Frequently Asked Questions
About Our Latex & Manufacturing
1. What makes your latex mattresses different from other mattresses?
Quality, feel & selection.
We only use the highest quality 100% natural, organic, Eco-Institut and FairTrade certified latex padding as the principle comfort layer in our mattresses – sourced from the global leader in latex foam manufacture. This is reflected in our mattresses’ unmatched feel and comfort irrespective of thickness, model & firmness. Unlike companies who offer a one size fits all product, we do not believe in this model for it does not adequately our customers. Everyone is built different, has different circumstances and we are focused on providing best in class comfort across our range. We offer eight different mattress models which incorporate latex padding to suit all needs.
2. Do you manufacture your own latex mattresses?
We make all our mattresses at our Melbourne factory.
We are direct importers of the raw components (e.g., natural latex, pocket springs etc.) and do final assembly of the mattresses at our Melbourne facility. We are invested in supporting local manufacturing, not only so we can precisely control quality – but to afford you the most competitive prices on the market for latex bedding without any uncessary markups.
3. Where does your latex come from?
We only source our latex from the global leader in latex foam production – EarthFoam.
EarthFoam is an American majority owned company, headquartered in Sri Lanka. They are the global leader, and largest producer of latex foam for the bedding industry – with 90% of their latex being sent to the United States for their consumption. We have a strategic arrangement with them to import full container loads of their latex, landed in Melbourne. This is how we are able to bring you the highest quality organic latex at the best possible prices.
Unbeknownst to most people, it is not just good enough to shop for latex based on country of origin. An analogy to explain this fallacy is buying wine based on where it comes from or saying “French wine is better than Australian wine”. This does not make sense because there are fine Australian wines and likewise, fine French wine. How you shop for wine is based on the Vineyard and vintage. The same applies for natural latex. This is because the end quality of the product is determined by how well you control the hundreds of manufacturing variables needed to produce a consistent latex foam cell structure which is reflected in the consistency and feel of the finished cushioning.
Not to worry, we’ve done the rounds for you. Sourcing the best latex involves an intimate knowledge of how latex foam manufacture is done, and we’ve selected the manufacturer which makes the best natural and organic latex in the world.
4. What certifications does your latex have?
Our latex is made to the highest quality & non-toxicity testing standards available.
Our latex is GOLS, Eco-Institut, Organic Content, FSC, Fair For Life, Okeo-Tex, ISO9001 & ISO14001 certified.
Global Organic Latex Standard (GOLS) certification is the world leading standards for organic latex. To achieve GOLS certification, a latex foam product must contain more than 95% certified organic raw latex. The certification also includes strict requirements around manufacturing, traceability, environmental practices, and harmful substance testing. For customers, GOLS certification provides added confidence that the latex has been independently verified against recognised international standards for quality and sustainability.
Eco-INSTITUT certification is an independent leading German testing standard that assesses latex and other bedding materials for harmful emissions, volatile organic compounds (VOCs), and hazardous substances. Products that achieve Eco-INSTITUT certification are tested to strict safety and indoor air quality standards, helping provide customers with confidence that the latex has been independently verified for cleaner, low-emission performance in the sleep environment.
Fair for Life certification is an independent fair trade standard that promotes ethical sourcing, fair working conditions, and responsible supply chains. For natural latex products, it helps ensure that workers and farming communities involved in latex production are treated fairly and supported through socially responsible practices. The certification also includes environmental and sustainability requirements, providing customers with greater confidence in the ethical integrity of the latex supply chain.
OEKO-TEX® certification independently tests textiles and bedding materials for harmful substances and chemical safety. For latex mattresses and sleep products, it helps ensure that the materials used have been tested against strict international standards for substances that may be harmful to human health. This provides customers with added confidence that the product has been assessed for safety, skin friendliness, and indoor sleep environment suitability.
ISO 9001 and ISO 14001 are internationally recognised standards for quality management and environmental management systems. ISO 9001 focuses on consistent manufacturing processes, quality control, and continuous improvement, helping ensure reliable product standards. ISO 14001 focuses on responsible environmental practices, including waste reduction, resource management, and sustainability initiatives. Together, these certifications provide customers with added confidence that latex products are manufactured under structured, independently audited quality and environmental management systems.
5. What makes your latex sourcing so special?
We only source our latex from the Global market leading in leader foam production.
We have used our decades of industry expertise and know-how, to scour the planet for the best quality latex. We firmly believe that we have found it.
