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FAQ

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Delivery

  • What are Sleepy's Delivery Fees?

    Online Delivery Order

    Online delivery charges are calculated at checkout and depend on the quantity and product you purchase. Once you have completed your online order, if you are outside our delivery area you will be contacted by one of our consultants with a delivery fee quote. If you would like a quote prior to purchasing, please contact us via WebChat or our Contact Us form.

    Store Delivery

    Charges for delivery vary by store and can be confirmed with you before you finalise your purchase. Please call your closest store for more information.

  • Does Sleepy's Offer Same Day Delivery?

    Same day despatch and delivery is available in select Sleepy’s stores.  For more information please contact your local store.

  • Will I Receive Advance Notice Before Delivery?

    Yes, you will be contacted prior to delivery via SMS, email or phone call.

  • Where Does Sleepy's Deliver?

    Sleepy’s would like to deliver Australia wide, however some of our products are just too large to post. We can deliver most of our mattresses to nearly all capital cities in Australia and we are very happy to provide a delivery quote for purchases outside metropolitan areas or those cities we currently don’t service. We have stores in Tasmania, South Australia, Victoria, New South Wales and Queensland. We will always do our best to service our customer needs so please feel free to call us or jump on WebChat to see if we can deliver your selected products to your home. We are unable to ship anything internationally.

  • How Long Until My Order is Delivered?

    Our mattresses are Australian made and when you order online, chances are they are yet to be made by our Australian manufacturers! Due to the nature of bulky goods and potential construction time, delivery times will vary depending on the product and availability. If you’re purchasing in-store, we will advise you of an estimated delivery time, at the time of purchase. If you’re purchasing online, a local Sleepy’s consultant will be in touch to confirm a delivery date.

    Mattress and standard bases could take up to 7-10 business days. Customised drawer bases and bedheads between 15 and 21 business days.

    During COVID-19 and the government restrictions in place during this pandemic, our normal delivery times have been extended by our suppliers.  Thank you for supporting Australian made product, Australian manufacturing jobs and local businesses like ours.  We appreciate you and will work tirelessly to delivery great product to you as quickly as possible.

  • Is Old Mattress Removal Available?

    Yes, Sleepy’s offer free mattress removal at no extra cost. When we deliver your new mattress, for both in store and online mattress purchases, our team will remove your old mattress at no charge!

    We do reserve the right in some cases, where the health and hygiene of our staff or contractors may be at risk, to negotiate an alternate arrangement for disposing of your mattress.

    During COVID-19, changes may apply to delivery schedules and free old mattress removals at this time. If you are purchasing online, we will confirm your delivery before processing your order. If you are making your purchase in one of our Sleepy’s showrooms, our teams in store will advise you of the current delivery protocols. Sleepy’s use independent contractors for delivery services to our customers and during this time we want to support these small business owners and our customers to ensure safety for all.

    Please note, bases and other bedroom furniture are not part of our Free Old Matt Removal offer. This service is available in some stores at an additional charge. Please contact your closest Sleepy’s store for more information.

  • What Do I Need to Know Prior to My Order Being Delivered?

    If Sleepy’s are delivering a new mattress (and/or base) to your home, we will contact you beforehand to provide guidelines to help arrange a smooth transition. As these products are large and heavy, it is recommended fragile, valuable and cherished possessions are tucked away and a clear pathway to the room be created.

Placing an Order

  • What Happens Once I Place an Order?

    Online – once your order has been received and payment confirmed, one of our consultants will make contact with you. This may be in the form of email or telephone. Please check your “junk” mail after your order has been placed just in case our email ends up there by mistake!  The consultant in store will let you know they have received your order and will make arrangements to have your new mattress made for you. They will also provide you with regular updates as required to advise delivery details and time lines. This could be through email, SMS or telephone, you get to select which method suits your lifestyle.

    In Store – our consultants will provide you with information on delivery time lines at the time of your purchase. If they need to order the product from our suppliers they can provide you with regular updates as required. This could be through email, SMS or telephone, the choice is yours, just let your consultant know at the time of purchase.

  • Can I Check On the Progress of My Order?

    Yes, you can contact the Sleepy’s store you purchased from or, in the case of an online order, you can email [email protected] or talk to us on WebChat. When your order has been placed with our supplier, updates are available through email, SMS or telephone depending on your preference.

  • Can I Change or Cancel My Order After I Have Placed it Online or In-Store?

    Cancellation of orders will attract an administration fee equal to 20% of the total value of goods if your order has been placed with the manufacturer. You are not entitled to a refund if you simply change your mind.

