FAQ

Yes, you can, log into your account and click on ‘my details’ on the top right corner and you will see your store credit loaded. You will then have the option of using it when you reach the checkout section.

Australia: 1800 173 694

If you are calling from outside Australia please phone us on +64 9 480 8575

You can contact us via the chat service on our website (please note, this service only operates during standard work hours) or call us on 0800 222 122 and we can manually reset or change your password for you.

Whenever an order has been processed successfully you should receive at least 2 emails; an order confirmation (including your invoice) and a dispatch notification. If you have not received these emails, a couple of things may have happened:

• The emails may have ended up in your spam folder
• The emails may have been stopped by the spam filter from your email provider
• Your email address may have been entered incorrectly
• The order or the transaction may have failed, thus not completing the order

Please check your spam folder first. Check your bank account to see if a payment was made, but please be aware that this may not be a real-time accurate overview, depending on the payment method you've used.

You are also able to view all of your relevant customer information including invoices and latest transactions when you are signed-in and click on 'My Details' located top right corner.

Feel free to contact our customer service team for any further assistance or confirmation on your order. 0800 222 122

Please note for hygiene reasons we cannot accept returns or exchanges on duvet inners, pillow inners and mattress toppers, so please choose carefully.

Wallace Cotton c/o Kerry Logistics

11 Adventure Place

Caringbah

NSW 2229

Click here to download a copy of our returns form.

We understand the importance of choosing the perfect pieces to create a beautiful and comfortable home. If the item you purchased wasn’t right once you received your delivery, we can help you with our straightforward returns and exchange policy.

All online purchases made through our Wallace Cotton website, including sale promotions, are eligible for a full refund. Items can be returned for a refund, exchanged for other items to an equivalent value or returned for store credit.

Items purchased from our Sale page are not eligible for a refund. These items can be exchanged for products of an equivalent value or a store credit.

PLEASE NOTE:

• Returns must be made to us in original condition with packaging intact and within 30 days of receipt.
• Refunds will be issued in the same manner that you paid. We do not refund purchases with cash

How to use Afterpay online?

Simply select Afterpay at checkout and you will be redirected to their site to confirm your purchase. After this, you will automatically return to our site and your order will be processed. Please be patient when you get redirected back and do not refresh the page until the order has gone through successfully.

You will receive a confirmation from Afterpay, separately to the Wallace Cotton confirmation, and you will be able to keep an eye on your payment schedule directly via the Afterpay website.

How to use Afterpay in-store?

Afterpay is available in-store at all our locations around New Zealand

The Afterpay in-store process starts from your mobile phone and takes under 2 minutes to create an account. If you are already an Afterpay customer, simply download the App and sign in.

How does Afterpay refunds work?

If you placed your order using Afterpay, when we process a refund for that order, we notify Afterpay of the amounts to be refunded, which is then processed on their end. The refund amounts are taken off the last payments first. If at least one payment has been made in relation to your purchase, and the refunded amount is greater than the amount outstanding, the difference between these amounts will be refunded to the credit/debit card that is linked to your Afterpay account.

Click here for more information regarding Afterpay refunds.

We accept the following credit cards: Visa, MasterCard.

We also accept American Express cards from New Zealand customers.
Cards are processed by our secure online payment provider, DPS.

How to Use Laybuy:

1. Simply select Pay by Laybuy at checkout.
2. Returning customers only need to confirm the order to complete the purchase.
3. New customers can sign up at checkout and start using Laybuy today.
4. Your order is processed immediately and your payment schedule is established.

5. Only a sixth is due today and the rest is split over 5 weekly automatic payments on the day of the original purchase.

On all pre-order product pages we list an estimated arrival date, this is specific for each individual pre-order product and is also communicated in your pre-order confirmation email.

You can expect to receive two emails from us in regards to your pre-order.

1. Pre-order confirmation email, you will receive this as soon as your order is place.

2. Order dispatch email, you will receive this as soon as your items have arrived and have been dispatched by our team

Please contact us with your order number if you would like an update on your pre-order status.

To provide the best experience for you and to ensure there is no delay in dispatching your current season item we do not allow online orders to mix pre-order and current season products at checkout.

To provide the best experience for you and to ensure there is no delay in dispatching your orders we do not allow mixed pre-order items at checkout.

Yes! If you are ordering multiples of the same pre-order style you can process through our checkout.

No worries at all, please contact us with your order number and our team will be able to process a refund for you.

Yes, we require 100% payment at the time of purchase for all pre-order products.

Our returns online returns policy remains the same for pre-order items, read more here.

As our bed linen is made to fit NZ beds, please use our helpful size guides to find the best fit for your bed. From Single to Queen size, NZ beds are the same as Australian beds. However, for an Australian King size bed, we recommend purchasing our Super King bed linen. For an Australian Super King bed, we recommend purchasing our Californian King bed linen. If you are unsure, measure your bed and compare to our Fitted Sheet dimensions for an accurate guide to the best bed size.

