Frequently Asked Questions

Koalu is a sleep and comfort brand inspired by the Indonesian guling—a cylindrical body pillow traditionally hugged while sleeping.

Our bolsters are designed to provide comforting full-body support whether you’re sleeping, resting, reading, or relaxing.

A guling is a traditional cylindrical body pillow commonly used throughout Indonesia and Southeast Asia.

It is designed to be hugged between the arms and legs, helping create a more comfortable and supported sleeping position.

Koalu currently offers two bolster options:

Signature Soft provides a plush, fuller, sink-in feel for customers who prefer a softer and more comforting hug.

Signature Firm provides a more supportive and resilient feel for customers who prefer additional structure and shape retention.

We also offer removable Tencel bolster covers in multiple colors.

Choose Signature Soft if you prefer:

• A plush and fuller feel
• More sink-in comfort
• A softer pillow for hugging and relaxing

Choose Signature Firm if you prefer:

• More structured support
• Stronger shape retention
• A springier and more resilient feel

Shop Signature Soft · Shop Signature Firm

Both Signature Soft and Signature Firm are approximately 37.4 inches long and 9.8 inches wide.

The current bolster specifications are:

• Filling: 100% recycled polyester
• Outer material: 100% cotton

Koalu bolsters are compressed and vacuum-sealed to make shipping more efficient and protect the product while it is in transit.

After opening the packaging, the bolster will naturally begin expanding.

Most of the expansion should happen after the bolster is removed from its vacuum packaging. Allow it time to regain its full shape before judging its final feel. Gently fluffing and rotating the bolster can help redistribute the filling.

Yes.

You may open, fully expand, and use your Koalu product during the 60-day trial.

Because the bolster is vacuum-sealed, it may not fit back into its original packaging after opening. This is expected and does not affect return eligibility.

You do not need to return the product unused or in its original vacuum-sealed packaging.

Please refer to the care label attached to your Koalu product. For additional care questions, contact us at contact.koalu@gmail.com before washing the inner bolster.

Yes. Koalu’s Tencel bolster cover is removable. For specific washing and drying instructions, please refer to the care label attached to your Koalu product, or contact us at contact.koalu@gmail.com before washing.

Every eligible Koalu product comes with a 60-day trial beginning on the date the order is delivered.

During the trial, customers may open, fully expand, and use the product as intended.

If the product is not the right fit, the customer may request a return within 60 days of delivery.

View our full Returns & Shipping Policy

No.

The purpose of the 60-day trial is to give customers time to genuinely experience the product.

Reasonable signs of normal trial use are permitted. However, the product must be returned clean and sanitary and must not have excessive stains, strong odors, tears, burns, pet damage, intentional damage, or damage caused by improper use.

No.

Because Koalu products are vacuum-sealed, the pillow naturally expands after opening and may no longer fit inside its original packaging.

Customers may use any appropriately sized and secure shipping box or packaging when returning an approved product.

To request a return, email contact.koalu@gmail.com with:

• Your order number
• The product you would like to return
• A brief reason for the return

Please wait for approval and return instructions before sending your product back.

Request a Return

Customers are responsible for arranging and covering return shipping unless the product arrived damaged, defective, or incorrect. Koalu recommends using a trackable shipping service and is not responsible for return packages lost or damaged while being shipped back.

Approved returns should be sent to:

Customers must receive return approval before mailing anything to this address.

Yes.

Discounted products remain eligible for the 60-day trial unless they were clearly marked as final sale when purchased.

Gift cards and products specifically marked as final sale are not returnable.

Koalu does not currently offer direct exchanges.

The fastest option is to return the original product and place a separate order for the preferred product.

Once Koalu receives and inspects the returned product, the customer will be notified whether the refund has been approved.

Approved refunds are issued automatically to the original payment method within 10 business days.

Banks and credit card providers may require additional time to process and post the refund.

If more than 15 business days have passed since the refund was approved, customers should contact contact.koalu@gmail.com.

Koalu may reduce or deny a refund if the returned product does not meet the return eligibility requirements.

Examples include excessive stains, strong odors, tears, burns, pet damage, intentional alterations, misuse, or other damage beyond reasonable trial use.

Koalu currently ships within the United States only.

Orders are typically processed within 1–3 business days.

Customers receive a shipping confirmation email with tracking information once the order has been packed and shipped.

Standard shipping generally takes an estimated 3–7 business days after processing.

Expedited shipping generally takes an estimated 2–3 business days after processing when available.

Actual delivery times may vary because of location, carrier delays, weather, holidays, or circumstances outside Koalu’s control.

• Standard shipping is free on orders over $120
• Expedited shipping is calculated at checkout
• Any applicable standard shipping charge is displayed at checkout

Once an order ships, the customer receives an email containing a tracking number or tracking link. Customers can use that link to view the latest available carrier updates.

Koalu begins processing orders quickly.

Customers should contact contact.koalu@gmail.com as soon as possible with their order number.

Koalu can only guarantee a cancellation or modification if the order has not yet been processed or shipped.

Customers are responsible for reviewing their shipping address before completing an order.

If an address is incorrect or incomplete, the customer should contact contact.koalu@gmail.com immediately.

Koalu cannot guarantee that an address can be changed after order processing begins.

Customers should contact contact.koalu@gmail.com with their order number.

For damaged or incorrect orders, they should also provide clear photos of the product and packaging.

For a confirmed damaged, defective, or incorrect item, Koalu will provide return, replacement, or resolution instructions at no additional cost to the customer.

Available payment methods are displayed securely during checkout. The exact options may vary depending on your device, location, and the payment methods currently enabled by Koalu.

Payments are processed through Shopify’s secure checkout and enabled payment providers.

Customers can email contact.koalu@gmail.com.

We respond as quickly as possible, typically during regular business days. Response times may be longer during weekends, holidays, product launches, or periods of unusually high order volume.

Customers can send product feedback to contact.koalu@gmail.com.

Koalu is currently an online-first company and does not operate a public retail storefront. For product, order, partnership, or customer-support questions, contact us at contact.koalu@gmail.com.