Koala Memory Pillow Questions & Answers

G’day Justyna, We know the disappointment of waiting for a delivery only for it not to be everything you’d hoped, and that’s not the experience we want for any Koala customer, ever! Here at Koala we’re all about making sure you’re having the best sleep you can, so we’re going to do everything we can to help that smell go away! The good news is that the smell coming from the pillow is nothing to worry about because we don't use any nasty, toxic chemicals in our products - it's just the pillow releasing its scent after living in a box for a while! It will usually dissipate pretty quickly, but we do have some tips to help it go away a little faster.

Start by throwing the pillow cover (not the pillow!) in the machine on a cold, gentle wash using a mild detergent. That should give the smell the nudge it needs to get out of there.

Our Customer Care squad are full of other helpful tips, and they’ve reached out to you this morning to share ‘em with you if you have a sec to check your email? We’re going to do whatever we can to get you sleeping soundly and we can’t wait to hear from you soon!

The Koala Dream Team

Had I known it's going to be a month (2 weeks for the delivery and who knows how long for the smell to go away) before I can sleep on the pillow I would have went with a different option. It wouldn't have been helpful to know that I won't be able to use the pillow right away.

I also find it very sad that when I contacted you directly, I was send away with nothing but "someone will contact you in a week", yet when the question is made public there response is immediate. It really is no way to treat your customers.

Hi Justyna, We completely understand and we’re gutted that you’re not able to use your pillow straight away - we want you to be comfy as soon as you can! Everyone’s different and some people can take a bit longer to get settled than others, but we want to do what we can to make sure you’re sleeping soundly, and our Customer Care team are looking forward to your response to our email so we can turn this around for you.

We’re truly sorry that this wasn’t fixed up for you when you contacted us initially - we agree that it’s no way to treat our customers and it really hits us hard to hear that. Our Customer Care squad are under the pump at the moment, but we have eyes on all channels to make sure we can get you sorted as quickly as we can - we never want to keep you waiting!

We’re looking forward to hearing from you soon, and please let us know if there’s anything we can do for you in the meantime :)

The Koala Dream Team

G'day Tina, We're stoked you reached out - we want to do whatever we can to make sure you're having the best sleep you can! The smell is nothing to worry about, it's just the pillow releasing its scent after calling the box home for a little while, but we've got some tips that we reckon will help that smell go away in a jiffy!

The first thing we recommend is removing the cover and throwing it in the washing machine on a cold, gentle cycle with a mild detergent (don't put the pillow in with it though - that won't end well!). You can see more care instructions on our website here external link  if you'd like to have a peek.

If that doesn't do the trick, just get in touch with our Customer Care legends who have some more tips up their sleeves and they'd love to share them with you! Just give us a buzz on 1800 575 337, or shoot an email over to support@koala.com, otherwise hit the 'Chat' button in this page to be connected with the team - we'd love to hear from you!

The Koala Dream Team

Doubtful. Although proper neck positioning is suppose to reduce snoring. It never reduced mine.

Hey Michael :)

Our Koala Pillow helps with neck and back pains!

If you have any more questions let us know at support@koala.com

Sweet Dreams Koala Dream Team

Koala have their own mattress, however I have never tried it. I use the sleeping duck as they have 4 different firmnesses & have a 100 night trial. Start on the firm (Thats the one I'm currently sleeping on with this pillow & it's working wonders). You can swap the firmness a any point to get another one. You also keep the firmness.

I suggest checking them out. If you try this pillow & a new mattress. And your back still hurts, regardless, I think you should see your gp & ask for some blood tests for esr and crp levels. This tests for inflammation in the body. Back pain can be caused by arthritis and autoimmune conditions (I have ankolysing spondolitis, spinal arthritis). Meds are the only thing that control my pain. It's worth getting bloods done and scans. :) good luck.

Hi Fei,

We are gonna be cheeky and say that we think the Koala mattress is the best mattress to go with the pillows. Like sleeping duck, we too have a trial (ours is 120 - nights) let us know what you think

Sleep well!

My pillow had a distinct smell. Was really off putting initially. My wife's identical pillow did not smell. It wasn't a "bad" smell, just a strong, new material smell. Smell dissipated after about 2-3 weeks of use.

It's that "new-car" smell that is completely harmless but can sometimes linger if the boxes are stored in a warm environment during travel etc. It does go away, and we are happy to help anyone out who is experiencing this problem.

$150 and next day delivery for us

Hi! So sorry, we can't ship the pillows outside of Australia for the moment :(