Order processing

How much will my postage cost?

$12.95 is our standard shipping cost which covers most items available for purchase on our website.
Postage costs are a flat rate based on the biggest item in your order. For standard shipping cost items, shipping will be free when the value of the cart reaches more than $150.
$39.00 is our bulky items shipping cost for products such as bigger quilts or mattress toppers. If you have one or more of these items in your order, the postage cost will reflect the bulky items charge. 
$49.00 is our large bulky items shipping cost for products such as medium rugs, medium artificial plants, large wall art or smaller furniture pieces. If you have one or more of these items in your order, the postage cost will reflect the bulky items charge.
$79.00 is our oversized shipping cost for our largest items we offer such as large artificial plants, mattress toppers or furniture pieces. If you have one or more of these items in your order, the postage cost will reflect the oversized charge.

All products that incur bulky/oversized shipping fees are identified on the product details page for each product. 

Will I be charged delivery for a gift card purchase?

We have two types of gift cards. A) Physical gift card, B) e-Gift card. Gift cards must be purchased as a separate item from other product on our website. We do not charge for delivery of our gift cards.

Does Pillow Talk offer free shipping?

In some promotional periods during the year we offer free shipping for a limited time, however during regular trading, shipping will be free when the value of the cart reaches more than $150 (excluding bulky/large bulky/oversized products which is identified on the product details page for each product). We aim to offer our customers the best value possible for their online orders, so we do subsidise postage costs where we can.

Where do you ship to?

We offer shipping for all stock available for delivery, Australia-wide except the following Islands: Badu Island, Christmas Island, Cocos Islands, Coochiemudlo Island, Elcho Island, K'gari (formally Fraser Island), Hamilton Island, Lord Howe Island, Mabuiag Island, Magnetic Island, Moreton Island, Norfolk Island and Palm Island. 

Can I have items delivered to a store to pick up for free? 

If product(s) or required quantities are not currently available in your local store but available in our warehouse, please either contact our Comfort Concierge team during available hours via Live Chat, on 07 33389402 or email us at comfortconcierge@ptpl.com.au or drop in to your local store to arrange Delivery to Store free of Charge (including Bulky or Oversized goods). 

All Deliver to Store orders are processed and delivered from our warehouse to your selected store for collection - free of any delivery fees. Once the store receives your products, they will call you to let you know your order is ready for collection. Any uncollected orders will be cancelled and refunded after 30 days

Do you deliver to PO boxes?

Yes we do, however, we have limitations and cannot ship certain products to a PO BOX e.g. large, bulky items or oversized items as classified on the product page.

Delivery times:

How long will my order take to ship out?

We allow 1-5 business days (excluding public holidays) for orders to be picked, packed and posted. 

How long will my order take to arrive?

Delivery times will vary depending on your location in relation to our warehouses in Brisbane, Queensland. Please call 1800 630 690 or email our customer care team on customercare@pillowtalk.com.au with your order details for a delivery time estimate. Please be mindful that high volume sales periods such as Black Friday and Christmas, may result in delivery delays due to increased volume of packages through the courier network.

On completion of your order:

How will I know if you have received my order correctly?

You will receive a confirmation email showing all items and quantities purchased in your order. If you do not receive this email please check your junk and spam mail boxes. If you are unsure if your order was completed successfully, please call 1800 630 690 or email our Customer Care team on customercare@pillowtalk.com.au

Tracking your order:

I've made an order, am I able to track it?

If you have created a Pillow Talk account, you can log in to see how your order is progressing by looking at your order history.

For updated information regarding your order and how you can track it, please email our Customer Care team at customercare@pillowtalk.com.au alternatively call 1800 630 690 should you require further assistance. Please note our Customer Care team are able to respond to queries 7 days a week. Their hours are listed here.

I've received my tracking number but every time I go to look at it, it comes up 'Invalid Tracking ID'?

It can take up to 24 hours to show a valid tracking number reference and details. Prior to this time, the tracking number or article ID will not be recognised in the system. Please wait a day or two and then try again. If you are still experiencing issues, please contact our Customer Care team on 1800 630 690 or email customercare@pillowtalk.com.au.

