Help Center

What payment method do you accept?
We accept a wide range of options as followed
PayPal
Credit/Debit Card
Afterpay
Zippay

Ive been declined for my order via Afterpay or Zippay?
We use these providers as payment methods and have no control over approval. You will need to contact these companies directly. They will be able to assist and provide you the answers you need.
www.afterpay.com.au

www.zippay.com.au

Can I pay via card or cash on delivery?
The Couriers can’t accept payment on our behalf so this service isn’t currently available due them being third-party to us.

I’ve provided the incorrect delivery address, what do I do?

Please double check your delivery address before shopping as we are not liable for items delivered to the wrong location as we can only go by the information provided. If the product has been dispatched it may be too late to change it. Please email us. If the product has been delivered please contact the address you provided.

I need help, How can I contact you?
Please lodge a request at the buttom of this page and one of our team will be in touch with you. Also you can visit our Contact Page via Clicking Here


Do you offer change of mind?
Please choose carefully, contact us if unsure and do your own research when purchasing as we do not currently offer change of mind.

I got a email saying my item is out of stock?
We try our best to have our stock as accurate as possible. We hate not delivering. There can be many reasons why this isn’t 100% accurate. In some cases we can’t deliver as advised.

My product is damaged on arrival?
In the rare instance this happens but understand it does. Please inspect your products when they arrival. We offer 2 business days to inspect. If there is a issue please see our Warranty and Faults section below and complete the outlined steps.

I need to cancel my order, How can I do this?
As we at Bedroom Factory run a fast automated dispatching system it might be too late to cancel your order.
PLEASE NOTE: We can only accept cancellations via email request at team@bedroomfactory.com.au

Please include the following information so we can act on your request as soon as possible.

Subject Line: Cancellation Request (Your Order Number) URGENT

Order Number:
First Name:
Last Name:
Email Address:
Reason for cancellation:

We will respond to you with what we can do as soon as possible.

PLEASE NOTE: Payment refunds by Afterpay may incur a 6% charge for cancellation requests.
 

Our instructions are automatically emailed to you when your order is dispatched. Please see copies below for all designs:

Gas Lift Bed Frames: Click Here

Standard Bed Frames: Click Here

 

Delivery

 

 

Do you deliver outside of Australia?
Currently we only deliver within Australia.


How are my products delivered?
Your product will be delivered via registered Courier/Delivery service, according to the size and weight of the item.

A tracking number will also be updated to you after dispatch. We will keep you up to date on dispatch.

 

When will my product be dispatched?
Products are normally dispatched within 48 Business Hours of payment clearing.

PLEASE NOTE: If the product is on PRE-SALE please see header.

 

How long until I get my order?
The estimated delivery time frames are below.

Please be aware this is a estimation and factors out of our control can cause delays. Christmas Peak Periods can cause delays.

PLEASE NOTE: These delivery times do not include our Pre-Sale products which will depending on which product. You will see the estimated timeframe located at the bottom of the products description.


Estimated Delivery Times

State Timeframe
VIC 3-5 Working Days
TAS 4-8 Working Days
NSW 4-8 Working Days
QLD 4-8 Working Days
SA 4-8 Working Days
ACT 4-8 Working Days
NT 7-12 Working Days - Currently Do Not Deliver - Please contact team for special orders
WA 7-12 Working Days - Currently Do Not Deliver - Please contact team for special orders

 

PLEASE NOTE: Delivery time only starts after your payment has cleared and the product has been dispatched from our warehouse (usually within 48 Business hours after receipt of cleared payment).


We are unable to guarantee a delivery on any specific dates or times as this is not something our delivery partners would be able to guarantee either.

When will the item be dispatched?
Most items will be dispatched withIn 48 business hours after full payment is received. If we have issues with providing stock or delivering on a item we will contact you within 48 Business Hours. 

PLEASE NOTE: This estimate doesn’t include PRE-SALE Items and are depended on the product. Please see the individual product description for estimation.

Where can I find my delivery information?
Tracking information will be emailed to you, Facebook Messenger and or SMS once dispatch. All depended on what you have opted into for updates.

PLEASE NOTE: That your tracking details can take up to 48 hours to display. Please be patience your item is on the way. 

Do you deliver to post office boxes? 
No we don’t and your order will be emailed to ask for a alternate address or cancellation our your purchase.

Return to sender.

Please understand if your item isn’t picked up, incorrect address or any other factors then you will be liable for restocking fee depending on your order.

Do I need to sign for my items?
On most cases you will need to but not always. We can’t guarantee the driver won’t leave it at your address without a signiture. Please let us know in your notes when order if you require a signiture when delivering. Otherwise it will be up to driver. 

What Postcodes don’t you deliver to?

We try to include all postcodes, Sometimes unfortunately we miss some and will notifcate you. Please understand its due to product availablity and courier restrictions.

