Post-Sales Service
DELIVERIES
Being Melbourne based, we deliver all of our beds using our own delivery teams in the Melbourne region and many parts of Victoria where we can offer a full delivery service and set-up. For interstate or distant locations we use contract carriers, most of whom will deliver to your door but not beyond.
OLD MATTRESS REMOVAL
Where we use our own teams to do the deliveries we can also arrange for your old mattress to be removed. Where we are using contract drivers we cannot offer this service unfortunately, however in many areas of Australia local councils or “Mattress Recyclers” can remove old mattresses for you.
60 DAY COMFORT TRIAL
We are committed to delivering the best sleep products to all of our customers. We offer a 60 day comfort trial for all of our mattresses (Except customise sized mattresses). During the trial period, should you discover that the mattress you purchased is too firm or too soft, you can request for a ‘core’ or ‘pod/topper’ change. We want to make sure you get the right feel for your new mattress.
If the request is to move up into a more expensive range then we can advise a cost for doing so.
Depending on the location, there may be a carrier fee to cover the cost of transportation each way. Timing of the exchange depends on the availability of the products. This cost would be calculated and advised / agreed prior to the exchange taking place.
To be entitled for an exchange, the item must not be found dirty, marked, damaged or abused when inspected by our staff. It must also be packaged suitably for the journey to protect it from potential damage.
Changes can only be done within our existing range of products and combinations.
10 YEAR WARRANTY
Our latex mattresses come with a 10 year warranty.
It is important rotate and flip your mattress regularly (Seasonally is our recommendation). If you do so our latex will keep its shape and feel for many years without any significant indentation based on normal use. The covers have a fibre filling which will flatten a little over time, however this is the nature of the product and completely normal. We will repair or replace (at our option) products or components that are deemed to have faults resulting from poor manufacturing during the warranty period.
We may refuse service if your mattress is not deemed to be in a sanitary condition. Also, for other causes like abuse, damage from an inappropriate foundation (Base), or what is normal wear and tear.

Delivery Costs
This delivery zone map provides a rough indication of our delivery zones and charges across Greater Melbourne.
It's designed to give you an overview of how our delivery pricing is structured based on your location.
Please Note: For the most accurate shipping cost, simply enter your postcode during checkout — our system will automatically calculate the delivery fee based on your exact address and location.
FREE DELIVERY ZONE
Our Free Delivery zone is a 10km radius from our Cheltenham Store (approximate).
$50 DELIVERY ZONE
Our $50 Delivery Zone is any address within a 25km radius from our Cheltenham Store (approximate).
$100 DELIVERY ZONE
Our $100 Delivery Zone is any address within a 50km radius from our Cheltenham Store (approximate).
$150 DELIVERY ZONE
Our $150 Delivery Zone caters to Greater Melbourne suburbs outside of the 50km radius from our Cheltenham Store.
Greater Victoria and Interstate Delivery
Sadly at this point in time, Pure Latex Mattress is unable to provide a fixed delivery cost to Greater Victoria, New South Wales, Queensland, South Australia, Northern Territory, West Australia or Tasmania.
This means that if you are from Greater Victoria or interstate and are interested in having one of our mattresses delivered, please contact us and we can discuss the best shipping option(s) for you.
Terms and Conditions
Please ensure the products you are ordering will fit into the room you require them for. Stair access, narrow corridors and small lifts often catch people out.
We are not responsible for goods not fitting into your rooms or access areas.
Please take your time and choose carefully. Most of our items are custom made or ordered and cannot be returned once unpackaged and used.
Thank you.

Victorian Delivery Costs
The above delivery zone map provides a rough indication of our delivery zones across Victoria.
It's designed to give you an overview of how our delivery pricing is structured based on your location.
Please Note: For the most accurate shipping cost, simply enter your postcode during checkout — our system will automatically calculate the delivery fee based on your exact address and location
FREE DELIVERY ZONE
Our Free Delivery zone is a 10km radius from our Cheltenham Store.
$50 DELIVERY ZONE
Our $50 Delivery Zone is any address within a 25km radius from our Cheltenham Store.
$100 DELIVERY ZONE
Our $100 Delivery Zone is any address within a 50km radius from our Cheltenham Store.
$150 DELIVERY ZONE
Our $150 Delivery Zone caters to all Victorian suburbs outside of the 50km radius from our Cheltenham Store.
Interstate Delivery (NSW, QLD, SA, NT, WA, TAS)
Sadly at this point in time, Pure Latex Mattress is unable to provide a fixed delivery cost to New South Wales, Queensland, South Australia, Northern Territory, West Australia or Tasmania.This means that if you are from interstate and are interested in having one of our mattresses delivered, please contact us and we can organise a more accurate shipping cost for you.
Terms and Conditions
Please ensure the products you are ordering will fit into the room you require them for. Stair access, narrow corridors and small lifts often catch people out.We are not responsible for goods not fitting into your rooms or access areas.
Please take your time and choose carefully. Most of our items are custom made or ordered and cannot be returned once unpackaged and used.
Thank you.