Postage and Delivery
Standard Postage
All items suitable for standard postage (such as bed linen, towels, garments, cut fabric and miscellaneous) will incur a flat rate Australia Post charge of $20.00 anywhere in Australia. For standard postage on orders of $200.00 or more, postage will be free of charge.
Heavy and Bulky Freight
Large, heavy and bulky items (such as bed bases, cots, futons, mattresses, furniture and fabric rolls) will incur a separate charge based on the weight and measurements of the package and delivery destination.
This freight charge is not automatically included in your online order. We recommend you Request a Quote for shipping prior to finalising your purchase, or place your order and we will contact you to confirm quote prices.
A cancellation fee of 8% of the order total will apply if we process your payment and you decide not to accept the quoted freight.
Transport/delivery persons, are independent operators, and Organature does not accept responsibility for these independent operators.
Heavy and Bulky Collection In-store
Mattresses and furniture are not held in stock in our Newhaven retail shop. In Store collection from our retail store can be arranged by appointment. This will still incur a $70 fee for transport from our craftsman and/or mattress factory to our shop in Newhaven.
Combined Freight
Items from different postage and delivery categories cannot be combined for a single freight charge. In some circumstances, combined delivery around Melbourne may be possible. Please check with our customer service team before placing your order to confirm if this may be possible.
Delivery Locations
Standard Postage is available to all addresses and PO Boxes within Australia that Australia Post services.
For Heavy and Bulky Freight, a street address is required.
Some remote locations cannot be serviced; however our carrier may be able to deliver to a local depot where you can collect your products.
We do not offer Standard Postage or Freight to countries other than Australia. There may be some circumstances in which this can be arranged. Please contact our customer service team to enquire.
Delivery Times
Standard Postage
Orders paid for before 1.00pm on a weekday will generally be posted within 24 hours. Please allow normal Australia Post delivery times (up to 10 working days in some cases).
Where the product is out of stock and on back-order, there will be approximately one to two weeks delay. If longer, you will be advised of the estimated delay time. Cheque payments are welcome, however, may incur slight delays as we wait for them to be cleared by our bank.
Heavy and Bulky Freight
Bed bases, cots, furniture, futons and innerspring mattresses and other heavy or bulky items will be delivered via freight company and delivery times will vary. You will be provided with a estimated timeframe for delivery when you Request a Quote, or by our customer service team when you place your order.
Items made to order and fabric meterage require additional manufacturing and processing time. You will be advised of an estimated timeframe when you place your order.
Acceptance Of Delivery
Deliveries must be signed for upon request. Anyone at the delivery address receiving the products shall be presumed to be authorized to do so.
DO NOT sign as “received in good condition” unless immediately clear that it IS in good condition. The signed receipt of goods delivered in poor condition shall be the responsibility of the receiver. We advise that you sign “pending final inspection”.
For freighted deliveries, the freight company should communicate with you a suitable time for delivery. In the instance someone is not able to sign for your freighted delivery, the receiver will need to communicate with the freight company to arrange for re-delivery. Re-delivery charges will be at the customer’s expense.
*Please note that the courier CANNOT take away your old mattress.
Delivery Problems
If your delivery has not arrived in the expected or reasonable timeframe, please contact us and we will follow up on the status of the delivery. Note that Organature cannot be held liable for delays in postage or freight deliveries.
Discount Codes, Coupons and Gift Vouchers
Discount codes, coupons or gift vouchers are not valid for use in conjunction with any other offer.
Gift vouchers expire 24 months from the date of issue and are valid for purchases from the online store.
The Nature Of Natural Products
Please be aware that our products are handcrafted and individual, not machine line “perfect”. Organic Cotton Fabrics and Australian Hardwood Furniture sometimes have natural slubs, characteristics and knots which are part of their uniqueness and beauty.
Timber varies, not just from from tree to tree, also within the tree depending where it is cut from and age of the tree, therefore the finish is unique to each piece of timber.
The GOTS Certified Organic Cotton we use in our products may retain some of the earthy smell from its natural state on the plant. We do not use any of the toxic chemicals used to cover up these natural smells. This natural aroma will dissipate over time, and fresh airing and sunshine will also help.
Returns Policy
Please choose your product with care.
Under the Health Act, mattresses, pillows, underlays, quilts and bed toppers and mattress and pillow protectors are non-refundable unless faulty.
Change of Mind Return Policy
Due to the strict controls required for our organic products, and the chance of chemical contamination, we do not accept returns on the basis of a change of mind, that you do not like it or it was not what you expected.
Return Requests
Please inspect your order carefully upon receipt. Requests for returns must be made within seven days. Returns of faulty or damaged products are subject to inspection and acceptance of liability, in accordance with ACCC rules and regulations.
Refunds, if approved, will be made in the same currency as the order payment was made.
All items must be in original, new condition. Goods which have been washed will not be accepted for return so please inspect carefully before washing.
To request a return, fill out the product return form email us with full name, address, phone number, invoice number, and a brief explanation of the perceived damage or fault.
For approved returns, you will be given a returns number which must be displayed on the outside of the parcel. Any returns that have not been approved will not be accepted.
Approved returns will incur a restocking fee of $7.95 (for items under $100) or $14.95 (for items over $100).