354 questions from our users
Hornswoggleasked
I was going to purchase 2 Koala mattresses today! I've just read all the really, really bad reviews about quality and your reluctance to refund for faulty products. All the good reviews are very recent ones - I guess they haven't had the problems that occur after 6 months or a year? I'm very concerned.
Either way, I'd like to know how honest you are about your returns policy asap.
Thanks.
1 answer
Koala S.Koala
Hey there.
We will always honour any defect that falls under our 10- year warranty, and we really want our customers to be getting their best night's sleep! Unfortunately we cannot always honour every claim (some claims are heavily urine stained, torn etc.)
I have attached a link to our warranties terms and conditions, please do let me know if you have any specific questions, we are here to help.
https://assets.koala.com/img/emails/Koala_Warranty/10YearLimitedMattressWarranty.pdf
Anastasia P.asked
Can you put the mattress protector cover in the dryer after washing it?
1 answer
Koala S.Koala
We would not recommend that, no
Lesihfbsnasked
Hi - I’ve had a koala mattress for a bit over two months now. I’ve had a mattress protector and sheets on it at all times sleeping on it and I’ve just taken off the mattress protector and the mattress is covered in orange tiger stripes! I’ve seen a few other reviews on this page saying the same thing. What’s going on can you please help? The mattress protector looked clean it seems to be coming directly from the mattress!
4 answers
I have just found the same thing, I sent photos to Koala to get an answer back
Koala S.Koala
I’m sorry to hear your having issues with your koala mattress; the yellowing is caused by a chemical reaction called phenolic yellowing, this is completely harmless but can effect the mattress when they get a little too hot when wrapped in the plastic. We will be happy to replace the cover for you if you could fill in the warranty claim form we will get this out to you ASAP.
The mattress is safe to use, as the reactions is only causing a colour defect and I suggest keeping the existing yellow cover after the replacement cover comes as a sneaky spare if you need it.
https://koalamattress.typeform.com/to/yPQbEV
Once you have filled in the form, our warranties team will dispatch you a new mattress cover ASAP. All yellowing claims will be accepted so just stand by for tracking information.
So, your mattresses are covered in chemicals? Really? Yikes.
Deeasked
Hi Koala, Im interested in purchasing a mattress topper, can you please tell me which country the ingredients for the filler is from, the ingredients themselves and what is their life expectancy? Thanks, Dee
1 answer
Koala S.Koala
Hi Dee,
We don't sell mattress toppers.
Valentina L.asked
Hi, just wondering what kind of challenges you faced during the up bringing of Koala Mattresses
1 answer
Koala S.Koala
Hi Valentina,
Feel free to email us with some more details about what you're needing
[email protected]
Megan B.asked
I have had a queen mattress for about two weeks and I’m the only one using It. I’ve noticed a dip on the side that I tend to sleep and it’s only been two weeks I was under the impression the memory foam would recover after each use- is this normal? should I be rotating it every week??
2 answers
I would contact Koala directly and talk to them. They know their product and would be in a better position to help with your issue.
Koala S.Koala
Hi Megan,
That is not normal.
Rotating the mattress is a great idea but you shouldn't need to do it every week (once every 2 months is enough)
Please do get in touch with our customer support team so that we can look into this for you:
1800 KSLEEP or [email protected].
Rissasked
Is the Koala mattress 100% Australian
1 answer
Koala S.Koala
Our mattress was designed here and every Koala mattress is made in Queensland.
Our mattress covers are made in China, sent to QLD.
Will C.asked
How many watts drawn
1 answer
Koala S.Koala
Hi Will,
What do you mean?
Nicole G.asked
I’ve had my mattress for just over a month and I’ve noticed a dip in the middle of it I went to flip the mattress and noticed that the actual mattress itself has yellow tiger type stains all over it is that normal?
4 answers
Why do you not cover the warranty to faulty product as was reported on the recent feedback page? Photos clearly show that the product is faulty
Koala S.Koala
Hi Nicole,
I’m sorry to hear you're having issues with your koala mattress; this definitely isn’t normal and is something we’d like to correct for you.
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.
I have got the exact same issue... any idea why??
Kylee M.asked
What mattress protectors is everyone using on your king mattress? I’m finding they don’t fit right :( cos of the depth is smaller
No answers
JMAasked
How much the freight would be to return the mattress from gold coast? Thanks
1 answer
Koala S.Koala
Hi JMA,
You may be in the zone for free return pickups.
