Stargazer Mattress FAQs

Setting up your new Kip&Co Stargazer Mattress can be done in just a few simple and easy steps. For your safety and ease, we do recommend having a friend or family member on hand to assist you with the below:

1.     Open the box at one end and carefully slide the plastic wrapped mattress out.

2.     Remove the outer plastic sheet (this does not require scissors to open it).

3.     Place the mattress on the floor or the bed base, ensuring there is adequate space surrounding the area.

4.     Carefully cut one corner of the plastic shrink wrap and the mattress will immediately begin to expand.

5.     Remove any remaining plastic by hand.

6.     Your new mattress will be ready to sleep on immediately, say hello to a perfect night's sleep!

7.     Any issues, contact us.

The Kip&Co Stargazer mattress is proudly made to order, just for you, in Melbourne, Australia. Plus, we use almost 100% locally made materials, from fabric, springs, foam and even the box!

The fabric is made in Australia, the springs are made using Australian steel, the foam is made in Australia.

In fact, even our box is Australian-made, so you may even say we are the most Australian-made of the Australian-made mattress market!

The Deluxe version of Stargazer contains a more advanced memory foam called Hygroflex (TM).  According to research conducted by RMIT University, Hygroflex (TM) improves sleep efficiency through its active response to the body,. It delivers 27% faster heat dissipation and 67% better body conformance than standard memory foam. 

We believe it’s what’s inside that counts! That’s why we use the best materials to ensure the comfortability and longevity of our products such as:

Joyce Foams: Certified by Global Green Tag, Joyce manufactures the most innovative and highest quality foams on the market in Australia such as Hygroflex and utilizes VPF Open Cell Technology ensuring total comfort.

BHP Steel: Our  pocket springs are made in Melbourne and ensure there is  absolute minimal height loss during the life of your mattress, optimal performance for skeletal health and minimal partner sleep disturbance.

Bekaert Fabrics: A world leading fabric manufacturer with a facility here in

Australia, Bekaert delivers the finest, most advanced fabrics for our Stargazer mattresses.

The Kip&Co Stargazer Mattress Split Interchangeable Comfort system allows you to individually tailor each side of the bed from your choice of 3 different feels. You can easily swap each of the comfort layers in your mattress to ensure you get the perfect feel and a perfect night's sleep.

This is what dreams are made of!

We believe in running a business which is environmentally conscious and shipping the mattresses in a box greatly reduces our carbon footprint and allows us to deliver an exceptional product for as low cost as possible, direct to your door!

Quality is at the forefront of everything we do, that’s why we compress our mattresses using our in-house state of the art mattress
compression machine. As we only use first-rate materials, once you unbox your mattress you will see that it immediately springs to life! The compression process is utilised as it makes storage and transport much more economical and it also makes it easier to manoeuvre into your home.

You can try the mattress at home with our risk-free 120-night trial. If you don't love it, you can return it for a full refund (return conditions below).

There’s no place like home, that’s why we offer a free, 120 night at-home trial from the day your mattress arrives.

While we are confident you’ll fall in love with your new mattress, rest assured that if you aren’t completely satisfied with your mattress within the 120 night trial you can return this for a full refund. You do get a chance to switch out your comfort layer first, completely free of charge if return conditions are met.

We recommend giving your body adequate time to adjust to your new mattress for at least 30 days. However, after 7 days we are happy to provide you with one free comfort layer adjustment at your request. After this, if you're still not happy, we'll arrange a return.

If it’s still not quite right after you’ve tried a different comfort layer and tried this out for 30 days, simply contact us and we will happily organise for either another comfort adjustment or for your mattress to be collected free of charge. A full refund will be processed once we receive the mattress back in good condition and if the return conditions have been met.

To be eligible for a return, the following conditions must be met:

-Mattress protector must be used

-No improper use of the mattress (eg. Pet damage)

-No insertion of materials not provided by the manufacturer

-You must be the original purchaser of the mattress.

We offer free delivery to almost everywhere in Australia!

Currently, mattresses are exclusively made to order and are ready for dispatch in 2 to 3 business days. In general, we can estimate a 1- 14 business day delivery once your mattress has left the factory, depending on your location.

Once your order has been dispatched, you will receive an email with a tracking number and link from us which you can use to monitor the progress of your delivery.

Our delivery service includes delivery to your bedroom and we will even take the rubbish with us!

Absolutely! We will bring into your house and even take away the rubbish.

At this stage, we are unable to guarantee a specific delivery time.

To ensure a safe delivery, your parcel is vacuum sealed, roll packed, enclosed in a thick wrap and then placed in a box. If you are not at home, your mattress will be left somewhere safe.

At this stage, we don't offer this service ourselves due to using third party delivery partners.

We strongly encourage you to contact one of the many wonderful organisations that upcycle mattresses for free or a small fee such as Soft Landing, Bed Collect and Planet Arks.

