Help and FAQs | Bedshed
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Customer Service

Help & FAQs

General FAQs

General FAQs

Do I have to order online? Can I order over the phone?

Your nearest store would be happy to accept your order over the phone. You can find your nearest store here.

I have a specific product query, who can I speak to?

Our Bedshed in-store team are the go-to people for product information. Reach out to your nearest store to pose your questions.

Does Bedshed offer Interest Free Finance?

We do! Bedshed is committed to helping make your purchases as easy as possible, with flexible finance options. Click here to learn more about Interest Free Finance.

Placing an Order Online

Placing an Order Online

Are all products on the website available for purchase?

Yes, however availability may vary between stores. Upon putting in your postcode you will be shown stores with stock near your location.

Certain products, such as the Mix & Match Infinity range are only available for in store purchase.

How do I make a change to my order once it has been placed?

Once your order has been placed all queries must be made directly with the store listed on your order confirmation.

Who do I contact if I have a question regarding purchasing online?

If you have a question about an order you've placed online, please contact the store listed on your order confirmation.

If you have a question regarding the use of our website, please contact us via our Contact Form.

Are my details secure?

All payments are securely processed over HTTPS and your card information never touches our servers. All payment processing is done by Commonwealth Bank of Australia Simplify Commerce Portal. All details are sent over SSL, which is a 2048-bit RSA-encrypted channel.

What forms of payment do you accept for online orders?

We accept the following forms of payment:

  • Major Credit and Debit Cards: Visa, Mastercard, American Express

Shop with confidence through our preferred, buy now pay later, and interest-free finance providers, which are listed below. These are available across our website and network of stores. However, certain stores may have additional options available – so if you’re looking for a certain provider not listed below, reach out to your nearest store to query.

Assembly Service

Assembly Service

Will you assemble my new furniture for me?

If your purchase requires assembly, you will have the ability to add assembly service to your order at time of purchase. This fee is based upon the complexity of the product and time required to assemble. If you decide after you place your order that you'd like assembly service added, you can contact the store fulfilling your order to add this.

Collection

Collection

Can I pick up my online order from a store?

You can! If you select 'Click & Collect' at checkout the selected store will contact you within 24 hours to arrange a time to collect your goods. Please note collection times may vary as certain items may need to be sourced from external warehouses.

Upon collection you must provide:

  • A valid photo ID (passport, drivers license) matching the authorised person's details as listed on this email.
  • This order confirmation email either on your mobile phone or printed out.
  • The credit card you used to pay for the order.
Standard Delivery

Standard Delivery

How much does delivery cost?

When you purchase direct from a store delivery fee is dependent on that store’s delivery conditions.

When you purchase online, delivery costs are dependent on the type of items you purchase, as well as the delivery distance.

Large Items*
(Mattresses, Bed Frames, Furniture)
Small Items**
(Pillows & Mattress Protectors)
Up to 20km away $99 $15
21km to 50km away $120
51km to 75km away $145
Further than 75km away The store will contact you to confirm location and delivery fee

* If you purchase multiple Large items, or a combination of Large and Small items, you will only be charged the Large Item Delivery Fee once. Excludes locations that cannot be reached solely by road.

** If you purchase multiple Small items, you will only be charged the Small Item Delivery Fee once.

For further delivery terms and conditions click here.

What are your delivery days?

We deliver most days of the week, however delivery days will vary by store and delivery timing will depend on the availability of the items purchased. Once you place your order a staff member will be in contact to discuss delivery with you.

Do you deliver to my area?

We deliver to most locations across Australia. If you are located 75km or less away from the store of your choice, you will be advised of delivery timeframes and fees at checkout. If you are further than 75km away from our stores, your order will be processed as an online quote and the store will directly be in contact with you to confirm the exact location and to finalise the order by taking full payment inclusive of the quoted delivery fees.

How long will my order take to arrive?

Delivery times are subject to the stock availability of the product you wish to purchase. As you add items to your cart the estimated stock availability and delivery timeframes of those items will be displayed from your three nearest stores at the checkout, or this information can also be viewed on the product page by clicking the ‘check stock availability’ icon.

An express delivery banner icon will also appear below selective product images to stipulate exclusive products that are available for Express next-day delivery – alternatively, you can view our range of selected products available for next-day delivery here.

