HOW CAN WE HELP?

DELIVERY AND SHIPPING

• How much is delivery?
  We offer free standard shipping with all of our products to most areas within Australia. Certain regional and remote areas will incur additional shipping fees. Simply type your postcode into the checkout to find out your shipping cost.
• I live in a regional/remote area, do you deliver to me?
  Simply type your postcode into the checkout to find out, if you are unsure please contact us at info@peacelily.com.au
• How long does it take for my order to be shipped?
  All Mattress Toppers, Pillows and Mattresses will generally be dispatched within 1-2 business days unless mentioned otherwise by our support team.
• How long will it take for my order to arrive?

  Your products will be delivered within the following business days after they have been dispatched from our warehouse. Should any unexpected delays occur you will be notified by the customer service team.

  Time for Dispatch
  All products will leave our warehouse within 1 - 2 business days unless mentioned otherwise by our support team. The delivery time from the warehouse to your listed address will be as in the schedule below.
  
  

  Metro City Mattress Deliveries

  Melbourne: 2 - 3 business days
  
  Sydney: 2 - 3 business days
  
  Canberra: 2 - 4 business days
  
  Brisbane: 3 - 6 business days
  
  Adelaide: 3 - 6 business days
  
  Hobart: 3 - 6 business days
  
  Perth: 6 - 10 business days
  
  Darwin: 7 - 12 business days
  
  
  
  

  Metro City Mattress Topper/Pillow Deliveries

  Melbourne: 2 - 3 business days
  
  Sydney: 2 - 3 business days
  
  Canberra: 2 - 3 business days
  
  Brisbane: 2 - 4 business days
  
  Adelaide: 2 - 4 business days
  
  Hobart: 3 - 4 business days
  
  Perth: 4 - 6 business days
  
  Darwin: 4 - 7 business days
  
  
• How do I track my order?
  Once your order has been processed you will receive an email with tracking details.
• How is the mattress delivered?
  Our Peacelily mattress is compressed and delivered in a box.
• Do I need to be home when my order is delivered?
  No, if you are not home to receive the delivery simply select the authority to leave at the checkout and your product will be left in a safe place at your address.
• How big is the mattress box?

  Single: 42cm x 42cm x 103cm and 30kg

  Long Single: 42cm x 42cm x 103cm and 33kg

  King Single: 42cm x 42cm x 118cm and 36kg

  Double: 42cm x 42cm x 150cm and 42kg

  Queen: 42cm x 42cm x 165cm and 50kg

  King: 42cm x 42cm x 194cm and 60kg

   

• How big is the mattress topper box?

  Single: 42cm x 42cm x 45cm and 8kg

  Long Single: 42cm x 42cm x 45cm and 9kg

  King Single: 42cm x 42cm x 50cm and 10kg

  Double: 42cm x 42cm x 53cm and 12kg

  Queen: 42cm x 42cm x 59cm and 14kg

  King: 42cm x 42cm x 67cm and 16kg

• How big is the pillow box?

  74cm x 43cm x 10cm

  1.15kg Latex Pillow; 2.5kg Kapok Pillow

• Can the delivery drivers bring my products inside/upstairs?
  Unfortunately, at this stage, the courier drivers cannot bring your products inside or upstairs due to OHS issues.

GENERAL QUESTIONS

• What type of bed base/frame can I use?
  Peacelily Mattresses are suitable for most bed bases! Just make sure the slats are no more than 3.5 inches apart.

   

  We advise against using our mattress directly on the floor.