If not, you would need to either drop it off to or arrange freight to our warehouse in Brisbane.
If you click on the link below and enter in your address you will be able to determine if you're eligible to free 4 hour delivery (which ALSO means free returns) OR 1-5 business day delivery (which also means you are outside of our free return pick up zone)
Carolyn S.asked
Can I buy a another cover for the queen mattress?
No answers
Ruthasked
My mattress still has a nasty chemical smell that’s giving me a bad headache and irritated throat and nose. We’ve had it for 2 weeks now and it’s still very unpleasant...is there anything can do to get rid of the smell?
3 answers
I smelled a similar thing the first couple of nights too but my partner didn’t. I actually slept with a bar of soap on my pillow!! But it subsided by the 4th night. I did also make sure to have a lot of airflow in our bedroom during the day and night... unsure if that helps tho.
Koala S.Koala
Hi Ruth,
I'm sorry for the delay in seeing your question.
The good news is that any smell coming from the mattress isn't harmful.
To alleviate or reduce the odour, you can try sprinkling bicarbonate of soda on the mattress, leave it for the day and, then give a light vacuum off.
Thanks for the response, I’ve tried that but it still smells too much for me to sleep on! So disappointed as the mattress is very comfortable, I’ve had to resort to sleeping on the old one, which is not doing my back any good
Liamasked
I have had the mattress for 3 months and it's been perfect up until now.
The temperature has started dropping over night from 30 degrees to 10 since this change in temperature me and my partner have been waking up drenched in sweat and extremely cold is there any reason for this is the mattress reacting to the cold and impacting me and my partner?
No answers
rondelleasked
We've had our mattress for two years and there is a noticeable trough on each side of the bed where we sleep. What can we do to get rid of the dip - can we flip the mattress over?
1 answer
Koala S.Koala
Hi there,
I'm sorry to hear this has happened.
Please get in touch with our customer service team, they can help look into this issue and will submit a warranty claim for your case right away.
1800 K SLEEP / [email protected]
*We do recommend rotating the mattress every few months but it's not designed to be flipped.
Cassasked
I live in a hot humid climate in summer. Can anyone tell me if the mattress okay for this type of weather?
1 answer
Koala S.Koala
Hi Cass,
The Koala is made using an open-cell foam construction which allows for lots of airflow.
It's cool to touch and doesn't heat up as some latex and memory foam mattresses can.
We would recommend making sure your bed base allows for airflow and using natural fiber sheets, too.
Janetteasked
Are you able to use an electric blanket with a koala mattress?
1 answer
Koala S.Koala
Hi Janette,
You absolutely can!
Audreyasked
I live in New Zealand and have just bought a koala mattress from someone who never opened or used it. I don’t know when it was first purchased so don’t know if it’s under warranty.
My issue is that when we opened and unwrapped the mattress it didn’t inflate like the videos show and after a few days it still doesn’t seem to fill the cover. Will this change? Should the seems be on the edges?
Thanks
2 answers
Koala S.Koala
Hi Audrey,
Thanks for your question, I'm sorry this has happened. I'm afraid I don't have good news-
Our warranty and trial are not transferable, meaning it is only applicable to the original purchaser.
There should be a production date stamped on the outside of the mattress box and also on the care tag. Our mattresses need to be opened within 8 weeks after this production date, they are not designed to stay in the box for long periods of time.
The last mattress we sold in New Zealand was in August 2018 which means the mattress you have was compressed in its box for at least 9 months.
What happens to the mattress if it’s stored in the box beyond the 8 weeks?
Catasked
Hi. I’ve only had my mattress for a month or so, and have noticed the cover has turned yellow. Is this supposed to happen?
2 answers
Koala S.Koala
Hi Cat,
Thanks for getting in touch.
Absolutely not, it's not normal and something we can definitely replace for you.
Can you please send me an email with your full name and order number and I'll get this sorted for you.
Eve
[email protected]
Interesting, I have the same issue and am returning the mattress for other reason. So the cover isn't meant to be yellow and mine has done the same.
Mani S.asked
can I get Koala mattress in Singapore?
2 answers
Koala S.Koala
I'm sorry, no. We're currently only operating in Australia and Japan at the moment.
Oh thank you
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