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SHOP THE MATTRESS

Shipping & Returns

Updated: 28 May 2021

SHIPPING

All of our products include free shipping within all areas of New Zealand.


Time for Despatch

All products will leave our warehouse within 1 - 2 business days unless mentioned otherwise by our support team. The general delivery time from the warehouse to your listed address will be as in the schedule below.

 

Metro City Mattress, Topper and Pillow Deliveries

Auckland: 1 - 3 business days

North Island: 5 - 10 business days

South Island: 5 - 10 business days

 

Regional Deliveries

In regional areas there may be additional delays (approximately 2 - 5 business days) if our transport company does not have a daily route to your area.

 

Special Requests / Further Information

If you have any queries or want to find out further information on your estimated delivery time frame, please contact us at info@peacelily.co.nz. The Authority To Leave delivery option is currently our recommended selection as we can not guarantee the exact day of delivery and advise on when you should stay at home. We will do our best to accommodate specific shipping requests, simply send an email with the details of your request included. You will receive an email with the shipment tracking link when a label has been created for your shipment.

We may be able to ship to other countries upon request. We will not be responsible for the cost of any taxes, duties, customs charges etc. when shipping to a foreign country. Our shipping charge covers only the cost of shipping the item.

If requested, we may be able to expedite the shipping of an item. The expedited shipping costs will depend on the item itself, so please contact us and we can give detailed information depending on your situation! 

Many of our items are vacuum packed or roll packed. If this is the case, your item will be enclosed in a thick wrap to ensure safe delivery, and then placed in a box. Take care when cutting open the outside packaging layer as to not damage your item.

Feel free to contact us via email at info@peacelily.co.nz if you have any questions or concerns about shipping.

 

RETURN / REFUND POLICY

If you want to return any Products after your receipt of that particular product then please follow the process for each product category:

1) Mattresses: a) Try the mattress for 30 days from the receipt of the mattress. b) Not Satisfied? Contact us at: info@peacelily.co.nz before the conclusion of the 100-night trial period to obtain Refund Approval from the Peacelily team. You must ensure that your mattress has no stains, tears or deformations due to misuse in order for your refund to be accepted. You must follow the instructions from the Peacelily team in order for us to check the condition of your mattress. Your mattress will be picked up for free by our partnered Charity Organisation in the majority of areas in New Zealand. If they are not able to pick this up, you can drop your mattress off at our Auckland depot. Peacelily will assist you in this case but will not pay for transport costs. c) Refunds are paid AFTER the mattress is RECEIVED in good condition and has been accepted for charitable donation, at which point you will receive the full amount that you had paid for the product. This is to ensure that our products have the longest lifespan possible and promote the sustainable use of products.

Exclusions: a) The 100-night trial applies to purchases made from Peacelily and authorised third party sources. If the product was purchased from an authorised third-party source, the returns process will be subject to each respective retailers' policy but must still meet the returns criteria set by Peacelily. b) If the mattress is purchased by international customers outside of New Zealand, customers are responsible for the shipping costs associated with the mattress return. c) Limited to one mattress return per household (two Long Single mattresses can be returned if a Split King Adjustable Bed base has been purchased).

2) Mattress Toppers: a) Mattress Toppers are covered by a 100-night return policy. Try the product for the first 30 days from the receipt of the product. b) If you are having an issue, contact us at: info@peacelily.co.nz before the conclusion of the 100-night return period to obtain Refund Approval from the Peacelily team. You must ensure that your mattress topper has no stains, tears or deformations due to misuse in order for your refund to be accepted. You must follow the instructions from the Peacelily team in order for us to check the condition of your mattress topper. Your mattress will be picked up for free by our partnered Charity Organisation in the majority of areas in New Zealand. If they are not able to pick this up, you can drop your mattress off at our Auckland depot. Peacelily will assist you in this case but will not pay for transport costs. c) Refunds are paid AFTER the product is RECEIVED in good condition and has been accepted for charitable donation, at which point you will receive the full amount that you had paid for the product. This is to ensure that our products have the longest lifespan possible and promote the sustainable use of products. d) Limited to one mattress topper return per household. e) The 100-night trial applies to purchases made from Peacelily and authorised third party sources. If the product was purchased from an authorised third-party source, the returns process will be subject to each respective retailers' policy but must still meet the returns criteria set by Peacelily. 

3) Pillows: a) Pillows are covered by a 100-night return policy. Try the pillow for the first 30 days from the receipt of the product. b) If you are having an issue, contact us at: info@peacelily.co.nz before the conclusion of the 100-night return period to obtain Refund Approval from the Peacelily team. You must ensure that your pillow has no stains, tears or deformations due to misuse in order for your refund to be accepted. You must follow the instructions from the Peacelily team in order for us to check the condition of your mattress. Your mattress will be picked up for free by our partnered Charity Organisation in the majority of areas in New Zealand. If they are not able to pick this up, you can drop your mattress off at our Auckland depot. Peacelily will assist you in this case but will not pay for transport costs. c) Refunds are paid AFTER the product is RECEIVED in good condition, at which point you will receive the full amount that you had paid for the product. d) Limited to two pillows returned per household. e) The 100-night trial applies to purchases made from Peacelily and authorised third party sources. If the product was purchased from an authorised third-party source, the returns process will be subject to each respective retailers' policy but must still meet the returns criteria set by Peacelily. 

 

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