• Where can I try the Peacelily mattress?
  You can try our mattress at home with our 100 night trial.
• Is the Peacelily mattress flame-resistant?
  Yes, latex is naturally. However, there is no additional fire barrier placed in the mattress.
• Does the Peacelily mattress get hot?
  No! Our mattress naturally provides a cool sleep. This is due to the open cell structure of latex. You’ll be less likely to sweat! This also makes the mattress appropriate for warm humid atmospheres!
• Can I use an electric blanket with the mattress/topper? Is it safe?
  Yes, our all-natural latex has a high melting point and is naturally fire-resistant.
• Do you recommend a mattress protector?
  Yes! This will help prolong the lifespan of your mattress.
• Can I put the Peacelily Mattress on an adjustable bed base?
  Yes! All Peacelily Mattresses are suitable for use on an adjustable base.
• Can I sleep on the Peacelily mattress/topper straight away?
  You can sleep on your natural latex mattress/topper straight away - even during decompression!
• How do I recycle my old mattress?
  To recycle your old mattress please visit https://www.softlanding.com.au/book/
• How do I clean the Peacelily mattress?
  You can spot clean your Peacelily mattress with a mild detergent and water mix if needed. You can also consider using a mattress protector to help protect your mattress.
• Can I put the Peacelily mattress back in the box?
  We use a special machine to compress our mattresses, without this machine, unfortunately, our mattress cannot be put back into the box once unpacked.
• Is the Peacelily mattress Dust-mite Resistant?
  Yes, natural latex mattresses are repellent to dust mites, bed-bugs, mould, mildew and different types of bacteria.
• How do I change the firmness level of the mattress?
  The mattress has 2 firmness levels so that when you flip the mattress it will change from Medium to Firm! Many customers, regardless of firmness preference, would prefer to combine their Peacelily mattress with a Peacelily mattress topper for added luxury comfort.
• What are the covers made of?
  Our luxurious, handmade mattress covers are made with premium, certified organic cotton — one of the softest, most breathable and most comfortable fabrics available. It’s cool, wicks moisture and, better still, boasts the most stringent Global Organic Textile Standard (GOTS) Certification. The covers are made of 100% organic cotton fabric. The organic cotton uses a high density fabric in order to ensure durability and a premium fabric feel. Underneath the organic cotton fabric, we use certified organic cotton wadding. This wadding is 100% organic cotton and is also GOTS certified. The organic cotton wadding is quilted together with our organic cotton fabric in order to provide an absolutely luxurious yet breathable mattress cover.
• Do Peacelily products have harmful chemicals that could off-gas in the future?
  No! Our latex is naturally allergen free, dust-mite resistant and anti-bacterial which means we do not need to add any chemicals to our beds! Peacelily pillows, toppers and mattresses are some of the most natural that can be found. The absence of any harmful chemicals has also been tested for and certified by the eco-INSTITUT and Oeko-Tex Standard 100.

• Why are Peacelily products priced so well?
  We sell our products directly to you online this means we can pass the savings onto you! We wanted to deliver the highest-quality and most eco-friendly mattress that Australia had ever seen, yet it had to be affordable enough for every person. We created a mattress that contains the most natural latex in the world and is free of any synthetic latex or fillers without the mark-up of retail stores!
• How can I pay for my Peacelily order?
  At checkout we offer credit card, PayPal and Afterpay (under $1000) all transactions are secure and encrypted.
• Are your products fumigated?
  No! Our mattresses do not undergo fumigation. Our products are made from natural latex and our latex manufacturer has been working with Australia for several decades. This means that our natural latex does not need to undergo fumigation when it is sent through customs.
• What kind of glue is used in Peacelily Mattresses?
  In order to keep our whole mattress natural and chemical free; we use natural latex to create a unique latex glue that is not only adhesive but also chemical free. All 3 premium mattress layers in the Peacelily mattress are kept together with this strong glue, making it one of the most natural mattresses in the world.
• WHERE ARE PEACELILY PRODUCTS MADE?
  Our products are manufactured in Sri-Lanka. The natural latex in our bed products is produced from Sri-Lankan rubber sap, which is the highest quality in the world due to the ideal environmental conditions for rubber tree growth.
• Do I need to purchase a Peacelily Mattress Topper with my new Peacelily Mattress?
  Our mattress topper provides an extra layer of comfort! If you prefer a plusher feel we would suggest adding our mattress topper to your order! You can purchase a Peacelily Mattress Topper at any time!
• How durable are Peacelily Mattresses?
  Every Peacelily Mattress has received an LGA Certification. The LGA Certification is administered in Cologne, Germany, and tests the functional performance for domestic use of a mattress. The test is conducted by putting 150 kg of force on the mattress and stroking the mattress 60,000 times. This test is meant to simulate, more than adequately, the normal domestic usage of a mattress. The passing grade for this certification is 50/100, and our Peacelily mattress has proven it's quality and resilience by achieving a score of 99 points out of 100!
• Is there any smell to the latex?
  You may notice a faint "new" latex smell, but rest assured this is not off-gassing of harmful chemicals and will fade over time.
• Is a good mattress important to my child’s development?

