Returns and Refunds

21 Day Change of Mind Returns Policy

Not a perfect match? No worries! If an item isn’t right for you, return it in its original condition and packaging for a refund by submitting our return form within 21 days of receiving the delivery. The 21 day return period will commence from the date you receive the goods you have purchased and applies to any reason, even change of mind. We’ll arrange the return delivery and you will receive a refund, less any re-shipping fees (see What you need to know before you start a return for more details).

This return policy is in addition to any rights you may have under an applicable statute including your rights under the US Competition and Consumer Act

What You Need to Know Before You Start a Return

What Cannot be Returned Under the 21 Day Change of Mind Returns Policy

  • Bedding accessories, e.g. sheets, quilts, underlays and pillows
  • Clearance sale items purchased with prices ending in $0.99
  • Altered goods
  • Items that are no longer in their original condition and packaging
  • Commercial Orders
Faulty and damaged items will be eligible for a return.

Refund and Return Fees

The following applies to change of mind returns:

  • In case you originally received free delivery to a Continental USA address: The re-shipping fee will be based on your location and the size of the items you are returning.
  • In case you originally received free delivery to an address outside Continental USA: The re-shipping fee will be based on your location and the size of the items you are returning.
  • If you originally paid for the delivery, this shipping fee will not be refunded, but we won’t deduct an additional re-shipping fee from your refund.

Storage, delivery upgrade and re-delivery fees will not be refunded.

If you have received a product that is damaged, faulty or incorrect and you wish to return it, you will not be charged a re-shipping fee.

Return Packaging

All returned goods must be wrapped in packaging as our couriers do not transport unpackaged items. Therefore, we strongly recommend that you keep the original packaging if you would like to return the goods.

For all change of mind returns, please note that it is your responsibility to ensure that the items are returned to us in the same condition and packaging you received them. Items without packaging will not be accepted by our delivery partners due to Occupational Health and Safety Act and Regulations. Our Distribution Centre Team assesses every item that is returned to us. If the product is not returned in its original condition or packaging, a striking fee of 50% of the full product price (before any discounts) will be deducted from your refund.

If you have received a faulty or damaged item that needs to be returned and you have disposed of the original packaging, we kindly ask you to source alternative material, for example, bubble wrap as our delivery partners will not accept unpacked items due to Occupational Health and Safety Act and Regulations. Please note that the striking fee does not apply to faulty or damaged items.

Faulty or Damaged Products

Upon receipt, please inspect your purchase and notify us of any missing parts, faults, damage or incorrect items immediately. These must be reported within 21 days of the delivery. Faulty claims outside the 21 day reporting period will be assessed under warranty. To report an issue, click here to complete an online form. Don’t forget to attach photos of the product and provide us with as much information as possible so that we can assist you. Our team will review your completed form and contact you via email within one business day with the next steps.
 

Cancelling or Changing Orders

You can cancel your order at any time before the item has been packed by our Distribution Team or dispatched. In this case, you will receive a full refund. If the item has been dispatched and you still wish to cancel the order, we will arrange for the item to be returned to our Distribution Centre and provide you with a refund, less a return fee.

Exchanges

If you wish to return an item and exchange it for something else (for example a different colour), please contact our Customer Experience Team

Refunds

We can only process refunds via the original payment method. In some cases, you may have the option of selecting a store credit.

For return cases, we will process your refund within 10 business days of receiving the items. For all other refunds, it will be processed within 7 business days.

To view our Store Credit terms and conditions, click here.