Customer Service FAQ
When will I receive my order?
NZ orders generally take 1-3 working days to arrive
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 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 promptly in perfect condition.
Read about Returns & exchanges
What do you charge for shipping?
Our NZ shipping starts from $4.50 for small items and increases based on the total size of your order and your location.
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 charge a processing fee of $3 for Click and Collect orders, as we pull these orders to the front of the queue!
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!
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.
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.
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
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.
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.
I need some help to choose the right product for my child!
We are happy to help you make the right decision - thank you for trusting our advice.
We have detailed product information about lots of our products, including comparison guides on different swaddles and sleeping bags.
You are also welcome to phone or email us for personal assistance. Our contact number is 09-816-8706 or Email Here
Can you do me a special deal if I buy a bunch of stuff?
We have a great range of Value Packs, which are the most common ways our customers buy multiple items. We are happy to look at developing new combo packs if you have a suggestion!