    Order changes can be managed through the store. We always want to provide you with the most suitable outcome possible and will work with you to achieve this.

    Sleepy’s offer 60 Night Comfort Exchange on the occasion that your mattress isn’t quite right. Find out more here.

Payment

Pick Up

  • How Do I Find My Nearest Sleepy's Store?

    Visit our website or call 1300 722 718 to find your closest Sleepy’s store.

  • What Sleepy's Stores offer In-Store Pickup?

    All Sleepy’s stores offer in-store pick up. You can organise this at the time of purchase in store or select “Click & Collect” online as your delivery option. Please ensure you have organised the correct mode of transport for products such as mattresses, bed heads and bases.

  • Can I Pick Up My Order at a Sleepy's Store?

    You can arrange to pick up your order when it arrives in the store you purchased from. This is arranged with your sales consultant at the time of purchase.

    For online orders, you need to live close to a Sleepy’s store and have selected “Click & Collect” as the delivery option. If you are outside our delivery areas, “Click & Collect” may not be available.

  • What Are Sleepy's Opening Hours for In-Store Pickups?

    Find your local Sleepy’s store opening hours on our website here.

  • Which Products Can I Order for Pickup?

    All Sleepy’s products are available for pick up in-store. If your product needs to be ordered there is a general lead time of up to 7-10 business days. We recommend making use of our delivery system for heavy items.

    Custom orders and specialty items such as bedheads and bases are made to order and have longer delivery times. Our consultants in store will be able to provide you with more information.

  • What Do I Need to Bring with Me When I Collect My Order?

    A proof of purchase receipt and a suitable mode of transport to take your order home.

Warranty & Guarantees

Returns and Exchanges

Common Questions about Mattresses

  • How do I choose the right pillow?

    A pillow should support your neck as you sleep, if you are waking with neck pain your pillow may be contributing to your discomfort.

    If you a side sleeper, your pillow should fit comfortably between your head and shoulder without tilting your neck up or dropping your head below your neck.

    If you are a stomach or back sleeper a lower profile pillow may be the better option.

    When you are buying a new mattress from Sleepy’s, a new pillow should be considered because as we fit you to this new mattress, we are also aligning your neck with a pillow in our showroom to make sure your body from head to toe is supported as you sleep.

    Pillows can be made with polyester fills, feather and down, latex, memory foam, gel visco or a combination of these.  Pillows also come in different “shapes” or profiles, they can be high profile (good for broad shouldered bodies who are side sleepers), medium profile, low profile or contour.  While a contour pillow might take a little time to get used to it is amazing for sleepers who move between side, stomach or back sleeping positions because there is both a low and medium or high profile on the pillow.

    Personal preference will play a part in your decision and at Sleepy’s we will listen to your needs and then find the most suitable pillow option for you.

    Don’t forget to buy a pillow protector to safeguard your pillow from all the nasties you might sweat, cough or sneeze into during the night!

  • What are the different types of pillows?

    Pillows are made from a range of materials to suit different sleep styles and personal requirements.

    Our most popular types of pillows are:

    • Latex gently cushions and supports the head, neck and shoulders to offer premium comfort and quality. The natural qualities of latex inhibit the growth of bacteria, mould and dust mites and promotes ventilation making a latex pillow a suitable choice for asthma and allergy suffers. There are different varieties of latex in the market with the most premium grade of latex called Talalay.
    • Memory Foam provides customised support by moulding to the contours of the head and neck to help relax the muscles for pressure point relief to enable amazing comfort, durability and long-lasting support throughout the night.
    • Gel Visco is a material that is generally infused with memory foam, to act as a cooling aid to the pillow sleep surface. It contains properties that whisk away moisture and heat, for a more refreshing night’s sleep.

  • Why do pillows go yellow?

    There are three typical causes of yellowing pillows:

    • Sweat
    • Makeup and other skin products

    To protect your pillow from the degrading properties listed above, a pillow protector is recommended.  When you are sick, the first place you head it to bed to cuddle that pillow and the more you sweat, cough or sneeze into that poor pillow, the more bacteria and fluid is leaching into your pillow causing further bacterial growth and foam deterioration.

    If your current pillow is aging, suffering a loss of support or causing neck pain, it is time to upgrade your pillow.

  • Can you put pillows in the washing machine?

    There are a few pillows which could be cleaned on a gentle cycle in the washing machine, but you should always read the care tags of your pillow before washing.

