Frequently Asked Questions
Under what circumstances can I return an item?
At TLC we have a very liberal returns policy because we understand how difficult it is to buy through the internet without being able to see or feel the product. It is also important to us that our customers get to love our products as much as we do and occasionally an exchange for something higher, lower, softer or firmer is required to ensure the pillow is ‘just right’ for you. Products can be returned for a refund or exchange for any reason at all – not what you thought it would be, you don’t like it, doesn’t suit, something wrong with it – whatever. We can afford to offer this because all we ever get back are good vibes and hardly any returns. Our return rate would be less than 0.5%.
NOTE: WHERE PROMOTIONAL CODES ARE OFFERED AND USED TO OBTAIN ADDITIONAL DISCOUNT, PRODUCTS CANNOT BE EXCHANGED OR REFUNDED UNLESS FAULTY OR NOT AS DESCRIBED.
Is there a time limit for returns?
We reckon 20 nights is plenty of time to decide whether you are completely happy with your pillow or quilt. So 30 days from your order date.
Who pays return postage?
If there is a product fault or it is not to spec or as described, we will pay the return postage. This has never happened. If you simply change your mind or would prefer to exchange for a different product then you pay the return postage. We think this is only fair, given that we provide free postage on the initial transaction.
What is the process for returning goods?
The first step is to contact us by email (firstname.lastname@example.org) or phone (0412100587) and let us know what the problem is. We will discuss and agree whether the item is best exchanged or returned for a refund and give you a delivery address for returns. It is that simple. Any exchanges or refunds will be processed same day as the item arrives back at TLC.
Please be assured that returned pillows are never resold. We have so few returns that we use these pillows as samples.
I worry about using my credit card online – is your site secure?
Indeed it is. You have the option of going through Paypal for added peace of mind, but direct use of your credit card is completely safe. We went to great lengths making it so, using SSL (Secure Sockets Layer) protocol with the highest possible encryption key length (128 bits). You can see for yourself that as you hit our checkout, the web address becomes ‘https’ which signifies an encrypted, secure site. At the checkout payment stage you will see the familiar SSL padlock and wording.
Can I place my order over the phone?
Certainly you can. Ring 0412100587 with all your details and we will process your order for you and send confirmation by email. However, it does mean you will have to give us your MC or Visa card number, expiry date and CVV number. These are destroyed immediately the order is placed, but for peace of mind most people prefer the total security that comes with placing your order yourself, online.
What does a 5 year guarantee mean – what does it actually cover?
With proper care, our latex pillows and down quilts will last for at least 10 years. For latex pillows this particularly means keeping them out of direct sunlight and for all products washing and care instructions must be strictly followed.
Our products are guaranteed to be first quality, as specified - and not fall apart or deteriorate to the extent that they don’t perform satisfactorily or remain fit for purpose for at least 5 years. During this 5 year period any faulty product will be replaced, free of charge.
Normal wear and tear is not covered – for example natural latex will yellow over time, but this will not affect its performance, elasticity and ability to offer proper support.
Any faults or poor workmanship are covered under the guarantee, but if obvious we would generally expect these to be reported within 30 days of purchase.
Do your latex pillows smell of rubber or chemicals or anything yucky?
The short answer is no.
We know there are latex pillows out in the market that smell strongly of anything ranging from rubber to sweet biscuits to rancid fat to chemicals and this is normally because they haven’t been processed properly after vulcanising or they are made from blends of synthetic latex.
Our pillows are made from natural latex with no chemicals added and to most people they have no odour at all. Years of first hand feedback and research tells us that TLC latex pillows compare extremely favorably to all other pillows available on the market in this regard. Occasionally a very sensitive nose might pick up on a slight rubber smell, similar to latex gloves but it is not offensive and will dissipate with airing.
Do your duck down pillows and quilts have that horrible farmyard dirty duck smell?
The short answer is no. Pretty much everything smells of something and most people would say all they can detect from our F&D products is the fresh cotton smell of the japara covers.
The secret to avoiding any sort of unpleasant odour is in washing and drying the feathers and down after they have been processed, sorted and blended. Our feathers are washed up to 12 times at an ultra-high temperature and precision dried in very special ovens.
Our factory is expert at this and our end products compare very favorably to the best known and most expensive brands on the market. To most people there is no odour at all.
However, we accept that sense of smell is highly subjective and from time to time a very sensitive nose can detect a natural feather smell when a quilt is first removed from its packaging. Airing outdoors in a breeze for a few hours and any odour will quickly dissipate.
How do I know your products are ethically sourced?
