Delivery Policy

Dawn&Dusk use third party freight operators to deliver goods within Australia. Due to the bulky nature of items for sale on our website we do not ship outside of Australia at this time.

Unless specified, Dusk&Dawn do not charge delivery fees. Charges may be incurred for some deliveries, such as delivery outside metro areas. The customer or a representative must be present at the delivery address to accept delivery and a signature as acceptance of goods will be required.

We aim to dispatch all items within 2-3 days. Items are then shipped with Capital Logistics and in some cases other 3rd party freight companies where required.

Warranty

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

If you believe there is fault with your Dusk&Dawn mattress, we require an image of the mattress/base without any bedding linen, highlighting the alleged fault area. The image can be sent via Email, Postal or SMS. Upon receipt, please inspect your purchase and notify us of any faults or damage immediately. These must be reported within 24 hours of delivery. Faulty claims outside this time frame will be assessed under our warranty.

Once the request has been approved by our team, we will collect the mattress from you and provide you with a refund or with a replacement. Dusk&Dawn reserves the right to refuse service or pickup if the product is found to be in an unsanitary condition.

Mattress:

• 10 Year Warranty.

• Coils or wires that are loose or broken.

• Coils or wires that protrude or tear through any fabric.


Foundation (base):

• 1 year warranty.

• Splitting occurring in the wood frame.

• Loose or broken foundation wires.

• Compression of modules.

• Leg and/or castor failure.


This Warranty does not cover:

• Covers including stains, soiled or burns.

• Normal body impressions (less than 35mm)

• Border wires, which run along the perimeter of the mattress and foundation, bent due to moving or bending the mattress.

• Bedding sold as is.

• Bed height.

• Comfort preference, or any adjustments to comfort layers. (Refer to Comfort Guarantee)

• Heat issues.

• Damage due to abuse.

• New mattress material odour.

• Mattress damage due to inappropriate foundation. A mattress is designed for full performance when used in conjunction with a matching foundation as part of a total sleep set.

• Minor manufacturing anomalies that do not impact the performance of the bed.(eg, mis-stitching on quilting).

• The use of a soft, sagging or non-supportive base with excessive gaps between slats or narrow tubing, which in our reasonable opinion is not supportive, will void this warranty/guarantee (see base section).

• Soiled & Stained mattresses void warranty.

Body Impressions

The sleeping panel on your mattress is made up of a combination of foam and comfort fibres, and when the mattress is new you will notice that the panel is uniform in appearance. However, as the mattress wears, those layers will respond to your body and consequently, will reduce marginally in loft. This is completely normal and highlights that the layers are performing as they should. This marginal reduction in loft does not affect the performance, support or lifespan of the mattress.

100 Night Comfort Guarantee.

Our store is hosted by Big Commerce. They provide us with the online e-commerce platform that allows us to sell our products and services to you.

BigCommerce has sitewide SSL security, DDOS protection and is level PCI-1 compliant.


Shipping & Returns:

• Each customer is eligible for one Comfort Guarantee change per Item. The comfort change must be from the same range.

• Comfort Guarantee is free of charge. Fees apply if the mattress is outside of metro capital cities of Australia.

• Dusk&Dawn do not offer loan mattresses.


Mattress Care:

• For health and safety reasons, prior to the mattress being collected under the Comfort Guarantee program, the

customer must supply clear images of the mattress without any bed linen or mattress protector.

If the mattress is stained or soiled, the customer is ineligible for the Comfort Guarantee program. The use of a mattress protector is highly recommended.


Exclusions:

• Commercial orders

• More than one change. Comfort Guarantee is limited to one per order.

• Mattresses that are damaged, soiled or stained.

Refunds

We will accept a refund under the below circumstances only. Firstly:

• Customers must go through 1 Comfort change first as per our Comfort Guarantee policy above;

• If the customer is still not happy after a further 30 nights of sleeping on it, we will happily refund your money (Minus the shipping component costs).

Dusk&Dawn will return funds via the original payment method within 10 days of collection of the faulty product.

Cancelling or Changing Orders

Dusk&Dawn will dispatch your goods from our distribution centre with a time frame nominated on the product page. If you need to cancel your order, it must be done within 24 hours of purchase to receive an automatic refund.

If you need to cancel your order after 24 hours of purchase but prior to delivery, Dusk&Dawn will arrange for the item to be returned to our Distribution Centre and provide you with a refund, less a $100 handling fee.

If you would like to change your order prior delivery to a different model or size within the Dusk&Dawn range, please contact immediately, via phone 1800 387 563 or email support@duskanddawn.com.au. If delivery has taken place but the product is unopened, a swap over can take place with an additional $100 fee.

It is important that you measure doorways, lifts, staircases, hallways and the final space prior to ordering to ensure the new mattress (and base) will fit your spaces. If an item does not fit into spaces (hallways, lifts, staircases etc) in the nominated property and a redelivery is required, a $100 redelivery fee will be applicable.

