Frequently Asked Questions - Serenity HLP

Frequently Asked Questions

  • 100 Night Guarantee
  • Purchasing
  • Deliveries
  • Returns & Exchanges
  • Warranty 

How does the 100 Night trial work?

The Serenity HLP Mattress comes with a 100 night free trial guarantee.

If you don't love your mattress during the 100 night trial you can return it for a full purchase price refund.

If it's a matter of comfort, we have many comfort exchange options, all free of charge, and we would love to work with you to find total perfection for you.

If you are sure you wish to return the mattress we'll also cover the return costs. When we say free trial we mean free trial.

Are there any conditions on the 100 Night Trial?

It can take your body a few weeks to adjust to a new mattress. This is especially true for a zoned pocket spring mattress. We ask that you give your body three weeks to adjust before deciding that a Serenity HLP Mattress is not for you.

We also encourage you to use our free comfort foams swap over service first. It may be that you need a softer or firmer option. Our customer service team will be delighted to discuss this option with you.

We do suggest that you sleep on the mattress for a minimum of 7 nights before you swap the foams over as it can take a week for your body to begin adjusting to sleeping on a new mattress.

We highly recommend using a mattress protector at all times - your mattress must be returned in as new condition, not soiled or marked.

Which products are included in the 100 Night Trial? 

Only the Serenity HLP Mattress comes with the 100 night trial.

How does the Comfort System Exchange work?

The Serenity HLP is the only Australian made mattress with the ability to swap out the layers of foam until you find your perfect comfort.

You can create your own firmness levels that target specific parts of your body and sides of the bed. It works like this:

  1. You’ll initially choose between medium or firm, depending on your preference - and you can have half the bed in firm and half in medium if you like or full firm or full medium for all sizes over a double mattress.

  2. If - after you've trialled the comfort level you've chosen - you're not feeling 100% happy then you can change the entire firmness of the mattress or change specific areas depending on if you want more or less support

No matter your body type or preferred sleep position, we believe we are able to customise the perfect solution for you.

Our mattress is designed to be modular, meaning we can change components where needed, without taking the mattress back to a factory. You can adjust your mattress firmness in the comfort of your own home, no professional installation is required.

This is best handled over the phone - so when you're ready to change the comfort layers give us a call with your order number handy and we'll be ready to help.

Can I adjust one side only?

Yes you can, that's one of the key features of the Serenity HLP Mattress. Our Queen and King mattresses are designed with the comfort layer split into two sleeper sides for easier customisation.

If you only want to adjust the firmness of one side only , please contact our team and we will organise this for you.

For our Single, King Single and Double we do not offer Half-Half or segmented configurations. Any firmness adjustments for these sizes will be for the entire mattress.

Can I make adjustments after my 100 Night Guarantee has ended?

While you should find the perfect firmness within your first 100 nights, if your preference changes later you can always contact Serenity HLP to purchase different components.

How many times can I buy a mattress and return it for a refund? 

We will only offer the 100 night trial once per customer name, household and delivery address. So please choose carefully.

100 Night Guarantee

Purchasing Questions

How can I pay?

You can purchase a Serenity HLP on the website just like any other online purchase. Start by adding the products you wish to buy to the cart and then going through the checkout process.

You can pay with Visa, Mastercard, ShopPay, Google Pay, Apple Pay, American Express or use the finance options available at the checkout.

Do you offer finance options?

We do offer finance options online. We offer Afterpay, Latitude Pay and Payright.

Can I make a payment over the phone?

Yes, please give us a call and we will be able to assist you with making your purchase. We are only able to process sales with Credit Card over the phone. We are unable to assist with finance options, these can only be accessed through the website using the online purchase method.

Deliveries

Where do you deliver?

We offer free delivery to Melbourne, Sydney, Adelaide and Brisbane Metro Areas as well as the Regional Areas we service.

- For Metro Areas we offer free delivery and installation, including the disposal of all packaging. If installation is not required, then delivery is only to the Front Door.

In regional and other areas where installation is not possible, then delivery is to the front door provided there are no more than four external stairs leading up or down to the door, and good external access for the driver and their vehicle.

- Delivery is to the front door provided there are no more than four external stairs leading up or down to the door, and good external access for the driver and their vehicle.

For Occupational Health and Safety reasons, single couriers are not able to enter or deliver into your home.

Apartment deliveries will be to the front door of the apartment provided there is a lift and the stair limit is still met.

For everyone's safety, the drivers are unable to accept any assistance when delivering or unloading your items.

If access to your front door may be tricky for the courier, or the location exceeds our stair limit, please get in touch with us to let us know about any potential issues.

