YOUR QUESTIONS ANSWERED

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120 night risk-free trial

It’s not often you can try something 120 times before you buy. But we know choosing a new mattress is an expensive decision, we offer a free 120 night sleep trial in the comfort of your own home.

If you’re not completely satisfied with your mattress within 120 nights, you can simply return it for a full refund. You may also exchange it for another size or model and pay the difference in price.

It can take up to four weeks for your body to adjust to a new mattress. For this reason you must have slept on your mattress for a minimum of 30 nights before becoming eligible for a refund or exchange.

Easy. Either drop it off at your nearest Salvation Army Family Store, or request a pickup. Contact us at help@winkl.co.nz with your preferred option and proof of purchase, and we’ll let you know what to do from there.

Please note: Not all mattresses are eligible for return.

The 120 night trial and return policy extends to the original purchaser only. Mattresses bought used or second hand are exempt from the trial and return policy. Mattresses that have been abused, soiled, damaged or have bed bugs will not be eligible for a return.

Don’t feel guilty about your return. We will make sure your pre-loved mattress goes to a good home. We have a partnership with the Salvation Army that enables us to make sure that good quality returned mattresses go to people in need.

Refunds are approved as soon as the returns process has been successfully completed. Please note it can take 3-5 business days for the bank to process your refund.

Pick ups generally take up to 10 working days so find a place to keep your mattress dry, then sit back and relax while we take care of it for you.

From time to time in remote areas our partners may require more time to conduct the pick up. We’ll keep you informed if this is the case.

We appreciate your patience.

Delivery & Shipping

Your delivery time depends on where you are in New Zealand. Order before 1:30pm in Auckland and receive your Winkl mattress the next working day

  • Rest of North Island: 1-4 business days
  • South Island: 1-4 business days

We'll always do our best to deliver on time, but some rural addresses can take a little longer to reach

Yes! Shipping is on us, whether your neighbourhood is five or five hundred kilometres away. Enjoy.

No, it’s 2019 and you have better things to do. You can opt to have the mattress left on your front door, and we’ll let you know once it has arrived.

Scheduling a delivery date isn't a problem! Just email help@winkl.co.nz with your order number and ideal delivery date.

General

Unlike traditional mattress companies, we don't waste money on huge showrooms, commissioned salespeople, and excessive shipping costs. Nor do we price our products unfairly. Instead, we do business smarter and sell our mattress directly online, meaning we are able to pass savings onto you in the form of lower prices.

Our foams are CertiPUR-US certified. This standard is a form of health check for your mattress. The certification ensures the foams within your mattress have been made without the use of any CFCs, or other ozone depleters during the foam manufacturing process.

It also prohibits the use of:

  • − PBDEs, TDCPP or TCEP (”Tris”) flame retardants
  • − Mercury, lead, and other heavy metals
  • − Formaldehyde
  • − Phthalates regulated by the US Consumer Product Safety Commission
  • − High VOC (Volatile Organic Compound) emissions for indoor air quality (less than 0.5 parts per million)

All of the materials used to package your new Winkl are recyclable.

Cardboard can be placed in your kerbside recycling bin for collection. Soft plastics should be cut up and dropped off at your nearest soft plastic recycling station.

Check out the link below to find your nearest station. https://www.recycling.kiwi.nz/solutions/soft-plastics/store-locator/

Our designs should make you cosy and feel warm inside too. We are proud to say our mattress fabrics are OEKO-TEX STANDARD 100 certified. Uh, what? This means our fabrics are made from materials tested for more than 300 harmful substances.

At Winkl we believe we can all save the world while we sleep. We sense-check every design decision through a socially and environmentally friendly lens, to ensure our products have minimal social and environmental impact.

Unfortunately not at this point. But we have been working hard with our partners to develop a process that dismantles and disposes of your old mattress in an environmentally friendly way.

Stay tuned on our social media pages for more progress.

You can send us snail mail at PO Box: 42051, Orakei, Auckland, 1745.

Mattress

Your safety is front of mind for us which is why we have ensured all of the foams used in the Winkl mattress are CertiPUR-US® certified.

CertiPUR-US is a not-for-profit certification program developed by the flexible polyurethane foam (FPF) industry aimed at protecting consumers from harmful substances. Our certified foams meet program standards for content, emissions and durability, and are analyzed by independent, accredited testing laboratories.

