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Post-sales service

100-Day Trial

We are committed to delivering the best sleeping products to all of our customers. We offer a 100-day trial for all of our latex mattresses. During this trial period, should you discover that the mattress you purchased is too firm or too soft, you can request a change of the mattress core free of charge (Perth Metro area only). We want to make sure you get the right feel for your new mattress.
However, if the second mattress core is still not right for you, we can change the feel of the core again, but we will then charge a nominal fee to cover our transport costs (Perth Metro area only: AUD95). The timing of the exchange depends on the availability of the cores.
All 100-day trial enquiries will be managed by our agent in Australia, European Bedding,  based in Perth. Please note that this 100-day trial does not apply to toppers, customised mattresses, and bedding accessories. To be entitled to a mattress density swap, the mattress must not be found dirty, marked, damaged, or abused when inspected by the Heveya® staff.

Free Delivery

For purchases above AUD 400, we will deliver your products free-of-charge.
For purchases below AUD 400, there will be a delivery charge of AUD 15 per trip.
For purchases online, we will contact you within 24 hours during working hours to arrange for delivery. Please note that we deliver only to addresses within Australia.

Free delivery for orders over $400 applies to small items only. For mattresses and toppers, a delivery surcharge will apply and be managed by our local supplier European Bedding in Perth, Western Australia.

Payment

We accept credit card payments issued by Visa, Master Card and American Express. All payments are processed securely online via Shopify Payments, PayPal or GrabPay. 

Care Instructions

The Mattress

Airing of the bedroom
Regular airing of the bedroom will guarantee a healthy and pleasant environment for yourself and your mattress. High humidity in combination with inadequate ventilation (for example, in the case of closed wardrobe beds) can lead to damp stains (mildew). Damage due to damp stains is excluded from the guarantee.

Airing of the mattress
The fabric of the Heveya® mattresses is composed of soft, natural materials, which must be aired. If you cover it with bedding, make sure that the latter is permeable to air and moisture.
As with all new things, Heveya® mattresses have a specific intrinsic smell. If the mattress is aired, this will disappear within a few days, and is absolutely harmless.

Turning
Turn the mattress regularly. We recommend that you turn your mattress every year. This way, the material can recuperate more easily, and the sleeping comfort will be retained for an even longer time.

Form and volume
The core and the upholstery of Heveya® mattresses consist of soft materials and can change slightly in width, length and height during storage, transportation and use. This will impair neither the sleeping comfort nor the quality, and is no ground for a claim under the guarantee.

Cleaning
All the covers of Heveya® mattresses can be dry cleaned. Washable models are specially marked. Please follow the textile instructions at all times (see label). We will accept no guarantee liability for incorrect washing/cleaning. We recommend you to clean your mattress cover at least once a year.

UV light
Never expose your uncovered latex core to UV light - daylight or sunlight - as it increases the aging of your mattress dramatically.  Mattresses exposed to UV light do not fall under guarantee.

  

The Slatted Bed Base

Slats
The flexibility of the slats contributes considerably to your sleeping comfort. For this reason, you should avoid unusual loadings, for example, standing or jumping on the bed base. Damaged slats should be replaced immediately as a pair. Slats or joints damaged by improper use such as standing or jumping do not fall under the guarantee.
The slats consist of multiple glued beech-wood laminates, a natural and living material, which can easily alter in the course of use. This is normal, and does not provide grounds for a claim under the guarantee.

Cleaning
The slatted bed bases require no special care. We recommend a dry cloth for the occasional removal of dust.

Warranty

Our warranty terms outline the coverage, duration, and conditions for all Heveya® products. For complete details, please download the full statement here.