Delivery + Shipping
When will I receive my delivery?
For Standard Delivery (Free on all Australian orders) it will take 1-2 business days for VIC, NSW, SA and TAS. For QLD 3-4 business days. For WA 4-5 business days, for NT 4-7 business days. For New Zealand 4-7 business days and for the rest of the world 7-15 business days.
Is delivery free anywhere in Australia?
Yes. We offer free Standard Shipping to anywhere in the country.
Can I track my order?
Yes. Just get in touch and we will provide you with a tracking number.
When will my order be dispatched?
Orders are dispatched on the same day you placed the order if it is before 12pm. If we have done a product launch this may slow it down by up to a day.
Returns + Exchange
What is Cuddle Buddy's return policy?
We offer a 60 day period from when you first receive the pillow. You can return your product only if it has not been used. We will gladly accept a return if you have changed your mind for any reason subject to the following conditions... Items must be returned within 60 days of purchase together with proof of purchase... Items must be in their original condition. Please do not send items back without first contacting us.
Who is responsible for postage fees in the event of a return?
Where items are returned due to faults, we will absolutely issue a full refund for the purchase including any original postage fees paid. For 'change of mind' returns the value of the refund will be to the value of the product only. Sometimes we're not able to tell from photos or evidence provided whether there is in fact a fault. If this happens we'll provide you with a pre-paid returns label in good faith to ship your pillow/s back to us but we will need to assess whether we believe a fault exists once your items return to our premises. If we determine that there is no fault you may be required to pay a re-shipping fee to have the item sent to you again.
How do I return a pillow?
To return an item you’ve ordered you will need to request a pre-paid returns label. To do so, please email us at firstname.lastname@example.org with ‘RETURNS’ in the subject line and be sure to include your contact details, order number and reason for the return in the body of the email. If the return is due to a product fault please also include a photo of the item. For all approved exchanges or returns we will issue you with a pre-paid returns label which you will receive via the email address entered when placing your order. You can print and take it along to the post office to send your return. Once the return is received at HQ it will be reviewed and after being cleared you will receive a refund for the purchase price. If the return is for a change of mind you will be refunded the product value less any associated shipping charges (original and return shipping) but with our pre-paid return labels you'll be getting the lowest possible shipping rates. Unfortunately, we are unable to offer change of mind return labels for international customers. We endeavour to process refunds as soon as they are received but please allow up to 3 business days for returns to be processed. You will receive an email notification of any refund once it has been processed.We recommend using a traceable delivery method and taking note of your tracking number. We cannot be held responsible for lost returns.
What if I have received something faulty?
Firstly, we are incredibly sorry. There's nothing worse than opening a parcel only to find your item isn't what you expected. Follow the returns process and attach a photo of the fault. If still in stock we will replace the item for you otherwise we will issue a full refund upon receiving your return. Please be sure to contact us regarding any faults within 60-days of your order to ensure we are able to assist with issuing a refund.
Billing + Payment
How can I pay for my order?
We accept Visa, Mastercard, PayPal, Afterpay, AMEX, Apple Pay and Google Pay
Do you offer interest-free finance?
Yes we do! We offer Afterpay. Simply select Afterpay during checkout to apply, you will receive an answer within seconds and can purchase straight away.
How does Afterpay work?
To sign up to Afterpay all you need is a Visa or Mastercard credit or Debit card, to be over 18 years of age and to live in Australia. Afterpay is an interest free payment plan option. You can spend up to $1,000. The funds of the first payment will need to be available on your card at the time of purchase. If you wish to return your items you can simply return through the normal process and you will be then refunded through Afterpay.
What are the pillows filled with?
They are filled with 100% Polystyrene Beads.
What are the covers made from?
Traditionally, the Comfort, Mega, Body and Reversible Pillow covers are comprised of 85% Spandex and 15% Nylon. The Neck pillow is comprised of 52% Polyester, 40% Nylon and 8% Spandex. The Contoured Bed Pillow is comprised on 52% Cotton, 42% Polyester and 6% Spandex.
We are always introducing new covers and materials, the composition will be detailed on each product page.
How do I clean my pillow?
The Comfort, Neck, Contoured Bed and Reversible pillows can be spot cleaned or hand washed. Alternatively it can be washed in a washing machine but only on a gentle cycle with lukewarm water and in a front loader machine. For the Body and Mega pillows the covers are removable and can be spot cleaned, hand washed or washed in a washing machine like mentioned above. We also recommend using a mild detergent.
Where are the pillows made?
The pillows are designed in Australia and made by our friends in China.
Every now and then we also make some styles locally to keep offering new styles for our fan base!
Can I purchase spare covers?
Spare covers are available only for the Mega and Body pillows.
Do you still sell in shopping centres?
We do not sell in shopping centers anymore. We solely operate on the internet.