Our CertiPUR-US approved foams are:

  • - Made without ozone depleters
  • - Made without PBDE flame retardants
  • − Made without mercury, lead and other heavy metals
  • − Made without formaldehyde
  • − Made without phthalates regulated by the Consumer Product Safety Commission
  • - Low VOC (volatile organic compound) emissions for indoor air quality (< 0.5 parts per million)

In addition., our outer cover is STANDARD 100 by OEKO-TEX® certified.

The STANDARD 100 by OEKO-TEX® is a worldwide consistent, independent testing and certification system for raw, semi-finished, and finished textile products at all processing levels, as well as accessory materials used. It provides assurance that all materials used during the manufacturing process have been tested for harmful substances.

This means you can rest easy knowing you and your family are safe and sound sleeping on your Winkl.

Yes. Remember to always follow the safety instructions that come with your electric blanket. But you knew that, right?

Good question! Surprisingly there are no clear fire retardation standards for furniture in New Zealand. This means there is not a legal requirement for manufacturers or importers to include a fire retardation mechanism in their mattresses.

That’s crazy, so at Winkl we’ve taken it upon ourselves to encase our mattresses in a fire-retardant sock. The sock is made up of a unique blend of fibers designed to interrupt the combustion process in the event of a fire, and eliminates the need to include harmful chemical fire retardants in our foams ensuring you get a safer sleep.

If you do have concerns about the safety of your current mattress or other mattresses in the market give us a call or send your concern to help@winkl.co.nz

You can sleep on your mattress right away, however, we recommend waiting for 24 hours if possible. This gives the foam layers time to fully expand and any odors contained during packaging to dissipate.

Your Winkl will get better and better over the next few days as the foams continue to firm up and return to their manufactured state.

Choosing the right surface that supports a mattress can affect the way it feels and its long-term durability. Winkl mattresses are designed to deliver an effective sleep over the entire lifespan of the product. For that to happen, the mattress must be set-up on an appropriate support base or foundation.

Approved base or foundations include:

  • -Slat base structurally capable of supporting the weight of the mattress and user(s). Slats should be no more than 7.5cm (75mm) apart.
  • -Box spring base structurally capable of supporting the weight of the mattress and user(s).
  • -Adjustable base structurally capable of supporting the weight of the mattress and user(s).
  • -Floor structurally capable of supporting the weight of the mattress and user(s).

If you are unsure about your setup, give us a call or send us a quick message. We’re happy to help.

Mattress protectors are the simplest and most effective way to protect your mattress from life’s unexpected accidents. We recommend a waterproof, hypoallergenic protector made of breathable fabric to give you the right amount of protection without compromising comfort.

No. However, we do suggest you vacuum, air and rotate your mattress to freshen it up at the start of each season. This helps prevent dirt and dust mites from building up in your mattress over time and is especially important if your furry friend likes a sneaky kip on the end of your bed in the middle of the night.

If you are moving house, we recommend covering it with plastic, bending it in half and temporarily securing it with bungee cords while you move. Another popular option is using mattress boxes, available through moving companies. We recommend grabbing a buddy or a family member to help if moving it from room to room. The key thing to remember is not to drag.

When lifting, don’t grab the edges of the foam or the cover as they could stretch or even tear. Instead, stand at the opposite end to your partner, bend down and press your hands together one on either side of the mattress and lift together. Bend your knees and, as that old Kiwi ad in the 80s used to say, don’t use your back like a crane.

We don’t recommend cleaning the inner layers of the mattress with any liquid as they are super absorbent and you could end up doing more harm than good. If an accident happens without a protector on and you believe the spill has seeped through to the foam, simply spot clean and remove the cover, then spread baking soda over the effected area and vacuum up after two hours. Place the mattress outside in the sun and allow it to thoroughly air dry.

We understand that life happens! That’s why the Winkl mattress cover is removable and machine-washable. However, we recommend you only do this when absolutely necessary. For minor spills and stains, spot clean the area with detergent and cold water. Gently blot and dab the area with a cloth rather than rubbing it to get the best results. If using a dryer to dry the cover, avoid high heat, as this can melt, shrink or deform the fabric.

