Shipping

    Zenna offers highly competitive delivery cost of beds and mattresses Australia-wide.

    ADDITIONAL DELIVERY COST

    Please note, our delivery quotes are for delivery to your front door only. If you require additional delivery assistance (e.g. flights of stairs) please specify in the order instructions/comment box at checkout and a consultant will contact you to finalise any additional payment.

    4 WORKING DAYS DELIVERY (CAPITAL CITIES)

    Zenna is able to deliver most mattresses and base orders within approximately 4 working days of your payment (depending on stock availability). Delivery to regional areas may take longer.

    4 WORKING DAYS DELIVERY (REGIONAL AREAS)

    Delivery to regional areas may take 5 days depending on your location.

    WHAT WILL HAPPEN ON THE DAY OF DELIVERY?

    The appointment is typically a 4 hour window period Monday to Friday.

    If requested we can call you on the day of delivery to give you a 4 hour delivery window. Every effort is made to ensure that the product is delivered on time. You will need someone at the delivery address who will be able to take charge of the item ordered. If you are out when the delivery arrives, we will leave a card with a phone number for you to re-arrange delivery directly. Please be aware that if you are not at the point of delivery at the time the items are delivered as agreed with the courier (mattresses and bases) you will be charged a freight fee for the redelivery of your items, irrespective of the initial freight fee charged.

    If you are unable to receive the item in person, you may elect to provide Authority To Leave (ATL). If you provide ATL, your order will be left unattended at the destination address you have specified.

    Because we can’t control what happens to your order if it’s left unattended, we are not liable for any loss, damage, or theft that may occur as a consequence of your ATL, and your order will not be replaced under any circumstances.

    Returns & Refunds

    WHAT IS YOUR RETURNS AND REFUNDS POLICY?

    We hope you will be happy with your purchase but if it is found to be unsuitable, you may refund your purchase subject to our discretion.

    All returned items must be in original undamaged condition

    If you have purchased a mattress from Zenna the 100 day comfort guarantee applies. All delivery and incidental charges to return the item or deliver the new item are the customer’s responsibility and Zenna delivery fees will not be refunded.

    CAN I CHANGE MY ORDER?

    If you find that for any reason you need to change an item in your order, please call us on 02 9437 6172 . Once an order has already been processed and dispatched from our warehouse we, unfortunately, cannot cancel or vary it. You will then need to follow our Returns and Refunds procedures.

    HOW DO I RETURN MY ORDER?

    To confirm that your purchase actually qualifies for return, please contact us on 02 9437 6172 or email us at hello@zennalatexmattress.com.au If we are satisfied with your claim, and once the item is back at our warehouse, we will arrange for delivery of the replacement item. All delivery and incidental charges to return the item or deliver the new item are the customer’s responsibility and Zenna delivery fees will not be refunded.

    WHAT IS THE 100 DAY COMFORT GUARANTEE?

    When you purchase a mattress from Zenna you’ll have 100 nights to make sure that you’re 100% comfortable. We recommend that you allow a minimum of 14 days for your body to adjust to your new mattress to suit your personal individual preference.

    100 DAY TRIAL TERMS AND CONDITIONS

    In order to adequately assess if the bed is suitable to your personal requirements, we require you to sleep on the bed for a 14 day period. You must contact us on 02 9437 6172 or email us at hello@zennalatexmattress.com.au within the 100 day period. Please include your name, original order number and the item you are returning.

    • We will arrange for your bed to be collected.
    • You are responsible for delivery charges for the return of the initial purchase back to the Zenna warehouse ($150 delivery fee).
    • All returned items must be in original condition.
    • 100 day trial is void if product is altered, broken, damaged, soiled or stained.
    • The 100 day Guarantee does not apply to mattress size changes.
    • The 100 day Guarantee period begins the day you receive your mattress.
    • All returns and refunds are subject to Zenna approval.
    MANUFACTURER’S WARRANTY

    Every Zenna mattress comes with a minimum 10 year manufacturer’s warranty. Full warranty details are available with your product on the product page or simply call us on 02 9437 6172 to discuss your warranty options.

    WHAT HAPPENS IF MY GOODS ARE DAMAGED ON DELIVERY?

    At Zenna, we take great pride in the quality of our mattresses and bedding products.

    Due to the distances that many items are couriered, damages may be incurred from time to time. Every item is carefully inspected before leaving our warehouse. We encourage you to do the same upon receipt of your purchase.

    In the unlikely event that an item is found to be damaged or defective on receipt, please contact us on 02 9437 6172 within 24 hours. We will replace any item that is found to be defective at the time of delivery. Alternatively, we will refund the total cost of your order, including delivery and return charges after inspection of the damaged or defective item.

    All damages to the items MUST be notified in writing with accompanying photos of the damages, within 7 days of delivery, to hello@zennalatexmattress.com.au. A customer service agent will manage the replacement of this item as soon as is logistically possible.

    COMPLAINTS

    If you are not satisfied with the level of service you receive, please let us know by contacting us on 02 9437 6172 or emailing us at hello@zennalatexmattress.com.au

    Your complaint will be acknowledged and will be dealt with fairly, confidentially and effectively. You will be kept fully informed of all progress made.