What is your standard returns Policy?

If the 60 day sleep trial does not apply to you (i.e it’s your second purchase of the same style item or you’ve purchased a sale item) any unused, unopened and unwashed items can be returned within 30 days of purchase for a full refund or exchange. After 30 days, only product deemed faulty may be returned for refund or exchange/replacement. 

What if my item is faulty or damaged?

We take care in ensuring our goods are of the highest quality. If you experience an issue or error, we want to make it right. Please contact our team via our chat icon on our website, Instagram and Facebook or email at hello@thrae.com.au with a photo, a written description of the issue and your order number. You can then enter your order number and email into our returns portal and go through the standard returns process. 

How do I return '60 Day Sleep Trial' items?

It’s our hope that you love your thrae bedding. If you are not completely satisfied you can initiate a return within 60 days by clicking on the returns tab at the bottom of our homepage and entering your order number and email address into our returns portal. We will then send you via email a pre-paid return label to print out and attach to your packaged item.

 

Do I have to pay for shipping?

Yes. Your shipping will calculate at checkout. We often do promotions for free shipping within Australia also but this will be mentioned on the site prior to your purchase. 

Do you ship internationally?

Currently we only sell and ship items within Australia.

How can I track my order?

You will be sent an email once your item/s have been shipped with a link to track your parcel through the delivery process. 

When will my order arrive?

Items ordered prior to 12pm (Mon - Fri) will be dispatched same day. Items ordered after 12pm will be dispatched the following day. Items ordered after 12pm on Friday will be dispatched on Monday. Please allow anywhere from 2-8 days for your order to arrive once dispatched. 

My order didn't arrive. What do I do?

You will receive an email with a tracking link once we have shipped your parcel. Click on the link to check the status of your shipment. If it says 'delivered' and you have not received it, please get in contact with us at hello@thrae.com.au and quote your order number so we can investigate further. If the tracking link isn't working and it's been longer than 8 days, please contact us via email with your order number so we can investigate further. 

We can only offer replacement items for shipments deemed to be lost. 

Can I try your fabric before purchasing?

We introduced our 60 day sleep trial so that anyone could trial our sheets, comfortable in the knowledge that they could return them if they decided the fabric wasn't for them. One of our other offerings is a 10cm x 10cm fabric swatch that can be ordered through our shop. You can order the swatch and have a feel of the fabric before you decide to purchase a set of thrae Tencel sheets. 

Where are your sheets made?

Tencel Lyocell is made from either Eucalyptus or Birch wood chips. The process of turning these wood chips into an unfinished woven fabric (Greige fabric) is done in Austria. The Greige fabric is then turned into the final product by our manufacturer in China. 

Do you offer gift cards?

Yes. Gift cards can be purchased through our online shop in a number of different denominations. 

What payment options do you offer?

We accept all major credit cards (except Diners Club). We also accept, Apple Pay, Google Pay, Shop Pay and AfterPay.