If a spill has an odor attached to it, spread baking soda over the affected area and let it sit for an hour or two before vacuuming up. This will help reduce the smell and absorb any lasting liquids.

If all else fails, jump on the Winkl website and order a new one.

Warranty

Yes. All of our products come with a warranty. Click your preferred option below to find out more.

Please note: Our 120 Night Guarantee and 15 Year Limited Warranty are both voided once your Winkl Lux mattress leaves New Zealand.

Your new Winkl Lux mattress is covered by a 15 Year Limited Warranty. For 15 years after you purchase your new mattress, when it has a defect covered under the warranty, we will replace or repair it. This includes all parts of the mattress determined to have a defect.

This warranty is valid only for the original purchaser from the original purchase date of the original mattress purchased from Winkl, and is non-transferable. If the original purchaser sells or otherwise relinquishes ownership of the mattress to another person, the subsequent owner accepts the product “as is” and “with all faults.”

The Winkl Lux mattress is designed to deliver an effective sleep over the entire lifespan of the product. For that to happen, the mattress must be set-up on an approved supportive base or foundation as described in the Winkl FAQ.

Approved base or foundations include:

  • a) Slat base structurally capable of supporting the weight of the mattress and user(s).
  • b) Box spring base structurally capable of supporting the weight of the mattress and user(s).
  • c) Adjustable base structurally capable of supporting the weight of the mattress and user(s).
  • d) Floor structurally capable of supporting the weight of the mattress and user(s).

This Limited Warranty covers the following defects during normal use:

  • a) Deterioration of the mattress resulting in a visible indentation greater than 2.5 centimeters (25mm), that is not associated with an indentation or sag resulting from use of an improper or unsupportive foundation or base as described in the Winkl FAQ.
  • b) Any physical flaw in the mattress that causes a material impact to the purchaser’s sleep, as long as the mattress has not been improperly handled or used as described in the Winkl FAQ.
  • c) In respect of the mattress cover only, any manufacturing defect in the cover, including seams and zipper assembly. Winkl may, at its own option, repair or replace the cover provided on the mattress. In the event that Winkl replaces the mattress cover, Winkl will replace it with the current style of cover available for the mattress, which may be of a different color, design, or material than the original cover provided.

This Limited Warranty does not cover:

  • a) An increase in softness of the memory foam which is normal and does not affect the pressure-relieving quality of the mattress.
  • b) Normal wear and tear.
  • c) Comfort preference.
  • d) Damage through improper handling or use of the mattress.
  • e) Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage & stains, or soiling.
  • f) Replacement of the mattress due to defective cover. If you purchase a mattress and only the cover is defective (and not the mattress), Winkl will only replace the cover and not the whole mattress.
  • g) Damage from using an improper bed frame, foundation, platform bed, or adjustable base.
  • h) Product sold by re-sellers who are not authorised retailers.
  • i) Product sold “as-is,” “preconditioned,” “reconditioned,” “used,” “comfort return,” “returned,” “previously owned,” or any other similar wording indicating that the product is not “new” or of “first quality,” or has previously been purchased or used by another consumer.

Product Replacement Terms

Except as otherwise provided herein, Winkl will not charge purchaser to repair or replace purchaser’s mattress if it is deemed defective during the length of this 15 year Limited Warranty. No new warranty is provided on a replacement product. The warranty for the replacement product runs from the date of purchase of the original product.

This warranty does not give you the right to get a refund. The warranty only covers replacements, repairs and upgrades for successful warranty claims.

Making a claim

To make a warranty claim simply send proof of purchase (such as your order number or an original dated sales receipt) along with a photo and brief written description of the defect to help@winkl.co.nz.

Winkl reserve the right, in our sole discretion, to require photographs, further information or descriptions, or to physically inspect the mattress prior to accepting a particular claim under this warranty. Should shipping costs be required to return your mattress, you will not be responsible for those costs.

Processing a claim

Any evidence we receive regarding the potential warranty claim, including the mattress itself in some cases, will be cross-examined and evaluated by Winkl. When we have received the evidence, we will decide at our sole, reasonable discretion whether your claim is covered by the warranty or not. If we determine that it is covered, we will repair or replace (as applicable) and ship your repaired mattress or new Winkl mattress back to you. winkl reserves the right to offer you a similar replacement if your item has been discontinued. We will only cover the shipping expenses of the first warranty claim.

