Frequently Asked Questions

General

We understand shopping online can be a stressful task, so to make things easier, our knowledgeable staff are available to answer any questions you may have over on our Contact Us page.

With so much information out there, and conflicting answers that only leave consumers more confused, we’ve come up with some easy to use tools to help you curate the bedroom package of your dreams.

Our mattress descriptions and specifications have been developed to make this experience as seamless as possible. Combined with our handy firm-to-plush scale, listed on each of our mattress product pages, we hope to help our customers navigate through this journey with ease.

We’ve used 38 years of customer feedback as well as our stringent product testing to create this scale. Although, it is important to note that feel is very subjective and there are many factors to consider when choosing the right product for you. We always encourage our customers to come in-store or head to one of our stockists to try-before-you-buy when possible.

What are VOCs?

Many mattresses on the market are made from synthetic foams, usually polyurethane or memory foam, and have a polyester or nylon cover. One thing to be aware of when purchasing a mattress made from these materials is the level of off-gassing of VOCs. Synthetic materials tend to emit higher levels of VOCs and may also use toxic glues & flame retardants during production.

Volatile Organic Compounds (VOCs) are carbon-based compounds used in the manufacturing process of a product. These chemicals evaporate at room temperature and combine with other molecules in the atmosphere, causing the VOCs to break down and create new compounds – this is what is responsible for the smell of fresh paint, a new car or new furniture. And, while some of these new compounds may be harmless, many are not.

Exposure to these chemicals has even been linked to endocrine (hormone) disruption, cancer, respiratory illness and reduced motor function, as well as hindering brain development. Confronting the reality of the harmful irritants your family may have been unknowingly exposed to is an important first step in making positive changes.

Rest assured, The Natural Bedding Company uses all-natural materials for each component of their products.

What should I expect in the production process of my order?

All TNBC products are handcrafted in our Marrickville, Sydney, factory by our dedicated and like-minded team. Our team pride themselves on high-quality craftsmanship and efficiency.

Our mattresses take around 5-10 business days to produce once ordered, and at the moment our woodwork takes around 12-16 weeks to complete. This is due to the intensive sanding, staining, and high-quality joinery processes that take place as well as a high volume of current orders for our woodwork furniture. We don’t cut corners, only mattress and furniture materials!

We carry stock of our accessories, but all furniture and mattress items are made-to-order to ensure you receive a truly special, all-natural product to last years and beyond.

Where can I try your products?

Sydney Showroom

The Natural Bedding Company

122 Percival Rd, Stanmore

(02) 9569 4834

Gold Coast Showroom

The Natural Bedding Company

4/98 Spencer Rd, Carrara

(07) 5627 0171

Southwood Home, Melbourne

329 Napier St, Fitzroy

(03) 9417 6761

mail@southwoodhome.com.au

Teros, Tasmania

117 Elizabeth St, Hobart

(03) 6292 0555

hello@teros.com.au

I’m confused about sizing. What size are your beds?

All of our beds are manufactured based on “standard” Australian bed sizes. With the introduction of European sizes to the Australian market, we now offer our single and double beds in two sizes.

Our sizes are as follows;

Single: 92cm x 193cm (also available at 92 x 188cm)

King Single: 107cm x 203cm

Double: 137cm x 193cm (also available at 137 x 188cm)

Queen: 153cm x 203cm

King: 183cm x 203cm

Super King: 203cm x 203cm (note this is a split mattress ie. 2 mattresses side by side)

The height will vary depending on which mattress you choose.

We are able to customise the sizing of our made-to-order mattresses and frames, for an additional charge. Just let our helpful team know what size you need and we will see if it’s possible!

If you are still feeling a little confused, please reach out to our friendly staff with your desired measurements so we can assist you.

I need help with my existing order or my TNBC product.

For all general enquiries & order updates, please contact your nearest showroom. You can find our contact & location details here.

For all support related enquiries, if you are needing some assistance with a faulty, incorrect or damaged product, or if you are struggling with environmental issues such as mould, please email us at support@natauralbedding.com.au and we will do our best to assist.

Allergies and Sensitivities

Do I have to worry about dust mites in latex or coir?

