FAQS
What is your return process?
It is a simple process. All you need to do is email your concern(s) and the details of your mattress at xxxxxxx@mattressonline.com. If it is under a trial, we will arrange for its donation and once that is confirmed, we will issue a complete refund.
Do you ship everywhere in North Island?
Yes we ship everywhere in North Island. Delivery is fast and free!
Which payment methods do you accept?
We have multiple payment options for your convenience. You can buy it with your credit or debit card, or choose a finance option:- Gem Visa
- Finance Now
- Genoa pay
- Zip/Part Pay
- Lay Buy
Why are Kiwi Mattresses so much cheaper than other mattress retailers?
The simple reason behind us being cheaper is that we have taken out the additional overhead per item. There are no warehouse stores, no salesmen commissions and no expenses on salaries for salespeople. We also do not have flashy and expensive showrooms. Moreover, we are selling products made in New Zealand, so there is no need for large overheads like shipping and excise. *To support our economy, we have slashed our prices up to 70%. We’ve got this, NZ!
What is the delivery time frame?
Our delivery time frame is short, especially in comparison to others. We usually dispatch our items on the same day, and sometimes the next day. Delivery happens within 4-5 business days. Please note that we dispatch items only on business days (Monday – Friday).
What are the differences between foam and spring mattresses?
Spring Mattresses came into existence before foam mattresses, and are often seen as a more traditional form of the mattress. The springs are made of metal coils and attached to the other material(s) of the mattress, which helps it give the ‘bounce back’ feeling. At first, old fashioned innerspring mattresses came into existence, later followed by a pocket spring mattresses. These pocket spring mattresses were technologically enhanced to support people’s backs and reduce partner disturbances. Old school innerspring mattresses generally support the body by pushing back with the same pressure that the bodyweight applies. However, the drawback of this feature is that it can cause discomfort to some sleepers as it pushes back on the heavier parts of the body such as the chest, hips, and head.
Do you have any pillow which will help reduce neck or back pain?
Our gel pillows relieve excess pressure to soothe and relax the head and neck muscles. It provides support to the spine which helps improve the alignment of head, shoulders neck, and back, which in the long term, improves your posture and reduces neck or back pain.
Is the mattress cover washable?
The mattress covers are not washable, so most customers choose to buy a mattress protector which is waterproof and washable. We suggest washing it with room temperature water.
What if I miss my delivery?
If you miss your delivery, you can reschedule it by calling our customer care at 0800.... or by sending an email to xxxxxxx.@mattressonline.com.
How much weight can a normal Queen Sleep Set carry?
A Queen Sleep Set can support two adults, with a maximum weight of 200-220 kgs.
Can I decide my delivery date?
Yes! You can schedule your delivery date by getting in touch with us at xxxxxxx@mattressonline.com
I have back pain. What kind of mattress do you suggest?
Most of our customers with back problems use the spine supporter, but if you have severe medical concerns, we request you to consult a medical professional for further advice.
What’s the best mattress for a side sleeper?
A side sleeper should ensure that their body and back are in alignment to avoid back pain. It is better to buy a medium comfort mattress, which is neither too soft nor too hard.
Are all mattresses suitable for electric blankets?
Yes, electrical blankets are suitable for all our mattress. However, it is advisable to choose a latex mattress cover for memory foam mattresses as it is more resilient.
What is the thickness of the slats?
The thickness of the slat is approx. 30 mm. Note: We charge an extra $100 to strengthen the base. The supplier will add extra slats and make the overall frame more robust.
What is the benefit of having a top silk fabric if we have to use a mattress protector on it?
What is the thickness of the mattresses?
The mattress thickness can vary from mattress to mattress, however the average depth is between 25- 30 cm.
Can I avail the 100 Nights Comfort Guarantee for customized beds like Long Single, Long Double, and California King?
Yes, the 100 Nights Comfort Guarantee is available on customized beds.
What is 7 Zone comfort?
The 7 Zone mattress is designed to provide unparalleled support for your entire body, with soft support for your shoulders and firm support for your hips and lower back providing a healthier sleep.
How does the 100-night trial work?
It’s not often that you can try something 100 times before you buy it! But we know that choosing a new mattress is an expensive decision, so we offer a free 100-night sleep trial in the comfort of your own home. If you’re not completely satisfied with your mattress within 100 nights, you can simply return it for a full refund. You may also exchange it for another size or model and pay the difference in price. It can take up to four weeks for your body to adjust to a new mattress. For this reason, you must have slept on your mattress for a minimum of 30 nights before becoming eligible for a refund or exchange.
How do I return my mattress?
It’s super easy! You can either drop it off at your nearest store, or simply request a pickup. Contact us at help@mattressonline.com with your preferred option and proof of purchase, and we’ll let you know what to do from there. Please note: Not all the mattresses are eligible for return. The 100-night trial and return policy extends to the original purchaser only. Mattresses bought used or second hand are exempt from the trial and return policy. Mattresses that have been abused, soiled, damaged, or have bed bugs will not be eligible for a return either.
What happens to my returned mattress?
We take good care of your pre-loved mattress as it will go to a good home. We are in partnership with the Salvation Army that enables us to help people in need.
When will the money be refunded into my account?
Refunds are approved as soon as the return process has been completed. Please note that it can take 3-5 business days for the bank to process your refund.