Why Dusk&Dawn

Some helpful insights

“I should have bought this bed long ago. The Premiere mattress is a winner. Don't know why I held back on upgrading for so long. ”

MaddyDecember 26, 2020

“I bought the top of the range Signature mattress and I am out like a log every night. Now I actually look forward to sleeping. ”

Ben27 November 2020

“I bought a Signature Dusk&Dawn mattress for my parents as a surprise and they absolutely love it. They're getting up feeling much more rested. ”

Sophia5 December 2020

“I love my comfy Dusk&Dawn Essential mattress. So affordable, I'll be buying another one soon for my daughter. ”

Debbie11 December 2020

“I looked at other mattresses and then came across Dusk&Dawn through Google and I loved their 100 day Comfort Guarantee so I just got. It was a lucky find... I love it. ”

Ken22 December 2020

Proudly supporting Australian made

Australian Made and Certified

Supporting aussie families

Proudly supporting Australian made

Try your new Dusk&Dawn mattress, risk free

Your 100 night sleep trial awaits

Virase®, a clean sleeping environment

Anti-bacterial Guard

A healthy, clean and hygienic sleep

Pure luxurious natural Australian wool

Certified Aussie Wool

Warmer in winter, cooler in summer

Our foams are GECA certified which means they are better for you

GECA Certified

More hygienic and healthier for you.

A speedy delivery right to your door

Fast Delivery

Fast delivery

FAQ’s

Who manufactures our mattresses?

Our mattresses are proudly manufactured right here in Melbourne Australia and made under license by Comfort Sleep who have been making quality mattresses for over 40 years.

What happens to my old mattress?

Metro locations: for a fee of $70, we will collect your old mattress and take it to a mattress recycler. Unfortunately we can not offer our mattress collection service in regional locations at this stage.

Do your mattresses come in a box?

No, our products are made using high quality materials which do not allow them to be compressed, rolled and squashed into a box. When this is done, quality is compromised and we don't do that.

How do I choose the mattress that is right for me/us?

We have carefully engineered two feels in each model, these two feels will please most. If you are looking for rock hard or super cloud soft, you are in the wrong place.

Comfy-Medium, our most popular feel is supportive with added comfort. Firm-Support is a little firmer and is comfort with added support.

Feel free to give us a call if you would like to discuss the options with one of our trained staff.

Are Dusk&Dawn mattresses environmentally friendly?

Yes, all Dusk&Dawn mattresses are made using Australian made foams and fabrics. We proudly use GECA (Good Environmental Choice Australia) and Oeko-Tex certified materials ensuring the most environmentally responsible products.

What type of bed frame do you recommend?

Our mattresses are designed for best performance when used in conjunction with our matching vogue base as part of a total sleep set. 

Where can I try your mattresses?

Right in the comfort of your own home! You have 100 nights to decide if you are happy with your selection. It certainly beats 20 minutes in a mattress shop.

Can I order over the phone?

Unfortunately not, for your security all orders must go through our website.

Do you have AfterPay?

Yes, we also accept ApplePay, Zip and PayPal too.

How much is delivery?

Our Delivery service is 100% FREE in metro areas, Australia Wide. For regional areas it's $250 flat rate. Certain regional areas may experience some delays in delivery. Please ask us for accurate delivery times.

What areas do you deliver to?

We are currently delivering to most regions of Australia excluding NT & TAS ( for potential deliveries to these areas please email support@duskanddawn.com.au ), including regional areas. Due to current freight delays and ongoing Covid-19 restrictions, regional deliveries may take up to 3-4 weeks. Please ask us for accurate delivery times.

What bed sheets fit the Signature mattress?

Due to the height of the Signature mattress being 38cm high, we advise you purchase 'Super Queen' size fitted sheets for a Queen size mattress as they will fit more comfortably around your mattress. These can be found at most bedding retailers across Australia including Adairs.

Is there a trial period?

We want you to be completely satisfied with your new mattress. For this reason, all Dusk&Dawn mattresses come with a 100 night comfort guarantee. During this time you can test your new mattress out in the comfort of your own home. You must own the mattress for a minimum of 30 nights from the date received, this will give your body the adequate time to adjust. If between, night 31-100 you still are not satisfied with your sleep, then let us know and we will arrange to collect your mattress and adjust the firmness before returning it right back to you FREE of charge. 

 

Please... Don't pay retail prices?

We are sold purely online. If we were to sell to popular retailers, our prices would be double and they would make huge margins. We want to pass those saving on to you - the customer. We pride ourselves on value for money. Quality Australian made workmanship using only premium materials. You simply won't get this quality of build at these prices at the major retailers. They need to make a big margin to pay for staff, lease or bricks and mortar.

Delivery Timing and Expectations

We are not a 'bed in a box'. All our mattresses use the most premium quality of materials and are all tailor made by hand.

Delivery generally takes up to 7-10 working days depending on exact location/state. Regional deliveries may take up to 3-4 weeks, based on your location. Please contact our friendly sales team for more up-to-date timings.

Melbourne Metro orders are usually with 3-5 working days. 

Do we offer a refund?

Yes we do offer a refund. But first:

1. You must go through 1 Comfort change first as per our Comfort Guarantee policy;
2. And then if you are still not happy after a further 30 nights of sleeping on it, we will happily refund your money (Minus the shipping component costs).