Invoice:

Where can I find my tax invoice?

We will email you your order confirmation which will include your tax invoice. Please retain this as proof of purchase. If you have not received your order confirmation, please contact Customer Care on 1800 630 690 or email customercare@pillowtalk.com.au and we'll be more than happy to help.

Sending your order to a different delivery address:

I want to send my order to an address other than my home address, how can I do this?

Simply enter the address details you’d like the order to be sent to in the checkout. We will email you a copy of the order confirmation/invoice for your records, so please retain this as proof of purchase.

Overseas delivery

Do you ship overseas?

Unfortunately, we do not offer international delivery for online orders at this time. Shipping is available throughout Australia only.

Click & Collect

Do you offer Click & Collect?

Yes, Click & Collect is available in all Pillow Talk stores. With this free service, next day collections are available for orders placed by 5pm. You will receive an SMS or email when ready to be picked up.

What do I need to provide to collect my order?

To collect your order from store, you will need to show staff a form of photo identification and the order confirmation email or text message you have received from Pillow Talk. 

Can someone else collect my order on my behalf?

Yes, someone else can pick your order up. If you would like to arrange for someone to collect your order on your behalf, please ensure they have a copy of your confirmation email or text message from Pillow Talk and can show photo identification. Unfortunately, we are not able to release orders to third party drivers such as Uber, Air Tasker or carriers, due to fraudulent activity. If you are struggling to collect your order, please contact our Customer Care team to extend your pick up time.

How long will the store hold my Click & Collect order?

Once you have received your confirmation text message to say your order is ready for collection, the store will hold your order for up to 7 days. If a store is closed for any reason, we will hold your order until the store reopens. If we are unable to make contact after this time, we will cancel the order and will issue a refund via your original payment method.

Returns & Exchanges

Can I exchange items purchased online?

Regardless of whether the item is sold at full price, on sale, or as a clearance item (unless otherwise stated in the list of excluded change-of-mind products), we offer exchanges or refunds at any of our stores or through post service if:

• You have proof of purchase (either the tax invoice sent with your order confirmation or packing slip sent with your parcel);
• You purchased the product in the last 30 days; and
• The product is in its original saleable condition with all packaging and labels and has not been washed, used or worn, and, if a perishable product, is not expired.

The item I purchased is faulty, can I exchange or get a refund?

Please reach out to our Customer Care team immediately if you encounter any issues with the products you've received. Please include your order number and provide additional details, and we will promptly investigate the matter for you. Rest assured, we will uphold our commitments under the Australian Consumer Law, ensuring that you receive an exchange, refund, or compensation in the event of a major problem with an item.  

How do I organise a return for a product I purchased online? 

Products (excluding eBay purchases) that you have purchased on www.pillowtalk.com.au can be returned either:

In store: Return the products to any of our 68 retail stores: https://www.pillowtalk.com.au/find-a-store/

By Post:

1)      Please contact our Customer Care here prior to returning it to receive a returns ID number.

2)      Take it to your local Post Office to be returned to:

Pillow Talk Customer Care

PO Box 1122

Oxley QLD 4075

Please note: Shipping fees for returns will apply. 

What products are excluded from change of mind returns/exchanges? 

Due to hygiene considerations, we do NOT accept exchanges or offer refunds for change-of-mind returns on quilts, pillows, mattress toppers, mattress protectors, pillow protectors, underblankets & electric blankets. We kindly ask that you carefully consider your choices before purchasing these items. If you require additional help when purchasing these products, please don’t hesitate to chat to one of our LiveChat team members. 

I don’t have a receipt, am I able to return a product? 

To process returns, you must provide a receipt or other verifiable proof of purchase, such as the tax invoice included with your order confirmation, or the packing slip enclosed with your parcel. Pillow Talk reserves the right to decline refunds for purchases lacking proper verification.

Can I return a clearance or sale product? 

Certainly, regardless of whether the product is at full price, on sale, or offered as clearance.