To explain why our strategic latex supplier is so important, one must first understand how latex cushioning is made. In a nutshell: raw latex milk is tapped from the rubber tree in its watery form. Before it is converted into cushioning it needs to be concentrated, at a processing facility. The rubber sap is centrifuged to remove the excess water, effectively doubling the dry rubber content. The concentrate is then left in big storage silos to mature for a few months. The concentrate after maturing is then mixed with a proprietary selection of soaps and a salt based gelling agent as its whisked up to form a foam. In the foam form, its pumped into big oven trays before its baked like a cake to turn the semi-solid foam into a solid rubber block. After its baked it is washed several times before being left to dry.
EarthFoam is a special manufacturer of latex as they control the entire value adding chain associated with converting raw latex milk (i.e., sap) into a finished latex block of cushioning. This includes direct sourcing of the sap from 300+ small organic plantations, the processing of the latex sap into a concentrate (centrifuge) and end manufacture of the compound into a block (vulcanisation). They quality control each and every step – squaring off the hundreds of variables required to ensure the end product is of a high and consistent quality that performs.
This ensures we are able to source the highest quality organic latex at the best possible prices.
6. How does European latex compare to yours?
Many companies subtley or overtly play up the borderline racist, cultural cringe factor associated with buying anything that is an “Asian” or non-European latex product – suggesting that if its “European” it must be high quality similar to other notable export products from that part of the world.
The joke is this: European latex by and large is rarely 100% natural or organic certified, and their total manufacturing output pales in comparison to other more competitive latex manufacturing countries.
The reason for this stems from the fact that the Hevea brasiliensis (i.e., rubber tree) is a tropical plant that does not naturally grow within the temperature climate of the European sub-continent. Accordingly, for these producers to obtain natural latex they need to import it from the open market from a latex producing country and have it shipped in big drums via. ocean freight to their facility before its even converted into a foam. Concurrently, they also have to pay higher European energy rates to convert that material into a finished product.
The result of this is A) these producers would shy away from selling 100% natural latex products due to the cost, and substitute a part of the compound with petrochemically derived synthetic rubber (a.k.a. Styrene Butadiene Rubber (SBR)) which is far cheaper. Or B) offer a 95-100% natural latex latex product at a much higher rate, not because its exponentially better quality but due to the fact higher production costs are passed onto suppliers which use European latex in their mattresses.
The feel, elasticity, durability and quality of 100% natural latex is second to none and cannot be replicated by inferior synthetic blended latex products.
7. Is latex hot to sleep on?
Latex is the most breathable cushioning to sleep on bar none.
This idea that latex is hot is one of the largest misconceptions about latex, which couldn’t be further from the truth.
Natural latex has an open-poreous cell structure because its made by mechanical mixing as opposed to relying on a chemical reaction to foam up. This means the cushioning itself (not the holes!) is conducive for airflow and breathability.
Firstly, many people confuse natural latex to petrochemical foam or memory foam mattresses because they are both non-sprung products. Herein lays the confusion because memory foam is ironically the hottest and sweatiest thing to sleep on. Petrochemical foam or memory foam is chemically made. Due to the intense foaming reaction during their manufacture, under a microscope and by looking at it with the naked eye they have what is called a have a semi-close to closed cell structure. The heat stigma attached to memory foam is so strong, many memory foam manufacturers and companies which sell it are trying desperately to rebrand it as “cool-gel”, “gel-infused foam”, “visco-elastic gel” (anything but the name memory foam, really) by infusing a blue colour dye into what was formerly yellow or white memory foam (without changing anything else).
Secondly, companies that aren’t invested in selling higher quality mattresses that incorporate organic latex padding can’t competitively offer their products at market without pricing themselves out. As a result they have a vendetta to spread lies and misinformation about latex. This is because latex costs approximately four times the cost of normal polyurethane or memory foam. We ourselves, need a direct to retail, control our own manufacturing and need to be latex importers to supply latex rich bedding at affordable prices. The average franchise re-selling chain-store has double the mark-up involved before the mattress even gets sold to consumers. This results in non-latex products being sold at even higher prices than what we sell latex for.
Delivery & Terms of Sale
1. How does delivery work for Melbourne / Regional Victoria?
Metro Melbourne & Regional Victoria Customers (0-50km Radius of Melbourne CBD)
As standard, we offer our white-gloved in-home delivery service which is either $95 for Metro Melb (0-25km radius) or $175 for Regional customers (25-50mk radius). For an additional $50 ontop of this price, we can offer professional assembly for items that require it (e.g., Adjustable beds, wooden bedframes). This standard service takes place every Saturday. Week-day delivery (Thurs-Friday) is available upon special request, at a higher cost.
Our in-home delivery service includes our team coming into your home and placing all items in place nicely. For mattresses we will open up the packaging and put it in place if the space is ready. For platform bases and headboards small matters such as screwing in the legs and opening up the packaging to put it in place, will be done complimentarily without you having to pay for the additional $50 assembly surcharge.