Please be mindful that occasionally delivery timeframes may vary depending on unexpected external factors, such as freight delays, although the store will communicate this information to you at their earliest convenience.

Can I have my order delivered to a PO Box?

Unfortunately we do not deliver to PO Boxes. Delivery address must be a physical location.

How will my order be delivered?

If you purchase only smaller linen items and accessories your order will be delivered via Australia Post. If you purchase bulky furniture items your entire order will be delivered via truck. We do not split delivery, so if you purchase pillows etc as well as furniture, all items will be delivered at the same time via truck.

Is mattress removal available?

At Bedshed, we acknowledge the importance of sustainability and the impacts it has on our environment. The removal of your old mattress is subject to each store’s discretion and may incur an additional fee. Alternatively, we highly recommend using Soft Landing’s mattress recycling services in Australia to dispose of your old mattress, if the store delivering your new mattress does not have this service available. Soft Landing offers a collection and pickup service across WA, NSW, ACT & VIC whilst they will be servicing additional areas in the near future. Please visit Soft Landing - click here for more information.

Does someone need to be home to take receipt of my large item delivery?

Yes. A person over the age of 18 years is required to receive the items delivered by our team. Ideally the individual name on the order will be available to receive the delivery, particularly if you've paid by credit card.

Where this is not possible the person receiving the order may need to:

  • Provide proof of identity, as well as the credit card used for payment.
  • Provide proof of consent to receive the order.

If we deliver your items at the agreed day and time and a suitable person is not available to receive the items, we will be unable to deliver the order and we'll endeavour to contact you to arrange re-delivery. Please note that an additional delivery fee for the replacement delivery may apply.

Do you remove and dispose of the mattress packaging upon delivery?

Removal of the packaging is included in delivery if you would like your mattress unbagged at that time.

Do you remove and dispose of furniture packaging upon delivery?

Yes, if you have purchased assembly service we will unbox your furniture and remove the packaging for you. If you have not purchased assembly service we will deliver the boxes to the room of your choice.

What if I need help getting my mattress or furniture delivered to a bedroom on the second level?

During the checkout process, we will ask numerous questions that will determine the complexity of the location to which your purchase needs to be delivered to. For all standard deliveries, no additional fees for upstairs delivery are required, although for express deliveries the courier will only deliver to your door. Please ensure that the pathway to the delivery area is clear, and that the products you have ordered fit through stairs, gaps, and doorways!

What do I need to do prior to my order being delivered?

Please ensure that we will have unobstructed access to your property, and that any fragile objects are moved out of the way of the delivery area. If assembly is required, please ensure that our team have enough space to work in.

Will you assemble my new furniture for me?

If your purchase requires assembly, you will have the ability to add assembly service to your order at time of purchase. This fee is based upon the complexity of the product and time required to assemble. If you decide after you place your order that you'd like assembly service added, you can contact the store fulfilling your order to add this.

Refunds & Exchanges

Refunds & Exchanges

What if I need to cancel my order?

If you need to cancel your order prior to delivery, you need to contact the store fulfilling your order to begin the process. Cancellations for change of mind will not be accepted, unless at the absolute discretion of the Bedshed store fulfilling the order. Stock is not always held on hand and once an order is placed with the manufacturer it is then made specifically for you. Changing or cancelling an order that has gone into production may carry a restocking fee at the store/manufacturer's discretion.

Can I change my order?

If you need to change your order after purchase but prior to delivery, you need to contact the store fulfilling your order as soon as possible to discuss. Stock is not always held on hand and once an order is placed with the manufacturer it is then made specifically for you. Changing or cancelling an order that has gone into production may carry a restocking fee at the store/manufacturer's discretion.

What if I want a refund on my order after it's delivered?

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be acceptable quality and the failure does not amount of a major failure. We do not refund for change of mind. However, if you have completed eligibility for our 60 Night Comfort Guarantee you may be able to swap your mattress - please see below.

The mattress I ordered is not right, what can I do?

If you purchased a mattress protector with your mattress you may be eligible for our 60 Night Comfort Guarantee. Please click here to review terms and conditions before contacting the store of purchase.

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*In selected stores only, not available online