Where We Ship To:
We ship to most destinations across all states of Australia. There are however areas our external couriers cannot deliver too. If a deliverable address is not supplied we will refund your purchase.
If you make a mistake in adding your address and the item is returned by the courier back to us we still get charged for the delivery. You will have to pay for the delivery again prior to the item being dispatched.
We ship our current Pillow range to New Zealand.
Due to the size and weight of our mattresses we currently don't offer international shipping.
* Please Note: Our couriers will NOT deliver to P.O Boxes. Delivery address must be residential or business.
It is important to us that we ship your purchase as quickly as possible. Most items are shipped within 2-3 business days and are typically delivered within 5-7 business days.
In some instances when items are thought to be in stock but are not available you will be notified via email of the options available to you prior to your order shipping. Please note we reserve the right not to ship any orders for any reason. If your order has a problem and cannot be shipped, we will contact you with a potential resolution.
*We ship Monday to Friday (business days), excluding public holidays. Shipping time to some parts of the country may be up to 10 business days.
Once the order is placed a tracking number is provided by the shipping carrier. At this time, we will update your order with the tracking information and email you with that information.
If an item is on pre-order or your order goes on backorder we will ship your order as soon as backordered items become available.
Shipment Policy Guidelines:
Accepting Your Order
In order for any product(s) purchased to qualify for return, the following shipment policy guidelines must be followed:
1. You must be present to receive, inspect, & sign for your delivery.
2. Before signing/receiving the package:
- Ensure you received the correct number of packages
- Check for any damage or problems with the package
- Your signature indicates acceptance, and if you simply sign without inspecting the packaging or its contents, then you are accepting the shipment “as is.”
Please ensure you inspect the package(s) prior to signing, including the packing slip. If there is any damage to the package(s) or missing packages, please make a note of this with the shipping company prior to accepting.
If damages or shortages are not recorded the shipping company will not honour insurance claims and unfortunately our return policy will not apply.
Please take photos of the damaged package prior to opening and reference our Damaged Goods Return Guidelines to return the items.
Immediately unpack all contents to ensure that you were shipped the correct items. If there are any damages or shortages inside the package, they must be reported immediately (within 24 hours) by emailing us.
Returns, Cancellations and Exchanges Policy
Damaged Goods Return Guidelines
Damaged items must be reported within 24 hours of receiving your order. Please take pictures of the damaged package prior to opening and email them immediately to email@example.com and include your Order Number in the subject line. We will contact you within 2 business days of receipt to discuss a resolution.
IMPORTANT NOTE - please check compatibility prior to purchase: if you're uncertain whether this Milari Green Baby Mattress is suitable for your cot, please locate the warning label on the cot's base board; this should state a recommended mattress size. We also strongly encourage you to manually measure the internal space of your cot to avoid purchasing the wrong size. Due to hygienic reasons, we do not accept returns or exchanges for mattress products that have already been opened from their packaging. Therefore, please ensure you check compatibility prior to purchasing.
Our products contain organics and natural materials and have a natural vanilla like-smell when you first open the mattress or pillow. This is a result of organic materials that are vacuum sealed within the packaging just after the mattress is made and are not harmful in any way. The natural smell is a mix of wool and latex. We do not use any deodorisers or fragrances. The smell is not a reason for a return. We do not refund or return products based on smell preferences, if you do not like the smell of the product please follow the airing out process on the FAQ page.
Online Cancellation Policy
Due to our commitment to process online orders as quickly as possible, cancellation requests must be submitted within 6 hours from the time of order. Please send your cancellation request to firstname.lastname@example.org and provide your Order Number in the subject line, as well as a reason for cancellation within the email. Please note that sending in a cancellation request does not mean that your order is immediately cancelled. Cancelled orders will be confirmed in writing via email. In the event that your order cannot be cancelled, please refer to the return policy.
In the case where an order is undeliverable after multiple attempts, and is then shipped back to us, shipping fees both ways will become the responsibility of the purchaser. In such a case where an order is undeliverable and is returned to us by the shipping company, the actual shipping fees both ways will be deducted from any refunds owed to the customer upon receipt of the undeliverable order, regardless of whether the order qualified for flat rate or free shipping.
Please be aware that Single and King Single size mattresses fall under our Bulky Goods Shipping Policy and shipping rates, which are calculated at checkout, do apply.
Bulky Goods Shipping Policy
How will my items be delivered?
All Goods are to be delivered through the “first point of egress”. This is the first space within a customer’s home or apartment that they can close off to the public e.g.: Entry Hall, Garage, Patio).
The Couriers can't enter or deliver into home.
Is mattress removal available?
Mattress or packaging removal is not part of the standard Delivery service at this time.
What do I need to know prior to my order being delivered?
Prior to delivery you should ensure that there is unobstructed access to your property and to the room that you want your order delivered to. Any fragile objects should be moved out of the way.