What is your Refund & Returns policy?

You can view our refund & returns policy here. 

Can I return a product purchased on eBay to my local Pillow Talk store? 

Unfortunately, no, all purchases made via Pillow Talk’s eBay store must be initiated via the eBay returns portal.

Can I return a product purchased via AfterPay or ZipPay?

Certainly. In the event that the purchase was conducted through a buy now pay later payment service, any refunded funds will be credited back to the associated account, resulting in an adjustment of the balance accordingly.

What is the Christmas returns policy?

Shop stress-free this Christmas with extended returns! Purchases made from 18th November onwards have an extended return period until 31st January 2025. All standard return conditions apply, including providing Proof of Purchase and ensuring that the product is in its original, saleable condition with all packaging and labels intact. Items must not have been washed, used, or worn, and perishable products must not be expired.

Products

Why do towels go hard?

When washing towels, using too little detergent allows mineral salts in the water supply to be deposited back into the fibres during rinsing. Hard or coarse feeling towels can also be a by-product of drying towels in direct sunlight or on too high a heat setting in the tumble dryer. Make sure to always dry towels in the shade or tumble dry on a cool to warm setting.

What are the benefits of a feather and down fill quilt?

The feather and down filling in our quilts are designed by nature so the insulating qualities are unsurpassed. Being all natural, feather and down also allows the body to breathe, so not only will you be warm in winter, but it will also help to keep you cool in summer. The higher the percentage of down - the warmer and lighter a quilt becomes. The higher the percentage of feathers - the cooler and heavier a quilt becomes.
Feather and down quilts work by trapping air, which in turn traps heat. So the more you fluff the quilt up, the more air you trap, and the warmer it will be. The more you pat it down, less air is trapped, and the quilt is cooler. This makes feather and down one of the most versatile quilt options.

What is the benefit of a wool quilt?

Wool is one of the best materials to sleep under in this often-humid climate. It absorbs more moisture than other materials and as with feather and down, wool is natural, so allows for air circulation. Wool quilts are heavier than feather and down, giving you a secure, weightier feel.

What is the difference between a comforter, a bedspread and a coverlet?

A comforter is usually the same size as a quilt cover - it drapes over the sides of the bed but unlike a quilt cover it has the “inner” sewn inside the cover permanently.

A coverlet is a lightweight throw over, it is usually larger than a quilt cover so that it drapes further down the sides of the bed but doesn't touch the floor. A coverlet is usually embroidered or lightly quilted and is perfect for transeasonal weather for an extra layer, or during summer on its own as an alternative to a quilt.

A bedspread is similar to a coverlet but is designed to fall right across the bed all the way to the floor. In the past, we have offered different options such as fitted and throw over styles which come with a turn back to cover the pillows rather than pillowcases. We currently don't offer these as part of our range.

A bed cover is the nearest equivalent to a bedspread, it falls close to the floor. It is only available in the throw over style.

Does Pillow Talk offer sheets for a Super King bed?

Pillow Talk has been using the Super King name to describe deep wall King sheets for the last ten years. In recent times, we are aware that this name has been used to describe other sizes of beds/mattresses, which has caused some confusion. If your mattress is 203x203cm square, please look for the Ultra King size when shopping with Pillow Talk.

Are there different sized fitted sheets for deeper mattresses?

There are many different mattress sizes, so we stock sheets that will fit mattress depths all the way up to 50cm. Super Queen and Super King sizes will fit Queen or King size beds that have a deeper mattress. Please refer to our sheets buying guide here.

What is the difference between a standard pillowcase and a tailored pillowcase?

Both standard and tailored pillowcases are the same size and fit the same size pillows, but a tailored pillowcase has a design detail which is an extra piece of fabric that creates a border effect all the way around the pillowcase.

Do you offer sheets to fit King Single sized beds?

We stock a large range of sheets to fit both Single and King Single sized beds so that the fitted sheet fits snugly. For a King Single size bed, we recommend a Double size quilt cover. A King Single bed measures approximately 107x203cm and the Double quilt cover is 180x210cm so allows for a generous 36cm overhang on each side.

