Help

Need help? Call us on 1300 982 325, message us at facebook.com/ShermanAustralia, SMS us on 0466 431 136 or email us at [email protected] Our customer care centre is open 7 days a week, 9.00am – 5.00pm (Melbourne/Sydney time). We’d love to help you find incredible sleep.

Our most frequently asked questions are listed below:

Delivery
When will I receive my delivery?

We’ll give you a call after you’ve placed your order to discuss delivery times. Usually, you can expect to receive your goods within 4 working days of placing your order.

What areas do you deliver to?

Since we offer a white glove delivery service at no cost to you, we currently only deliver throughout metro areas of Melbourne and Sydney, Give us a call on 1300 982 325, DM us at www.facebook.com/ShermanAustralia or email us at [email protected] if you’re not sure if that includes your address.

How will my items be delivered?

We offer a white glove delivery service at no cost to you. That doesn’t mean that we actually wear white gloves!, but it does mean that two burly fellows will deliver your products with the upmost care into any room in your home. Once you place your order, we’ll email you our “Will it fit?” guide. Please take the time to check this guide and let us know in advance if we may encounter any delivery difficulties.

Can I specify a date for the delivery?

When we contact you after you place your order, we will work with you to find a time that is convenient for you. You can also delay the dispatch of your order if you don’t need it within a few days.

Can I change the delivery address after I place the order?

Of course! Please call us on 1300 982 325 at least 2 hours before your delivery is scheduled.

Can I cancel my order before you deliver?

Of course! Order cancellations will be fully refunded if you call us on 1300 982 325 at least 2 hours before your delivery is scheduled. After that time we will deduct a $99 delivery cancellation fee from the refund of your purchase price.

Do you deliver after work hours or on the weekend?

We currently only deliver during working days Monday – Friday 8.00am to 5.00pm.

Do I need to be at home to receive my delivery?

Please make sure that an adult, 18 years or over is at home to receive your products at the time of delivery.

How long will I need to wait at home for the delivery?

We ask for a 3 hour window when we arrange the delivery with you. Our drivers need to plan the best route around the delivery area each day and sometimes delays (like traffic jams!) are unavoidable.

What if I’m late or not at home when you try to deliver?

No dramas. If you are not at home we will take your order back to our warehouse and you will have the option of rescheduling the delivery or cancelling the order for a full refund less the $99 transportation cost.

Will you take away my old mattress or bed base?

We are able to take away your old mattress under certain conditions. Please contact us for more information on 1300 982 325.

My bedroom is upstairs. Will you bring my purchase up to my room?

Unlike all of the bed-in-a-box online sellers, we deliver our products directly to your home, inside and even upstairs to your bedroom. We won’t leave your bed for you to lug upstairs on your own! We will deliver your products with the upmost care into any room in your home. Please help us by taking the time to checking our “Will it fit?” guide here and letting us know in advance if there are going to be any delivery difficulties.

I have a narrow staircase. Will you be able to fit the mattress or bed base up the stairs?

We will certainly try our best! Please check our “Will it fit?” guide here and let us know in advance if there are going to be any delivery difficulties.

What if you can’t get the mattress up my staircase?

Occasionally, despite our best efforts, we just can’t deliver a mattress up a difficult staircase, into a little loft bedroom or up a ladder into a treehouse! When this happens, you will have a choice of us leaving the mattress in another location in your home or receiving a full refund, less the $99 transportation cost.

 

Returns
How does the 100 night trial work?

We give you 100 nights from the time that you receive your mattress to see if the mattress suits you. We ask that you give it a decent trial of 30 nights so that your body can fully adjust to your new mattress. If, after that time you would like to return it or replace it, we will come and pick the mattress up at no extra cost to you. If you would like a refund, we will refund you 100% of the purchase price, no questions asked.

What if I want to exchange it for the softer/firmer mattress?

Just give us a call at 1300 982 325 or email us at [email protected] and we will organise to exchange the mattress for the softer or firmer version. We’ll pick up the old mattress and deliver the new one into your bedroom, with no swap-over fee. If the new mattress is cheaper than the one that you originally purchased, we’ll refund you the difference. If the new mattress is more expensive than the one that you originally purchased, we’ll ask you to pay the extra amount before the swap-over can take place.

