Where is my order?
Your order could be in a couple of places… our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then Please find the consignment/tracking number and carrier website link and track from their official website. If you haven’t got your dispatch email (don’t forget to check those junk folders) then your order is waiting to leave us or if you haven’t received dispatch mail even after 48hours of placing the order Kindly contact us at “email@example.com”. We reply within an hour 🙂
Why is my order late?
Are you sure it’s late? Our Delivery time frame is 5-10 days. You can check shipping timescales according to your post code here. If it’s before the advised shipping date and you’ve had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your shipping date has passed, please Mail us at firstname.lastname@example.org
Can I cancel or edit my order?
As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within 10 minutes!). You’ll need to request us within 10 minutes to cancel your order.
I received a faulty item what do I do?
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please Contact us at email@example.com
To help us get this fixed for you ASAP, when you first contact us please include the following information;
- -Your name
- -Order number
- -Product name and code
- -Picture of the fault
- -Description of the fault
- -Please share some images of faulty item.
(The product name and code can be found on your order confirmation email).
What If No one Is In?
A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location.
You can then contact them to arrange collection or to schedule a new delivery date.
Or you can add a “delivery note” in checkout page.
Item out of stock?
Too late, you missed it! We are a very fast paced fashion retailer and keeping up with latest trends is our bag. This sometimes means our best selling items can go out of stock and we don’t usually plan on bringing them back in. The good news is if you keep checking back, some of our best garms do reappear. Our customer service team won’t know if a product is coming back in or not, you’ll see it first.
WHAT TO DO IF MY PRODUCT IS FAULTY OR HAVE ANY ISSUE?
Mattressbrand is offering warranty of 1 year on all products, unless stated otherwise.
It is your duty to notify mattressbrand within 10 working days of receiving any damaged product which is a very rare and unfortunate case from our side.
For calming and processing your warranty you are requested to mail us on firstname.lastname@example.org . In your email please mention your order number along with the fault(s) and also some pictures, video clips and a short description of what has actually happened.
Your claim will be entertained and accessed by our warranty team and you will be contacted about next steps of the same. You are requested not to initiate return without proper approval.
In case of mishandling, mistake in installing and misuse of product(s) any refund or warranty claim will not be entertained. It is the responsibility of customer to follow guidelines provided by the seller for handling and installation of product.
WHAT OF PART OF PRODUCT IS MISSING OR BROKEN?
We at MattressBrand ensure checking of product(s) before delivering but in some cases if product delivered to you misses any part or any part is broken we have provisions to help you out.
MattressBrand provides replacement(s) of missing and broken parts. For the same please circle the part(s) which needs replacement and along with that send us a photo with your order number to email@example.com.
In case if suitable part is not available we will manage full replacement or a suitable compensation of the same to you.
WHAT IF THERE IS SOME MINOR DAMAGE?
Customer satisfaction is always our top priority at Mattress Brand. Please provide us information about the same on firstname.lastname@example.org along with the pictures of minor defects found in product(s). Our warranty team will get back to you soon and will provide you refund or suitable compensation.
WHAT IF I HAVE CHANGED MY MIND AND I NO LONGER WANT THE PRODUCT I ORDERED?
Well we understand that happening of such incidents are normal but unfortunately we don’t have any such arrangement for refunding in case of change of mind cases. Still in some cases if you change your mind please contact us on email@example.com stating your order number. You are requested to choose carefully as return in case of change of mind is not entertained by us. There will be a restocking fee for “change of mind/return products”. Please email us to know more about restocking fee.
While goods are shipped directly from the manufacturer whose policies are stricter than ours. Hence they don’t entertain any return in change of mind cases.
Our all products cannot be returned in change of mind cases due to hygiene reasons hence you are advised to choose carefully.
STILL CONFUSED? WRITE US HERE
Our team at firstname.lastname@example.org is always available to answer all your queries. Please write us for further queries.
PART ONE: HOW YOUR INFORMATION IS IMPORTANT FOR US?
During any purchase by your side from our store, we collect your personal information like your name, address, phone number, e-mail address etc. This information is automatically stored in our computer as a database and along with that our server can automatically identify your IP address. Your IP address provides us information which helps us to learn about your operating system and browser. With your due permission, e-mail regarding marketing and advertising of any new scheme or product can be sent to you.