We cannot deliver any products to the following locations:

State Post Codes
VIC No Postcodes Excluded
TAS 7151
NSW No Postcodes Excluded
QLD No Postcodes Excluded
SA 5701
ACT No Postcodes Excluded
NT Currently Do Not Deliver - Please contact team for special orders
WA Currently Do Not Deliver - Please contact team for special orders

 

 Larger Items Restricted Postcodes (Bed Frames)

State Post Codes
VIC No Postcodes Excluded
TAS 7151
NSW 2641,2717, 2831, 2898, 2899
QLD 4184, 4421,4450-4499, 4680, 4700-4805, 9920-9959, 4806-4899, 4900-4999, 9960-9999
SA 5701
ACT No Postcodes Excluded
NT Currently Do Not Deliver - Please contact team for special orders
WA Currently Do Not Deliver - Please contact team for special orders

 

If your unsure about your postcode its better to contact us and one of our team will be in touch to confirm. We can also see what we can work if your postcode is in the list above and require a item.

Warranty and Faults

All our products come with a 12 Month Warranty. 

What’s not covered?
- Normal Fair use of the item overtime.

- Incorrect Delivery Details Provided.
- Personal damage to product.
- Fading due to direct sunlight placement.
- Stolen property.
- Not following the instructions correctly, or installation as outlined in the instruction manual or product description.
- Non-Transferable to another person/s 
- Damage to other property due to incorrect installation of your product.

PLEASE NOTE: This can update at any time. Buy purchasing with us you agree to our warranty policy.

How do I activate my warranty?

Please see the process below and include video and or picture evidence outlining the faults.

Please complete the form below to lodge a service request and email to team@bedroomfactory.com.au

Subject Line: Warranty Claim (Your Order number)

Order Number:
First Name:
Last Name:
Email Address:
Reason for request:

What outcome you would like?

Please attach any Photo/Video Evidence you have for us to investigate.

Please understand this process can take up to 7 working days not including replacement/parts/return timeframe not taken into factor. Please be assured we want to resolve his as soon as possible.

Damaged on Arrival Products  

You have 2 business days once you receive your items to contact us for this to be valid. You will need to include Photos, Video and any other evidence so our team can investigate with the delivery companies and suppliers involved.

Please complete the form below to lodge a service request and email to team@bedroomfactory.com.au

Subject Line: Damaged on Arrival (Your Order number)

Order Number:
First Name:
Last Name:
Email Address:
Reason for request:

What outcome you would like?

Please attach any Photo/Video Evidence you have for us to investigate.

We will respond to you within 48 Business Hours to confirm your email.

Please understand this process can take up to 7 working days not including replacement/parts/return timeframe not taken into factor. Please be assured we want to resolve his as soon as possible.

Returning a product or replacement item sent.

If we deem that the product needs to be returned to us we will send you the return address with a prepaid slip. We will ask you to box/wrap the item/product for transport. If you don’t have the original packaging that’s okay. Keep your receipts. If the product is large we will organise a courier to your address. Make sure you take pictures of the product ready for return for your protection and ours.

PLEASE NOTE: If your item is deemed to be non faulty we will charge the costs related to returning the product and sending back to you.

 

Resolution Process/Policy.

This policy is based under Australia Consumer Law. Depending on the fault/damage is minor/major we may offer you a part refund first which you can accept or decline. If decline and its a minor fault eg (Bed Head ripped) we will replace the item. Major fault eg structure issues we will discuss further to resolve. Please understand we don’t want anything to go wrong but if it does we will work with you to resolve. If the issue is minor we will not offer a return and refund but will repair/replace/refund depending. This falls under consumer law.

Do you price match?
We don’t price match. We have other factors like Finance options Afterpay.

Further information about delivery.

We offer free metro delivery on most of our products and depending on location there may be a small fee. Please not we don’t deliver everywhere and try to cover every location. Please feel free to contact us before making a purchase to confirm your delivery location so we can offer free delivery/ if there’s a small fee or if we can’t.

Whats the countdown timer on the product page?

We are constantly looking at our pricing. When the timer expires we reassess if we continue at that price. We at Bedroom Factory offer deals based on time. Pricing fluxuates depending on stock and sales. We don’t hold prices.

 

Why is the product not exactly like the picture?
In rare cases the imaging may not 100% reflect the same. Please understand that this is a staged lighting event. It can be due to resolution on your screen also. Make sure you read the full product desrciption when making a purchase. If you believe there is a major difference please contact us at team@bedroomfactory.com.au including pictures and outlining the differences. We follow consumer law and use that as our guide in resolving cases. Minor Faults/Major. 

We provide this information on every product page regarding lighting. We do not accept returns on this matter.

I found a item cheaper after I purchased, Can you refund the difference?

We always recommend doing market research when completing a purchase with any store not just us, In the  event this happens we do not refund the difference and you would understand every store has different running costs involved.

What are the Brands and Product Names?

All our products have been displayed to easy determine the difference. Regards to our bedding/Mattresses is provided by gisselle bedding in most cases. Bed Frames have no name label boxes and names of products are used to help customers understand product lines/models and differences. These are references only and doesn’t alter then products use as described/shown.


Usn’IWhere are my products located?
We have partnered with suppliers which are located within Australia. These warehouses are located in Victoria, Queensland and New South Wales. We have agreements with some of our partners to send the stock directly to you to reduce costs that we can pass onto you. Any further questions, Please feel free to get in touch with us at team@bedroomfactory.com.au