- For returns or exchanges, we do not cover all shipping costs incurred for the order if it's due to change of mind, damage caused from non-standard use or found to be a functional item (if return was arranged from claim of fault).
- For all exchanges or order variations, any difference between the prices of the product you purchased and the new item you are exchanging will need to be settled as appropriate or agreed.
- For change of mind returns, please notify within 30 days of order date. The item must be unopened, unused, undamaged, in brand new condition and packaging as received.
- Excluded Items are Mattresses, Floor stock, Items that were sold “As Is” with notified defects or variations
Refund Processing
- All delivery fees linked to order will not be refunded or credited so please choose carefully when purchasing items. For change of mind returns, the item must be returned in a restockable condition. A fee* may be deducted if goods are not received in an acceptable return condition to cover the product condition, time and effort undertaken by our warehouse team to process return. This is usually calculated at 10%, but in cases where the deterioration is substantial we will contact you for an alternative arrangement.
Returns Process
- For return requests, please contact our team with details. Once approved, a warehouse order identification slip is provided for return authorisation.
- You may be required to arrange the return depending on the situation. If return is arranged by us, please note different courier processes apply that you will be required to follow for a successful return collection. If return results in a futiled or failed pickup, we may, at our discretion, assist with rebooking a return job depending on the cause. Completely remove all previous consignment labels before attaching new return labels to avoid delivery confusion.
- Contact prior to order if you require special requirements or requests, including postponed delivery, two-person delivery booking or delivery involving multi-level or high rise buildings, stairs or lifts as this may involve additional shipping fees or be undeliverable. Delivery, whether standard or express, is made to the ground floor level only (not incl stairs).
- If tracking number is available, please follow delivery on the courier website. Please contact us for ETA updates if your order is not received after 10 business days.
- Depending on size of item and suburb, some areas may be excluded from standard delivery. We will contact you if your shipping address is undeliverable.
- We do not cover any redirection or other delivery costs that occur due to incorrect, incomplete or unaccessible delivery addresses provided for the order or any other reason to cause failed delivery.
Information requirements
- Contactable mobile number required: couriers may contact you to clarify delivery details.
- Complete address details required for dispatch and successful delivery (e.g. Unit or Suite numbers, PO Box number, etc. where applicable).
- For business addresses, please ensure it is open during standard courier weekday business hours and lockdowns.
- If you would like to provide Authority to Leave (ATL) instructions, please incorporate this into your shipping address details at checkout and ensure that the shipping address enables a safe ATL to be made. In most circumstances where ATL can be safely made, ATL is the default delivery method due to contactless delivery policies and limited courier depot capacity.
Large item orders
- Street addresses are required for all large item(s) orders. Non-street addresses include the following: Parcel Locker, Parcel Collect, ParcelPoint, PO Box, Locker Bag or Mail delivery centres.
- Please arrange for able-bodied person(s) to be available on the day of delivery to provide assistance with unloading and carrying goods if required by courier. Couriers may be unable to deliver goods to your door if it is not at the ground floor or stairs present.
- The street address must provide parking or a loading area nearby to enable delivery.
- If you are unable to provide assistance or arrange for someone to assist our courier, please contact us prior to placing an order.
Delivery issues
- If there are any issues with the goods you receive, please take photographic evidence on the day of delivery and notify us immediately for courier review.
- If your order is not delivered within the standard transit time frame which can be extended during peak delivery volumes or delivery restrictions (e.g. lockdowns), please contact us to lodge enquiry with courier.