PART TWO: AUTHORIZATION
- HOW DO I AUTHORIZE YOU TO USE MY INFORMATION?
Well this procedure is very simple. After you have placed an order where we have collected your personal information like your name, residential address, phone number, email address, your credit or debit card details for the completion of order; you allow us to utilize this information simply for that particular transaction to get completed.
If under any circumstances we require your information for secondary uses, we will ask for your authorization. You can deny the usage of your information under any such secondary causes like marketing or advertising. We will not use your information without your authorization under any other secondary circumstances.
- WHAT IF I WANT TO DENY AUTHORIZATION?
At any given point of time if you change your mind and want to discontinue with us, simply contact us at email@example.com. We will consider it as a withdrawal of authorization. Such is the case; your personal information will not be used and disclosed for any further process or to any individual.
PART THREE: DISCLOSURE
We adhere to law requirements and hence if asked under any legal circumstances we may disclose your personal information. We are bound to answer all related parties in every such case by law.
PART FOUR: SHARING AND DISCLOSURE OF INFORMATION TO THIRD PARTIES
We use third parties for smooth running of our business. Generally third parties used by us will use your information to an extent to fulfill their services needs for us. Other third parties like Payment gateways and other gateways might have their own privacy policies in respect of the information we have to provide them for the completion of transaction.
We have a protected website it may happen while clicking on categories of our website you may het redirected. In such cases we do not adhere to the privacy statement of any other website. So you are advised to read theirs policy statements as well.
PART FIVE: PROTECTION
Sound actions are taken to protect your personal information. We believe in tackling all security related concerns with great care and follow best industry practices to safeguard your information. Further your personal information like your name, phone number, address, mail id, your credit or debit card details are encrypted using secure socket layer (SSL) technology and sorted with an AES-256 encryption. Security in today’s digital transmission is fragile still we follow all PCI-DSS requirements and we are always open to any amendment for industry related update.
PART SIX: AGE OF AUTHORIZATION
By using this website you represent that you are at the age of majority in your state or province of residence, and you have given us the authorization to use your information. Also you are at the age of majority in your state or province to authorize your minor dependents to use our website.
PART SEVEN: AMENDMENTS OR CHANGES IN PRIVICY POLICY
Queries? Feel free to contact!
In case of any query or if you would like to access, correct, amend or delete any of your personal information you can write to us on firstname.lastname@example.org. You can also write to us for any information needed to our Privacy compliance officer at email@example.com
Orders are generally shipped from our distribution centre, which is located in Melbourne, the next working day after full payment is received.
Mattressbrand is working with three couriers to provide the most efficient delivery service with the most reasonable price and quickest service.
Item that weighs 22 kg or less will be dispatched with eParcel that is Australia Post’s Internet enabled freight system.
Each parcel will carry a barcoded address label and you will be able to view the location of
your item at various points in the delivery process via Australia Post’s online tracking tool.
When your order is dispatched, you will be given a consignment number.
You can use the number to track your order at the Australia Post’s website.
The below table is for your reference to Australia Post’s expected delivery time.
|Service||Posted for delivery||Delivery by (business day after posting)|
|Regular parcel||Within metropolitan areas of capital cities,
or within the same city or town or environs
|Between a metropolitan area of a capital city and
|Between country locations||4-5 days|
|Service||Posted for delivery||Delivery by (business day after posting)|
|Regular parcel||Between Melbourne / Sydney;
Melbourne / Canberra;
Melbourne / Adelaide
|Melbourne / Brisbane;
Melbourne / Tasmania;
(between metropolitan areas)
|To other interstate locations||Please ask at your local|
Please visit http://auspostcom.au/track/ and use the tracking number given to track your item.
For item that weighs below 22kg with a lower cost than eParcel, the item will be dispatched with Fastway. You will receive an email confirmation of your order including a tracking number, as soon as your orders are dispatched. Fastway provides reliable courier distribution service across Australia. Their comprehensive fleet and professional team will ensure items delivered safely to your door.
Parcels dispatched with Fastway are collected from our premises on a daily basis. Each parcel will carry a barcoded address label and you will be able to view the location of your item at various points in the delivery process via Fastway’s website.
A non- PO Box address is required for Fastway’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.
To track item that is dispatched width Fastway,please visit http://www.fastway.com.au and use the given tracking number.
