Keep an eye on your new gear as it makes its way to you. Find out how to track your boxes in real-time and what to expect on delivery day so you can clear a spot on the rug.

Tracking & Delivery Windows

Got a question about the journey from our warehouse to your front door? Here is the lowdown on where we ship, what it costs to get there, and how we handle deliveries to different types of homes across the country.

Shipping Questions

We want to make getting your dream sofa as easy as sitting on it. Learn about our secure payment methods, including "buy now, pay later" options!

Payment Options & Security

Life happens! If you need to update your address, change your delivery date, or make a tweak to your order before it hits the road, here is how to get it sorted without the stress.

Managing Your Order

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Our Story

Koala

From the moment you hit "buy" to the second your order lands on your doorstep -here’s everything you need to know about getting your new furniture home, paying your way, and tracking your delivery.

Shipping, Delivery & Payments

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?

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?

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?

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?

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

What should I do if my order arrives damaged?

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

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

Faults & Damages

Returns & Warranties

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?