No, thanks to natural properties of the rubber tree, both latex and coir (which is coconut fibre sprayed with latex) are dust mite-resistant. Dust mites love cotton, and don’t mind wool, so if you’re worried about them, we’d suggest you use a mattress protector. If you have severe allergies, we recommend an Organic Latex mattress without wool, the hemp in the Organic Cotton & Hemp blend cover will also help discourage dust mites.

All of our mattresses are available without wool by request to reduce the exposure to dust mites for the highly sensitive.

Why all the talk of mould?

As we take great pride in our products being all-natural and free from harmful chemicals, we choose not to spray them with mould deterrents. Latex itself is naturally mould & mildew resistant, however the other components of our mattresses and some accessories are not. As a result, there is a little extra upkeep necessary to ensure there is no mould growth on your beautiful new natural products.

You can view the Product Care and Guarantee for each of our products on their product page and if you need any help please email support@naturalbedding.com.au

I’m sensitive to chemicals and a number of products, how do I know I won’t react to your mattresses?

As much as possible, we use all-natural materials with minimal issues on the sensitivity front, that have not been treated with pesticides, fire retardants, mould deterrents or any other harsh chemicals.

The Organic Latex we use in our mattresses is free from toxic chemicals and safe for everyone, including children. The latex is tested regularly and certified to the GOLS (Global Organic Latex Standard) & OEKO TEX Standard 100. Each of our mattresses is completely natural and can be great for allergy and sensitivity sufferers due to the natural properties of latex which makes it hypoallergenic, hygienic and antibacterial, dust mite, mould and mildew resistant.

We’re always happy to send out samples of the mattress components so you can test them yourself at home. We’d encourage that – it’s much better to discover any sensitivities beforehand, rather than having a bed custom made and then finding out when it’s too late to do anything about it.

Can a person with a latex allergy or smell sensitivity sleep on a latex mattress?

If you would like to purchase an Organic latex mattress or pillow but have concerns as you have a latex allergy, as mentioned above we are able to send you a sample of our Organic latex that you can put in your pillowcase to test how you react. Keep in mind there are layers between you and the latex. We find that “latex" allergies can be due to the hidden chemical that some latex products have been produced with, make sure you always ask about GOLS certifications when looking for 100% Natural and Organic latex products. The Latex in our mattresses is grown organically and never treated with harsh chemicals. Natural latex has a very mild and neutral smell that, if noticeable at all, will dissipate soon after you receive your mattress.

What should I look for when searching for a low-tox mattress?

We all know that at least ⅓ of our lives are spent in bed, so it’s important to make sure you have created a healthy sleeping environment for you and your family with as little toxicity as possible! Ensuring the mattress you choose is free from toxic chemicals and safe for the whole family is important.

Look for the relevant certifications such as GOLS, GOTS & OEKO TEX Standard 100 to show that the materials and processes used for production have been through stringent testing processes. Looking for mattresses made of natural materials like Organic Latex & Untreated Wool can be a great place to start your search for a low tox bed, as an Organic Latex Mattress offers premium support and comfort for your spine and back. Combined with a breathable open cell structure that allows heat to dissipate, keeping you cool and comfortable throughout the night. All while being completely natural and chem-free.

Memory foam and polyfoam beds are often manufactured with toxic chemicals while spring mattresses also undergo harsh chemical treatments. Additionally, polyurethane and memory foam will off gas harmful VOCs (Volatile Organic Compounds). These chemicals can be irritants for your skin and respiratory system,.

Shipping and Returns

Do you accept returns/can I cancel my order?

Prior to dispatch or production:

Bedding accessories and pillows

If you wish to cancel your order before it’s been packaged and dispatched, we will offer a store credit to the same value as the purchase price, less any fees.

Mattresses & Furniture

If you wish to cancel your order for a mattress or piece of furniture this will need to be done prior to production starting. Once the item/s production is underway, orders are unable to be cancelled. We will offer a store credit to the same value as the purchase price should you be eligible to cancel your order.

If you are seeking a refund this is up to the discretion of the company, if a refund is approved it will be subject to a $20 administration fee + minimum 1.5% transaction fee, based on the payment method that was originally used.