Do you offer sheets to fit a split King or long Single size beds?

We don't currently stock products to suit the long single size (91x203cm).

My mattress is too hot, can you help?

Often synthetic mattresses and toppers can feel too warm especially in warmer climates. Since they are made from synthetic (man-made) fibres, they do not breath as well as natural products. We recommend choosing a natural fibre underblanket such as our woollen underblanket to solve this problem. Wool is a natural fibre, so it breathes and draws the moisture away from the body. Most of our underblankets are reversible with one side wool and the other cotton for year-round comfort. The cotton side up will help cool your mattress down.

Do you offer King Single size quilts?

King singles don't have a dedicated size when it comes to quilts. A King Single bed measures approximately 107x203cm and the Double quilt cover is 180x210cm so allows for a generous 36cm overhang on each side.

The picture of this cushion shows two cushions, but there's only one colour selection, do I get two cushions?

Where two cushions are shown in an image on our website with one behind the other, this generally represents both the front and reverse of one single cushion in that colourway. If we are selling a pair of cushions, we'll clearly state this in the name and description.

Do the bathroom accessories come as a set?

Our bathroom accessories are sold as individual items, not as a set, unless otherwise noted in the item description. The accessories are often photographed as a set to show what is available as matching accessories, but they are sold separately.

Miscellaneous

Can I buy an 'out of stock' item?

‘Out of stock’ usually means we do not have stock available for purchase online, but we may have stock located in our stores. We encourage customers to check ‘stock in store’ on the website to see if the chosen item is available in a store for collection. Otherwise, please call our Customer Care team, or email us at customercare@pillowtalk.com.au and we will assist you in locating the item in one of your nearest stores.

Can I get my order gift wrapped?

Gift wrapping is not a service currently offered at Pillow Talk, however we do offer gift wrapping items as part of our Christmas range, such as gift bags, cards and gift tags.

My password doesn't work, and I have an account – how can I log in?

Your account is still saved with us, all you need to do is give our new website a friendly reminder by selecting the "forgot password" link. From here you will receive instructions on how to reset your password via email, and your account details will cross over to our new site.

Can I check if an item is available at my local store?

Yes, you can set your local store at the top right of our website. Once this is done, you can check whether a product is in stock at your local store, by browsing the product details. You can also call your local store to confirm, or contact our friendly Customer Care team.

I've put the wrong address on my order, what can I do?

Please connect with our Customer Care team as soon as possible, either by phoning 1800 630 690, email us at customerservice@pillowtalk.com.au, or via our live chat service. If the order hasn't been packed, we can change the address for you. Please note our Customer Care team are able to respond to queries 7 days a week. Their hours are listed here.

What is Pillow Talk's commitment to sustainability?

Giving back to the planet and our community is woven into the fabric of Pillow Talk and for over 40 years we have pledged to bring our customers the comfort of confidence in shopping with us. Our journey is ever evolving, and we’re dedicated to giving you the comfort of knowing that you are purchasing responsibly with a company that is committed to our people, the planet, and products. Read more here

What does Pillow Talk do to minimise the risk of modern slavery and human trafficking in its operations and supply chain? 

Pillow Talk is dedicated to conducting its business legally and ethically and collaborating with suppliers that share these values. We require our suppliers to comply with all relevant legislation and laws including Modern Slavery laws.

Our Modern Slavery Policy sets out the requirements and responsibilities that Pillow Talk will undertake to assess and reduce the risk of Modern Slavery within its supply chain and operations. This includes risk assessment strategies for measuring and adjusting practices and introducing new measures where required to address any perceived or actual risks. You can read our full Modern Slavery and Human Trafficking Statement here.

To know more about our Click & Collect service click here. If you have questions about our Club Comfort loyalty program, please click here.

Do you have a question that you can't find the answer for? Please call our friendly customer care team
on 1800 630 690 or email us at customercare@pillowtalk.com.au and they will be able to answer your query.