Parcel that weighs over 22 kg will be dispatched with Allied Express. Allied Express is the biggest and independently owned courier company in Australia with offices in all major mainland capitals.
Each parcel will carry a barcoded address label and you will be able to track you items through the Allied Express website. Allied Express will contact you prior to delivery via SMS or phone number.
Parcel with weigh less than 30kg can be dispatched with Toll. Toll is a major integrated logistics provider with an Asia Pacific focus. They provide safe, secure transport services.
Each parcel will carry a barcoded address label and you will be able to track you items through the Toll website.
A non- PO Box address is required for Toll’s delivery. If you fail to provide the correct information, your parcel will not be dispatched until the accurate information is received by our customer service team.
If the delivery is missed, you should receive a card with instructions on how to find your parcel. You can visit Toll website to arrange a re-delivery.
With the tracking number, you can track the parcel anytime at https://www.tollgroup.com/tools/mytoll
member will be in touch.A re-delivery cost will occur for any products that are returned to us.Unsuccessful Delivery AttemptIf no one is present when the order arrives and it is being delivered by Australia Post, a notification will be left in the mail box for you to pick
up your parcel in your local Post Office. If your item is delivered by Fastway or Allied Express, arrangement will be made in advance to ensure
your item to arrive at your door at your convenience. A re-delivery cost will occur if you are not home at the arranged time.Rejected by ReceiverIf your item is a gift, please ensure the receiver knows about it to avoid parcel rejection. A re-delivery cost will occur if parcel has to be resent.The expected time delivery given by each courier is for reference only. Delivery might take longer than expected due to various
reasons. If you do not receive your item within 10 business days, please contact our customer service team.Pick up or arranging your own courier is not available at our warehouse to ensure our distribution centre can dispatch all goods efficiently at all times.
How long does it takes to ship to my customers?
The estimated delivery time frames are:
For customers in VIC, approximately 3 – 5 working days;
For customers in NSW, SA, ACT, approximately 4 – 8 working days;
For customers in QLD, NT,WA and TAS, approximately 7 – 10 working days.
Delivery time only starts after buyers’ payments have been cleared and the item has been dispatched from our warehouse (usually 1 working day after receipt of cleared payment).
We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.
Due to the limited access of our carriers, there are certain postcodes that we are unable to deliver to. Please refer to the list below for more details.
We try our best to include all the undeliverable postcodes on the list, however, there are still a few postcodes that are undeliverable for some SKUs. Orders with no shipment service will be cancelled and refunded automatically.
Please kindly contact our customer service for more information if you need the item to be delivered to the remote areas to ensure your order could be processed successfully.
|WA||6740||PRINCE REGENT RIVER|
|NSW||2641,2717, 2831, 2898, 2899|
|QLD||4184, 4421,4450-4499, 4680, 4700-4805, 9920-9959|
|QLD||4806-4899, 4900-4999, 9960-9999|
Our website Prices and offers are subject to change without notice. Prices displayed on this website are in Australian Dollars ($AUD)and are inclusive of GST.
Placing An Order For Products
You may order Products by selecting and submitting your order through the Site in accordance with these terms and conditions.
Any order placed through this Site for a Product is an offer by you to purchase the particular Product for the price notified at the time you place the order.
We may ask you to provide additional details or require you to confirm your details to enable Us to process any orders placed through the Site.
You agree to provide Us with current, complete and accurate details when asked to do so by the Site.
Paying For Your Order
You may pay for your order using the following payment methods: Visa; MasterCard, PayPal, Bank Deposit.
Payment processing services offered via the Site are outsourced to third party providers. If We do not receive or are unable to successfully process payment in full for your order for any reason, We will cancel your order.
If you choose to pay by Visa or MasterCard credit card or debit card, you authorise Us to debit the amount that is payable for an accepted order from your nominated card.
You will be required to provide Us with the following details on your American Express, Visa or MasterCard; card type, name on card, card number, 3-digitor or 4-digit card verification value (CVV2) and the card expiry date.
You must not pay, or attempt to pay, for Products through any fraudulent or unlawful means.
After you place an order using Our shopping cart, We will check the information you give Us for validity, by verifying your method of payment or shipping address.
We reserve the right to reject any order you place with Us for any reason whatsoever. If We reject your order, We will notify you using the e-mail address you have given Us with the order.
