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Customer Service FAQs
“When will I receive my order?”
NZ orders generally take 1-3 working days to arrive. Click here for shipping information.
“What if I don’t like what I ordered?”
We have a very generous returns policy and will refund or exchange any purchases provided the item is returned prompty in perfect condition. Read about Returns & Exchanges.
“Can I come and choose from your physical store?”
We are a small online retailer and our store is our website! We dispatch all orders by courier, with 5 pick ups every week day. We pride ourselves on providing the best possible service to all our customers who order online.
We now offer Click and Collect where customers who wish to pick up from our warehouse (based in New Lynn, Auckland) can select Click and Collect as a shipping option, and then come and pick up. Please allow an hour for us to get a Click and Collect order ready.
We made a considered decision a couple of years ago that we don't allow customers to choose and select from our warehouse. We have a small but dedicated customer services team, and their priority is to get the orders packed and out the door the same day whenever possible. If we allowed customers to visit and choose 'in store', we wouldn't get as many orders picked and packed in a day - and that is not fair for our online customers!
"Can you help me with some sleep advice?”
Certainly! We have a comprehensive library of sleep articles on all aspects on infant and child sleep.
Read Articles here.
Plus you are welcome to join us on Facebook for lots of chat and support. We have a very active discussion page with lots of sleep topics being discussed and mums supporting each other during sleep training. Visit our Facebook Discussions here.
“Can you do me a special deal if I buy a bunch of stuff?”
We have a great range of specials and you can always get a discount using our Rewards Prorgam. If you are interested in buying in bulk, please contact our office to discuss.
“What do other customers say about your service?”
Check out our testimonials here. We receive several great emails every day so this is just a small selection!
“What do you charge for shipping?”
Our NZ shipping starts from $5 for small items and increases based on the total size of your order and your location.
Click here for Shipping Info.
“Do you do discounts?”
We have lots of ways for you to save. Our loyalty points program gives you 5% back on your order, which you can either use as a discount on your next order or save the points up.
Read about our Rewards Program.
If you'd like to give your friends a free Gift Voucher, check our our Refer a Friend program rewards you for spreading the word to your friends. Sign up to receive free $10 Gift Vouchers for friends who are new to The Sleep Store. Refer a Friend.
We run regular specials, sign up for our newsletter and Like us on Facebook to hear about our sales first.
“Do you ship overseas?”
We ship daily to Australia, with delivery generally 3-5 working days. Australian orders need to be placed through our website www.thesleepstore.com.au.
“Do you do special orders”
We can sometimes order in items from our suppliers that we don't usually stock. If there is something special you are after, email us after reading our info on this. Read about Special Orders