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354 questions from our users
NicSmiasked
I wake up really hot during the night. You mention there is a type of fabric that suits the Koala mattress best. Are you able to inform me of the best fabrics for my sheets to use with the Koala mattress?
Thanks, Nicole
1 answer
Koala S.Koala
Hey Nic!
We recommend using something with a lower thread count, generally the higher the thread count the less breathable the sheets are :)
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 :)
NPasked
We have just purchased a koala mattress which is great and comfortable but it sits low on my bed frame and my side tables now look very tall. What would you recommend to use to lift the mattress?
1 answer
Koala S.Koala
Hey there
I am sorry to hear this. Could you possibly get a higher bedbase or pop higher legs on your base if they have legs.
I hope this helps !
Koala team
NPasked
We have purchased a koala mattress which is great but the mattress sits very low compared to our old mattress our side tables now look very tall. Any suggestions? If I purchase a king base I a m concerned it will be too tall.
No answers
Em Pasked
We bought our king size koala in Feb 19. We found it sank significantly where our bodies sleep. In August 19 we got a replacement (quick and easy btw) but now our replacement is doing the same thing. My partner is now having back troubles from sleeping on an uneven surface.
My question: how many times will koala replace a mattress?
1 answer
Koala S.Koala
Hey Em!
That's really not good to hear.
Can you please send us an email at [email protected] so our warranty team can get in touch with you?
Thanks heaps!
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.
Tanina Masked
Hi, I purchased a Koala Mattress and have slept on it 2 nights now, will it soften up, I sleep on both sides and my back, but my back is getting very sore and I’m waking up about 4:30am from a sore back. I’ve had a mattress topper on front the start, this isn’t helping, any suggestions ?
2 answers
Koala S.Koala
Hey Tanina!
It takes your body about 14 nights to adjust to a new mattress, if after 14 nights you are still feeling the same, let us know and we'll look into some other options for you :)
Thank you, I never knew it took 14 days on any mattress for your body to adjust and Koala sent me a soft mattress topper which in 2 nights has made an amazing difference to my sleep.
Helenasked
I am finding our new Koala mattress very hot (even though the temperature here has been quite cool) and am thinking of returning it. After reading that Tencel is cooling I bought a mattress protector but do not find it any better. Any suggestions before I decide to return it?
6 answers
I initially found it warm as well but Ive had the mattress for a few weeks now and it has been absolutely fine . I love my mattress so I hope it gets better for you
Koala S.Koala
Hello Helen, the Koala mattress shouldn't create or retain heat. Just to make sure: do you use your Koala mattress on a slatted bed base or a solid base with holes throughout? Ventilation is super important :-)
Hello, our Koala mattress is on an innerspring base (we had a double ensemble which I did not find too hot).
Someone has suggested trying a woolen underblanket but that sounds as though it would not help.
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 :-)
Sally B.asked
How do the mattresses go for a couple with significant weight/size differences? Im 60kg and my husband is 135kg. Hoping to find a mattress that is comfortable for us both and doesnt develop deep body impressions over time.
1 answer
Koala S.Koala
Hello Sally,
Thank you for reaching out.
The mattress itself will actually distribute weight evenly - so this shouldn't happen!
your purchase is also covered by a 10 year warranty as well :)
Bundyrumasked
Hi, can you roll-up a Koala mattress when not in use to store it long-term?.....I was thinking of using the likes of a belt and buckle system but i'm worried the mattress would de-form??
5 answers
I wouldn't think so. It would be quite hard to re role.
Koala S.Koala
Hey there! You would be able to fold it in half like a taco and secure it with some rope and/or tape :)
It's pretty much impossible to re-compress the mattress once it's been opened :)
Koala S.Koala
Also, if it's stored a very long time (over 6 weeks) then there is a chance the mattress could warp or de-form. If you do plan on storing it, it's probably best to cover it and leave it unfolded
Chelsea Casked
What happens to the returned mattresses? Are they sold to new customers, is this why some people have found yellow stains on theirs?
1 answer
Koala S.Koala
Hey Chelsea,
All returned mattresses are donated to charity :) It is illegal to resell used mattresses.
The yellowing was a small batch of mattresses all manufactured around the same time having a reaction to the heat in the warehouse & the plastic it is wrapped in.
Hope this helps :) please do email us on [email protected] if you have any further questions
Tahlia G.asked
Are these mattresses ok for kids?
1 answer
Koala S.Koala
Yeah absolutely!
Leticiaasked
I have a Koala matrtress for a year now and the mattress is starting to be a bit uneven. Both ends of the mattress where my partner and I sleep are lower than the middle like this /\. Is that anything I can do to make it better? Thanks
2 answers
I can't help you with this as we have only had ours for a few weeks. Our son has had his for 3 years but has not experienced your problem. You should contact Koala as you have only had your mattress for a year.
Koala S.Koala
Hey Leticia, this definitely shouldn't be happening! Could you flick a quick email over to our support team [email protected]
Gayle T.asked
Are the koala mattresses suitable for very large men - 145kg
4 answers
I'm not 100% sure however I've read that it's no sagging and has a 10 year guarantee so should be fine.
I dont think so, I dont think the quality is there personally. Id try and go to a shop and get professional good advise. These are one fit for all and it just doesnt work in reality
Remember you have a few months to trial it and if you are not happy, you can send it back and you get your money back. That was a draw card for me.
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!
ltruskettasked
I have a 9 months old, double bed koala mattress that I need to move. Can I fold it to get it into my SUV?
Many thanks
Linda
Anne Sasked
Can I use your mattress on a Plega Electric Bed that has settings for both raising the back and the foot of the bed.
1 answer
Koala S.Koala
Hey Anne,
Hope you are well :)
The mattress is suitable for an electric bed, we just ask for when the mattress is not in use for the bed to kept flat.
Hope this helps!
The Koala Team
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
trevasked
looking at buying one. not sure how long the mattress will hold shape as all reviews are recent. can someone tell us if they are still good after 7 or 8 years please?
1 answer
Koala S.Koala
Hey Trev!
Hope you are having a fab day :)
We have only been around for 4 years, but our mattresses are designed to last up to 10 years!
They come with a 10 year warranty & you can read a little bit more about what is covered in the link below:
https://assets.koala.com/img/emails/Koala_Warranty/10YearLimitedMattressWarranty.pdf
Thank you & please feel free to reach out to us on [email protected] if you have any further questions.
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