Warrantor

Winkl Sleep Group Limited

Please note: Our 120 Night Guarantee and 10 Year Limited Warranty are both voided once your Winkl mattress leaves New Zealand.

Your new Winkl mattress is covered by a 10 Year Limited Warranty. For 10 years after you purchase your new mattress, when it has a defect covered under the warranty, we will replace or repair it. This includes all parts of the mattress determined to have a defect.

This warranty is valid only for the original purchaser from the original purchase date of the original mattress purchased from Winkl, and is non-transferable. If the original purchaser sells or otherwise relinquishes ownership of the mattress to another person, the subsequent owner accepts the product “as is” and “with all faults.”

Winkl mattresses are designed to deliver an effective sleep over the entire lifespan of the product. For that to happen, the mattress must be set-up on an approved supportive base or foundation as described in the Winkl FAQ.

Approved base or foundations include:

  • a) Slat base structurally capable of supporting the weight of the mattress and user(s).
  • b) Box spring base structurally capable of supporting the weight of the mattress and user(s).
  • c) Adjustable base structurally capable of supporting the weight of the mattress and user(s).
  • d) Floor structurally capable of supporting the weight of the mattress and user(s).

This Limited Warranty covers the following defects during normal use:

  • a) Deterioration of the mattress resulting in a visible indentation greater than 2.5 centimeters (25mm), that is not associated with an indentation or sag resulting from use of an improper or unsupportive foundation or base as described in the Winkl FAQ.
  • b) Any physical flaw in the mattress that causes a material impact to the purchaser’s sleep, as long as the mattress has not been improperly handled or used as described in the Winkl FAQ.
  • c) In respect of the mattress cover only, any manufacturing defect in the cover, including seams and zipper assembly. Winkl may, at its own option, repair or replace the cover provided on the mattress. In the event that Winkl replaces the mattress cover, Winkl will replace it with the current style of cover available for the mattress, which may be of a different color, design, or material than the original cover provided.

This Limited Warranty does not cover:

  • a) An increase in softness of the memory foam which is normal and does not affect the pressure-relieving quality of the mattress.
  • b) Normal wear and tear.
  • c) Comfort preference.
  • d) Damage through improper handling or use of the mattress.
  • e) Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage & stains, or soiling.
  • f) Replacement of the mattress due to defective cover. If you purchase a mattress and only the cover is defective (and not the mattress), Winkl will only replace the cover and not the whole mattress.
  • g) Damage from using an improper bed frame, foundation, platform bed, or adjustable base.
  • h) Product sold by re-sellers who are not authorised retailers.
  • i) Product sold “as-is,” “preconditioned,” “reconditioned,” “used,” “comfort return,” “returned,” “previously owned,” or any other similar wording indicating that the product is not “new” or of “first quality,” or has previously been purchased or used by another consumer.

Product Replacement Terms

Except as otherwise provided herein, Winkl will not charge purchaser to repair or replace purchaser’s mattress if it is deemed defective during the length of this 10 year Limited Warranty. No new warranty is provided on a replacement product. The warranty for the replacement product runs from the date of purchase of the original product.

This warranty does not give you the right to get a refund. The warranty only covers replacements, repairs and upgrades for successful warranty claims.

Making a claim

To make a warranty claim simply send proof of purchase (such as your order number or an original dated sales receipt) along with a photo and brief written description of the defect to help@winkl.co.nz.

Winkl reserve the right, in our sole discretion, to require photographs, further information or descriptions, or to physically inspect the mattress prior to accepting a particular claim under this warranty. Should shipping costs be required to return your mattress, you will not be responsible for those costs.

Processing a claim

Any evidence we receive regarding the potential warranty claim, including the mattress itself in some cases, will be cross-examined and evaluated by Winkl. When we have received the evidence, we will decide at our sole, reasonable discretion whether your claim is covered by the warranty or not. If we determine that it is covered, we will repair or replace (as applicable) and ship your repaired mattress or new Winkl mattress back to you. winkl reserves the right to offer you a similar replacement if your item has been discontinued. We will only cover the shipping expenses of the first warranty claim.