Post dispatch or manufacturing:

Bedding accessories and pillows

If we’ve already dispatched your order and you decided to change your mind on the items purchased, you must return the item/s to our Sydney Warehouse within 14 days of receiving them, in unused condition for a store credit or exchange. You will be responsible for the return shipping cost. Please note that we DO NOT accept the return of items that have been specially ordered in for you, we also DO NOT accept the return of pillows. All other items must be returned in their full original packaging. Once the goods have been received in good order at our Warehouse, we will issue a store credit for the original item value, less all shipping & handling costs ($20).

Mattresses & Furniture

As all of our mattresses & furniture items are custom built and made to order. Once manufacturing has begun it is not possible to cancel or change your mind.

Do you offer a sleep-on-it guarantee or trial period, where I can try my new mattress then return it if I don't like it?

We do not offer any 60 -100 night trial options like the larger, mass-produced mattress brands for a few reasons.

The Natural Bedding Company has a large focus on sustainability and we guarantee that the mattress you receive has been made with materials that have never been used by anyone else; all of our mattresses are handmade to order. This means if a mattress is returned it simply has to be disposed of. The larger companies that do offer this guarantee are contributing to the 1.8 million mattresses that end up in landfill in Australia every year. As mentioned, we pride ourselves on our sustainability focus and do not wish to contribute to this number.

We work hard to help our customers find the right mattress for them and encourage you to stay in our showrooms as long as needed, as well as visit as many times as you’d like to be confident that you made the right choice! In saying this, sometimes after a longer period of time, you may find that you haven’t adjusted to the new mattress as well as expected, and we do our best to help rectify this.

For example, we have been able to assist our customers to increase the softness of their mattress through the use of an overlay, or suggest ways to do this without the need to purchase any additional products. We have even gone to the extent of changing a customer's mattress to a different style within our range using the materials from their existing mattress. This would come with a charge, however, it would be significantly less than the purchase price of a new mattress.

The last thing to mention is that we endeavour to keep our Organic Latex mattresses priced fairly so that they are accessible to a wide range of customers. As we do not offer a comfort guarantee with the option to return the mattress, we don’t have to factor in huge levels of wastage to our pricing to cover the cost of returns.

In saying all of this, our customer satisfaction levels are incredibly high and we rarely have clients come back to us to report that their mattress isn’t working for them. We encourage you to have a look at some of our reviews that reflect not only our after-sales customer service but the high quality & comfort of our products too.

Where do you ship?

We currently offer shipping Australia-wide* on almost all of our products. Due to handling and previous issues with product damage, some of our furniture pieces cannot be shipped Australia wide, please contact us for more information.

*Shipping may not be possible to rural areas with poor access tracks.

How much is shipping?

Bedding accessories and pillow shipping rates start from $10 for standing shipping. Medium & large orders/items will be charged at a higher rate. The final delivery charge for your order will be calculated at the checkout. To view the overall cost of your delivery, please add all items to your shopping cart and ensure your delivery suburb and postcode are correct.

Depending on the items and the delivery location, in some circumstances, unusually high freight charges may be incurred. If you want to organise pickup of your bulky goods (mattress/furnture) from a depot in a major city this can significantly reduce freight costs.

How long does shipping take?

Because of our commitment to quality, lead times for manufacturing are usually 5-10 business days for mattresses, and 6-8 weeks for furniture. Once your order is ready, we will contact you to notify you of an expected dispatch and delivery date. Shipping time frames vary depending on our shipping partner’s availability and your location.

We ship our bedding accessories and pillows from Monday to Friday, same day where possible, subject to products being in stock and available. In-stock items will be dispatched no later than 3 business days from order via Australia Post or one of our third-party courier partners. Delivery timeframes are estimated to be 3-10 days after dispatch, and tracking details will be supplied once the order has been sent.

From 26 June 2023 Australia Post will no longer be leaving 'sorry we missed you' cards – a change aimed to provide a better customer experience, reduce paper waste, and improve efficiency and convenience. Please ensure that you have included both a mobile number & email when placing your order so Australia Post can communicate with you if no one is home to receive your package.

Can I collect my order?

