Frequently Asked Questions

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. 

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. 

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.

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. 

Because of our commitment to quality, lead times for manufacturing are usually up to 10 business days for mattresses, and up to 12 weeks for furniture depending on order volume at the time of purchase. 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. Please allow up to 3 weeks for delivery outside of our local delivery zones, Sydney & Gold Coast area. Deliveries to Tasmania and Western Australia may incur slightly longer delivery times.

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.

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 Monday - 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.