How do I return the product?

Just give us a call at 1300 982 325 or email us at [email protected] and we will take care of the rest.

What do you do with returned mattresses?

In Australia, it is illegal to sell mattresses as new when they have been used. We strip all of our returned mattresses down and recycle the components. It is for this reason that we ask you to keep your mattress clean and stain-free, Our foams and fabrics are thoroughly washed and recycled into comfy dog and cat beds and our spring units are fully recycled and used in many ways (such as new construction materials and even more mattress springs). The benefit of steel is that it can be recycled an infinite number of times. Our spring units never go into landfill!

How long will it take to receive my refund?

We ask for your patience when you are waiting for your refund. In most cases, we process the refund immediately once we have collected your mattress, but your bank may take several days to process the refund through to your credit card.

Payments
What sort of payments do you take?

We accept PayPal or Visa, Mastercard and Amex through Stripe secure payment processor.

Guarantee
How long is the guarantee on Sherman mattresses?

We offer a comprehensive 10-year manufacturers guarantee on all of our mattresses

How long is the guarantee on Sherman bed bases?

We offer a comprehensive 2-year manufacturer’s guarantee on all of our bed bases and other furniture

How do I make a claim?

Please give us a call on 1300 982 325 or email us at [email protected] to let us know of your issue. We need to be notified of any issue within 30 days of you noticing the problem.

What does the Sherman mattress guarantee cover?

See our full Sherman guarantee here

Mattress
Why do Sherman mattresses cost so much less than ones in retail stores?

Our online only model saves you money. Bricks and mortar bedding stores pay extremely high rents to be in high-traffic locations. Because we have no retail rents, we can bring you our super-comfy mattresses without the excessive mark-ups. And, unlike most of the bed-in-a-box online sellers, we manufacture our own mattresses instead of purchasing them through a third-party manufacturer (who also make a mark-up).

What if I find my Sherman mattress is too firm or too soft?

When you purchase a Sherman mattress, we give you 100 nights to try out the feel of the mattress to see if it’s right for you. If it’s not, we will replace it with a different feel or refund you 100% of your purchase price, with no fees to come and pick the mattress up again.

What are the dimensions of the mattresses?

King size 183cm wide x 203cm long

Queen size 152cm wide x 203cm long

Double size 138cm wide x 188cm long.

Since our mattresses are hand-crafted, we cannot guarantee that these sizes will be exact to the mm!

What type of bed frame do you recommend with Sherman mattresses?

One of our Sherman bed bases of course! Other than that, our mattresses are suitable for any slatted bed base. We do not recommend flexible slats or slats that are spaced more than 70mm apart. Our mattresses definitely are not suitable to place on an old-style sprung bed base.

Are Sherman mattresses environmentally friendly?

At Sherman we have a very strong green initiative, which means that we only use eco-friendly foams. Our foams and fabrics contain no ozone depleters, and no PBDEs, TDCPP, TCEP or any other flame retardant that have been identified by the Environmental Protection Agency as possibly harmful. Our foam is also made without formaldehyde, phthalates, mercury, lead or other heavy metals fillers sometimes found in foam.

Do Sherman mattresses have that new mattress smell?

Unfortunately, you will get this with all new mattresses, regardless of where they are manufactured or how they are packaged (a little bit like when you first drive your brand new car!). Sherman mattresses certainly have less smell than any mattress-in-a-box product and any odour will dissipate very quickly once the mattress is out of it’s cloth bag.

Where can I try out a Sherman mattress?

In your own home! We offer you a 100 night sleep trial. If, during this time you don’t absolutely love it, we will take it back and offer you a replacement or a full refund at no cost to you, and no hassle! If you’re in Melbourne, we have a showroom located at 90 Cecil St, South Melbourne – open 7 days a week. You are welcome to pop-in and try all of the Sherman mattresses, without any annoying sales people hovering over you!

Can I flip my Sherman mattress?

