Shipping & Returns

Updated: 05-03-2019

SHIPPING

All of our products include free shipping within all states of Australia. Certain regional areas and postcodes will incur an additional shipping fee depending upon the area. Simply type your postcode into the checkout to find out your shipping cost.

All Mattress Toppers, Pillows and Mattresses will generally ship out within 1-2 business days unless mentioned otherwise by our support team. Your products will be delivered within 7-15 business days after they have been shipped out (this is subject to change and will be discussed with you via email if there are any unexpected delays). If you require a signature upon delivery, please send us an email to info@fernearth.com.au and we will have this added to your order. Please feel free to enquire with us about estimated shipping time of specific items before ordering. We will do our best to accommodate specific shipping requests, simply send an email with the details of your request included. You will receive a text message with the shipment tracking number when a label has been created for your shipment.

We may be able to ship to other countries upon request. We will not be responsible for the cost of any taxes, duties, customs charges etc. when shipping to a foreign country. Our shipping charge covers only the cost of shipping the item.

If requested, we may be able to expedite the shipping of an item. The expedited shipping costs will depend on the item itself, so please contact us and we can give detailed information depending on your situation! 

Many of our items are vacuum packed or roll packed. If this is the case, your item will be enclosed in several thick wraps to ensure safe delivery and placed in a box. Take care when cutting open the wrapped covers as to not damage your item.

Feel free to contact us via email at info@fernearth.com.au if you have any questions or concerns about shipping.

 

RETURN/REFUND POLICY

If you want to return any Products after your receipt of that particular product then please follow the process for each product category:

1) Mattresses: a) Try the mattress for 30 days from the receipt of the mattress. b) Not Satisfied? Contact us at: info@fernearth.com.au before the conclusion of the 100-night trial period to obtain Refund Approval from the Fern Earth team. You must ensure that your mattress has no stains, tears or deformations due to misuse in order for your refund to be accepted. Your mattress will be picked up for free by our partnered Charity Organisation for donation in some areas of Sydney, Melbourne, Brisbane, Perth and Adelaide. Otherwise, you can drop your mattress off at your nearest Charity depot. Fern Earth will assist you in this case but will not pay for transport costs. c) Refunds are paid AFTER the mattress is RECEIVED in good condition and has been accepted for charitable donation, at which point you will receive the full amount that you had paid for the product. This is to ensure that our products have the longest lifespan possible and promote the sustainable use of products.

Exclusions: a) If the mattress was purchased from a third-party source, such as Amazon, returns are different and subject to each respective retailers’ policy. As such, the 100-night trial on the purchase does not apply. b) If the mattress is purchased by international customers outside of Australia, customers are responsible for the shipping costs associated with the mattress return. c) Limited to one order return per household.

2) Mattress Toppers & Pillows: a) Mattress Toppers and Pillows are covered by a 30-day return policy. Try the product for the first 14 days from the receipt of the product. b) If you are having an issue, contact us at: info@fernearth.com.au before the conclusion of the 30-day return period to obtain Refund Approval from the Fern Earth team. You must ensure that your product(s) has no stains, tears or deformations due to misuse in order for your refund to be accepted. Your product(s) will be picked up for free by our partnered Charity Organisation in some areas of Sydney, Melbourne, Brisbane, Perth and Adelaide. Otherwise, you can drop your product(s) off at your nearest Charity depot. Fern Earth will assist you in this case but will not pay for transport costs. c) Refunds are paid AFTER the product is RECEIVED in good condition and has been accepted for charitable donation, at which point you will receive the full amount that you had paid for the product. d) Limited to one order return per household.