Our contracted delivery partners are not involved in collecting payment, nor can take-away the packaging. However, they will ensure it is neatly folded and placed away for you to put in the recycle bin.
2. How does delivery work for Rural Victoria and Interstate?
Rural Victoria Customers (50km+ Radius of Melbourne CBD)
Due to the variable distances involved we have three options for customers in this category:
1) We can still offer our white-gloved in-home delivery & assembly service however flat-rate radius based charges on the website no longer apply. If you require this service we will provide a detailed quotation for these services based on distance (diesel cost) and our staff time cost. All deliveries going to rural Victoria are done during the week, apart from our normal Saturday delivery run (Tues-Friday). This service cannot be automatically booked in via. our website checkout. Please call us on 03 9042 1173 for a shipping quote.
This service does not include packaging removal, however we will ensure it is neatly folded for disposal.
2) We can send all items via a third-party transporter which does delivery to door (no assembly, in-home service). This service can be automatically booked in via. our website checkout which provides the rates for this service.
3) Organise collection of all items from our Campbellfield factory, 3061 which is free of charge. We will assist in loading.
Feel free to reach out to us, and we will help you come up with the most cost effective solution depending on the items ordered and your service requirements.
Interstate Customers
As specialist bedding providers we ship nationally every week. There are three options for our interstate customers.
1) We can offer you in-home delivery and even assembly through a third party company that has a removalists certification & insurance if you are from NSW, QLD and SA. For an indication of pricing, this roughly costs twice the ammount compared to the delivery to door option which can be viewed on the website checkout, with additional assembly service being $150 ontop of this price.
This service cannot be automatically booked in via. our website checkout. Please call us on 03 9042 1173 for a shipping quote if you require this.
This service does not include packaging removal.
2) We can send all items via a third-party transporter which does delivery to door (no assembly, in-home service). This service can be automatically booked in via. our website checkout which provides the rates for this service.
3) Organise collection of all items from our Campbellfield factory, 3061 which is free of charge. We will assist in loading.
Feel free to reach out to us, and we will help you come up with the most cost effective solution depending on the items ordered and your service requirements.
3. How long does it take to make my mattress?
We make every mattress to order, and begin once we have your order. Our standard lead-times for mattresses are 2-3 weeks, which allows us enough time to make and schedule your order for delivery. During peak periods this may increase to 4-5 weeks.
4. How long does it take to get to me?
METRO / REGIONAL VICTORIA
Once we have your order, as standard we will schedule you onto the next available Saturday delivery run unless we receive instructions from you otherwise.
RURAL VICTORIA
If you have opted for our white glove service – once we have your order, as standard we will schedule you onto the next available Saturday delivery slot we run every week. From there, we will then organise a separate time to the nearest available Tuesday-Friday with you to do a special delivery run out to you.
If you have opted for delivery to door through a third party transporter, please see the INTERSTATE delivery advice below.
INTERSTATE
For interstate customers, we will schedule your mattress for dispatch nearest to the next available Saturday delivery slot we run every week. That way, we make your order as if it was being dispatched locally so we can send it out the week of that Saturday, or following week. This is dependent on how inundated we are with orders, and transporter pick-up availability. Conservatively allow for one working week for the order to reach you after dispatch.
FACTORY PICKUP or SHOWROOM PICKUP
Once we have your order, as standard we will schedule the order to be made by the next available Saturday delivery unless we receive instructions from you otherwise. We will then ensure that the items are made for pickup for the following week collection as standard. Please note our factory hours are 9-5pm (Monday-Friday). Pickups on Saturday must be done by 9am.
For showroom pickup, please note that we will only be able to accomodate this request if you are collecting the item the same day it is dropped off at the showroom for collection by our team (a Saturday). We do not have capacity to store your items at the showroom for more than a day, and it will be returned to the factory if not collected.
5. What delivery advice do I get?
Immediately after we take your order, a tax invoice will be generated and sent to you on the same day. Please note that for online orders, we will still send a separate formal tax invoice from our company above and beyond the digital confirmation sent automatically for your reference.
A few days before your order comes…
For any in-house white glove delivery service we provide 2-4 days prior to delivery a 2-hour time window for delivery on the allocated day. Please note, that these time slots are allocated based on the most efficient way for us to do our delivery run, and we cannot fulfill requests for specific times. We will try our best to accomodate specific time requests but this is not guaranteed unless agreed prior to sale. We are not liable for additional re-delivery charges or for delays if you are unable to last minute accept the delivery slot we propose, if this was not agreed to prior to sale. PLEASE ENSURE YOU PICK UP THE PHONE to confirm you are there, or we will need to reschedule your delivery. Please note we are not liable for any additional delays associated with a rescheduled order if we cannot get ahold of you.