  Yes, sleep is very important for everyone and gives our mind and body the time to refresh and recharge. It is also very important to child development, especially during its early stages. While sufficient quality sleep benefits childrens’ physical health, brain function, emotional wellbeing, safety, and daily functioning ability, insufficient sleep can impede learning and create mood and behavioral problems.

  Peacelily products can help your children sleep better. You can rest assured that your child is sleeping on a quality product that is free from unhealthy toxic fumes and dust-mites or bacteria.

• Does the Peacelily mattress have handles?
  Yes!

MATTRESS SIZING?

• SINGLE
  92cm x 188cm x 21cm (32 kg)
• LONG SINGLE
  92cm x 203cm x 21cm (33 kg)
• KING SINGLE
  107cm x 203cm x 21cm (39 kg)
• DOUBLE
  138cm x 188cm x 21cm (44 kg)
• QUEEN
  153cm x 203cm x 21cm (54 kg)
• KING
  183cm x 203cm x 21cm (63 kg)
• Do you sell Super King size mattresses/toppers?
  The Peacelily team is currently working on stocking this size in the near future! Email us at info@peacelily.com.au to be notified when we release Super King!
• Do you sell Cot mattresses?
  Not at this stage. Our team is working on it.
• Do you sell custom size mattresses/toppers?
  No.

AFTERPAY

• WHAT IS AFTERPAY?
  Afterpay offers instalment plans for online shoppers and is a way to order without needing to pay the whole amount upfront. We ship your order out as normal and you buy what you want today and pay it off in four equal, interest free fortnightly instalments.
• DO I PAY MORE IF I USE AFTERPAY?
  Pay nothing extra when you pay on time. If you make repayments on time, you’ll only ever pay the price of the item you’ve purchased. The only fees Afterpay charges are late fees for missed payments. Late fees and additional eligibility criteria apply. For complete terms visit Afterpay webpage www.afterpay.com/terms
• Is there a maximum order value when paying with Afterpay?
  Maximum order value is $1000
• WHERE DO I FIND OUT MORE ABOUT AFTERPAY?
  Visit the Afterpay website at www.afterpay.com.au otherwise you can contact Afterpay directly by emailing info@afterpay.com.au or calling 1300 100 729.
• HOW AFTERPAY WORKS?
  At checkout, select Afterpay as your payment method use your own existing payment card. You just need to be over 18 years of age and be a resident of the country offering Afterpay. Simply follow the instructions and complete your checkout.

