Returns and Refunds
Visit our returns portal here.
Need help with a return?
We want you to shop with confidence, knowing you can return your purchase for a refund, exchange or gift card—whether it’s a sale, full-price or clearance item (unless specified in the excluded change of mind products below). To be eligible:
- You’ll need proof of purchase (either your tax invoice or the packing slip included with your order);
- The purchase was made within the last 30 days; and
- The product is unused, unwashed, in its original saleable condition, with all packaging and labels intact. If it’s a perishable item, it must not be expired.
If your purchase included a ‘Gift with Purchase’, the gift must also be returned with the original item.
Returning Items Online via the Returns Portal
Online delivery purchases can be returned using our Returns Portal.
For change of mind returns processed through the portal:
- A flat-rate return shipping fee of $9.95 will apply. This will be deducted from your refund total.
- Refunds will be processed to your original payment method.
- Postage charges are non-refundable unless the item is being returned under a warranty claim.
Returning Items In-Store
You can return your items at any Pillow Talk store, whether you purchased them in-store or online.
Refunds will be processed using your original payment method—please bring the same card or device you used for the original purchase.
The benefits provided under our ‘change of mind’ returns policy are in addition to your rights under the Australian Consumer Law.
Excluded Change of mind products
For hygiene reasons we do NOT exchange, or refund change of mind returns on:
- Quilts
- Pillows
- Mattress Toppers
- Mattress and Pillow Protectors
- Underblankets
- Electric Blankets
Please ensure you select these items carefully before purchase.
Incorrect or Faulty items
Please visit our returns portal straight away if there is any issue with products received, with your order number and further details and we will investigate this for you. We will honour our obligations under the Australian Consumer Law and provide you with an exchange, refund or compensation if an item has a major problem. This is when the item:
- has a problem that would have stopped you buying it had you known about the problem;
- is unsafe;
- is significantly different from the description or sample shown to you; or
- does not do what we said it would, or what you asked for and cannot be easily fixed.
For warranty claims, proof of purchase is required, and we reserve the right to assess the condition and age of any returned goods prior to offering an exchange, refund or compensation.
If you have any queries about warranties or returns, please contact our friendly Customer Care team who will be more than happy to help. You can email us at customercare@pillowtalk.com.au, Chat with us via Live Chat or call us on 1800 630 690.
Proof of Purchase
Returns must be accompanied by a receipt or other itemised, verifiable proof of purchase such as the tax invoice sent with your order confirmation or packing slip sent with your parcel). In certain circumstances, you may be required to provide further information such as photo identification for loss prevention or legislative requirements. Information collected in this manner will be stored securely in accordance with Pillow Talk’s Privacy Policy. Pillow Talk retains the right to refuse a refund for unverified purchases.
Returning products to Pillow Talk
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 retail stores: https://www.pillowtalk.com.au/find-a-store/
Online: Please visit our returns portal here.
Buy Now, Pay Later
If the purchase was made through a buy now pay later payment provider, the refunded money will be returned to the account held, and the balance will then be adjusted accordingly.
To find out more about Afterpay visit www.afterpay.com
To find out more about Zip visit https://help.zip.co/hc/en-us
eBay
All purchases made via Pillow Talk’s eBay store must be initiated via the eBay returns portal. Please contact our Customer Care team at customercare@pillowtalk.com.au or call us on 1800 630 690 if you require support in this process. Please note unfortunately, we are unable to process refunds or exchanges in-store for eBay products.
Updated: 28/03/2025
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