Frequently Asked Questions

180 NIGHT COMFORT SWAP GUARANTEE

Returns
All Bloody Good Mattresses come with a 180 night comfort swap guarantee. The 180 nights start once the mattress has been delivered. If you find that the firmness isn’t right for you, we can coordinate a mattress swap free of charge. If you don’t love our mattress during the 180 nights, let us know within that period, and you can return it to receive replacement mattress model. We cover any expenses involved in the return.

Are there any terms & conditions?
It takes time for your body to adjust to a new sleeping surface and for the mattress to adjust to your body's natural contours. This is why we ask that you try your new mattress for at least three weeks (21 days) before using the firmness swap guarantee.

The dimensions are important when buying a mattress so please measure your bed frame to ensure the mattress fits (take note of the mattress' width, length and height). If you bought the wrong size and you've unpacked the mattress, you have the option to exchange it for a different size. You'll only have to pay the price difference.

How does the mattress swap process work?
We understand that the mattress won’t be right for everybody, so if the mattress isn’t right for you please contact us. We will coordinate the collection of your mattress working with one of our charity partners, or recycling teams*.

If there are any costs involved with the return Bloody Good Mattresses will cover them.

The replacement mattress will be sent once we’ve received confirmation that the mattress has been booked in for collection. We will co-ordinate with you to book the collection in a few days after dispatch so you will not be without a mattress to sleep on. You will receive an email notifying you of the tracking number for your new mattress. *if you live in a remote area, we ask that you donate the mattress directly to a local charity.

What happens to returned mattresses and comfort layers?
Most returned mattresses and comfort layers are donated to charity. Where this isn't possible, returned products are professionally recycled (e.g. foams in the mattresses are typically recycled into carpet underlay).

We will never re-sell or send out a returned product.

DELIVERY

Delivery service
We offer an Australia wide courier service for all our products. If in stock, items are usually dispatched from Sydney within 1-2 business days. Deliveries take place Monday to Friday between 9am and 5pm.

You will receive a confirmation email once your order has been placed. Once your order has been dispatched from our warehouse you will receive an email with delivery information.

The courier will attempt to make delivery once your order reaches your area. If someone is not home to accept delivery, the courier will leave a card to notify you of the missed delivery. You can then contact the courier to organise delivery for a day which suits you.

Please note couriers are not allowed to enter your residence for OH&S reasons, so delivery will only be made to the front door (or bottom floor if you live in a multi-level building).

What are the estimated delivery times?

  • Melbourne; Sydney - Within 5 business days.
  • Greater Victoria; Greater NSW - Within 5 business days.
  • Canberra; Adelaide - Within 5 business days.
  • Brisbane - Within 6 business days.
  • Perth; Fremantle; Hobart; Launceston - Within 10 business days.
  • If the delivery is outside these locations, please allow up to 14 business days.

What are the delivery costs?
Delivery is free to all areas we ship to.

Can the courier call me before delivery?
The couriers aren't able to call before delivery or to provide a delivery time. The courier will leave a card if you miss the delivery, you can then call the courier company and arrange a free re-delivery on a day that suits you.

What can I do if someone can’t stay at home the whole day?
If it is safe to do so, you can provide authority for the courier to leave your items in a secure and dry area like around the back of your house, on a veranda or in a garage. If you wish to add these instructions to your delivery please email [email protected] with your order number and instructions within 24 hours of purchase.

Alternatively, delivery can be made to a neighbour, family member or work address. You can also collect your items from the courier’s local depot.

PACKAGING

Mattress in a box
Our mattresses are packaged using vacuum compression technology. This technology compresses the mattress to about one fifth of its thickness. As our mattresses are all made using individual pocket springs, the mattresses are then able to be rolled up without compromising quality. Once opened the mattress will return to its original size and shape within 72 hours of unpacking.

Does vacuum compression affect the mattress quality?
Absolutely not. All mattresses in our product photos were once vacuum sealed. We stand by our products and provide a 10 year warranty and money back guarantee so that you can shop risk free.

15 YEAR WARRANTY

We provide a 15 year warranty for our mattress.

The warranty covers excessive body imprints only. In the general course of use, if you find the body imprint you have left on the mattress is larger than 35mm deep then we will assess it as a warranty case.

The warranty is void in the case of incorrect bed base use. Please see section about ‘what bases will void the warranty’ below.

The warranty does not cover:

  • Normal body impression. A mattress has a break in period where it will conform to your body's natural contours and weight. Essentially individualising itself to you. Up to and including 35mm is perfectly normal and is not covered under the warranty
  • Changes in firmness preference. If over the course of use you find you are not sleeping well due to a firmness or feel issue, this is not covered under the warranty
  • General wear and tear
  • Damage arising from shifting or moving the mattress. E.g. if you tear or rip any of the seams while rotating the mattress, changing the sheets or moving it in general.
  • Damage arising from abnormal use, or abuse
  • Odour (some of the materials used have a natural odour)
  • Sheet fit
  • Soiled mattresses
  • Minor manufacturing anomalies e.g. a small tear that can be fixed with minor hand sewing
  • Use for commercial, rental or other business purpose (including but not limited to hotel use, Airbnb etc.). In such cases the warranty period is 12 months.

Please note that Bloody Good Mattresses reserves the right to fix or replace your product. If the product has been discontinued we reserve the right to offer you a refund or similar replacement.

See full terms and conditions here

Bed bases that will void your mattress warranty
The mattress must be used on a suitable bed base for the warranty to apply.

What do I do if I have a problem?
For all warranty related enquiries please call us on 1800 560 750 or email [email protected] and we'll be happy to assess the situation and give you further instructions on how to proceed.

Mattress
Will the mattress form indentations or impressions?
Bloody Good Mattresses include comfort layers of memory foam, latex and high density foam. Due to the nature of these materials you may find that body indentations will naturally occur. If you are finding that these indentations feel deeper than they should please refer to our warranty for guidance.

HOW DO I CARE FOR MY BLOODY GOOD MATTRESS?

Cleaning
Our cashmere topper can be spot cleaned (with warm soapy water, remembering to dry it out completely afterwards).

Mattress Rotation
Whilst we all have our favourite sleeping position (and side of the bed.), rotating your mattress is important. We recommend rotating your mattress once a month for the first 4-6 months, and then just a few times a year from then on.

BED BASES

What base can I use with the Bloody Good Mattress?
Our mattresses are designed to work on any firm flat surface.

Sprung bases, adjustable bed bases as well as any base that does not adequately support the mattress will void the Bloody Good Mattresses warranty.