Your credit or debit card will normally not be charged if We reject an order, but We will process a refund if the charge has been made against your card.
Stock levels displayed to you are accurate at the last known update, however, stock availability is subject to change. If there are any changes in available inventory at the Store in the time between you view a product, add an item to your Shopping Cart and commit to a purchase, and We are unable to fulfil your order, We will notify you as soon as possible.
Cancelling an order
You may cancel an order by contacting the store via email, phone or order messaging, however if it’s already been dispatched or we cannot stop the shipment from leaving, then you will need to wait to receive the goods and then arrange a store return according to our return policy. Please note that in some cases, such as large wooden toys, such as dollhouses, kitchens, playsets and furniture, as per our returns policy, we do not accept change of mind returns.
Please Note that cancellations that were paid for via credit card or PayPal, will incur a 2% – 3% refund processing fee. Cancellations for Afterpay orders will incur a 7% cancellation fee, which will be removed from the total refunded.
If you’ve notified us of the cancellation request after a shipment for the order has already been booked and we are still able to stop the shipment from leaving, then we can refund you the cost of the goods, but not the shipping cost, since we are not able to retrieve the shipping fees from our carrier once a consignment has been released for pickup. This accords with our returns policy for returning goods due to change of mind.
Dispatch & Delivery
Dispatch times displayed on individual product pages are the usual dispatch times (in business days). These times are subject to an increase during the months leading up holidays seasons, such as October – December or if there is a stocktake or warehouse transition which may cause delays in dispatch.
Orders containing multiple items from different brands may be dispatched from different warehouses and may arrive in separate packaging and on different days.
You will be notified by email within 24 hours once your order has been dispatched. Once it’s been dispatched we are unable to cancel your order. You will need to wait to receive the goods and then arrange a return according to our returns policy.
We deliver door to door using Couriers Please, Fastaways, Toll Ipec and TNT and occasionally Australia Post. Door to Door delivery is available to all mainland Australia and Tasmania and there is no exclusion based on delivery location, however certain rural and remote areas may incur an extra surcharge on top of the website calculated shipping fee. If this is the case, we will contact you after your order has been placed with the surcharge cost and you may choose to go ahead with the order which is conditional upon paying the shipping surcharge or cancel the order.
Order instructions you have specified at checkout (i.e. Authority To Leave, Signature on Delivery, etc), will be used when booking your goods, however for certain regional, remote and rural deliveries where we use TNT to deliver your goods, we reserve the right to elect Authority To Leave the goods at your front door if you are not home, otherwise there are hefty re-delivery fees we will need to on-charge.
When you place an order from our store we trust the delivery address you have provided is correct. If there are any issues with delivery to your destination due to a mistake with the address you have entered and the courier delays the delivery of the item or returns the item to the sender, we cannot take responsibility for this and we will have to charge you the shipping cost again to have your parcel re-delivered or redirected. If you want to change your delivery address after a booking has already been made you will have to pay a redirection fee which is usually the same cost as the original shipping fee.
We are closed on Friday afternoon’s, weekends and public holidays. All orders received during these times will be processed on the next business day.
Please note: Although we use highly reputable carriers for deliveries there may be occasional unforeseen delays due to issues beyond our control such as; airport air-freight delays, poor weather or spot security checks. However, these are rare. We cannot accept responsibility for these circumstances beyond our control and delivery charges are therefore non-refundable.
Should there be any issues with stock availability, the store fulfilling your order will contact you and advise of any delays. Delivery delays may also occur around Christmas, Easter and public holidays.
Each brand of goods has a different pickup address and will be located in one of our partner warehouses across Melbourne or Sydney. Due to the privacy requirements of our warehouse partners we are not able to publish pickup addresses online (only the pickup suburbs and states which are listed with each product), however, if you elect pickup at checkout we will notify you via email within 24 hours of the pickup location and available pickup times. We will also request a pickup day from you and you will need to collect your items within 48 hours of your elected pickup day, otherwise we reserve the right to charge you a holding fee.
To protect both you and us from fraud, may need to prove your identity as the customer at the time of pick-up by presenting:
- The order confirmation emailed to you at the time of purchase; and
- A current Australian Driver’s License, Australian Passport or International Passport are the ONLY forms of valid ID accepted for pick-up, and
- Any acceptable tender types used in the transaction (e.g. the Credit Card or PayPal Transaction ID) used to Order