Delivery & Returns

Delivery

Coverage

Loft V2 delivers to all Australian states and territories. Mattresses are shipped directly from our Australian warehouse in original OZ Design Furniture packaging.

Estimated delivery times

Region	Estimated delivery
Sydney, Melbourne, Brisbane (metro)	5–7 business days
Adelaide, Perth, Canberra (metro)	7–10 business days
Regional / rural addresses	10–15 business days
Remote areas (NT, far western QLD/WA)	15–20 business days

Delivery times are estimates and may vary during peak periods (December, January). You will receive a tracking number by email once your order ships.

Delivery method

Mattresses are delivered by our freight partner as a kerbside delivery — the driver will bring the mattress to the ground floor of your address. If you require in-room placement or removal of your old mattress, please contact us at hello@loftv2.com.au before ordering to arrange a premium delivery service (additional charges apply).

What to expect on delivery day

• You will receive an estimated delivery window by SMS or email from our freight partner.
• Someone must be present at the delivery address to sign for the mattress.
• Inspect packaging before signing — note any visible damage on the delivery docket.
• Mattresses arrive in their original OZ Design Furniture carton packaging.

Returns & Refunds

Change of mind

We do not offer change-of-mind returns on mattresses once delivered, as per standard industry practice for hygiene reasons. We strongly encourage you to visit an OZ Design Furniture showroom to test the mattress in person before purchasing — the Pure Slumber and Domino Luxe ranges are available to trial in-store.

Faulty or damaged goods

If your mattress arrives damaged or develops a manufacturing fault, you are covered under Australian Consumer Law and the manufacturer's warranty (see below). To start a return or warranty claim:

1. Email hello@loftv2.com.au with your order number and photos of the issue.
2. We will assess your claim within 2 business days and coordinate directly with OZ Design Furniture on your behalf.
3. Approved returns will be collected at no cost to you and a replacement or refund arranged.

Your rights under Australian Consumer Law

Nothing in this policy limits your rights under the Australian Consumer Law (ACL). If a product has a major failure, you are entitled to a replacement or refund. If it has a minor failure, we may repair or replace the item. For more information, visit the ACCC website.

Warranty

All mattresses sold through Loft V2 include the full manufacturer's warranty from OZ Design Furniture.

What is covered

• Visible sagging or body impressions greater than 25mm not caused by an improper foundation
• Broken, bent, or protruding coils, springs, or wires
• Manufacturing defects in stitching, fabric, or foam layers
• Physical flaw in the mattress that causes the mattress to split or crack

What is not covered

• Comfort preference changes or normal softening of foam over time
• Damage from improper use, stains, burns, or cuts
• Damage from use without a proper supportive foundation or bed frame
• Normal wear and tear

Making a warranty claim

Email hello@loftv2.com.au with:

• Your order number and purchase date
• Photos clearly showing the defect
• A brief description of the issue

We'll coordinate the claim directly with OZ Design Furniture on your behalf. Approved warranty claims will be resolved within 10 business days of assessment.

Contact Us

For delivery, returns, or warranty questions:

• Email: hello@loftv2.com.au
• Response time: 1–2 business days