What happens once you have placed your order with us? Please see below on how we process your order quickly and efficiently
Item leaves our warehouse next working day after payment is received, unless the item is marked with a specific pre-sale dispatch date
Once your order has left our warehouse you will receive a shipment email with the tracking number and courier company details. It is important to keep an eye on the tracking status updates on the courier website.
For large oversized items, you may be required to provide assistance to the driver to safely unload from the courier vehicle. For smaller items delivered by Australia Post, if no one is home to sign for the goods, it will be kept at your nearest Post Office for collection.
For all Melbourne orders, please allow for 2-6 working days. For Sydney/Adelaide/Canberra orders, please allow for 4-12 working days. For Brisbane orders please allow for 4-9 working days. For all other cities please allow for an extra couple of days. If you are in a rural/regional area, delivery times are generally around 7-14 working days, and at times can be longer.
Some items are marked as free shipping. Please note this may however exclude some regional areas inc Goldcoast and Newcastle.
Share your thoughts with other customers!
Our bed arrived in about 7 business days. It’s good quality material, and the build was fairly straight forward.
I received my bed and it was damaged which was not surprising. How the bed was packaged includes all the heavy metal packaged into the back of the headboard. There was numerous rips at the back of the headboard and a noticeably rip in the fabric of the headboard. There is simply too much weight going through a structure that is not strong enough to hold that weight and is a way to cheap out on packaging. After promptly asking for a replacement bed sent out I received an email from tommy swiss saying that it would take 1-2 weeks to return my damaged bed and have a new replacement bed sent out due to delays with covid. This timing was fine with me but was a complete misrepresentation to the truth. I asked to get the process started immediately and things went downhill from this point. It took them over 1 week to even get the paperwork to get the couriers to pick up the bed. The couriers did not come on the scheduled day of pick up and I needed to negotiate with the couriers about an alternative pick up day as tommy swiss did not respond to my emails. It finally got picked up almost 2 weeks after I asked to get the process started. It was returned back to tommy swiss within 4 days. Whilst I waited to here about my bed coming out I waited for over 2 weeks....still no email about my new bed coming back. I then emailed tommy swiss to please update me. Instead of sending out a new bed they then refunded me my money for the bed....not what I wanted nor what we had organised which was…
Hi Crystal,
Apologies for the overall experience you have had with us. Whilst we feel like this is not the usual experience for a customer when purchasing from our website, we will definitely look into this further to see what has happened and try to improve every aspect of your feedback. I can see that a FULL REFUND has been issued to you prior to you leaving this review which perhaps is not the ideal resolution you would have hoped. I am glad you were able to procure a bed elsewhere, and once again sorry for your experience. Thanks for taking the time to leave this review and giving us a go.
Kind regards, Matthew | Customer Service Manager
A lovely bed although there were some issues with the stitching. Tommyswiss responded immediately.
