Managing Your Account

1. Change your account settings

If you need to make changes to your account information, you can update these from the My Account Settings section in My Account.

Do one of the following:

● Change your Profile

● Change your Email address

● Change your password

2. Reset your password

● If you've forgotten your password when you log in your account, click Reset Your Password.

Note:

- Before we can reset your password, we require that you enter your email address. You will then receive an email with instructions to reset your password.

- If you can't remember which email address you registered with or still have problems signing in to your account please contact our Customer Services.

● Go to My Account Settings section in My Account, enter your existing and new password.

3. Manage Address Book 

If you need to make changes to your billing address or shipping address, you can update these from the Manage Address Book section in My Account.

(1) Manage your billing address

The default billing address is the same with the first shipping address. To change your billing address, click Edit under the address.

(2) Manage your shipping address

Go to My Shipping Address panel in Basic Information or go to Manage Address Book in My Account.

Do one of the following:

● To add a new address, click Add a New Shipping Address.

● To edit or delete an address, click either Edit or Delete under the address you want to modify.

 Managing Your Orders

If you need to make changes to your account information, you can update these from the My Orders section in My Account.

Click one of the following and you can get more information of your orders.

· View Details

· Print Order

When you click View Details, you can do one of the following with different order status:

· Edit payment method

· Complete your payment

· Confirm Receiving

· Delete this order

· Print order

Please kindly noted that you will receive an automated email after your order status has been changed.

If you have any problems with your order, please email us as soon as possible.

***If you want to change or return your products, please check our Returns & Replacements terms and email us within 48 hours of delivery.

 Payment Methods

We accept the following payment methods: VISA, MasterCard, Amercian Express, PayPal, Union Pay. 

Exchange Rates

Prices appear in Australian dollars only and include GST. Any currency conversion is the responsibility of the overseas (non-Australian) customer and their financial institution and/or credit card provider. As such when your credit card (or any other payment process) is used within Mr.Z currency conversion will actually be completed by your credit card company and not by Mr.Z. As such the final price charged by your bank and/or credit card company.

About Shipping

1. Free delivery in a box.

§ For all online sales we offer free delivery.

2. How to confirm my order

§ Once on completion of any online order you will receive a confirmation email containing your payment receipt send from the sender "Mr.Z". Sometimes these may get caught up in your junk email filter so please check any spam or junk mailboxes if you haven't received it within a few minutes. If you still have not received any confirmation email from us after a few hours, please feel freeto contact us.

3. How long will it take me to receive my products?

§ Delivery times will differ depending on your delivery location. Please note the delivery times are calculated on working days (generally Monday – Friday, except public holidays).

If the stock is readily available we aim to dispatch orders within 2-5working days of receipt.  Depending on where you live, delivery to most areas of Australia will take 5-8 working days via Australia Post (WA & NT will take 8-14 working days). We will contact you should there be any delays.

4. What happens if I am not home to receive my products?

§ Upon ordering of your products, you have the option to give our courier the authority to leave your products at your designated delivery address without you being there.

5. Can I have my order delivered to a different address from my billing address?

§ Yes. Simply add an additional address during checkout.

6. Can I pick up my order?

§ Yes. If you would like to do so justleave us a message.

7. Can I change my delivery address?

§ No. Once you place your order, we automatically assign it to a freight company so communication updates from us are not possible. Our freight companies can accommodate changes once we have dispatched the order. Details on how to action this are contained in your shipping email.

8. Insurance

§ All orders are fully insured and we will resend any order that is lost or damaged, free of charge. If your product is not delivered to you within 20 business days you can contact us to lodge an investigation.

9. Australian Sales Only

§ We sell and ship Products only within Australia. We will not make deliveries outside of Australia.

Returns & Replacements

Relax, just take your time. Your satisfaction is our first priority. If the product is faulty, significantly different from what was shown to you, not doing what it is supposed to do, we will gladly accept returns within 14 days of delivery.*The only thing we ask is that you trial it for at least 10 days.

1. How to Arrange a Return

§ Simply send us an email within 14 days of receiving the products and include a photo of your pillow in its original packaging. Our staff will contact you with further information. There are some reasonable terms and conditions below, so please have a look to ensure there are no unnecessary delays in processing your return.

1) All returned products must be undamaged, unsoiled, in original condition and in their original packaging. It is important to keep the original packaging.

2) All refunds will be issued by bank transfer within two weeks of the goods having been received and inspected by our staff.

3) You will receive a full refund less the inbound and outbound delivery costs associated with the returned goods. In the event a product is purchased during a Free Delivery or Capped Delivery promotion, the actual delivery cost of products(s) purchased will be deducted from your refund. The cost of the return delivery will differ depending on your location. You are welcome to deliver the product back to us with your own ways.聽

4) All refunds are processed by Mr.Z Pillow through bank transfer only. Refunds are initiated within 5 to 10 working days. Please contact our staff for further information.

*Exclusion

Please note that under the health reason, pillows and pillow cases are non-refundable unless the product is faulty or significantly different from what was shown to you, not doing what it is supposed to do. We encourage you to make your selection carefully prior to your purchase.

2. Damaged Products

1) If, through no fault of your own, a product is damaged or faulty, it will be repaired, replaced or refunded based on the type and size of the damage incurred.

2) If you notice any damage to your goods, please email us within 48 hours of delivery.

3) It is important that you open the goods within 48 hours as we will be unable to accept any claims after that time frame. Please also ensure you retain the original packaging until further notice.