Returns & Exchanges
We love to sort out returns, exchanges and resolve any quality issues ASAP!! Your absolute customer satisfaction is our goal. How can we help?
365 day returns!
We understand life with babies and children is busy, and sometimes you just don't get around to returning something quickly. Or you might find something tucked away that you never actually used!!
You're most welcome to return an item for refund within 90 days from purchase.
Alternatively items can be returned up to a year from purchase and receive a store credit or exchange.
Returned items must be unwashed, unused and unworn items, in perfect condition including the packaging. Please ensure you carefully package items so they are received back in perfect, saleable condition.
Please note you will receive a store credit for sale items which have since been discontinued from our range.
Shipping is not refundable on returns.
Sorry we can't accept change of mind returns where the item has been used.
Please note we do not accept refunds on change of mind electrical items. We will give a store credit for electrical items purchased within 30 days.
Please note any bath or health products are not able to be returned.
Please note the customs limit for New Zealand is NZ$400. Please see below if you are returning an item with a value over NZ$400, as fees apply to returns in this situation.
Returning discontinued or sale items.
Sale or discontinued lines can still be returned for a store credit under our 365 day returns policy.
Faulty or damaged items:
Very occasionally a product may develop a manufacturers fault or arrive damaged. We will do everything we can to resolve this situation to your satisfaction, and often give you options to ensure you get the best outcome for you.
We will happily meet our obligations under the Consumer Guarantees Act if our products have been wrongly described, develop a fault or are not fit for the purpose described.
Please contact us with details of the fault including a photo if possible. Often this means we can send out your replacement before you return the faulty item, which means the problem is solved faster.
Please note our 365 day returns policy DOES NOT apply to electrical items.
Change of mind electrical items can be returned for a STORE CREDIT ONLY and must be returned within 30 days.
Before returning a battery operated item which you consider faulty, we require that you have tested your item with a brand new set of high quality batteries, such as energizer or duracell. The majority of 'faults' are due to the use or poor quality batteries, such as using a mix of old and new batteries, using rechargeable batteries or cheap chain store or $2 shop batteries.
Returns over NZ$400 including liability for customs charges:
All packages with a declared value of NZ$400 or over are likely to be stopped by New Zealand customs. Please note that if you return something to The Sleep Store with a declared value over NZ$400, you are liable for ALL customs and clearance charged to release your return from customs. Please note New Zealand Post's minimum clearance charge is NZ$80 plus an applicable tax and duty charges.
The Sleep Store will deduct all customs charges including the $80 clearance charge from any returns which are stopped by New Zealand Customs. In addition you will be charged a $20 admin fee if you require us to arrange for the customs clearance of your package. While we will endeavour to assist you to customs clear returns sent to The Sleep Store, we do not take responsibilty for ensuring this occurs given you have chosen to export a package to New Zealand.
If you post a package back to The Sleep Store, it is your responsibility to ensure it gets to us and it is your responsibility to cover all costs associated with returning the package to us, including the minimum $80 customs charge, the $20 admin charge and any other related costs.
Sending an item back for exchange:
If you would like us to return for an exchange you will be responsible for the cost of shipping in both directions. However we are quite happy to cover the shipping cost from your loyalty points balance - just let us know on a note with your return.
Please include your details with your return! Preferably include your original packing slip.
Post back to our office: The Sleep Store, 31 Portage Road, New Lynn, Auckland 0600, New Zealand.
Loyalty points and returns
If an item is returned, any loyalty points earned on that item at time of purchase will be debited from the purchaser's loyalty points account. If a person returns an item and their current points balance is less than the points earned on the item returned, then the points balance will be returned to zero, and the dollar value of the loyalty points shortfall will be deducted from the refund or credit given for the returned item.
Download & complete our returns form:
Once filled out email the form to us at firstname.lastname@example.org or print it out and send it enclosed with your returned item.
Please do not hesitate to contact us if you have any questions about your purchase, either by email or phone 1800-630-216.