Call us on 1300 247 071

Contactless Delivery - Covid 19 Guidelines

In line with World Health Organization recommendations, we offer contactless delivery to ensure that there is no contact between drivers and customers.

Your order will still be delivered to your front door (noting access should be good for the driver and vehicle), and drivers will still knock on your door or ring your doorbell. They will also need to note down the name of the person accepting delivery and in some instances may ask for ID as proof of purchase.

In Metropolitan & surrounding serviced areas drivers may need to take photos of the delivered products and your letterbox in order to verify delivery.

I live in an apartment can you deliver to me?

Yes of course – our mattresses are designed for ease of delivery. They’re perfect for apartment dwellers.

The drivers will meet you on the ground floor and you’ll be able to take your mattress from them straight to your apartment with ease.

I live in Melbourne can I pick my mattress up from your factory?

Unfortunately this isn’t an option. We offer free delivery so there’s no need to organise to collect the mattress yourself. We’ll deliver it directly you to in no time.

I’ve placed an order and I need to change my delivery. How do I do this?

Please call us immediately on 1300 247 071 so that we can help re-organise this for you.

What can I do if someone can’t stay at home for the delivery window?

Provided it is safe to do so, you can provide authority to leave for the driver to leave your items in a secure and dry area, like around the back of your house, on a veranda, or under a carport.

If you wish to add these instructions to your delivery please email hello@serenityhlp.com.au with your order number and instructions at least 24hrs prior to delivery.

I missed the delivery driver – what do I do now?

The delivery company will have left you with a card letting you know that you need to call them to reschedule your delivery. Please call them first and if you need any additional help please give us a call.

Can you collect my old mattress?

We are unable to collect your old mattress or any furniture when we deliver your new Serenity HLP.

Many charities will collect bedroom furniture – but not mattresses for free. Contact your local charity and find out what they can help with.

We can however recommend a number of collection services in your area.

Your local council may also be able to assist you with scheduled collection or during your local council hard rubbish collection.

Sydney

Soft Landing – www.softlanding.com.au

Melbourne

Soft Landing – www.softlanding.com.au

Bed Collect – www.bedcollect.com.au

Brisbane

-

Perth

Soft Landing – www.softlanding.com.au

Returns and Exchanges

Do you pay for return shipping?

Return Shipping is covered for Melbourne, Sydney, Adelaide and Perth Metro locations.

If you’re in Melbourne, Sydney, Adelaide and Perth Metro locations we will organise for the mattress to be collected. We will then organise a full refund to the credit card you made the purchase with in the first instance.

If you’re outside of these listed metro areas you’ll need to ship it back to one of our freight centres. We will then organise your refund as soon as it’s been returned.

Please contact us on 1300 247 071 to organise your return or complete the Return Mattress form found here

What happens to my returned mattress?

All of our returned products are either recycled or donated to those in need through our charity partners.

We never resell or send out returned products.

How long will it take for my refund to be received?

From the day your mattress is returned your refund may take up to 7 days to be returned to your original payment source. If your refund hasn’t been returned within 7 days of submission and our confirmation that your mattress has been collected please contact us.

Can I have the funds returned to a different account to the one I paid with?

No. The funds can only be returned to your original source of payment electronically.

Can you collect my old mattress?

We are unable to collect your old mattress or any furniture when we deliver your new Serenity HLP.

Many charities will collect bedroom furniture – but not mattresses for free. Contact your local charity and find out what they can help with.

We can however recommend a number of collection services in your area.

Your local council may also be able to assist you with scheduled collection or during your local council hard rubbish collection.

Sydney

Soft Landing – www.softlanding.com.au

Melbourne

Soft Landing – www.softlanding.com.au

Bed Collect – www.bedcollect.com.au

Brisbane

-

Perth

Soft Landing – www.softlanding.com.au

Warranty

What items have a warranty? 

All items have individual warranties. You can read our warranty terms on the Warranty page of our website.

All Serenity HLP Mattresses come with a 15 Year Warranty.

What are the terms of the warranty?

Warranty Terms can be found here.

What kind of base do I need to use with my Serenity HLP mattress

Why does the wrong base void my warranty?

Pocket Spring matttresses are designed to sit on flat surfaces. Unlike all foam or traditional coil mattresses Pocket Spring Mattresses are designed in such a way that they need to be supported across the whole weight of the mattress.

Sprung bases and some adjustable bases as well as bases that do not provide adequate support and allow the mattress to sag will void your Serenity HLP mattress warranty.

If using a slatted base, please ensure that the distance between the slats is less than 8cm. The reason for this is that the pocket springs need support in order to function correctly. Gaps wider than 8cm will leave a significant number of springs unsupported and will affect both the feel and longevity of the mattress.