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

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.

We're excited to announce that PayPal is now available as a payment option on our platform. You can now use your PayPal account to make secure and convenient transactions.

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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Cotton Club is a loyalty programme run by Wallace Cotton. Refer to our Cotton Club page to learn more and to join our loyalty programme.

Loyalty points are earned on full priced purchases only, in-store and online.

You must be signed into your Cotton Club account while shopping online to ensure points are recorded at time of purchase.

1 point is earned for every $1 spent on full priced items, in-store and online.

Points expire 24 months after purchase date.

Reach 500 points to receive a $50 Cotton Club voucher.

Cotton Club loyalty vouchers expire 6 months from date of issue.

Cotton Club vouchers can be redeemed in-store and online.

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

OTHER POINTS TO NOTE:

Check your points balance and voucher status online by signing into your Cotton Club account. Click on ‘my details’ at the top right corner to view points balance and voucher status.

If you were a member of our previous loyalty programme, your full priced purchase history will be automatically transferred to your new Cotton Club account; sign in using your same email and password to view your points balance.

To receive a birthday voucher, enter your date of birth and email address correctly into your Cotton Club account. On your birthday, you’ll receive an email notification that your account has been issued with a birthday voucher which can be spent in-store or online.

Birthday vouchers expire one month after the date of issue.

Sign into your Cotton Club account and click on ‘my details’ at the top right corner. Here you can see your points status, and the amount needed to be spent to receive your next $50 loyalty voucher.

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!