KLARNA

• WHAT IS KLARNA?
  Klarna is a global payment and shopping provider that takes end-to-end responsibility for your payment. Klarna allows shoppers to buy now and pay later at more than 200,000 retailers around the world.
• WHAT ARE 4 INTEREST-FREE INSTALMENTS FROM KLARNA?
  When you pay in 4 interest-free instalments with Klarna, your purchase is split into 4 payments automatically charged to your debit or credit card every 2 weeks. There is no interest and no fees when payments are made on time. It’s that easy.
• IS THERE A COST FOR PAYING IN 4 INTEREST-FREE INSTALMENTS?
  There are no added costs or upfront fees when using this payment option. A late fee may be charged for payments made after the due date.
• WILL THIS IMPACT MY CREDIT SCORE?
  Klarna performs a credit check when you first create a one-time card in the shopping app or the first time you pay a seller with Klarna through their site. We may perform other credit checks for future purchases you make to keep our commitment to lending responsibly. The check is completed by a third party, Illion. This check will be visible on your credit report and could have a small impact on your credit score.
• WHAT HAPPENS IF I CANCEL OR RETURN MY ORDER?
  As soon as we have received and accepted your cancellation or return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
• WHY HAVE I NOT BEEN OFFERED PAY IN 4 INTEREST-FREE INSTALMENTS?
  Eligibility to pay in 4 interest-free instalments with Klarna is generated by algorithms that consider a number of factors. All orders are assessed individually, and if you have been accepted for a Klarna payment method before, it does not mean it will be offered for every order. In turn, being denied once does not mean you will be denied for all future orders.
• HOW DO I PAY FOR MY ORDER?
  As soon as your order is shipped, you will receive an email from Klarna outlining your payment schedule. Payments will be automatically withdrawn from the debit/credit card you provided at checkout.
• WHEN IS MY PAYMENT DUE?
  The first ¼ of your payment is due when your order has shipped. The remaining three payments will automatically charge every two weeks. Your payment schedule is sent via email and you can also access your payment schedule in the Klarna app by clicking on ‘Spending’, choosing the order you want to see, and then clicking on ‘Show Plan’.
• CAN I PAY BEFORE THE DUE DATE?
  Yes. Just open the Klarna app or log onto https://app.klarna.com/ to pay off your balance early.
• IS MY PAYMENT INFORMATION SAFE?
  Your payment information is processed securely by Klarna. No payment details are shared with [MERCHANT]. All transactions take place via connections secured with the latest industry standard security protocols.

SUSTAINABLE AND ALL-NATURAL

• Can the packaging be recycled?
  Yes! The plastic and cardboard packaging can be recycled in common recycling bins.
• Is the production of Peacelily products environmentally friendly?

  Yes! Peacelily mattresses features 100% natural Dunlop latex rubber foam, made from sustainably harvested sources. Our 100% natural rubber sap is carefully hand tapped. Compounded latex foam will then go through the manufacturing process which is a globally accepted Dunlop process.

  Once the mould is filled and tightly closed it will then go through a vulcanising chamber for curing. Adding more value to the green value chain – we use steam generated through biomass boilers. We also source the majority of wood fuel from the rubber plantations.

  The 100% natural latex mattress is then carefully stripped off from the moulds. Cooled and washed in fresh river water from sustainable local rivers.

• CARBON EMISSION REMOVAL?
  The rubber tree plantations used by Peacelily are very efficient in removing carbon emissions. Each rubber tree is sustainably tapped for 30 years and during this time manages to remove 1.76 metric tons of carbon dioxide from Earth's atmosphere. Every acre removes over 144 tons of carbon dioxide over it's lifetime!
• ARE PEACELILY PRODUCTS VEGAN?
  Yes!
• How natural are Peacelily products?

  We do not use any synthetic fillers and there are almost no chemicals in any of our bed products. Peacelily pillows, toppers, and mattresses are some of the most natural that can be found.

  The absence of any harmful chemicals has also been tested and certified by the ECO Institut and Oeko-Tex Standard 100.

  Even the glue in natural-latex mattresses is made of Sri Lankan rubber sap. The majority of the small amount of chemicals used in our bed products (for mattresses this is 4%) are needed to change liquid to solid rubber sap (through zinc oxide and sulfur). This is needed as latex is not enough to remain in solid state. There is an even smaller amount of ammonia placed in rubber sap to maintain quality in the delivery process. However, these quantities of chemicals would not cause any sort of health issues or concerns, especially for products with an organic-cotton cover layer.

  Furthermore, the mattresses do not undergo fumigation as our supply partners have been working with Australia for a long time and as such are not affected by this. Unlike bed products made of all other major material varieties specialty and gel-infused foam bed products, natural latex bed products contain no chemical flame retardants.

