Frequently asked questions

A little help, whenever you need it. Find answers about choosing, ordering, delivery and caring for your Zzz Atelier purchase. For details about a particular mattress, sofa or lounger, visit its product page.

Shipping & Delivery | Returns & Refunds | 100-Night Comfort Trial terms | Warranty | Contact Us

Shopping and orders

How do I choose the right mattress?

Start with the feel you enjoy. Signature offers our flagship comfort experience with a more cushioned surface. Chiropractic Black Label is our balanced, medium-firm best seller, while Assured Firm is for sleepers who specifically want a very firm surface. Compare the feel guides and individual product FAQs, or contact our team for help. Explore mattresses

Where can I find product dimensions, materials and care details?

Each product page includes its specifications, dimensions, care guidance and product-specific FAQs. Check the exact size and configuration before ordering, including both the product footprint and packaged dimensions where shown. If a measurement or detail you need is missing, Contact Us and we will help.

What payment methods can I use?

Available cards, digital wallets and other payment options are displayed at checkout. If an instalment option is available for your order, you can select it there and review the provider's eligibility requirements, repayment schedule and any applicable fees before proceeding. Prices are shown in Australian dollars.

How do I use a discount code?

Enter your code in the discount field at checkout and check that it has applied before paying. Eligibility, expiry dates, product exclusions and whether offers can be combined depend on the promotion. If your code is not working, contact us with the code and the products in your cart.

Can I change or cancel my order?

Please contact us as soon as possible with your order number and the change you need. We will check whether it can be made before dispatch. Changes and cancellations are not guaranteed once processing has begun. If your order has already left the warehouse, return or redirection arrangements and costs may apply, subject to the applicable policy and your consumer rights.

What happens if I order a pre-order item?

Check the estimated dispatch date shown for your selected product and variant before ordering. A dispatch date is when the item is expected to leave our warehouse, with delivery time added afterwards. If you are ordering in-stock and pre-order items together, contact us to check how the order will be shipped.

Delivery and collection

Where do you deliver, and how much does it cost?

We deliver to most metropolitan and regional locations across Australia. Availability and charges depend on your postcode and the products ordered. Enter your delivery address at checkout to see the available rate, including any eligible free-delivery offer. Remote, island or restricted-access locations may need a separate quote or may be outside our delivery network. Shipping & Delivery

How long will my order take to arrive?

In-stock orders are usually dispatched within 1 business day after payment is received. As a guide, delivery after dispatch typically takes 3 to 8 business days to metro areas and 5 to 12 business days to regional areas. Remote locations, peak periods and public holidays may take longer. These are estimates, not guaranteed delivery dates; any product-specific or pre-order estimate takes priority.

How do I track my order, and can boxes arrive separately?

Use the tracking details in your dispatch email to follow your delivery. Tracking may take time to update after the carrier collects the order. Multi-item orders or products packed in several cartons may arrive separately. Check all tracking numbers, and contact us if a carton is missing or the estimated delivery window has passed.

Do I need to be home for delivery?

Authority to Leave may apply to eligible deliveries, allowing the carrier to leave your order at the nominated address without a signature. If this is unsuitable, contact us before dispatch so we can request alternative arrangements. Availability is subject to the carrier, and additional charges may apply. Shipping & Delivery

Where exactly will my order be delivered to?

Mattresses, bed frames, sofas, sofa beds and other large items are delivered to the ground floor entrance, front door or kerbside of your address, depending on the carrier and the service available in your area. The service does not include delivery into individual rooms or apartments, carrying items upstairs, assembly or installation, removing your existing furniture, or taking away packaging.

Can I request a delivery day, time or call before arrival?

You can contact us before dispatch with your request and we will pass it to the carrier. A particular day, time slot or call before arrival cannot be guaranteed unless a specific service has been confirmed. Please use the tracking updates and avoid booking installers or removalists around an unconfirmed delivery date.

What should I check before delivery?

Check your address, phone number, access instructions and the packaged dimensions before ordering. Measure doorways, hallways, lifts and stairs, and arrange any building access required. Large items need a suitable street address rather than a PO box or parcel locker. Redelivery or redirection charges may apply if incorrect details or access restrictions prevent delivery.

Can I collect my order?

Collection may be available by appointment from our Maribyrnong VIC or Prospect NSW warehouse, depending on stock and the product. Contact us first to confirm availability, then allow at least 1 business day's notice for an agreed collection time. Please wait for confirmation and collection instructions before travelling, and bring a vehicle suitable for the packaged item.

Unboxing and care

When can I sleep on my new mattress?

We recommend allowing at least 24 hours after unpacking before sleeping on your mattress. It will continue expanding and settling over the following days, with substantial recovery generally taking around 7 days. Follow the instructions supplied for your model and contact us if expansion appears uneven or incomplete. You do not need to wait for a suspected issue to worsen before asking for help.

How do I unpack and set up compressed furniture?

Move the cartons into the intended room and open the packaging carefully, avoiding deep cuts. Follow the product's setup instructions and position any sections as directed. Readiness for use and final shape recovery can be different: some products can be used once unpacked and correctly positioned while their appearance continues settling. Exact assembly and expansion guidance is on each product page.

Is a new-product smell normal?

A temporary new-product or packaging smell may be noticeable when you first unpack a mattress or upholstered item. Remove the packaging and allow fresh air to circulate through the room. Avoid covering or enclosing the product while it airs.

