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Koala Mattress Queen Questions & Answers
12 questions from our users
William C.asked
Do normal queen size sheets fit or do you have to buy the sheets they sell?
3 answers
Phil O.Koala
G’day William,
Thanks for reaching out. Our mattress fits a standard fitted sheet so you’re good to go with whatever you have at home!
Sweet dreams,
The Koala Dream Team.
Ok thanks for the quick reply as I'm getting a queen size mattress delivered tomorrow
Phil O.Koala
Great, enjoy your new Koala!
Alison M.asked
Hi, I had my mattress delivered two nights ago. I am finding it very firm. I have woken up with a sore back both mornings. I also have noticed that the middle of the mattress is slightly higher than the sides, causing a slope. Will the mattress soften?
2 answers
Our mattress didn’t have a high spot in the middle - I wonder if you are used to a mattress that’s low on the middle, like most old ones are ?! Our adult son slept on the Koaka mattress in our spare room and it took him 3 days to get used to it.
Koala S.Koala
Hey Alison!
If you are still experiencing the firmness please email our team at [email protected] and the team will help you out with a solution for this :)
Teneille J.asked
First night on our new koala mattress, and I haven’t slept a wink sadly, it’s nearly 5am and I’m far from rested. I feel extremely uncomfortable and am just about ready to go sleep on the air mattress in spare room. It’s like sleeping on a hard slab, my neck feels so unsupported. It stinks of chemicals. I’m trying not to feel disheartened as this held so much promise. We saved hard for this and now I’m having buyers regret. Will it get better, am I just needing to adjust to it? Is this a common problem?
1 answer
Koala S.Koala
Hey Teneille!
It does take about 14 days for your body to adjust to a new mattress, if after the 14 nights you are still feeling the same let us know and we can look into some other options for you.
Generally the first night will be the most difficult for some especially if you're coming from spring mattress.
Danielasked
Just ordered and received my Koala bed today - 3 hour turnaround time was amazing!
However.. dimensions are way off, my queen size bed is a full 5cm short on length, one side only 19cm thick, other side 21cm thick. Will it expand to quoted sizing over the next few days?
3 answers
Koala S.Koala
Hello Daniel, thank you for reaching out. Your foam will indeed still expand in the next couple of hours.
If by tonight it still short, could you please fill in the below form and we will assist:
https://www.surveygizmo.com/s3/5221869/Koala-Mattress-Warranty-Au
Our email is [email protected] and we will get back to you from this email address.
Ben
Thanks for the quick response Ben, it's much appreciated. Unfortunately no change, so I've filled out the form and submitted photos. Kind Regards, Daniel
Koala S.Koala
Thank you Daniel, our team will be in touch with you very shortly :-)
Dianneasked
We just purchased a koala mattress and bed. Who will pick up our old mattress
2 answers
Softlanding should send you an email after your purchase for a free pick up
Koala S.Koala
Hey Dianne,
In Sydney and Melbourne we've partnered with Soft Landing, a mattress recycling social enterprise, to offer a complimentary removal of your old mattress.
Once you've ordered your koala mattress, we'll send you the details to book your mattress pick up through Soft Landing.
Thanks!
Derekasked
I'd be interested to here from people who have had the mattress for a few years not just a few weeks. Foam tends to wear quickly and being all foam I have a feeling there would be massive changes in feel between when you first get the mattress to a few years down the track.
1 answer
Koala S.Koala
Hey Derek,
Hope you are having a great day :)
The Koala Mattress is covered by a 10 Year Full Replacement Limited Warranty. Our mattresses are built to last, and we proudly stand by this unbeatable warranty as proof of our confidence in the product.
You can read a little bit more about the warranty here: https://assets.koala.com/img/emails/Koala_Warranty/10YearLimitedMattressWarranty.pdf
Thanks!
The Koala Team
Ryan G.asked
How good is this mattress for someone who sleeps on their side will it be too firm? Wanting to know before I buy. Thanks.
4 answers
I dislike firm beds and have bursitis in one hip on and off. I’m also a side sleeper (though sometimes I find myself on my back) I’m not having any discomfort at all from this bed. Mattress comes with a lengthy trial period it and if not happy they will refund you. Also will provide a topper if you want that extra layer of comfort.
I think it’s really comfy and I sleep in my side. It’s a 120 day trial so you could just try it.
It's costing me 2500 for a chiropractor to fix my back still not fixed bit of perment damage I changed brands to ecosa mattress and haven't had an issue since but I will be seeking legal advice
Brooke B.asked
What time of mattress protector is bedtvto use.
1 answer
Koala S.Koala
Hi Brooke!
It's entirely up to you.
Ideally try and find something that uses natural fibres so that the mattress can still breathe!
Our mattress also comes with a zip-off washable mattress cover but this isn't 100% waterproof.
Hope this helps!
Jennyasked
Michelleasked
Hi we have had our mattress for 2 weeks and we are both finding it very uncomfortable to sleep on. Waking up with lower back and hip pain. Is there a period I should wait to see if it softens? Can I expect it to soften much? I do have a base that meets all your criteria.
2 answers
I would say maybe wait it out a little bit longer if you are Ok with doing so, but personally I have not noticed any major differences from when it arrived in terms of softness. My takeaway is that the lack of springs means they made the foam's they used slightly firmer.
Koala S.Koala
Hi Michelle,
The mattress won't soften, but your body needs time to adjust to any new mattress.
It can take 3-4 weeks for it to fully adjust so I would recommend giving it another week and then see how you're feeling on it!
Lizasked
Hi there! We were actually one of the first 100 people to purchase a Koala Mattress (so you know we're fans from way back!) but when preparing to move recently have noticed that the underside of the cover is completely torn to shreds as the mattress has moved around on its base - it seems perhaps the matte finish was not quite grippy enough! Is there some way we can have the cover replaced?
1 answer
Koala S.Koala
Hi Liz,
Oh no!
Are you using one of our bed bases?
If you could please take a moment to fill in the warranty form (link below) we can get this sorted out for you right away.
https://koalamattress.typeform.com/to/yPQbEV
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.
Eve
Kaitlyn C.asked
I purchased a queen mattress 11 months ago through Myer, I have noticed that it is starting to sag in the middle causing my partner and I to roll towards each other in the center of the bed. Has anyone else had this issue? any suggestions??
1 answer
Koala S.Koala
Hi Kaitlyn,
So sorry to hear this is happening.
Please reach out to our customer service team. They would be happy to look into this for you and submit a warranty claim. 1800 KSLEEP or [email protected]
Thank you
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