In many areas your local council will collect them in hard rubbish pick-ups, and there are a number of charities such as Vinnies, The Salvation Army, Refugee Council of Australia, Lifeline and DonateDirect who accept mattress donations to give to those in need.

As your mattress has been compressed and vacuum packed it may initially have a slight ‘new material’ smell (Just like a ‘new car’ smell). Don’t stress, this is completely normal!

Since your mattress is made to order in Australia it won't stay compressed for too long so any and all odour will clear in a short period of time. The best way to aid this process is with good ventilation and airflow in the room.

We believe in running an environmentally conscious business, that’s why your packaging is made up of 50% recycled material and is also 100% recyclable!

Your mattress is strategically engineered to last, but we do suggest a few simple measures to ensure you will continue to receive a quality night’s sleep for many years to come such as airing your mattress periodically indoors (we recommend doing this when changing your linen), avoiding direct sunlight as foams are prone to discolouring and always taking care when handling the zipper.

Your mattress is designed to work on any base that has adequate support and ventilation.

If you are using a slat base, the slats should be no more than 10cm apart and for your best comfort we recommend that they are straight (flat) slats. We don’t recommend using the mattress straight on the floor without ventilation underneath as this can lead to moisture build up and mould growth.

Absolutely. We strongly suggest that a suitable waterproof mattress protector be used at all times fully covering your mattress. This will extend the life of your mattress and maintain its durability and hygiene.

Please note: The mattress warranty will NOT be honoured if a suitable waterproof mattress protector has not been used as per warranty terms and conditions.

The Kip&Co Stargazer Mattress has been designed with specific multi-zones and no-turn technology in mind which means it is not necessary to rotate the mattress.

We do not recommend washing the foam inserts. Using a waterproof mattress protector will also mean you won’t have to.

Our split comfort adjustment allows you to tailor both sides of your mattress to suit each individual's body type, preferences and sleep positions to ensure a perfect night's sleep.

Yes! You can choose to have one or both sides adjusted, free of charge for your first change.

We offer the below five comfort layers (crafted from foam) to cater to every sleeper's wants and needs:

Firm: A firm mattress is suitable for stomach and back sleepers. This level, while being quite firm, still offers a nice level of comfort.

Medium: A medium mattress is usually the best comfort level for most people and is suitable for side and combination sleepers (stomach, back and side).

Soft: A soft mattress is suitable for those who like to sleep on their side or want a softer layer that conforms to the body.

If after 7 nights you decide you would like to change the comfort layer on either or both sides simply contact us at [email protected] and we’ll arrange to ship this to you free of charge.

*1 replacement per side after 7 days and before 120 days from delivery. After 120 days, inserts can be purchased at an extra cost.

You do not need to send us back your current comfort layers. We recommend holding on to these in case you would like to change them back in the future as your needs can change over time.

Alternatively, you may choose to recycle, donate or even repurpose these. This is your chance to get creative! We find our high quality foam to be of great use in caravans, outdoor day beds and can even make fabulous pet beds as not even your furry friends can’t resist the comfort of a five-star sleep.

Yes, you are able to request as many comfort adjustments as you would like. Please keep in mind, all Comfort Adjustments after the complimentary first free one will incur a cost (between $88-$131).

If you are not satisfied before the conclusion of the 120 night trial period please contact us at [email protected] to obtain refund approval from the team.

Once we receive your return request we may ask for further information and images of your mattress. If all the return conditions have been met, we will approve your return and will shortly provide you with instructions about how to prepare your item for a free return.

While in most cases we strive to have your mattress picked up by one of our delivery partners within two business days after the required information has been received, it can sometimes take up to ten business days.

On pickup day, the mattress must be ready on the ground floor of your house or apartment building.

On the rare occasion we get a returned product, we will either recycle it or donate it to a charity, depending on the issue and condition of the mattress.

Most refunds will be processed within 5 to 10 business days after receiving refund approval, depending on your financial institution.

Should you not receive your refund after this time, please contact us at [email protected]

Our 20 Year Warranty extends to all mattresses manufactured by our partner, and sold by Kip&Co

The warranty commences for 20 Years from the date of delivery of the mattress. Our 20 Year warranty covers any flaws, major blemishes or manufacturing defects in both materials and workmanship when your mattress is used in the usual course and for its intended purpose.

The warranty is limited to the original purchaser and expires once the original purchaser ceases to own the product.

Warranty repair or replacement can only be provided by us directly to you and is only applicable while you are a resident in Australia.

-Loss of mattress height less than 5% of the original height

-Improper use of the mattress (such as pet damage)

-General wear and tear (stains, tears, burns and discolouration cause by light exposure)

-Damage caused by incorrect care and cleaning

-Allergies or sensitivities to the mattress, including natural aromas from foam or other materials

-Damage caused by insertion of materials inside the mattress not provided by us

-Excessive use of the Comfort Exchange Zipper

To begin a warranty claim please contact us at [email protected]
so we can help get any issue sorted!