• Is the natural latex organic?
  In terms of GOLS organic certified latex, there are in truth a lot of lies surrounding this topic. In reality there is a very low supply of organic latex and as such it would be very difficult for a supplier to claim that they have organic latex. There has been many complaints about manufacturers claiming they have more organic latex than they do. Our manufacturer has the GOLS certification and has the most organic latex available out of anyone, however, as there is a low quantity still - we do not claim that it is organic latex as we are not able to provide it all as organic. Our mattresses are 100% natural and we have made the mattress as natural as possible, even using natural latex glue as an adhesive!
• How does my purchase affect the environment?
  A single rubber tree can make 3-8 latex mattresses. On average, one rubber tree can absorb approximately 1570 kg of carbon dioxide and be tapped for about 26 years over its lifetime. This amount of carbon dioxide absorbed equates to more than that emitted by three return trips for travelling between Perth and Sydney! Peacelily bedding products are FSC certified, which ensures forests that are healthy, jobs are provided for workers, and there are benefits to the local communities. You won’t be throwing away so many worn and expired bedding products into the landfill as Peacelily natural bedding products are so durable and the mattress can last up to more than two decades. Besides, if your nearby waste management system has the proper facilities, you won’t ever have to worry at all about creating waste when dumping a Peacelily bedding product into the landfill as the far majority of materials in our Peacelily products are natural and as such are very biodegradable! We can link you up with our mattress recycling partners if you want to cleanly dispose of your old mattress. Wastewater during latex production from rubber sap is not a severe problem as all the wastewater from Peacelily products is recycled so will not be released back to damage Sri Lankan water ecosystems.
• What is eco-INSTITUT certification?
  The eco-INSTITUT is an independent organisation in Germany who test products to ensure they do not contain any hazardous chemicals and will not produce off-gassing.
• What is OEKO-TEX certification?
  OEKO-TEX® is a worldwide consistent, independent testing and certification system for raw, semi-finished, and finished textile products at all processing levels, as well as accessory materials used.
• What is the Global Organic Textile Standard (GOTS)?
  The Global Organic Textile Standard (GOTS) is recognised as the world's leading processing standard for textiles made from organic fibres. It defines high level environmental criteria along the entire organic textiles supply chain and requires compliance with social criteria as well.

QUALITY ASSURANCE

• How is the natural latex produced?
  The natural latex in our bed products are produced from Sri-Lankan rubber sap, which is the highest quality in the world due to the ideal environmental conditions for rubber tree growth. The rubber-sap is also processed in Sri Lanka next to the rubber plantations, and the fabric in the covers is also located in similar proximity.
• What are the Dunlop and Talalay processes, and what type does Peacelily use?
  Peacelily mattresses are made by the Dunlop process. There are two methods the natural-latex mattress can be processed with: the Talalay and Dunlop processes. While both processes produce similar quality latex, the main difference is that Talalay undergoes more processing and is thus less environmentally friendly. Although Talalay is meant to be softer in nature due to the excess air in the material during the manufacturing process used to expand the latex, Dunlop latex can be made the same softness by adjusting the density.
• What is the quality guarantee of Peacelily bedding products?

  Natural latex is the most durable mattress material that is currently available and as such is much less likely than spring or memory foam mattresses to undergo deformations over time. As our latex is made of 100% natural foam and not synthetic latex, it will last a lot longer than synthetic latexes, and also much longer than memory foams without going hard and crumbly. Some latex mattresses have been known to last over 50 years and are still able to be used!

  The high quality of Peacelily natural latex products in Sri Lanka have been tested against natural latex made in Malaysia, Vietnam, Thailand, and across Asia.

  The health and comfort benefits of all-natural latex mattresses also come out at the very top when compared with other sorts of mattresses. The home-product quality of our natural-latex mattresses are certified by Landesgewerbeanstalt Bayern (testing for quality home and toy products) and SATRA Technology (product quality testing). Customers have been very satisfied with our bedding products and we believe it will be the same for you.