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Log into your account and click on ‘my details’ on the top right corner. Here you can see your rewards credit status which is the amount needed to be spent to receive your $50 credit.

No loyalty points are awarded for purchases of Starship products, furniture, sale or discounted items.

Rewards expire after 12 months after date of issue.

Yes they are. Our Downtime bedding is made by carefully chosen suppliers who have been awarded the internationally recognised Downpass certification. This certification guarantees that our suppliers processes and supply chain are regularly audited and inspected. This ensures that all feather and down material is collected ethically as a bi-product, is thoroughly cleaned and of good quality to meet our rigorous standards and expectations.

Click here to view our Duvet and Pillow buying guide.

We believe in using the finest natural fabrics from renewable sources. Where possible, we choose organic cotton for our bed linen and sleepwear collections. Organic cotton is produced free from pesticides, insecticides, herbicides and genetic modification, which minimises impact on the environment. This also contributes to a safer environment for the people who work with cotton crops, the local wildlife and their ecosystems.

We collaborate with a handful of suppliers who carry the OEKO-TEX* Standard 100 certification and Global Organic Textile Standard certification (GOTS)**. These organisations oversee the production process to ensure a more transparent and accountable supply chain. And this means we are working with suppliers whose ethical and sustainable principles align with our own.

*OEKO TEX is a consistent worldwide certification system for the textile industry. Certified manufacturers must adhere to environmentally friendly production methods, without the use of banned colourants or harmful chemicals and with consideration for the recycling and thoughtful dispersal of water, among other factors.

**GOTS is the Global Organic Textile Standard and has a clearly defined set of transparent criteria. GOTS is the worldwide leading textile processing standard for organic fibres, including ecological and social criteria, backed up by independent certification of the entire textile supply chain. GOTS certified final products may include fibre products, yarns, fabrics, clothes and home textiles. Having one common standard means textile processors and manufacturers can export their fabrics and garments with one organic certification that is accepted in all major markets. This transparency also gives consumers the power to choose truly organic products sourced from green supply chains.

Modal is a wonderfully soft breathable fabric made by turning Beech tree wood pulp into a strong yet soft closed loop cellulose fibre. The pulp is a bi-product of regenerative and renewable Beech trees which makes Modal completely biodegradable. The resulting fabric is strong yet twice as soft as cotton.

Modal is a beautiful fabric for sleeping in comfort, being lightweight, breathable and soft against your skin. It has a smooth surface which drapes and flows and is not prone to pilling. Modal performs well in the laundry and as our garments are pre-washed, shrinkage should be minimal.

We use Modal, Organic Cotton and Cotton fabrics for our sleepwear collections. Discover versatile sleepwear pieces to love, enjoy and gift made from Modal and far too beautiful to hide under the sheets!

* 25% off bedding essentials, discount as shown in-stores and online. Excludes all other product categories, and already discounted products. Offer excludes wool duvet inners and cushion inners. Please note no loyalty points can be earned in conjunction with this offer. For hygiene reasons we cannot accept returns or exchanges on duvet inners, pillow inners and mattress toppers. Offer is available online from Wednesday 22nd March 7pm, until midnight Sunday 26th March. Offer is available in-stores from opening Thursday 23rd March until close Sunday 26th March.

We love our laundry bags as much as our customers do, but unfortunately we can only provide them with the purchase of full-priced items.

We offer FREE shipping on all orders over $100.

All orders will be delivered using NZ Post to the address in your order. You'll receive an email with your order number and parcel tracking information when your order has been sent. You can track your parcel on the NZ Post website.

Our standard delivery fee is AU$10.

Prices are not a direct currency conversion as a portion of the courier cost is allowed for in the product price.

Standard delivery times using Australia Post are as follows:

NSW, QLD, ACT: 2-6 business days
VIC, WA: 3-6 business days
SA, TAS: 4-9 business days
NT: 5-9 business days

Any additional customs clearance fee’s, duty or taxes are payable by the receiver.

Shipments over NZD1000 require a formal export entry which costs $36.50
They then require an import customs clearance if sales are over AUD1000 which is billed back to you for a charge of $185.00

For PO BOX addresses, delivery will be made by Australia Post and may take up to 10 working days.

Yes, you can call any of our stores and purchase over the phone with your credit card. Shipping is free with orders over $100. You can find our store contact details.

Our pick and packing system is quick and efficient but as it is automated please make sure you have selected the right address before payment is made. If you act quickly, you can redirect your parcel delivery to another address as long as it hasn't left the depot with NZ Posts 'Manage my Parcel' service. Click the link here to redirect your parcel.

If you have more than one product in your order they may be sent in separate parcels if they have been sourced from our warehouse or from one of our store locations. Our online customers can purchase all available stock in our system however some items may only be available in one of our stores and sold out elsewhere. There is no extra delivery charge for different items being delivered at different times.