Frequently Asked Questions
Find answers to some of CozyCloud's FAQs by customers below.
Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the CozyCloud family!
Once you have placed an order, our team will carefully package your items and ship them within 24-48 hours.
Your products will be sent via our postal service, and then they should be safely in your patiently waiting hands within (4-8 Business Days)**.
As soon as your order is sent you will receive a shipping confirmation email from us.
Although we require a signature on delivery, this is at the discretion of the delivery driver and they may leave your package in a safe place, or take it to your nearest post office if you are not home.
*Please note: We send via signature required post to ensure safe delivery - if you opt for 'Authority To Leave' yourself, we are not responsible for the package in the rare case it is missing or stolen.
**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there's no date next to the product name, you're in luck - it's ready to ship!
How much do I pay for shipping?
All orders include FREE and fast delivery Australia-wide, no matter how many products you order.
When will my order arrive?
Once your order is picked and packed, the magical journey from CozyCloud HQ to your front door begins.
All orders (no matter how many products you purchase) include FREE and fast delivery Australia-wide. You can expect your order to arrive within (4-8 Business Days) from the date of dispatch.
*Please note: Although our postal service quotes us these expected delivery times, sometimes life happens and they aren't able to deliver within this timeframe. When this is the case, your tracking number may show a 'delayed' delivery date.
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit? Although our postal service quotes us 4-8 business days for standard delivery, sometimes life happens and they aren't able to deliver within this timeframe. When this is the case, your tracking number may show a 'delayed' delivery date.
If your order isn't delivered within 8 days, please contact us and we can launch an investigation with the postal service.
*Please note: For any queries or issues related to your delivery, we recommend you first reach out to the postal service directly (details are in your shipping confirmation email). While we understand delays are frustrating, we are required to work within the postal service's processes. Once you have contacted them directly, let us know and we can contact them on your behalf to try and resolve any issues ASAP.
Can I change my shipping address?
Oops, is your order not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.
*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!
Do you ship internationally?
At this time, we only deliver our products to customers in Australia.
Product Questions
What makes CozyCloud bedding different from regular bedding?
Our topper adds 10cm of soft, quilted cloud to the bed you already have, with a deep fitted skirt that wraps right around your mattress so it stays in place. It's an easy way to make a too-firm or tired mattress feel soft and inviting again, without the cost of a new one. And with our 100-night trial, you can sleep on it and see for yourself.
Is the neck support pillow suitable for side sleepers?
Absolutely. Our pillow is ergonomically designed to support proper spinal alignment whether you sleep on your side or back. It cradles the neck and shoulders to relieve tension and help reduce pain from poor sleep posture.
Do you offer wholesale or bulk purchase discounts?
Our products are only sold on our online store, so we do not offer wholesale discounts for reselling. If you are looking to make a bulk personal purchase, please contact us here for more information!
*Please note: This is subject to stock availability.
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any CozyCloud product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
Are you stocked in any stores anywhere?
Nope, it’s just us! Our CozyCloud products are only available on our online store here in Australia. Unfortunately, we don't currently offer international shipping.
Returns & Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 100-night risk free trial of our products, during which you can return them at any time.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Contact us to start your return within 100 nights of receiving your order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be clean and in good condition. Your topper doesn't need to be unused or in its original box, as we know you need to sleep on it to know if it's right for you.
You may be asked to provide a photo of your item before sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing. Return shipping for change-of-mind returns is the responsibility of the customer. After receiving the returned order, we will process a full refund of the original order cost.
How long do I have to return the products?
We know the drill – you’ve been needing to return it, but life gets in the way. You have 100 nights from when you receive your order to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided you contact us within 100 nights of receiving it.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. Items must be clean and in good condition. Your topper doesn't need to be in its original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.
Payment
How secure is your payment?
All jokes aside - your privacy and security is our highest priority. We use Shopify & PayPal Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express/Paypal) as well as debit cards that can be used for online transactions. If you're a bit more tech-savvy, we offer Google Pay and Apple Pay too! You can also pay in 4 interest-free payments with Afterpay.
Do you have payment plan options?
Yes! We offer Afterpay, so you can split your order into 4 interest-free payments. Simply choose Afterpay at checkout.
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hello@cozycloudco.com.au. This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your CozyCloud stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our head office is on the Gold Coast, QLD. Orders are usually dispatched the same day, and always within 48 hours. Delivery Australia-wide takes 4–8 business days, depending on where you're located.
*Please note: Our head office isn't a retail store, so we're unable to offer pickups.
