FAQ's

Frequently Asked Questions

Mattresses and Bases

What bed sizes do you offer?

We offer a variety of bed sizes to suit different needs and spaces.

Our standard sizes include Single, King Single, Double, Queen, King, Super King and California King. 

For custom dimensions or bespoke requirements, contact us at info@aotearoasleepco.co.nz to discuss your needs.

What types of bed bases are available?

We provide two bed base options designed for style and functionality:

  • Primary Base: A sturdy, simple foundation for excellent mattress support, available with or without built-in drawers for storage.
  • Signature Base: A premium, minimalist design with strong support, also available with or without drawers for a stylish bedroom.

Visit our Bases Section for more details.

What kind of mattresses do you offer?

We offer four distinct mattress series, each with varying comfort levels:

  • Awhi, Aroha, Kaha: Available in Soft, Medium, and Firm options to match your support and comfort preferences.
  • Rangi: Available in Plush, Medium, and Extra Firm options, ideal for those seeking a softer or firmer feel.

Explore our Mattress Section for detailed information.

Which mattress firmness should I choose?

Our mattresses come in multiple firmness levels to suit different sleep styles:

  • Plush (Rangi only): Deeply cushioned, ideal for side sleepers needing pressure relief at hips and shoulders.
  • Soft: Gentle resistance with light contouring, suitable for a relaxed sleep surface.
  • Medium: Balanced support and softness, versatile for combination sleepers or shared beds.
  • Firm: Strong, even surface for back or stomach sleepers needing spinal alignment.
  • Extra Firm (Rangi only): Solid, minimal-give surface for maximum posture support.

Choose based on your sleep position, body type, and comfort preference. Side sleepers often prefer Plush or Soft, back/stomach sleepers favor Firm or Extra Firm, and Medium suits most.

How do I care for my mattress?

To ensure your mattress lasts, follow these care steps:

  • Rotate Regularly: Rotate every week for the first 4 weeks, then every 3 to 6 months for even wear.
  • Use a Mattress Protector: Protect against spills, stains, and allergens to keep it clean.
  • Ensure Proper Support: Use a suitable base, like a slatted or platform bed, to maintain shape and performance.

Failure to follow care instructions may affect warranty or trial eligibility.

Which mattress firmness should I choose, and what options are available?

At Aotearoa Sleep Co., we offer a range of firmness options to suit different sleep styles and comfort preferences.

  • Soft, Medium, and Firm firmness levels are available across our mattress collections.
  • Plush and Extra Firm options are exclusively available in our Rangi model.

When selecting firmness, consider your usual sleep position, body type, and personal comfort preferences. Side sleepers often prefer softer support, while back and stomach sleepers may benefit from a firmer surface for better alignment. Medium firmness is a versatile choice for most sleepers, especially those who shift positions during the night.

Plush: Plush mattresses provide a deeply cushioned surface that gently supports your body’s natural curves. This feel suits those who prefer a softer, weightless sensation under pressure points such as hips and shoulders. It is often preferred by people who sleep mostly on their side.

Soft: Soft mattresses offer gentle resistance and light contouring. They suit sleepers who want a relaxed surface that allows the body to settle without pressure. This firmness level works well for people who like a more yielding sleep surface without full sink-in softness.

Medium: Medium mattresses offer steady support with a touch of softness on the surface. They adapt well to varied sleep styles and are especially suitable for people who move between positions during the night. It is a practical middle ground for shared beds or uncertain preferences.

Firm: Firm mattresses provide a strong, even surface that keeps the spine aligned without much give. This is ideal for people who sleep on their back or stomach and prefer a grounded feel rather than a soft, shaping one. It supports body weight without dipping or sagging.

Extra Firm: Extra firm mattresses have the most solid feel available. They are designed for individuals who want a dense, no-nonsense sleep surface. This level delivers structure and resistance with very little surface softness. It suits those needing strong posture support throughout the night.

100-Night Trial

What is the 100-night trial?

Our 100-night trial allows you to test any New Zealand-made mattress at home to ensure it suits your comfort needs. The trial starts on the date your mattress is delivered or collected. You must sleep on it for at least 30 nights to adjust to its feel. If it is not right, you may return or exchange it once within 100 nights, subject to conditions. This trial does not apply to bed bases, accessories, or custom-made products.

When does the 100-night trial start?

The trial begins on the date your mattress is delivered to your address or collected by you. This ensures you have the full 100 nights to test its comfort at home, starting from when you receive it.

What conditions must my mattress meet for a trial return or exchange?

To qualify for a return or exchange under the 100-night trial, your mattress must:

  • Be used for at least 30 nights to adjust to its feel.
  • Be protected by a mattress protector at all times.
  • Be placed on a suitable base, like a slatted or platform bed.
  • Be clean, free of stains, undamaged, odor-free, and pet-free. For example, no spills, pet hair, cigarette odors, or fabric tears.
  • Be used by the original purchaser in a residential setting.
  • Be returned or exchanged within 100 nights from the trial start date.
  • We inspect the mattress upon receipt to confirm these conditions. Non-compliant mattresses are not accepted.

Can I return a mattress with stains, pet hair, or damage during the trial?

No, we do not accept returns or exchanges for mattresses that are stained, marked, damaged, odorous, or affected by pets. For example, mattresses with spills, pet hair, odors, or fabric tears are not eligible. You must keep the mattress clean, undamaged, and pet-free, using a mattress protector at all times, as stated in our 100 Night Sleep Trial policy.

How do I return or exchange a mattress during the 100-night trial?