Warrantor

Winkl Sleep Group Limited

Please note: Our 120 Night Guarantee and 15 Year Limited Warranty are both voided once your Winkl mattress leaves New Zealand.

Your new Winkl mattress is covered by a 15 Year Limited Warranty. For 15 years after you purchase your new mattress, when it has a defect covered under the warranty, we will replace or repair it. This includes all parts of the mattress determined to have a defect.

This warranty is valid only for the original purchaser from the original purchase date of the original mattress purchased from Winkl, and is non-transferable. If the original purchaser sells or otherwise relinquishes ownership of the mattress to another person, the subsequent owner accepts the product “as is” and “with all faults.”

Winkl mattresses are designed to deliver an effective sleep over the entire lifespan of the product. For that to happen, the mattress must be set-up on an approved supportive base or foundation as described in the Winkl FAQ.

Approved base or foundations include:

  • a) Slat base structurally capable of supporting the weight of the mattress and user(s).
  • b) Box spring base structurally capable of supporting the weight of the mattress and user(s).
  • c) Adjustable base structurally capable of supporting the weight of the mattress and user(s).
  • d) Floor structurally capable of supporting the weight of the mattress and user(s).

This Limited Warranty covers the following defects during normal use:

  • a) Deterioration of the mattress resulting in a visible indentation greater than 2.5 centimeters (25mm), that is not associated with an indentation or sag resulting from use of an improper or unsupportive foundation or base as described in the Winkl FAQ.
  • b) Any physical flaw in the mattress that causes a material impact to the purchaser’s sleep, as long as the mattress has not been improperly handled or used as described in the Winkl FAQ.
  • c) In respect of the mattress cover only, any manufacturing defect in the cover, including seams and zipper assembly. Winkl may, at its own option, repair or replace the cover provided on the mattress. In the event that Winkl replaces the mattress cover, Winkl will replace it with the current style of cover available for the mattress, which may be of a different color, design, or material than the original cover provided.

This Limited Warranty does not cover:

  • a) An increase in softness of the memory foam which is normal and does not affect the pressure-relieving quality of the mattress.
  • b) Normal wear and tear.
  • c) Comfort preference.
  • d) Damage through improper handling or use of the mattress.
  • e) Physical abuse or damage to the structure and/or cover material, including but not limited to, burns, cuts, tears, liquid damage & stains, or soiling.
  • f) Replacement of the mattress due to defective cover. If you purchase a mattress and only the cover is defective (and not the mattress), Winkl will only replace the cover and not the whole mattress.
  • g) Damage from using an improper bed frame, foundation, platform bed, or adjustable base.
  • h) Product sold by re-sellers who are not authorised retailers.
  • i) Product sold “as-is,” “preconditioned,” “reconditioned,” “used,” “comfort return,” “returned,” “previously owned,” or any other similar wording indicating that the product is not “new” or of “first quality,” or has previously been purchased or used by another consumer.

Product Replacement Terms

Except as otherwise provided herein, Winkl will not charge purchaser to repair or replace purchaser’s mattress if it is deemed defective during the length of this 15 year Limited Warranty. No new warranty is provided on a replacement product. The warranty for the replacement product runs from the date of purchase of the original product.

This warranty does not give you the right to get a refund. The warranty only covers replacements, repairs and upgrades for successful warranty claims.

Making a claim

To make a warranty claim simply send proof of purchase (such as your order number or an original dated sales receipt) along with a photo and brief written description of the defect to help@winkl.co.nz.

Winkl reserve the right, in our sole discretion, to require photographs, further information or descriptions, or to physically inspect the mattress prior to accepting a particular claim under this warranty. Should shipping costs be required to return your mattress, you will not be responsible for those costs.

Processing a claim

Any evidence we receive regarding the potential warranty claim, including the mattress itself in some cases, will be cross-examined and evaluated by Winkl. When we have received the evidence, we will decide at our sole, reasonable discretion whether your claim is covered by the warranty or not. If we determine that it is covered, we will repair or replace (as applicable) and ship your repaired mattress or new Winkl mattress back to you. winkl reserves the right to offer you a similar replacement if your item has been discontinued. We will only cover the shipping expenses of the first warranty claim.

Warrantor

Winkl Sleep Group Limited