From unboxing to your first sit-down. Here’s how to get set up without the stress.

Shipping & Assembly

Find your perfect match. Details on our fabric range, durability, and how to customize your vibe.

Fabrics & Customization

Because life happens. Here’s how to clean, wash, and maintain your Torquay for years to come.

Care & Maintenance

Rest easy. Dive into our non-toxic materials and the science behind that "sinking-in" feeling.

Comfort & Safety

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Koala

Get to know the ins and outs of the Torquay collection. From layout ideas to assembly tips and cover info, these guides will help you make the most of your Torquay modular sofa!

Torquay Sectional Sofa

Our Products

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?

Will the sale affect my delivery window?

Is it in stock, and when will my order ship?

Where is my order? Track your order

Only some of my boxes arrived. Where's the rest of my order?

Tracking & Delivery Windows

How much does shipping cost?

Where do you ship? Do you ship to Canada, Alaska or Hawaii?

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?

My delivery is delayed or late. What happens now?

Shipping Questions

How do I update my delivery address?

Can I reschedule or delay my delivery?

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?

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

I placed an order but haven't received a confirmation email

Where can I find my order number?

Managing Your Order

Orders & Delivery

Are Koala fabrics exclusive to Koala?

What does "recycled content" mean in Koala fabrics?

Can I order free fabric swatches?

Which Koala sofa bed is right for me?

Which sectional sofa is right for me? Tamarama vs Torquay vs Bangalow

What's the difference between the Koala Sofa Bed Generation 3 and Generation 4?

Koala Sofa Bed (Gen 3) vs. Byron Sofa Bed: What's the difference?

Buying Guides & Inspiration

Are the Koala Sofa Bed (Gen 4) covers removable and machine washable?

How do I care for and clean my Koala Sofa Bed (Gen 4) covers?

Why does my Koala Sofa Bed (Gen 4) look uneven after unboxing?

Can I sleep on my Koala Sofa Bed (Gen 4) every night?

Can I sleep on my Koala Sofa Bed (Gen 4) as soon as it arrives?

What size sheets fit the Generation 4 Koala Sofa Bed?

Does the Koala Sofa Bed (Gen 4) come with an ottoman?

How much weight can the Koala Sofa Bed (Gen 4) hold?

Koala Sofa Bed Generation 4

Assembly/Care

General Questions

Product Questions

Koala Sofa Bed Generation 3

Koala Sofa Bed

Are the Byron Sofa Bed covers removable and machine washable?

How do I care for and clean my Byron Sofa Bed covers?

Why does my Byron Sofa Bed 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?

How much weight can the Byron Sofa Bed hold?

Can I sleep on my Byron Sofa Bed every night?

How do I assemble my Byron Sofa Bed?

What size bed does the Byron Sofa Bed fold out to?

How high is the Byron Sofa Bed off the ground in bed mode?

What are the dimensions of the Byron Sofa Bed ottoman?

How much does the Byron Sofa Bed weigh?

Byron Sofa Bed

What are the dimensions of the Wanda Sofa Bed?

Which side does the Wanda Sofa Bed chaise go on?

Where are the back cushions for my Wanda Sofa Bed?

How much weight can the Wanda Sofa Bed hold?

I can't reach the handles on my Wanda Sofa Bed's slide-out frame

Will the Wanda Sofa Bed slide out on carpet or rugs?

What are the Wanda Sofa Bed covers made of?

How durable is the Wanda Sofa Bed fabric?

Is it normal for my Wanda Sofa Bed fabric to look loose?

Can I remove the Wanda Sofa Bed covers?

Wanda Sofa Bed

How does the OG Sofa Bed arrive, and how do I assemble it?

What is the OG Sofa Bed?

Can I remove and wash the OG Sofa Bed covers?

OG Sofa Bed

Where are the legs and hooks for my Torquay Sectional Sofa?

Does the Torquay Sectional Sofa arrive with covers on?

Do I need tools to assemble the Torquay Sectional Sofa?

Is the Torquay Sectional Sofa easy to rearrange or move?

Is there a Torquay Sectional Sofa assembly guide?

What fabrics and colors does the Torquay Sectional Sofa come in?

Can I change my Torquay Sectional Sofa covers later?

How durable is the Torquay Sectional Sofa fabric?

Is the Torquay Sectional Sofa fabric water-resistant?

Why are my new Torquay covers wrinkled?

How do I wash my Torquay Sectional Sofa covers?

Should I wash my Torquay covers inside out?

What makes the Torquay so comfy?

Is the Torquay Sectional Sofa eco-friendly?

Are the Torquay Sectional Sofa fabrics free from PFAS?

What is the Tamarama Sectional Sofa?

Can I add sections to my Tamarama or change the layout later?

How does the Tamarama Sectional Sofa arrive, and how do I assemble it?

How do I clean and care for my Tamarama Sectional Sofa?

What fabrics and colors does the Tamarama Sectional Sofa come in?

Tamarama Sectional Sofa

How big is the Bangalow Sectional Sofa once assembled?

Why did some of my Bangalow covers arrive off the frame?

How do the Bangalow modules connect?

Can I assemble and take apart the Bangalow myself?

Is there a Bangalow assembly guide I can follow?

What's the difference between bouclé and demi-bouclé on the Bangalow?

How durable is the Bangalow fabric? Is 100,000 Martindale better?

Does the Bangalow ottoman connect to the sofa?

Does the Bangalow ottoman or chaise have storage?

Are the Bangalow covers machine washable?

Should I wash my Bangalow covers inside out?

How do I stop my Bangalow Sectional Sofa sliding on the floor?

Bangalow Sectional Sofa

How much weight can a Koala sectional sofa hold?

How many ways can I set up my Koala sectional sofa?

Can I add more pieces to my sectional sofa later?

Can I buy extra or replacement covers for my sectional sofa?

Can I remove the whole cover on my Torquay or Bangalow sectional?

How do I spot clean my sectional sofa?

Do I need a fabric protector on my Koala sofa?

How durable are Koala fabrics? (Martindale rating)

What is the water-resistant treatment on Koala fabrics?

Can a sofa bed ottoman connect to my sofa bed like a chaise?

Can I buy extra or replacement covers for my sofa bed?

Do you have a showroom where I can try a Koala sofa in person?

General Product Questions

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?

Do I need to keep the original packaging for a return?

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?

Does the 120-day trial still apply to sale items?

120-Day Trial

What is covered under my warranty?

What is not covered by the Koala warranty?

How do I make a warranty claim?

Are warranties different for items bought on sale?

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?

I received the wrong item, color or size. What do I do?

Warranty & Quality

Returns & Warranties

What payment methods do you accept?

Does the price include sales tax? Are there any tariff fees?

Do you offer financing or "Buy Now, Pay Later"?

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?

What’s the best way to snag a deal?

Can I use a discount code on top of sale prices?

I just bought this full price - can you match the sale price?

Payments, Sales & Discounts

Koala Sustainability & Responsibility

Sustainable Materials

Designed in Sydney

About Koala

Contact us: phone number, live chat and email

How can I leave a review or share my feedback?

Get in Touch

I recently made a purchase - can I get the sale price?

When does the Black Friday Sale end?

Can I purchase now during the sale but have my order delivered at a later date?

Can I return items purchased during the sale?

Will there be limited stock or delivery delays during the sale?

How do I get the most off?

Why isn't my discount code working?

Do you offer swatches so I can choose a fabric?

I signed up for emails/SMS and never received my discount code!

Will my order arrive in time for the holidays?

Black Friday Sale 2026