To start a return or exchange:

  • Email us at info@aotearoasleepco.co.nz within 100 nights from delivery or collection, including your order number and photos showing the mattress is clean, free of stains, undamaged, odor-free, and pet-free.
  • We review your photos and inspect the mattress upon receipt to confirm it meets all conditions.
  • For returns, you ship the mattress back to us for a refund. For exchanges, you ship the original mattress back and receive a new one. You must pay all shipping costs for returns or exchanges.
  • We can arrange shipping, but you will be charged. Non-compliant mattresses, like those with pet hair or stains, are not accepted, and no refund or exchange is issued.
  • We guide you through each step and offer location-based options.

Who pays for shipping during the 100-night trial?

For comfort-based returns or exchanges under the 100-night trial, you pay all shipping costs, including returning the mattress to us and delivering a new mattress for exchanges. This includes packaging and disposal costs to keep prices fair. We can arrange shipping, but you will be charged. For manufacturing faults, we arrange and pay for all shipping, as outlined in our 100 Night Sleep Trial and Warranty policies.

Shipping and Delivery

How much does delivery cost?

Delivery costs depend on your location and order size. We show clear shipping fees at checkout before you complete your payment. For rural or remote areas, like farms or gated communities, additional fees may apply due to special access needs. We will contact you if extra fees are needed or you can email us at info@aotearoasleepco.co.nz with your address for a final shipping quote. Check our Shipping and Delivery policy for details.

How long does delivery take?

We prepare your order within 3 to 7 working days. After preparation, estimated delivery times are:

  • Cities and major towns: 3 to 15 business days.
  • Rural areas: 10 to 15 business days. Unexpected delays (e.g., weather, courier issues) may occur, and we will notify you promptly.

Check our Shipping and Delivery policy for details.

Can I track my order?

If your order is shipped via a courier with tracking, we provide a tracking number by email to follow your delivery progress on our website.

As a Kiwi-owned family business, we support local New Zealand couriers whenever possible, which may not offer tracking. For these deliveries, we notify you upon dispatch with an estimated delivery timeframe.

Contact us at info@aotearoasleepco.co.nz for updates.

Can I choose a specific delivery date?

We strive to accommodate preferred delivery dates but cannot guarantee a specific date due to logistics.

At checkout, add a preferred timeframe in the cart’s note section or email us at info@aotearoasleepco.co.nz. We will contact you to confirm a suitable date.

Rescheduling after confirmation may incur fees, per our Shipping and Delivery policy.

What happens if I miss a delivery?

If a delivery fails due to an incorrect address or no one being available, a redelivery fee may apply. Contact us at info@aotearoasleepco.co.nz in advance to reschedule and avoid fees. Ensure someone is present at the ground-floor entrance to accept the delivery, as outlined in our Shipping and Delivery policy.

Can I arrange my own pickup or delivery?

Yes, you may arrange your own pickup or delivery. Contact us at info@aotearoasleepco.co.nz before ordering to confirm pickup location, times, and packaging requirements.

For pickups, we notify you when your order is ready. If you arrange shipping, we are not responsible for damage or loss once handed over, per our Shipping and Delivery policy.

What should I do if my order arrives damaged?

Inspect your order upon delivery for visible damage. If damaged:

  • Take photos or videos immediately while the courier is present, and give us a call.
  • Do not sign the delivery receipt if damage is evident.
  • Contact us within 48 hours at info@aotearoasleepco.co.nz with photos, videos, and your order number. We will arrange and pay for shipping to resolve manufacturing faults or delivery damage, per our Exchanges and Returns policy.

Warranty

How do I return an item?

Our mattresses and bases come with a limited warranty starting from your purchase date:

  • Awhi Mattresses and Bed Bases: 5 years.
  • Other Mattresses: 10 years. The warranty covers manufacturing faults, such as:
  • Springs sticking out of the mattress.
  • Seams splitting due to faulty stitching.
  • Dents deeper than 50mm not caused by regular use.
  • Broken bed base slats failing to support the mattress.
  • Unstable bed frames creaking or wobbling due to manufacturing.

We verify faults with photos, videos, or inspection. See our Warranty policy for full details.

What is not covered by the warranty?

The warranty does not cover:

  • Normal wear, like dents under 50mm, slight softening, or light fraying.
  • Comfort preferences, such as wanting a firmer feel.
  • Damage from misuse, like jumping, folding, or using an improper base.
  • Stains, pet damage, or odors, like pet hair or cigarette smells.
  • Issues from not using a mattress protector or proper base.
  • Non-residential use, like hotels, without approval.
  • Claims without photos, videos, or proof of purchase are not covered.

Check our Warranty policy for exclusions.

How do I make a warranty claim?

To make a warranty claim:

  • Contact us at info@aotearoasleepco.co.nz within 14 days of noticing the issue.
  • Provide proof of purchase and clear photos or videos showing the fault, like split seams or dents over 50mm.
  • Allow access for inspections if requested. For covered faults, we repair, replace, or refund at our discretion and cover all shipping costs. Non-covered issues (e.g., misuse) require you to pay shipping. 

See our Warranty policy for details.

Do you offer gift cards?

Pricing and Payments

Why do you not offer sales or discounts?

We provide fair, consistent pricing year-round, reflecting the true value of our high-quality mattresses and bases. Instead of inflating prices for discounts, we focus on transparency and integrity, ensuring every customer gets the same value. Our 100-night trial offers confidence without needing promotions. Read our Pricing Philosophy for more.

What payment methods do you accept?

We accept major credit and debit cards, bank transfers, and other secure online payment methods. Payment options are displayed at checkout.

For WINZ quotes or special payment arrangements, contact us at info@aotearoasleepco.co.nz.

Do you offer WINZ quotes?

Yes, we provide WINZ (Work and Income New Zealand) quotes for eligible customers. Email us at info@aotearoasleepco.co.nz with your details, and we will prepare a quote for funding assistance.

For any further questions, please contact us at info@aotearoasleep.co.nz.