Lana Support Mattress

Custom Made Mattress and Furniture Orders 

Thank you for choosing Creswick Woollen Mills (Creswick). The following terms and conditions apply to all Creswick Natural Sleep custom-made mattress and furniture orders. Please read them carefully prior to confirming your purchase.  

1. Custom Made Products 

All Creswick Natural Fibre mattresses and furniture are made to order according to the specifications selected and confirmed at the time of purchase. 

2. Production and Delivery Timeframes 

Estimated delivery time for custom-made items is between 3 and 12 weeks, depending on the products ordered and production requirements. We will communicate with you the expected production timeline once the full order details have been confirmed with customer service.  

These timeframes are estimates only and may vary due to manufacturing or supply factors outside Creswick’s reasonable control. 

3. Order Confirmation 

After your order has been placed online, a member of our Customer Service team will contact you during business hours to: 

Production will not commence until this confirmation process has been completed. 

4. Cooling-Off Period 

A 72-hour cooling-off period applies from the time of purchase. 

During this period, customers may request cancellation of their order by contacting Creswick Woollen Mills, Customer Care Team. Once approved, if production has not commenced, the order may be cancelled and a refund processed back to your original payment method between 5-10 business days. 

5. Orders Paid in Full (Without Finance) 

Once the order has been paid in full and production has commenced, the sale is considered final and Creswick is unable to offer refunds or exchanges for change of mind, except where required under Australian Consumer Law. 

Cancellation Prior to Delivery 

Requests to cancel an order prior to delivery may be considered at Creswick’s discretion. 

If a cancellation is approved, Creswick may deduct an amount representing reasonable costs incurred as a result of the cancellation. These may include but are not limited to: 

Any approved refund will be processed less these reasonable costs. 

If promotional or complimentary items were supplied as part of the order, Creswick reserves the right to deduct the retail value of these items from any refund amount. 

6. Delivery and Storage 

Customers are expected to accept delivery at the pre-arranged and agreed delivery date and time between yourself and third-party delivery provider.  

If a customer requests delayed delivery or is unable to accept delivery as agreed, Creswick will apply a storage fee of $50 per week until delivery can be completed. 

7.Third-Party Delivery Provider 

Creswick utilises independent third-party delivery providers to complete customer deliveries and assemblies. 

Creswick will make every reasonable effort to assist customers and liaise with the delivery provider to help resolve any issues that may arise, as such, Creswick cannot guarantee or control all aspects of the delivery service, and certain matters may be subject to the policies and discretion of the delivery provider. 

8. Failed Delivery 

If delivery cannot be completed because the customer (or authorized representative) is not present at the agreed delivery time, a re-delivery fee will apply. 

9. Re-Assignment Service  

Creswick offers a Mattress Re-Assignment Service to assist customers who wish to change the comfort layer of their mattress, after purchase. Eligible customers may request a reassignment between 120 days and 12 months from the date of purchase, provided the mattress has been used and maintained in accordance with the policy requirements and remains in acceptable condition. Fees apply. 

The service is limited to one reassignment per order, may require the mattress to be returned in suitable packaging, and delivery fees may apply for the replacement mattress. Certain purchases, including floor stock, clearance items, and mattresses that are damaged or soiled, are not eligible.  

Full eligibility requirements, exclusions and conditions can be found in our complete Terms and Conditions at: {link} 

Nothing in these Terms and Conditions excludes, restricts, or modifies any rights you may have under the Australian Consumer Law (ACL). 

10. Australian Consumer Law 

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.  

You are entitled to: 

You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.