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FREQUENTLY ASKED QUESTIONS

Q1. HOW DO I PLACE AN ORDER?

Shopping at Sleepcraft is as easy as 1,2,3

Step 1. First, you will need to log in. Existing members can use their login details to sign in and new users can easily register as a member for free.

Step 2. Find the item you wish to purchase by typing your keyword into the search bar - located on the top left hand side of the page - or by clicking on the drop-down product list. When you have chosen the products you wish to purchase, simply click the ‘Add To Cart’ button and the items will appear in your shopping cart (My Cart).

Step 3. When you’re sure you’ve finished shopping, simply select the ‘Proceed to Checkout’ button, which is located in the top right-hand corner of the page or at the bottom of your shopping cart. You will then be guided through the simple process of providing your contact, delivery and payment details in order to complete your order.

Q2. HOW DO I OBTAIN A TAX INVOICE?

Obtaining a tax invoice for your order is simple. As soon as your payment has been confirmed, Sleepcraft will send a tax invoice to the email address associated with your account. You can also print a copy of any previous tax invoice at any time by accessing your order history, which is located in the ‘My Orders’ section of the site.

Q3. CAN I CANCEL, OR MAKE A CHANGE TO MY ORDER ONCE IT HAS BEEN CONFIRMED?

You can cancel or change an order at any time, provided it has not already been dispatched. We usually processes orders as soon as payment has been confirmed so please Contact Us as soon as you can if you wish to cancel or amend your order.

Q4. WHY ARE SOME ITEMS IN MY SHOPPING CART NO LONGER AVAILABLE WHEN I CHECK OUT?

Like most online retailers, Sleepcraft operates on a first-checkout first-served basis. This means that if you place an item in your cart but we are low in stock and someone else purchases that item by completing checkout before you do, it will no longer be available. If you have your heart set on a particular product please feel free to Contact Us and we’ll do our best to help.

Q5. HOW CAN I VIEW THE STATUS OF MY ORDER?

Once your payment has been confirmed, Sleepcraft will dispatch your order. You will then be emailed an Australia Post Tracking number so that you can easily trace your delivery online at the Australia Post website. Alternatively, you can locate your tracking information by viewing shipping details in the ‘My Orders’ section of the site by simply clicking ‘View Order’ and then the ‘Shipping’ link at the top of the page.

Q6. WHERE CAN I FIND A RECORD OF MY PREVIOUS ORDERS?

You can view any of your previous Sleepcraft orders by logging in to your account and clicking on ‘My Orders.’

Q7. WHY ARE THE ITEMS THAT I’VE RECEIVED DIFFERENT TO THOSE I ORDERED?

Although uncommon, this is usually due to a simple error at our warehouse and we sincerely apologise for any inconvenience. If your Sleepcraft order contains the wrong items, please feel free to Contact Us with a) your personal details and b) your order number so that we can arrange the return of any incorrect items (at our expense!), and the redelivery of your order.

Q8. WHAT SHOULD I DO IF I WISH TO ORDER AN ITEM BUT IT IS OUT OF STOCK?

If the quantity of any one item you wish to order exceeds the number of items that Sleepcraft has in stock, you will be notified through your shopping cart. We will then place this quantity on backorder and contact you with delivery details. If the necessary wait exceeds this timeframe, we will contact you and give you the option of either waiting for the backordered quantity or receiving a full refund.

Q9. WHAT DO I DO IF I DON'T WISH TO COMPLETE MY ORDER ONLINE?

There are two simple alternatives: you can either email or call us to place your order if you don’t wish to complete the checkout process online. If you do not have a credit card, or do not wish to use your credit card to complete payment, Sleepcraft can also accept payment for orders via direct debit. Please feel free to Contact Us for further details, or to resolve a payment issue.

Q10. WHAT PAYMENT METHODS DO YOU ACCEPT?

Paying for your purchases online at Sleepcraft is easy! We accept payment via credit card (Visa and MasterCard) to pay for your order directly through the Sleepcraft website. This method is easy, efficient and highly secure so you can shop without having to worry about a thing!

Q11. IS IT SAFE TO USE MY CREDIT CARD ON THE SLEEPCRAFT WEBSITE?

For your security, all credit card payments are processed via an eGate platform, which is secured by 128-bit SSL (Secure Sockets Layer) encryption, meaning that your payment information is fully and comprehensively protected from any unauthorised usage. Any personal information transferred to Sleepcraft via our website is also completely secure and confidential, and we comply with PCI Security Standards to ensure a secure shopping environment for our customers at all times.

Q12. HOW LONG WILL IT TAKE TO CONFIRM MY PAYMENT?

Your payment will be confirmed immediately when you pay by credit card and we will dispatch your order as soon as we can. If you opt to pay for your order using direct debit, we will usually be able to confirm your payment at some point on the next working day.

Q13. HOW DO I FIND ANSWERS TO SPECIFIC QUESTIONS ABOUT SLEEPCRAFT’S PRODUCTS?

Although Sleepcraft includes as much information as possible on individual product pages, sometimes customers will have questions about our products that require some more personal attention. If you have any questions at all about Sleepcraft’s products, please Contact Us and we’ll do our best to help.

Q14. WHAT SHOULD I DO IF I RECEIVE MY ITEMS AND THEY VARY FROM THEIR DESCRIPTION ON THE SLEEPCRAFT WEBSITE?

Sleepcraft works hard to ensure that all product descriptions are as accurate as possible and we apologise for any discrepancy between the actual item you receive and its description on our website. Please Contact Us if, when you receive your order, you find that your items deviate from their product descriptions, and we will resolve the issue as soon as we possibly can.

Q15. IS THERE ANY WAY THAT I CAN PHYSICALLY SEE AN ITEM BEFORE PURCHASING IT?

Sleepcraft has a head office and factory in Melbourne where you can browse our incredible range of textiles and soft furnishings in person before buying either in-store or online. Please see Contact Us.

Q16. IS IT POSSIBLE TO RESERVE AN ITEM ON THE SLEEPCRAFT WEBSITE?

Sleepcraft’s online store works on a first-in, first-served basis meaning that it is not possible to reserve items online. That said, once you place an order for your item(s) online you can take up to 3 days to complete payment for your order.

Q17. IS IT POSSIBLE TO SOURCE PRODUCTS THAT ARE NOT CURRENTLY AVAILABLE ON THE SLEEPCRAFT WEBSITE?

Sleepcraft stocks a range of products that we think our customers will love. We obviously can’t stock every item from every range but if you have your heart set on a product and you can’t find it on the Sleepcraft website, please feel free to Contact Us with the details and we’ll do our best to source it for you.