SHIPPING POLICY

Adore Sleep (“we”,  “us” and “our”) is the operator of (http://www.adoresleep.com.au) (“Website”).

By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

 

For Australian Orders Under $150.00

For orders under $150 shipping is calculated at checkout using Australia Post configurations based on weight, dimensions and destination of the item(s).  Shipping is via Australia post service whereby emails from Australia Post will keep you updated on the delivery of your parcel.

For Australian Orders Over $150.00

For all orders with a value over $150 we provide FREE shipping.  This will become an option for selection at checkout once you’ve qualified. Please make sure you SELECT this option at checkout if you qualify for free shipping. The checkout may automatically default to a paid shipping selection.  It is the responsibility of the customer to select the Free Shipping Option prior to payment being made. We can not reverse or refund this cost to you should you not select the Free Shipping Option prior to payment and as a result the customer will bear the shipping cost selected.  This shipping is via Australia Post.

Allow 3-10 business days for your order to arrive.  Delivery times are subject to Australia Post timeframes and any delays or changed timeframes they are currently experiencing.

1.General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfil all your items at time of purchase. In this instance, we will fulfil the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.

2. Shipping

Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in that order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.  This cost is not refundable should you decide to return your items.

3. Delivery Terms

3.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 – 7 days but may be impacted by delays at Australian Post. Please allow 3-10 business days for your order to arrive.

3.2 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order.  Our warehouse operates on Monday – Friday during standard business hours, except on public holidays at which time the warehouse may be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

3.3 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.

3.4 Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.

3.5 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us via email at service@adoresleep.com.au so that we can conduct an investigation.  Alternatively, it is highly recommended the customer lodges an enquiry directly with Australia Post.

4. Tracking

Upon dispatch, customers will receive an email from Australia Post from which they will be able to follow the progress of their shipment based on the latest updates made available by Australia Post.

5. Duties & Taxes

5.1 Sales Tax
GST has already been applied to the price of the goods as displayed on the website and itemised on your order.

5.2 Import Duties & Taxes
Adore Sleep does not currently ship to countries outside of Australia.

6. Customer Service

For all customer service enquiries, please email us at service@adoresleep.com.au

 

REFUNDS & RETURNS POLICY

Adore Sleep wants you to be happy and sure about your purchase and our aim is to make it as easy as possible.  We are certain you will LOVE your purchase but in the off chance there may be something you need to change about your order we accept exchanges via our Refunds & Exchanges Form. Please email service@adoresleep.com.au if one is not provided within your order.

This Refunds & Returns Policy (“Policy”) applies to all purchases made on www.adoresleep.com.au

1. General

Adore Sleep offers refunds and replacements in accordance with the Australian Consumer Law and on the terms set out in this Policy. Before making a purchase, please read this Policy so that you can understand your rights and what you can expect if you are not satisfied with your order.

2. Returns and Refunds

Adore Sleep may, at their sole discretion, provide a refund on the return of full priced products within 14 days of receipt of the products by you, where the product packaging is unopened and remains in a saleable condition. This means the products must be unused, unworn, unwashed, with the original tags and in its original undamaged packaging (if applicable – this applies only to products that come boxed or branded with their own packaging. It does not apply to our gift wrapping) . Shipping costs incurred upon first ordering your items is not refunded.

How do I Make a Return?
  • Please contact our team at service@adoresleep.com.au
  • Quote your order number and the reason for your return
  • Our team will be in touch with a return address to send your parcel
  • Upon receipt the product will be checked by our Quality Control Team
  • Once approved a refund or credit note will be issued along with an email confirming this
  • Please allow 5-7 business days from the point of receipt at our warehouse for this to be actioned

Adore Sleep’s Products come with guarantees that cannot be excluded under the Australian Consumer Law.  Adore Sleep Quality Control Team will check all items prior to packing for any fault or damage before shipping. It is not our intent to send you a faulty or damaged product.  If the Product you have received arrives to you faulty or damaged, please e-mail service@adoresleep.com.au with your proof of purchase, an outline of the fault or damage, photographs and any other relevant information. Adore Sleep will contact you within 3-5 business days to follow up your request.  For items received damaged whereby delivery methods could be at fault, please see below 6. Items Lost or Damaged in the course of Delivery.