Yes! Order collection is an option; mattress & frames can be picked up from our Sydney warehouse or from our Gold Coast showroom, accessories are also available to collect from these locations. Collection of accessory orders is also possible at our Sydney Showroom, however mattresses & furniture cannot be picked up here. Please ensure your vehicle is suitable for collecting large items prior to arrival, if you would like to be sent the freight dimensions of your order please email us at info@naturalbedding.com.au.

Sydney warehouse collection is Tuesday - Friday and you will be notified of the address and collection times once the order is ready. Collection from our showrooms is Monday - Saturday however you may need to wait for the items to arrive at the showroom as the showrooms do not carry all items available on the website. As soon as your order has been processed at our warehouse you will be notified either that your order is ready to collect or an approximate timeframe for it to be ready.

Payment Options

Do I need to pay for my order upfront and in full?

For some eligible orders, we are able to take a 50% deposit to initiate production, with the remaining balance due within 7 days of being notified that your order is ready. Please contact our friendly team for more information on deposit options.

Do you offer any buy-now-pay-later options?

Yes, we sure do! We offer Paypal Pay-in-4 for eligible orders up to $1,500 and Zip Money for orders from $1,500 to $11,000. Please refer to Paypal and Zippay for more information about your account and eligibility.

Do you offer laybys?

We do offer laybuys in-store for eligible orders. We require a 25% deposit and will not begin manufacturing your items until we have received a 50% deposit. Your order must be fully paid for prior to the dispatch of your goods.

Layby terms are dependent on the value of your order and the production lead time. Please contact our friendly team for more information on layby options.

What payment options are available in store and online?

Our preferred method of payment is bank transfer. Alternatively, you can pay in store via cash, Eftpos (Visa, MasterCard, AMEX) or one of our easy buy-now-pay-later options like Zip Money.

Online payments can be made via all of the methods above, and additionally, Paypal and Paypal Pay-in-4.

Product Care

How do I care for my mattress?

As our mattresses differ in design (some with coir, wool etc.) we encourage you to take a look at the Product Care and Guarantee guide found on the product page for more information on caring for your specific mattress.

All of our mattresses will need to be checked for moisture & flipped regularly to prevent mould and we always recommend a slatted base to be used when possible.

How do I care for my furniture?

Wipe down with a damp cloth to remove dust or any spills. Do not use furniture sprays or any harsh chemicals to clean as this may affect the colour of your furniture.

How do I care for my accessories?

Your accessories will come with care instructions for each item. As the materials differ product-to-product, we encourage you to take a look at the Product Care and Guarantee guide found on the product page for more information on caring for your specific item.

What kind of warranty do you offer on your products?

All Organic Latex mattresses and furniture items come with a 10-year manufacturers guarantee.

All Organic Latex overlays, cot and bassinet mattresses come with a 5 year manufacturers guarantee.

All accessories come with a 12-month manufacturer's guarantee.

You can expect your items to outlast the manufacturers guarantee periods with regular maintenance and upkeep as per our Product Care and Guarantee guide. Due to the nature of our handcrafted mattresses, we are also able to offer a refurbishment service, this involves replacement of the cover & the layer of wool inside your mattress. We will only offer this service if the latex is still of a high integrity and has not started to decompose. This is significantly cheaper than purchasing a new mattress and often all that’s needed for it to feel brand-new, we usually find that the latex core is still in pristine condition even after years of use.

Customers must have a valid receipt or invoice to make a claim, so please keep a copy of this after purchase and delivery of your order.

Something is wrong with my product, help!

Oh no, we are so sorry to hear you are having trouble with your TNBC product! Please send us an email at support@naturalbedding.com.au and include a description of your issue along with some images and details of your purchase. Please also include a copy of your invoice in your email. Our Customer Support team will assess your claim and return your email with the best course of action.

I’ve found mould on my mattress - what should I do?

Please send us an email at support@naturalbedding.com.au and include a description of your issue along with some images and details of your purchase. Make sure to include a copy of your invoice in your email. Our Customer Support team will assess your claim and return your email with the best course of action. Usually we can offer some spot treatment options however if the mould is more extensive you may need to refurbish or replace the mattress.

Didn't quite find what you are looking for?

Feel free to contact our team for further assistance.

info@naturalbedding.com.au

1300 991 255