Should I rotate or flip my mattress?

Rotate your mattress head-to-foot once a month for the first 3 months, then at least once every 3 months, unless its specific care instructions say otherwise. Follow the model's instructions on flipping; a single-sided mattress should stay sleeping-side up. Support the mattress when moving it, as side handles are for positioning rather than carrying.

What base should I use under my mattress?

Use a flat, stable and supportive base that meets your mattress's requirements. Slatted bases and Queen or King frames have specific slat-spacing and centre-support requirements in our Warranty care guidance. Use an adjustable base only where the mattress is expressly stated to be compatible. If you are unsure, send us your base details before ordering.

How should I protect and clean my product?

Use a mattress protector from the first night and keep your mattress clean, dry and well ventilated. A protector is required throughout an eligible Comfort Trial. Follow the product's care label for cleaning mattresses, furniture and upholstery. Do not assume a zipped or removable cover is machine washable, and avoid soaking foam or using direct heat. Detailed instructions are on each product page.

100-Night Comfort Trial

Which purchases include the 100-Night Comfort Trial?

The trial applies only to eligible mattresses bought directly through zzzatelier.com.au. It does not apply to sofas, sofa beds, loungers, bed frames, pillows or accessories, or purchases through third-party retailers. Clearance, outlet, floor-stock and final-sale items are excluded. Promotional or discounted purchases are excluded unless expressly included, so check eligibility before ordering. 100-Night Comfort Trial terms

When does the trial start, and how long should I try the mattress?

The 100-night period starts on delivery. Please sleep on your mattress for at least 30 nights before requesting a comfort return or exchange, as adjusting to a new feel takes time. Contact us within the original 100-night period if it is not right for you. This adjustment period does not prevent you from reporting a fault or delivery issue sooner.

Can I exchange for another mattress during the trial?

Eligible customers can request one exchange or one return per household or order. An exchange must be for another eligible model in the same size; you pay the difference if the replacement costs more. The trial does not restart after an exchange and continues from the original delivery date. 100-Night Comfort Trial terms

Are trial returns and exchanges free?

Not necessarily. Under the Comfort Trial, delivery, shipping, handling and freight charges already paid are non-refundable, and return or exchange transport costs may apply unless we agree otherwise. Contact us for the arrangements and applicable costs before proceeding. These comfort-trial terms are separate from remedies for faulty goods under Australian Consumer Law.

How do I request a trial return or exchange?

Contact us within the trial period with your order number and the reason for your request. A protector must have been used throughout, and the mattress must remain clean, hygienic and undamaged. We will review eligibility and explain the next steps. Please wait for approval and return instructions before arranging transport or disposing of the mattress. 100-Night Comfort Trial terms

Returns and refunds

Can I return an item if I change my mind?

We may accept approved change-of-mind returns within 30 days of delivery for unopened, unused products in their original condition and packaging, with proof of purchase. Customers pay return transport, and a restocking fee of up to 10% may apply. Pillows are excluded from change-of-mind returns. These conditions are separate from the Comfort Trial and your rights for faulty goods. Returns & Refunds

Do I need to keep the packaging?

Original packaging is required for a change-of-mind return. For an eligible mattress Comfort Trial, keeping it is recommended but not always required; we will explain suitable transport protection. An expanded mattress or foam sofa cannot readily be compressed back into its original carton.

How do I arrange a return?

Contact us first with your order details and the reason for returning the item. We will explain the applicable process, return location and any costs. Please do not send goods to a warehouse or arrange transport before receiving instructions.

How will I receive an approved refund?

Approved refunds are generally issued to the original payment method. For a Comfort Trial or change-of-mind return, processing follows the required receipt, inspection or verification of the item. The time for funds to appear depends on your bank or payment provider. Contact us with your order number if you need an update.

Warranty and support

What warranty comes with my product?

Selected mattresses include a 10-Year or 15-Year Limited Warranty, depending on the model. Bed frames, sofas, sofa beds and loungers include a 12-Month Limited Warranty. Pillows and accessories have no additional voluntary manufacturer warranty. The voluntary mattress warranty becomes pro-rated after its initial no-charge product remedy period. Check your product details and our Warranty page for the full terms. All products retain applicable Australian Consumer Law rights.

What if my order arrives damaged, incorrect or incomplete?

Please contact us as soon as reasonably practicable with your order number, a description and clear photos of the item, packaging and shipping label where available. Keep the packaging while we review the issue. For an apparently unsafe product, stop using it. Signing for delivery or opening the packaging does not remove your Australian Consumer Law rights.

How do I get help with a possible product fault?

Email customerservice@zzzatelier.com.au or use our Contact Us form with your purchase details, product label and clear photos or video of the issue. We will review the information and explain what is needed next. Please contact us before arranging repairs or transport. The full claim process is on our Warranty page.

I bought through a marketplace or another retailer. Who should I contact?

For an order placed through a marketplace, message the seller through that order so the purchase and delivery details can be located. Website promotions and the website Comfort Trial do not automatically apply to third-party purchases. Eligible purchases through authorised sellers may still carry the applicable Zzz Atelier warranty, and your Australian Consumer Law rights remain. You can also contact us with your purchase details.

Still have a question?

We're here to help. Send us your question, and include your order number if you have already purchased.

Contact Us | customerservice@zzzatelier.com.au

The Signature Mattress

Sofas

Sofa Beds

Floor Loungers