    To keep your pillows clean and fresh we recommend the following:

    1. Use a pillow protector and wash this once a month or as required.
    2. Air your pillow in a shaded well-ventilated area (out of direct sunlight and not on a hot or humid day).
    3. Use a spray sanitiser that has been designed for use on fabrics and foams. We recommend Protect A Bed Fabric Sanitiser. Spray from a height to disperse delicate droplets, do not saturate your pillow. This can be done monthly or as required.

  • Can you put pillows in the dryer?

    There are very few pillows that can be dried in your average dryer. Check out your pillow’s care tags to find out.

    To keep your pillows clean and fresh we recommend the following:

    1. Use a pillow protector and wash this once a month or as required.
    2. Air your pillow in a shaded well-ventilated area (out of direct sunlight and not on a hot or humid day).
    3. Use a spray sanitiser that has been designed for use on fabrics and foams. We recommend Protect A Bed Fabric Sanitiser.  Spray from a height to disperse delicate droplets, do not saturate your pillow. This can be done monthly or as required.

  • How often should you change your pillows?

    If you experience heavy symptoms of asthma or allergies, it’s probably best to change your pillows.

    Longstanding pillows can begin to build up dust and mould – both of which can wreak havoc on your health.

    If your health is fine but you can see evidence of yellowing or mould, it’s time for a pillow upgrade.

    If you are regularly waking with neck pain, a new pillow may be in order to support your head and complement the full body support with your mattress

    When buying a new mattress, consider upgrading your pillows.  We can fit your spine and body to a great mattress but you might undo this if your pillow at home isn’t supporting your neck.

    Pillow protectors also help protect the investment you have made in a new pillow and keep the dust mite waste, bacteria and allergens at bay.

  • What is the best pillow for neck pain?

    A pillow should support your neck as you sleep, if you are waking with neck pain your pillow may be contributing to your discomfort.

    If you a side sleeper, your pillow should fit comfortably between your head and shoulder without tilting your neck up or dropping your head below your neck.

    If you are a stomach or back sleeper a lower profile pillow may be the better option.

    When you are buying a new mattress from Sleepy’s, a new pillow should be considered because as we fit you to this new mattress, we are also aligning your neck with a pillow in our showroom to make sure your body from head to toe is supported as you sleep.

  • What is the best pillow for side sleepers?

    If you a side sleeper, your pillow should fit comfortably between your head and shoulder without tilting your neck up or dropping your head below your neck.

    A contour pillow might take a little time to get used to, in saying this, it is amazing for sleepers who move between side, stomach or back sleeping positions because there is both a low and medium or high profile on the pillow.

    A memory foam pillow is great for supporting and conforming to your head to support your neck.  It really is about what your individual needs, issues and comfort preferences are – a consultant in a Sleepy’s store will be more than happy to narrow down your options and find the pillow that is right for you.

Common Questions about Bed Bases

  • Do I need a bed base?

    A bed base will help prolong the life of your mattress and create extra storage space in your bedroom. Bed bases are also great for enhancing the comfort and style of your sleeping environment. A good bed base will make your mattress feel more comfortable by adding extra support. The same mattress on a low-quality base won’t feel as comfortable.

    Many new mattresses are made with latest technology foams and spring supports which can add significant weight to a mattress. Making sure you have the most supportive base is important for the longevity of your mattress.

  • Bed base vs. bed frame

    Assuming you are now going to select a good quality base or bed frame, the preference for either of these options should be based on your design preference as you create your personal bedroom sanctuary.

    The bed bases at Sleepy’s offer a ‘stationary foundation’ for your mattress. They are made by our mattress manufacturers and therefore will support your mattress and the manufacturers warranty.  Our bed bases are upholstered, there are a wide range of colours and fabric textures and come with glides (legs).  Castors (or rollers/wheels) are available to help you move your base if required.  You can upgrade your base to include castors when you place your order at a Sleepy’s store.

    Our bed bases also have slats made from premium timber, the width of each slat and the placement of these slats further helps to support your mattress.  Some of our bed bases also come in two profiles, the standard profile and a low profile.  The low profile may help to keep the mattress at a manageable height as some of mattresses can be up to 40cm deep.

    The bed bases we sell are all Australian made and we very proudly support local manufacturers.

    The below measurements for our Australian made standard bed bases should be used as a guide only – for accurate measurements please contact one of our Sleepy’s stores who can provide you with more detailed information:

    • Standard Profile base depth (not including glides) – 23 cm
    • Low Profile base depth (not including glides) –15 cm
    • Standard glide height – 10 cm
    • Castor only – 5cm
    • Castor with leg height – 10cm
    • The single, long single, king single, double and queen bases are delivered as one piece; a king and super king bases are delivered in two pieces.