If geese are plucked alive, the feathers and down regrow. Birds can be harvested many times. However it is excruciatingly painful and extremely cruel leaving large flesh wounds which are often stitched up by needle and thread without the use of anaesthetic. IKEA estimate that between 50 – 80% of the world’s goose down is live-plucked and this number is most certainly higher in China. TLC will NEVER sell goose down product, of any kind. So we chose duck down which is more plentiful and therefore less expensive, but has almost identical characteristics. Ducks are never live plucked because their feathers do not regrow. They are farmed for meat and the feathers and down are a by-product. The down from grey ducks works just as well as white, which is a little dearer; but white looks a lot cleaner in the finished product. The best quality down comes from mature ducks, while the most tender meat comes from younger ducks, so farmers minimise the cycle between hatching and going to market - knowing the down cluster they sell is immature and will break down with time. Prolonging the cycle costs more in feed and yield, so TLC pays a premium to guarantee our down only comes from lovely mature ducks and is the very best quality.
What testing is done for F&D content in your products?
We specialise in pure, natural products and raw materials are tested for compliance. Feather and down content and cluster is tested by IDFL (Utah based, with multiple labs including one in Xiaoshan, China – close to our factory). IDFL are universally accepted as experts in this field. Our factories have been tested and certified by Oeko-Tex. Based in Zurich, it is a testing association that only bestows certification on factories if no harmful substances are detected in the product.
How long will it take till I receive my order?
At TLC we pride ourselves on exquisite customer service. Place an order this morning and we will try to ship it this afternoon. Afternoon orders will go out tomorrow morning.
After that we are pretty much in the hands of our friends at Australia Post – who, we have to say, do a pretty good job. We are in Melbourne and most local parcels arrive next day, or the day after. Sydney may take 2, 3 or even 4 days. Country NSW, Brisbane and Adelaide can take between 3 and 5 days depending where you are and far country, WA and NT can take up to a week or more. Australia Post states nationwide parcel deliveries will take between 1 and 7 business days.
At busy times, especially prior to Christmas the whole system becomes swamped and lead times can double, but most of the time deliveries are predictable and reasonably prompt.
What do I do if my order doesn’t arrive within a reasonable time?
When parcels are lodged with Australia Post you receive a tracking number and it is easy to check how your order is progressing online. If it appears to be held up, there is a facility online to request an investigation. We are happy to help, if required. Once the parcel is delivered to your nominated address, it becomes your responsibility.
What happens if my parcel gets lost and doesn’t arrive at all?
Don’t worry – you will not lose out. Contact TLC by email or phone and we will take it up with Australia Post. If the parcel proves to have has gone permanently missing in transit we will resend the order to you.
If I need the order quickly will you send by Priority Post?
No problem at all – but you will have to pay the difference between Priority and Standard Postage, prior to dispatch. Simply contact us and we will get back to you with the difference in cost to your destination.
On your website you make all sorts of claims as to products being all natural, no use of chemicals and production processes. How can I be sure your claims are true and your products are completely safe?
At TLC we are all about good health and well being. Our products are all tested by world’s best practice authorities like SGS and Oeko-Tex and our factories are regularly audited. For all the detail and technical stuff go to our ‘More about Health’ page https://www.tlclatexpillows.com.au/more-about-health/
How do I obtain a discount code?
From time to time TLC offers promotional discounts to existing customers for the benefit of family and friends. If you have not purchased from us before we will not know your email and so you will not be on our distribution list to receive promo offers.
Where do I apply my discount code?
After adding your item to the cart, the next screen shows a green tick and words confirming the item was added to the cart. Below this you will see this box.
Enter your coupon code if you have one.
After applying the code, at the top of the page you will see another green tick and confirmation that the code has been accepted. You then proceed into checkout.
There are a lot of different pillows in your range – which one would suit me best?
Click here (https://www.tlclatexpillows.com.au/which-pillow-will-suit-you/) for help in choosing the pillow that will best suit you.
If still unsure, give us a ring on 0412100587 . We are only too happy to assist you further.
Why are some of your latex pillows shorter than ordinary pillows?
Historically latex pillows were all made in moulds measuring 60 x 40 cm, as against the usual size for a standard fibre fill pillow of about 68 x 40 cm. Originally only the Dunlop manufacturing process was available, which results in a dense, heavy pillow - so they were made smaller to minimise the weight and the nature of latex 'pushing out' and providing excellent support and comfort meant that the size of the end pillow was still perfectly acceptable to consumers. When Leon Talalay developed his greatly improved manufacturing process that resulted in breathable open cell structure pillows that weighed much less, he stayed with the 60 x 40 cm mould size, ostensibly because this is the size customers were now used to for latex pillows - but really because it meant about 10% (expensive) less natural latex was needed. Less than 10 years ago nobody was producing Talalay latex pillows any longer than 60cm., which is still the length of a number of TLC pillows including THE CLASSIC, THE SOFT and THE THERAPEUTIC. However, we have now added a choice of three 70cm long pillows to our range - THE BIG, THE BIGGER and THE BIGGEST. They completely fill a standard pillow case, look really great on the bed, are preferred by pillow huggers - and being Talalay process latex, are still nice and light.