Return & Exchange FAQ

1. Can I return an item if I have changed my mind about the purchase?

Mostly yes, we will gladly accept returns within 14 days of delivery if you have had a change of mind. However, the item needs to be unopened, unused, in original condition and in their original packaging. You will need to contact our customer service staff via the online form or email customerservice@zzzatelier.com.au. You will also need to provide us photos showing the condition of the item. Once we have agreed, we will issue a confirmation of return acceptance, you are then responsible for returning the item to our warehouse in the same condition. We will issue you the full refund (but excludes shipping fees paid) minus 10% re-stocking fee after we have inspected the item and are satisfied that the item and its packaging are both in brand new condition. Zzz Atelier retains the final discretion to accept of refuse the return after we have fully inspected the item. 

Most mattresses purchased at full price (excluding outlet store items) enjoy our 60 Day Comfort Assurance, which gives you an extended period of time to exchange your mattress or request for refund. You should check if the mattress you have purchased qualify for such trial. Make sure that you fully read the Comfort Assurance terms and condition.

Please note that under the health act, all soft furnishing items (including sheets, pillows, pillow cases, mattress toppers etc.) are non-refundable unless faulty. We encourage you to make your selection carefully prior to your purchase.

2. What if the item I receive has been damaged in transit?

If the item you receive has been damaged in transit, you can send us photos showing the damage and provide your name and contact information. Our customer service staff will resolve this issue for you as soon as we can.

It is important that you do not sign for the delivery as having been received in good condition unless you have checked the item thoroughly. Alternatively, you may also choose to leave a note with the courier that you have not had time to check the delivery. Damage in transit may no longer be claimed once you have signed off the delivery as having been received in good condition without leaving any note.

3. The item that I've received is wrong. What should I do?

If the parcel that you've received is wrong, please use the online contact form or email us at customerservice@zzzatelier.com.au. Our friendly staff will help you resolve the issue as soon as we can.