     

    We do offer storage options in our bed bases such as gas lift or drawers.  These bases are not part of our ‘standard’ bed base range and the heights will vary to allow for the space required to add these components to a base.  For more information on specific measurements for our storage bases, please talk to one of our consultants in your local Sleepy’s store.

    Our bases can be matched to a complementary range of bed heads and brackets are available to add when you purchase a bed head and base together. Visit our bed head page to view all the designer bedheads available in store and online. Don’t forget to ask for brackets at the time of order so that we can match brackets up perfectly. Brackets cannot be added after the purchase.

    Bed frames are not part of the core product range at Sleepy’s. If you are wanting to put your new mattress on your current bed frame, below are some guidelines for you and we would advise speaking to a consultant in our store to provide you with more detailed information and assistance in making your decision.

    • Your bedframe should be robust and not flimsy.
    • It should not be broken or missing any slats or support rails.
    • A centre rail running from head to toe will provide more support and is highly recommended.
    • Slat width, placement, quantity and quality is important.

    If in doubt, please talk to one of our consultants in store.

    Most of our mattress ranges are very heavy as we believe in providing our customers with the latest in bedding technology. This can mean foam, memory foam, gel visco, graphene memory foam, gel layers, pocket springs and inner springs will make a mattress feel wonderful to sleep on and they require a high-quality base to fully support them.

  • What is an adjustable bed base?

    An adjustable bed base is a ‘motion foundation’ and allows you to lift or angle your bed to suit your requirements. This type of base can be tilted to follow the lines of your body and offer complete support, help with circulation, pressure relief, comfort and alleviate muscle tension. An electrical point is required to allow the movement of our motion bases.

    Sleepy’s have a range of adjustable bases to suit a variety of lifestyles.

    There are bases with or without massage features, various sizes, remote controls with pre-set functions available and variable leg heights.  We have 2 TGA approved bases for those who need extra help or may have restricted movement.

    If an adjustable base is a consideration for you, your mattress must be suitable for this ‘motion foundation’.  The movement of an adjustable base means an innerspring mattress is not suitable.  The following support structures are suitable and made for movement on an adjustable base or motion foundation:

    • Pocket spring – most are ok, please check in store for more information
    • Foam core

    A mattress expert in a Sleepy’s store will be able to offer you more guidance and information in your consideration of an adjustable base and complementary mattress.

  • What is the best bed base for a pocket spring mattress?

    Pocket spring mattresses are made up of individual pocket springs. All the springs are contained within their own pocket, allowing them to work independently from each other.

    Most pocket spring mattresses can be used on our adjustable bases, they are all suitable for any of our Sleepy’s bed bases and most premium bed frames.

    If you are wanting to use your current bedframe, we recommend the following:

    • Your frame should be robust and not flimsy.
    • A centre rail running from head to toe will provide more support and is highly recommended.
    • Slat width, placement, quantity and quality is important.
    • It should not be broken or missing any slats or support rails.

    If in doubt, please talk to one of our consultants in store.

  • What is the best bed base for a memory foam mattress?

    Memory foam mattresses, latex foam mattresses and our foam core mattresses can be used on our adjustable bases, are suitable on any of our Sleepy’s bed bases and most premium bed frames.

    If you are wanting to use your current bedframe, we recommend the following:

    • Your frame should be robust and not flimsy.
    • A centre rail running from head to toe will provide more support and is highly recommended.
    • Slat width, placement, quantity and quality is important.
    • It should not be broken or missing any slats or support rails.

    If in doubt, please talk to one of our consultants in store.

Common Questions about Bedding

  • How do I choose the right pillow?

    A pillow should support your neck as you sleep, if you are waking with neck pain your pillow may be contributing to your discomfort.

    If you a side sleeper, your pillow should fit comfortably between your head and shoulder without tilting your neck up or dropping your head below your neck.

    If you are a stomach or back sleeper a lower profile pillow may be the better option.

    When you are buying a new mattress from Sleepy’s, a new pillow should be considered because as we fit you to this new mattress, we are also aligning your neck with a pillow in our showroom to make sure your body from head to toe is supported as you sleep.

    Pillows can be made with polyester fills, feather and down, latex, memory foam, gel visco or a combination of these.  Pillows also come in different “shapes” or profiles, they can be high profile (good for broad shouldered bodies who are side sleepers), medium profile, low profile or contour.  While a contour pillow might take a little time to get used to it is amazing for sleepers who move between side, stomach or back sleeping positions because there is both a low and medium or high profile on the pillow.

