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ORDERS & RETURNS

Q1. WHEN WILL SLEEPCRAFT DISPATCH MY ORDER?

Provided an item is in stock, your order will be dispatched within 3 – 5 business days. We advise our customers to allow up to 5 working days for delivery once an item has been shipped and if for any reason Sleepcraft cannot fulfill an order within the time frame specified we will contact you to discuss whether you would like to a) wait for your order, b) change your selection, or c) receive a full refund.

Q2. WHICH COURIER OR POSTAL SERVICE DO YOU USE FOR DELIVERY AND IS DELIVERY COVERED BY TRANSIT INSURANCE?

Sleepcraft currently uses Australia Post’s standard ground shipping service for all domestic orders and we guarantee the delivery of all Sleepcraft orders. If, for any reason, your parcel goes missing in transit, we will happily provide a full replacement.

Q3. WHERE CAN I TRACK MY ORDER?

You can track your order using an Australia Post Tracking number. Sleepcraft will email all customers an Australia Post Tracking number shortly after their payment has been confirmed and to track an order you can simply go to the Australia Post website, type in your tracking number and click ‘Submit.’ If you are experiencing any issues with tracking your order please Contact Us for assistance.

Q4. WHY ARE THE ITEMS I HAVE 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 caused. If your 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.

Q5. WHAT SHOULD I DO IF I RECEIVE MY ORDER AND IT CONTAINS AN ITEM THAT IS FAULTY OR DAMAGED?

Customer satisfaction is Sleepcraft’s number one priority and we are committed to providing our customers with the best quality products available. Sleepcraft is happy to replace any faulty or damaged goods immediately; we simply ask that customers return any items to us as soon as they can. Please Contact Us if you receive your order and it contains items that are either faulty or damaged and we will get back to you with the details of the returns process.

Q6. WHY ARE THERE ITEMS MISSING FROM MY ORDER?

Occasionally, individual items in an order will have different shipping timeframes and will therefore be shipped separately. In this case, patience is key, and it is advisable for customers to simply allow a little extra time for any outstanding items to arrive. Please feel free to Contact Us if you receive an incomplete order and have any questions or concerns.

Q7. WHERE DOES SLEEPCRAFT DELIVER?

Sleepcraft currently ships Australia-wide, international deliveries can be made based on customers request.

Q8. DOES SLEEPCRAFT OFFER FREE SHIPPING?

Sleepcraft offers free shipping Australia-wide on all goods and purchases made!

Q9. DO YOU OFFER AN EXPRESS POSTAGE OPTION?

Unfortunately Sleepcraft does not currently offer an express postage option for orders, although we are working on offering this service in the near future. All Sleepcraft orders are packaged and sent as efficiently as possible, and most domestic orders will arrive within 3-5 working days of dispatch.

Q10. WHAT HAPPENS IF I AM NOT PRESENT WHEN MY ORDER IS DELIVERED?

If no one is home to sign for your parcel, the delivery person will leave a card for you with the details of the attempted delivery. This notice can simply be taken to the specified Australia Post Office for collection. Please note that if you fail to collect your parcel within the allocated period of time, a second collection notice will be left at your address. If the parcel remains uncollected, Australia Post will return the package to Sleepcraft, which may result in additional shipping charges being incurred if you would like the order re-sent.

Q11. WHAT HAPPENS IF MY ORDER DOES NOT ARRIVE WITHIN, OR ON, THE ESTIMATED DELIVERY DATE?

Sleepcraft works hard to ensure that all orders reach customers in a timely manner and we will always inform customers by phone or email if an order is unlikely to arrive within the estimated delivery time. Please feel free to Contact Us with any questions about delivery times.

Q12. CAN I CHANGE THE SHIPPING ADDRESS I ENTERED DURING CHECKOUT?

Yes. Please Contact Us as soon as you can if you have inadvertently given us the wrong shipping address so that we can dispatch your order to the right address. Understandably, Sleepcraft cannot be held responsible for orders shipped to incorrectly supplied addresses.

Q13. ARE SLEEPCRAFT’S PRODUCTS COVERED BY A WARRANTY?

Sleepcraft is proud to stock a wide selection of fantastic quality textiles with design, fabric quality and construction all being extremely important to us. We ensure each order is fully inspected and carefully packaged before dispatch but if for any reason your order arrives in faulty condition, please return it to us for a full replacement.

Understandably, we can’t accept returns for items either specially ordered or damaged through normal wear-and-tear, and our warranty applies only to the items themselves and not the cosmetic appearance of their packaging. 

Q14. HOW DO I RETURN AN ITEM THAT I HAVE BOUGHT FROM THE SLEEPCRAFT WEBSITE?

Please Contact Us for a return reference number and we will get back to you with any necessary instructions.

Q15. WHO COVERS THE POSTAGE COSTS FOR RETURNED ITEMS?

Sleepcraft is happy to cover postage costs for items that are found to be faulty or damaged, but the question of who covers postage in other cases is usually dictated by the nature of, and reason for, the return.

Q16. MY ITEM HAS ARRIVED AND ITS PACKAGING HAS BEEN DAMAGED IN TRANSIT – WHAT SHOULD I DO?

Our terms, conditions and warranty apply only to products themselves and not to the cosmetic appearance of their external packaging. That said, we do offer replacements and refunds if products themselves are damaged during transit. Please see the question below.

Q17. MY ITEM HAS ARRIVED AND IT HAS BEEN DAMAGED DURING TRANSIT – WHAT SHOULD I DO?

Customer satisfaction is Sleepcraft’s number one priority and we are committed to providing our customers with the best quality products and customer service possible. Sleepcraft is happy to replace any faulty or damaged goods immediately; we simply ask that customers return any items to us as soon as they can. Please Contact Us if you receive your order and it contains items that are either faulty or damaged and we will get back to you with the details of the returns process.

Q18. I HAVE STARTED USING MY ITEM AND HAVE DISCOVERED THAT IT IS FAULTY – WHAT SHOULD I DO?

Although Sleepcraft does not accept returns or offer refunds for items damaged through either wear and tear or inappropriate use, if the quality of items is not acceptably high, Sleepcraft is happy to replace any items purchased from our online store. We simply ask that customers return any faulty items to us as soon as they can. Please Contact Us for details of how to return faulty items.

Q19. WHY IS SLEEPCRAFT UNABLE TO OFFER REFUNDS AND EXCHANGES ON SOME ITEMS?

For health and safety reasons, Sleepcraft is unable to offer refunds and exchanges on certain items that are being returned simply because a customer has changed their mind. In order to guarantee that our customers receive products that are safe and hygienic, we are unable to offer refunds and exchanges on the following items: doonas, pillows, mattress protectors and mattress toppers.