There are certain circumstances where returns may not be possible. Please read the information below to find out more.

We do not offer refunds if you have picked the wrong density or product. 

We do not refund if you have purchased an item that was the wrong size. 

We do not offer refunds on items removed from the hygiene seal.


Damaged on arrival or wrong products were sent

We're sorry if the incorrect item was sent or arrived damaged. We have a 14-day time frame for reporting this type of issue, however please contact us immediately on the day you receive it. We can't take up any issues with our couriers once past the 14-day period.

We require proof of damage or incorrect product, therefore please take a photo and email us at Please do not remove from the sealed plastic bag or return will not be accepted.

We may require the order to be returned via the free returns label provided. Once received, we can then process a refund or replacement.

Please note: If you return at your own cost, this will not be refunded as we offer free returns for orders under these circumstances.


Faulty products

In the unlikely event of a product developing a fault, please contact us immediately and send proof of the fault. If it's within warranty, we may require the product back to us to either fix or replace it. We're sorry, but if your order is over 30 days old, we are legally required to repair or replace before a refund can be offered.


Products that can't be cancelled or returned

You have the right to cancel your order for a full refund within 30 days, this doesn't apply to any of the following as these cannot be accepted once opened:

  1. Products which are made to specifications under commission
  2. Any products where the hygiene seal is broken/removed
  3. "Used" products that represent a hygiene risk

Please note: These are examples and includes various products not included in the above list.

Your next steps

1) Please click on the link below to request a return (you will need your order number to hand). This will take you through the returns process step by step. Once submitted, you will be contacted within 24 hours (excluding weekends) by our Customer Service Team. Please ensure you provide as much information as possible so we can deal with your request quickly.

Click here to start a return

2) Package the items securely in a bag or box. Don’t forget to include a printout or copy of your order details. Attach the returns label on the outer box, not on the product package.

3) You are responsible for any returned goods until they reach our warehouse. Please obtain proof of postage when returning any product to us. Receipts are available free of charge from the post office or by using a courier service. Once your return is received, it can take up to 14 working days to be processed. You will be contacted via our Customer Service Team to discuss the next steps.

Please note: If you opt for a refund, this can take a further 3-5 working days to be processed depending on who you bank with.

International returns

If you are based outside AU and require a refund, please return your damaged item to us within 30 days. Please note: as long as the package is posted within this time frame, receipt is not required until a later date. Please retain proof of postage/a receipt and we will reimburse you for this once the item has been inspected.

After we have received your return and inspected it, your refund will processed within 14 days and will subsequently show on your account within 3 to 5 working days (this may be longer depending on your bank). We will, however, endeavour to ensure you are credited as quickly as possible.