The day of delivery…
Our contracted partner will call you when they are on the way from the previous delivery with a precise estimated time of arrival. PLEASE ENSURE YOU PICK UP THE PHONE to confirm you are there, or the team assume you will not be home and will not deliver. Please note we are not liable for any additional delivery charges associated with a missed delivery.
RURAL VICTORIA
We will organise a special service to customers in Rural Victoria apart from our normal run if they have opted for our white gloved service. A day, 2-hours time window will be provided a few days prior to delivery. An ETA will be provided when our team is on the way.
INTERSTATE CUSTOMERS
Upon dispatch of your order, we will provide tracking details and the contact of the company who is carrying your order. Higher level delivery services (not delivery to door only operators), may book in a specific timeslot to delivery your goods.
For all delivery to door orders, we will specify that the company attempts to call you prior delivery. Please note we are not liable for any additional delivery charges associated with a missed delivery.
6. Do your mattresses come roll packed in a box?
For customers having deliveries via. our white gloved service we do not send the mattresses roll-packed and compressed as standard.
For customers having their ordered delivered to door via a third party transporter, the prices quoted at the website checkout are based on the mattresses being roll packed and compressed for transport after its made. If you would not like your mattress roll packed and compressed, but its going interstate you may elect to use the higher level of service interstate transport described in section 2 of this FAQ.
7. What are your terms of sale?
PAYMENT
- Full payment must be made at least 1 week prior to delivery.
- Special size orders to be paid in full at time of ordering.
- Cheque payments to be made at least 7 days prior to delivery to allow for bank clearance.
WARRANTY
- Invoices must be kept for proof of purchase and presented for any warranty claims.
- Mattresses carry a 10 year limited warranty unless otherwise stated.
- Electric Adjustable bases have a 10 year warranty unless otherwise stated.
- Do not sit on adjustable frame when the bed is in the raised position. Warranty will be void.
DEPOSITS & REFUNDS
- Deposits not refundable “as of right” where order is cancelled.
DELIVERY
- If delivery address is unattended at advised delivery time customer may be liable for additional delivery
- All efforts will be made to make delivery on time and customer will be advised if circumstances prevent this.
LAY BY
- Payments to be made regularly and at minimum 1 payment per fortnight
- Lay by not to exceed 3 months unless agreed to by Natural Comfort prior to sale
PACKAGING
- Please note delivery driver does not take away packaging.
Business Practices
1. Why don't you offer a 100 night free trial?
The reason why companies in the last few years have had to promise their customers the Earth with a free trial is that they are mainly online only operators, with most of the customers not being able to try before they buy. Although they may try and coach this policy as being a benevolent offering, the fact is that if they didn’t offer a free trial most people wouldn’t have the confidence to buy something sight unseen – especially for a mattress that is supposed to be lasting many years.
We disagree with this this business practice. As opposed to trying to sell you a free trial or un-realistic warranty (where if you actually read the fine print, makes it not even worth the paper its written on or oferred by a company that has been only around for a fraction of the time they promise their warranty for) – we sell our products based on their comfort & support & we invest in a proper retail showroom with experienced staff to help you make the right decision.
We also disagree with companies offering a free trial because it promotes wasteful consumption and we have a policy of making each mattress brand new to order for each customer. Imagine the mountain of mattresses these companies are having returned to them each month – not because there is something wrong with the mattress but because a customer had rejected it because they weren’t happy with the feel or comfort as they didn’t know what they were getting.
There is no better way to ascertain whether a mattress is comfortable and supportive than trying it in our showroom floor. What you see is what you get, and if there is any qualms about that we are here to back you up immediately (which you can’t do as there is no point of reference if you are buying sight unseen). Your body is the most intuitive and responsive mattress tool on the planet. Relax & listen to what your body is telling you is comfortable.
If you can’t come in immediately, we are happy to provide 100% non-committal advice and information to help you make the right choice. Most of our mattresses come with fully removable zip-covers, allowing you to even further customise feel and comfort levels after you’ve bought it – so you won’t be put out with something that doesn’t feel right for you.
2. What is your warranty policy?
We back all our mattress with a standard 10-year warranty. Adjustable beds and bedframes, ensemble bases and headboards also come with a standard 10-year warranty.
The warranty is pro-rata warranty against any manufacturing defects & reflects the nature of the products we sell which are long term, consumable goods – as they consume themselves over many years of use. Any exercise of the warranty involves us repairing or replacing the items of a value equal to a percentage of the initial order amount depending on the circumstances.
In the first year, you are fully covered and as time goes on the warranty diminishes in 10% increments until it depletes after 10 years.
Please ensure to keep all invoices, proof of purchase and contact us if there are any issues.