order?

I forgot to use my discount code - can you apply it now?

Can I change the fabric or color of my sofa after ordering?

Managing Your Order

Shipping, Delivery & Payments

Whats Koala's return policy?

How does the 120-day trial work?

How do I start a return?

What do you do with returned products?

I bought my product second-hand from a friend, can I return it for a refund?

In what condition do you accept returns?

Are there any return shipping fees?

How long does a refund take to process?

Can I exchange my item for a different colour or model?

120-Day Trial

What is covered under my warranty?

What is not covered by the Koala warranty?

How do I make a warranty claim?

Warranty & Quality

Do you have any showrooms where I can test-sit a sofa?

Can I order fabric swatches to see the colours in my home?

Where are Koala products designed and made?

Do you offer a removal service for my old furniture?

Can I sign up for the mailing list to be the first to know about sales?

What should I do if I spot an issue with an ad or think there’s some misinformation?

General Enquiries

Do you have a Martindale rating?

Can I purchase additional or replacement covers separately?

How do I care for/clean my sofa covers?

Are replacement covers available in multiple colors?

What is the water-resistant treatment?

Why does my Koala Sofa Bed cushion look uneven after unboxing?

Can I sleep on my Koala Sofa Bed every night?

Can I sleep on my Koala Sofa Bed as soon as it arrives?

What size sheets should I use on my Koala Sofa Bed?

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

Does the sofa bed come with an ottoman?

Is it easy to assemble and disassemble?

How much weight can the sofa hold?

Koala Sofa Bed Generation 4

Koala Sofa Bed

Assembly/Care

Koala Sofa Bed Generation 3

Are the removable covers machine washable?

Why does my Byron Sofa Bed cushion look uneven after unboxing?

Can I sleep on my Byron Sofa Bed as soon as it arrives?

What size sheets should I use on my Byron Sofa Bed?

Byron Sofa Bed Generation 3

Byron Sofa Bed

How big is the Wanda Chaise sofa bed?

Which side is the chaise positioned on?

Where are my back cushions?

What is the weight capacity of the Wanda?

The handles on the slide - out frame are stuck under the cushion - how do I reach them?