Shipping & Returns

Updated: 12-03-2020

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. If you have come across an additional shipping fee in your checkout process, please contact us at info@fernearth.com.au for more information.


Time for Despatch

All products will leave our warehouse within 1 - 2 business days unless mentioned otherwise by our support team. The general delivery time from the warehouse to your listed address will be as in the schedule below.

 

Metro City Mattress Deliveries

Melbourne: 1 - 2 business days

Sydney: 1 - 2 business days

Canberra: 1 - 3 business days

Brisbane: 2 - 5 business days

Adelaide: 2 - 5 business days

Hobart: 2 - 5 business days

Perth: 5 - 9 business days

Darwin: 6 - 11 business days

 

Metro City Mattress Topper/Pillow Deliveries

Melbourne: 1 - 2 business days

Sydney: 1 - 2 business days

Canberra: 1 - 2 business days

Brisbane: 1 - 3 business days

Adelaide: 1 - 3 business days

Hobart: 2 - 3 business days

Perth: 3 - 5 business days

Darwin: 3 - 6 business days

 

Regional Deliveries

In general we can estimate a 7 - 15 business day delivery for mattresses for regional areas and a 5 - 10 business day delivery for our mattress toppers and pillows in regional areas.


If you have any queries or want to find out further information on your estimated delivery time frame, please contact us at info@fernearth.com.au. The Authority To Leave delivery option is currently our recommended selection as we can not guarantee the exact day of delivery and advise on when you should stay at home. We will do our best to accommodate specific shipping requests, simply send an email with the details of your request included. You will receive an email with the shipment tracking link 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 then placed in a box. Take care when cutting open the outside packaging layer 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. You must follow the instructions from the Fern Earth team in order for us to check the condition of your mattress. 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 a depot location selected by our team which is closest to you. 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: a) Mattress Toppers 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 mattress topper has no stains, tears or deformations due to misuse in order for your refund to be accepted. You must follow the instructions from the Fern Earth team in order for us to check the condition of your mattress topper. Your mattress topper 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 mattress topper off at a depot location selected by our team which is closest to you. 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.

3) Pillows: a) Pillows are covered by a 30-day return policy. Try the pillow 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 pillow has no stains, tears or deformations due to misuse in order for your refund to be accepted. Your pillow must be sent back to our selected depot in order to check the condition. 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, at which point you will receive the full amount that you had paid for the product. d) Limited to one order return per household.