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FAQs

1. ORDERING

Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest every time.

However, by setting up an account, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

How do I create an account?

Please click on the icon at the top right of the screen (0utline of a person) and “Login” followed by ‘Create An Account’ and fill in your personal particulars. You will also be able to shop first, then create an account when prompted during the checkout process.

How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

How do I know my size?

Please refer to the sizing guide available on each product page.

What is a Wishlist ?

Alongside each product you will find an ‘add to wishlist’ option which – once selected – will allow you to add that product to your wishlist page. You may add as many products as you wish to your list. Alongside each entry one may then select options (such as size and colour) or if that does not apply, add the product directly to your wishlist cart. Please note by adding to your wishlist you have not purchased anything nor are you under any obligation to do so. You also have the ability to share your list to Facebook or email to a recipient or recipients of your choosing. Note that lists are saved by storing cookies via your browser onto your computer. Read more about cookies and your privacy. In the event that cookies are deleted from your computer your list could potentially be lost.

Please note: Products added to your wishlist are not reserved and are subject to availability at the time of purchase.

Why do I have problems adding items to my shopping cart?

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

What happens if an item is out of stock?

When you choose your size and colour (by clicking on the colour block) you will be shown if the item is out of stock. Please contact us if you would like to be notified when it is back in stock. If you have been able to purchase an item, but it is no longer available, we will notify you immediately to offer a refund, notify you of the new stock arrival date or offer an alternative.

How do I pay for my orders?

We accept payments via credit and debit cards such as well as electronic bank transfers (EFT). If you do pay via EFT, we will require a proof of payment to be e-mailed to us before we process your order.

How do I know my payment is secure?

Your payment will be processed via PayGate’s secure payment gateway. The Sleep collective does not have access to or hold your credit card information.

Can I amend and cancel my order?

An order may be cancelled by the customer if payment has not yet been made. Once payment has been made by the customer for an order, the order can only be cancelled or amended before it has been dispatched by The Sleep Collective.

I have a discount or voucher code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your order has been received. However, do note that orders will only be processed when your credit card payment has been approved and billing and delivery address is verified.

2. SHIPPING & DELIVERY

When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays.

How long will it take for me to receive my order?

The delivery time frame is approximately 2- 5 working days from the time of placing your order. You will be notified via e-mail with a more accurate time-frame relating to your order.

How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with the service provider or we can do it for you, if you wish.

What are the shipping charges?

Shipping on all orders below R500 total are charged at R80. If you spend over R500, shipping is free. Your order will be dispatched via a courier or the post office depending on your location. Please view our Delivery and Returns.

Can I change my shipping address after my order has been confirmed?

Unfortunately, we are unable to redirect orders once your order is confirmed. Therefore, please ensure you provide the correct physical shipping address.

I’ve received a defective item, what should I do?

We apologize if you have received a defective item from us. Please contact our Customer Care Team at returns@the sleepcollective.co.za with a snapshot of the product and we will get back to you as soon as we can to arrange an exchange.

I’ve purchased the wrong size or color

Simply notify us as soon as possible within 7 days to organize an exchange. Please see our returns policy here.

I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at orders@thesleepcollective.co.za if you have not received your parcel within the stipulated time-frame and we will assist you accordingly.

Will there be an additional charge for re-delivery?

Unless a product is defective, returns and exchanges will be at your own cost and can be quoted on.

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