Our mattresses are single-sided, they are not designed to be flipped over

How long is the guarantee on Sherman mattresses?

We offer a comprehensive 10-year manufacturers guarantee on all of our mattresses.

Can I use my Sherman mattress on the floor?

You can certainly place your mattress on the floor but we do not recommend this in tropical or sub-tropical areas. Mattresses of all types benefit from being placed on a slatted bed base to encourage air-flow under the mattress and to avoid mildew forming under the mattress in warm conditions.

What are the Sherman mattresses made from?

Our mattresses are hand-crafted in a traditional style, pocket spring construction. We know that this is the best style of mattress for most people. Unlike most Australian mattress sellers, we don’t hide our exact specifications of foams and springs, you can view these on the product page of each type of mattress.

How are Sherman mattresses constructed?

Our mattresses are hand-crafted in a traditional style, pocket spring construction. We know that this is the best style of mattress for most people. Unlike most Australian mattress sellers, we don’t hide our exact specifications of foams and springs, you can view these on the product page of each type of mattress.

Can I use Sherman mattresses on an adjustable bed?

No, unfortunately our mattresses are not designed to bend with an adjustable bed base. We use solid, dual perimeter frames around our pocket spring units in our mattresses. This is essential for the structure and integrity in a pocket spring mattress but the frames are not designed to bend. This is for the same reason that our mattresses can’t be rolled up mattresses and shipped to you in a box.

Do Sherman mattresses get hot?

Mattresses don’t generate their own heat, but they sure can hold on to your body heat! Our mattresses are an innerspring style, which means that they are up to 8 times more breathable (retaining much less body heat) than solid foam mattresses. You can read more about that here.

Where are Sherman mattresses made?

We manufacture our mattresses in Guangzhou, China. This is not just to save you money but because this particular area is considered to be the leading mattress manufacturing area in the world. We employ specialist, highly-trained mattress construction experts and use the best quality components that we can get our hands on, like fully certified CertiPUR-US foams.

How do I clean a Sherman mattress?

We recommend that your mattress be vacuumed and aired regularly to keep it clean. To spot clean, use a damp cloth with a small amount of washing liquid or dry carpet-cleaning powder, following the products instructions. Innerspring mattresses should never get wet or be steam-cleaned.

Can I sleep on my Sherman mattress right away?

Absolutely! But you might want to wait until the delivery fellows have left!

Can I use an electric blanket on a Sherman mattress?

You sure can! Unlike some solid foam mattresses, using an electric blanket on Sherman mattresses is perfectly fine.

Do I need a mattress protector?

Please, please, please use a mattress protector. This is a pre-requisite for our 100 night sleep trial and essential for keeping your mattress in the best condition for it’s life.

What is the difference between Sherman innerspring mattresses and foam mattresses?

We believe that solid foam mattresses are not able to hold your body in a correct sleeping posture like a traditional, innerspring mattress can, they also retain a lot more heat and do not last as long as any good quality innerspring mattress. You can read more about this here.

Bed Base
What sort of fabric are the bed bases upholstered in?

The fabric used in our standard and storage bed bases is a heavy-duty polyester with a linen-look.

What colour fabric is available with the bases?

At this stage, we only offer the one colour, a dark, charcoal grey.

What are the dimensions of the standard bases?

Our Queen sized standard bases are 215cm x 158cm and 24cm high (from floor). Our King sized standard bases are 215cm x 188cm and 24cm high (from floor).

What are the dimensions of the storage drawer bases?

Our Queen sized storage bases are 215cm x 158cm and 35cm high (from floor). Our King sized storage bases are 215cm x 188cm and 35cm high (from floor). The storage bases feature 4 x sturdy drawers, 2 in the foot end and one on each side. The drawers are lined in a light timber look and are on wheels for easy manoeuvering. Inner drawer measurements are 60 x 47cm, 13cm deep.

What is the guarantee on the bases?

We offer a comprehensive manufacturers guarantee for 2 years from the time of delivery.

How do the bases come?

Our bases are flat-packed. We assemble the bases fully in your home as part of our white-glove delivery service. You can sit back while we set-up!