FAQ

Frequently Asked Questions (FAQ)

Order & Delivery

  • Question: When can I expect to receive my order?

    Answer:

    Our standard delivery time is between 6 to 9 business days. Products are shipped directly from our suppliers to you, allowing us to minimize costs and pass the savings on to you. This business model helps us offer competitive prices while covering all shipping costs.

  • Question: The estimated delivery time has passed. Where is my order?

    Answer:

    In the vast majority of cases (99%), orders are delivered on time. However, in rare instances, delays may occur due to factors beyond our control. You can track your order using the following link: Track Your Order Here.

    If your order has not arrived three days after the expected delivery date, please contact us for assistance.

  • Question: Some items are missing from my order. Why?

    Answer:

    As we source products from multiple suppliers, some items in your order may be shipped separately. Missing items typically arrive within 2 to 3 days. If you have any concerns, feel free to reach out to our customer support team. We apologize for any inconvenience this may cause

  • Question: What are the shipping costs?

    Answer:

    We offer free shipping on all orders. There are no additional shipping costs for you to pay.

Exchanges & Returns

  • Question: I am not satisfied with my order. Can I return it?

    Answer:

    Yes! We offer a 30-day return policy. You can return any order within 30 days of receipt without needing to provide a reason. Please ensure the product is in its original condition, with all tags and packaging intact.

  • Question: How do I return an item?

    Answer:

    To return an item, please follow these steps:

    Contact our customer support team to initiate the return process.

    Return the item in its original, unused condition with all packaging and tags intact.

    Include a tracking code (Track & Trace) with the return shipment. The return shipping cost is your responsibility.

    Once we receive the returned item, we will process your refund within 10 business days.

    >> Click here to contact customer support to initiate your return.

  • Question: Where can I find my tracking code (Track & Trace)?

    Answer:

    You can find your tracking code by logging into your account or by visiting the Track Order Page. Enter your order number and email address to retrieve your tracking information.

  • Question: My tracking code (Track & Trace) is not showing any information. Why?

    Answer:

    Tracking information becomes available once your parcel is processed by the carrier. Please note that there might be a slight delay before the tracking details are updated.

  • Contact Information

    • Email: info@aussieslumber.com
    • Phone: +31 6 19317584
    • Store Name: Aussie Slumber
    • Trade Name: Bancas
    • Business Registration Number: 91538327
    • Address: Zinkstraat 24, 4823 AD Breda, Netherlands

    Business Hours

    • Monday - Friday: 8:00 AM – 7:00 PM (AEST/AEDT)
    • Saturday & Sunday: Closed

    Response Time

    We aim to respond to all inquiries within 1-2 business days.