    Personal preference will play a part in your decision and at Sleepy’s we will listen to your needs and then find the most suitable pillow option for you.

    Don’t forget to buy a pillow protector to safeguard your pillow from all the nasties you might sweat, cough or sneeze into during the night!

  • What are the different types of pillows?

    Pillows are made from a range of materials to suit different sleep styles and personal requirements.

    Our most popular types of pillows are:

    • Latex gently cushions and supports the head, neck and shoulders to offer premium comfort and quality. The natural qualities of latex inhibit the growth of bacteria, mould and dust mites and promotes ventilation making a latex pillow a suitable choice for asthma and allergy suffers. There are different varieties of latex in the market with the most premium grade of latex called Talalay.
    • Memory Foam provides customised support by moulding to the contours of the head and neck to help relax the muscles for pressure point relief to enable amazing comfort, durability and long-lasting support throughout the night.
    • Gel Visco is a material that is generally infused with memory foam, to act as a cooling aid to the pillow sleep surface. It contains properties that whisk away moisture and heat, for a more refreshing night’s sleep.

  • Why do pillows go yellow?

    There are three typical causes of yellowing pillows:

    • Sweat
    • Makeup and other skin products

    To protect your pillow from the degrading properties listed above, a pillow protector is recommended.  When you are sick, the first place you head it to bed to cuddle that pillow and the more you sweat, cough or sneeze into that poor pillow, the more bacteria and fluid is leaching into your pillow causing further bacterial growth and foam deterioration.

    If your current pillow is aging, suffering a loss of support or causing neck pain, it is time to upgrade your pillow.

  • Can you put pillows in the washing machine?

    There are a few pillows which could be cleaned on a gentle cycle in the washing machine, but you should always read the care tags of your pillow before washing.

    To keep your pillows clean and fresh we recommend the following:

    1. Use a pillow protector and wash this once a month or as required.
    2. Air your pillow in a shaded well-ventilated area (out of direct sunlight and not on a hot or humid day).
    3. Use a spray sanitiser that has been designed for use on fabrics and foams. We recommend Protect A Bed Fabric Sanitiser. Spray from a height to disperse delicate droplets, do not saturate your pillow. This can be done monthly or as required.

  • Can you put pillows in the dryer?

    There are very few pillows that can be dried in your average dryer. Check out your pillow’s care tags to find out.

    To keep your pillows clean and fresh we recommend the following:

    1. Use a pillow protector and wash this once a month or as required.
    2. Air your pillow in a shaded well-ventilated area (out of direct sunlight and not on a hot or humid day).
    3. Use a spray sanitiser that has been designed for use on fabrics and foams. We recommend Protect A Bed Fabric Sanitiser.  Spray from a height to disperse delicate droplets, do not saturate your pillow. This can be done monthly or as required.

  • How often should you change your pillows?

    If you experience heavy symptoms of asthma or allergies, it’s probably best to change your pillows.

    Longstanding pillows can begin to build up dust and mould – both of which can wreak havoc on your health.

    If your health is fine but you can see evidence of yellowing or mould, it’s time for a pillow upgrade.

    If you are regularly waking with neck pain, a new pillow may be in order to support your head and complement the full body support with your mattress

    When buying a new mattress, consider upgrading your pillows.  We can fit your spine and body to a great mattress but you might undo this if your pillow at home isn’t supporting your neck.

    Pillow protectors also help protect the investment you have made in a new pillow and keep the dust mite waste, bacteria and allergens at bay.

  • What is the best pillow for neck pain?

    A pillow should support your neck as you sleep, if you are waking with neck pain your pillow may be contributing to your discomfort.

    If you a side sleeper, your pillow should fit comfortably between your head and shoulder without tilting your neck up or dropping your head below your neck.

    If you are a stomach or back sleeper a lower profile pillow may be the better option.

    When you are buying a new mattress from Sleepy’s, a new pillow should be considered because as we fit you to this new mattress, we are also aligning your neck with a pillow in our showroom to make sure your body from head to toe is supported as you sleep.

  • What is the best pillow for side sleepers?

    If you a side sleeper, your pillow should fit comfortably between your head and shoulder without tilting your neck up or dropping your head below your neck.

    A contour pillow might take a little time to get used to, in saying this, it is amazing for sleepers who move between side, stomach or back sleeping positions because there is both a low and medium or high profile on the pillow.

    A memory foam pillow is great for supporting and conforming to your head to support your neck.  It really is about what your individual needs, issues and comfort preferences are – a consultant in a Sleepy’s store will be more than happy to narrow down your options and find the pillow that is right for you.