Shipping & Returns
Due to health and hygiene regulations we are unable to exchange or refund Pillows and Pillow Protectors. We encourage you to make your selection of items carefully prior to your purchase.
We will endeavour to process your order and dispatch within 12 - 24 hours of receiving payment. You will receive a confirmation email once your item has been dispatched from our warehouse.
We deliver Australia wide using Australia Registered Post which requires a signature on delivery unless otherwise stated at the checkout process. If you are not home when delivery takes place your item will waiting at your local post office for collection.
If you live within the Sydney area you are welcome to come and collect your order from our warehouse in Caringbah NSW. Please make sure you state at checkout that you will be picking up your order and please bring your tax invoice as proof of purchase.
Our warehouse is open Monday - Friday 9am to 4pm and we are located at 8 Woodfield Blvd, Caringbah, 2229.
We offer $9.95 flat-rate postage for orders within Australia. Please note there maybe postage charges for items sent to regional and remote WA & NT.
Damaged or faulty returns
If the item is thought to be faulty we will assess and trouble shoot the issue with you. We may direct you to return the item, or organise a pick and delivery, to us or the manufacturer to further assess the issue. If the item is found faulty, subject to any rights you have under any consumer protection law, we will and at our election repair, replace, or refund the cost of the item. If the item is faulty will then refund the cost of postage by our nominated shipping method (please retain receipts).
If the return is a result of our error (you received an incorrect or defective item, etc.) we'll also pay the return and re-delivery costs by our nominated shipping method (please retain receipts).
If an item is returned to the warehouse due to a change of mind, an incorrect address, or failure to collect an order from the post office or a courier company, we may charge a return/restocking fee. If a re-delivery is required we may charge a re-delivery fee.
You should expect to receive your refund within one week of us receiving your return, however, in many cases you will receive a refund more quickly. This time period takes into account the time it takes us to process your return once we receive it, and the time it takes your bank to process our refund request
Please contact email our Customer Care Team firstname.lastname@example.org to assist with organising your return.
In the event that your item is faulty or damaged please notify us immediately within 30 days of receipt to email@example.com. We will happily replace your item and will reimburse your postage for the return of any damaged goods.
Returns & Refunds Procedure
If you would like to return or exchange your item(s) please follow our returns procedure -
- Email us at firstname.lastname@example.org to obtain a Return Authorisation Number (RA Number), quoting your order number. You will need to state the reason for return and if you require an exchange or refund.
- When returning your item(s) please include the Original Invoice & RA Number and return back to Pillow World Returns, 8 Woodfield Blvd, Caringbah NSW, 2229
- For the safety and security of the parcel, we strongly advise you to return your item via Australia Registered Mail. We are unable to take responsibility for missing parcels and can only issue a refund when we have received your return parcel.
- Once your returned item(s) have been received, they will undergo a review and once cleared you will either receive your new item or a refund by Paypal or Credit Cards (Your default payment methods)
We will endeavour to process your refund/exchange within 2-3 working days.