I Have Received a Faulty Item:

We are sorry to hear you have received a faulty item. Please send us the following information to service@adoresleep.com.au

  • Your order number
  • The item name
  • Photos that show the fault of the item

Please hold onto the item until we contact you.

You acknowledge and agree that you are required to pay the postage costs associated in order for the item(s) to be returned and any associated fees with any refund pursuant to this clause. If your return is not accepted by Adore Sleep, you will be responsible to pay for all shipping costs involved in returning the Product to you. Refunds will be made by way of the original payment method for the item(s) being returned.  Any shipping costs paid by the customer for the order from which the product(s) are being returned or refunded will not be included in the refunded amount.  We strongly suggest you return your items using tracking. This can be easily done through Australia Post.

3. Exchanges

Adore Sleep may, at their sole discretion, provide an exchange on the return of full priced products within 14 days of receipt of the products by you, where the product packaging is unopened and remains in a saleable condition. This means the products must be unused, unworn, unwashed, with the original tags and in its original undamaged packaging (if applicable – this applies only to products that come boxed or branded with their own packaging. It does not apply to our gift wrapping) . Shipping costs incurred upon first ordering your items is not refunded. Under Australian Hygiene laws, we are unable to refund or exchange intimates, pillowcases or eye masks.  

How do I Make an Exchange?
  • Please contact our team at service@adoresleep.com.au
  • Quote your order number and the reason for your exchange
  • Our team will be in touch with a return address to send your parcel
  • Upon receipt the product will be checked by our Quality Control Team
  • Once approved an exchange will be issued along with an email confirming this
  • Please allow 5-7 business days from the point of receipt at our warehouse for this to be actioned

You acknowledge and agree that you are required to pay the postage costs associated in order for the item(s) to be returned and any associated fees with any exchange pursuant to this clause. If your exchange is not accepted by Adore Sleep, you will be required to pay for all shipping costs involved in returning the Product to you.

4. Sales Items & Other Exclusions

All items purchased on sale are non-refundable, cannot be exchanged or receive a store credit. Please keep this in mind when making a purchase. For hygiene reasons, intimates, pillowcases & eye masks may not be exchanged and cannot be returned.

Notwithstanding the other provisions of this Policy, Adore Sleep may refuse to provide an exchange or refund for a Product purchased by you if:

  • You misused the said product in a way which caused the problem.

  • You knew or were made aware of the problem(s) with the product or service before you purchased it.

  • Any other exceptions apply under the Australian Consumer Law.

5. Customer Responsibility

If returning or exchanging a Product, it is your responsibility to ensure safe delivery. Title in the Goods remains with you until it is safely delivered to Adore Sleep. Adore Sleep does not accept any responsibility for Products returned to the incorrect address or return and exchange Products damaged in transit. Items that are damaged, lost or returned without authorisation will not be accepted.  Please make sure you return your items using a trackable method from Australia Post.

6. Items Lost or Damaged in the course of Delivery

In the event that an item is lost or damaged in the course of the Delivery Services, Adore Sleep asks that you:

  • contact Australia Post directly to lodge an enquiry; and

  • contact Adore Sleep by sending an email to service@adoresleep.com.au outlining in what way the Products were lost or damaged in transit so that Adore Sleep is able to determine if Australia Post should be removed from the purchase services and any other further information required to assist with the enquiry.

In the event that a product you have purchased fails to meet one or more Consumer Guarantees under the Australian Consumer Law, we shall bear any cost of shipping the said product (the “Returned Product”) back to us, as well as any cost of shipping any replacement product to you.

In the event that we organise and pay for the inspection, postage, shipping, transportation or collection of a Returned Product, and it turns out not to be eligible for a repair, replacement or refund under the terms of this Policy (including under the Australian Consumer Law), then you will be required to pay the costs of any inspection, postage, shipping, transportation or collection of the Returned Product.

7. Response Time

We aim to process any requests for repairs, replacements or refunds within 5-7 business days of receipt.

8. Contact Us

If you wish to speak to us about this Policy or about any refund, repairs or replacements, please contact us on 1300 709 098 or email us at: service@adoresleep.com.au