• How much weight can a mattress hold?
  350 kg
• Are the mattresses resistant to dust-mites?
  Yes, natural latex mattresses are repellent to dust mites, bed-bugs, mould, mildew and different types of bacteria.
• Why is it important to consider the lifespan of a mattress/ pillow and how do I check if I need a new one? What are factors that influence their lifespan?

  Factors that impact lifespan are frequency of use, weight, activity, and cleaning. The more pressure that is applied on the product and the more severe this pressure is, the more it wears. In regular mattresses, cleaning would be useful as it prevents bacteria, dust-mites, and mould from harvesting on the mattresses. However, natural latex mattress naturally fend off these problems.

  It is important to consider the lifespan of bed products as they may no longer feel as comfortable and provide the desired sleeping support (which is offered by new mattresses) after this duration. The products could become less resilient, and start to harbour bacteria, dust-mites, mould, and other allergens as well.

• I'm allergic to Latex?
  Most allergic reactions to latex occur with products which are made from cold-dipped latex. Cold-dipped latex products are stretchy products; such as latex gloves and balloons. In addition to this, our latex foam uses an open cell structure that is vulcanised in high heat and goes through an extensive washing process that absorbs a lot of water and then squeezes it out. This removes the vast majority of the allergy-causing proteins. Finally, there is the GOTS certified organic cotton cover that will be protecting your skin from coming into direct contact with the latex foam. However, we do recommend that you speak with your doctor.

WARRANTY AND TRIAL PERIOD

• How long is the Peacelily mattress warranty period?
  25 years - See our warranty page for details
• How long is the Peacelily mattress topper warranty period?
  10 years - See our warranty page for details
• How long is the Peacelily pillow warranty period?
  1 year - See our warranty page for details
• How does the 100 night mattress trial work?
  Try our mattress for at least 30 days. If you’re not satisfied with your purchase contact us at info@peacelily.com.au before the conclusion of the 100 night period to obtain a refund approval from the Peacelily team. To obtain a refund approval email us a photograph of the back and the front of the mattress. Your mattress will be picked up for free by our partnered Charity Organisation for donation in some areas of Sydney, Melbourne, Brisbane, Perth and Adelaide. Otherwise, you can drop your mattress off at one of our depots selected by our team which is closest to you. Peacelily will assist you in this case but will not pay for transport costs. Refunds are paid after the mattress is received in good condition. You must ensure that your mattress has no stains, tears or deformations due to misuse in order for your refund to be accepted. Once the item has been accepted for charitable donation you will receive the full amount that you had paid for the product. Please see our shipping and returns page for more information.
• How does the 100 night mattress topper trial work?
  Try our mattress topper for at least 30 days. If you’re not satisfied with your purchase contact us at info@peacelily.com.au before the conclusion of the 100 night period to obtain a refund approval from the Peacelily team. To obtain a refund approval email us a photograph of the back and the front of the mattress topper. Your mattress topper will be picked up for free by our partnered Charity Organisation for donation in some areas of Sydney, Melbourne, Brisbane, Perth and Adelaide. Otherwise, you can drop your mattress topper off at one of our depots selected by our team which is closest to you. Peacelily will assist you in this case but will not pay for transport costs. Refunds are paid after the mattress topper is received in good condition. You must ensure that your mattress topper has no stains, tears or deformations due to misuse in order for your refund to be accepted. Once the item has been accepted for charitable donation you will receive the full amount that you had paid for the product. Please see our shipping and returns page for more information.
• How does the 100 night pillow trial work?
  Try our pillow for at least 30 days. If you’re not satisfied with your purchase contact us at info@peacelily.com.au before the conclusion of the 100 night period to obtain a refund approval from the Peacelily team. To obtain a refund approval email us a photograph of the back and the front of the pillow. Your product(s) must be sent back to our selected depot in order to check the condition. Peacelily will assist you in this case but will not pay for transport costs. Refunds are paid after the pillow is received in good condition. You must ensure that your pillow has no stains, tears or deformations due to misuse in order for your refund to be accepted. Once it has been accepted at our selected depot you will receive the full amount that you had paid for the product. Please see our shipping and returns page for more information.