Q. What if I’m entitled to a refund?
A. Once we have approved your refund, we will endeavour to issue you with your refund the next business day. Once your refund has been processed, please allow 2 – 3 business days for the funds to reach your account via original payment method. You will receive a notification of refund receipt via email details you provided. If you return an item paid for by a combination of a credit card / bank transfer / PayPal and a voucher, you will be refunded according to the initial payment value made from each. For full terms and conditions please see our Shipping & Returns page.
Q: Can I cancel my order?
A: You can cancel the order for a full refund providing that the order has not been dispatched. Please notify us as soon as you change your mind and we will try our best to accommodate this. In the case that you notify us too late and the order has been dispatched, you can return the order with full refund however you need to be responsible for the return postage (return amount excluding the shipping cost).
Q: How often should I replace my mattress or pillow protector?
A: Fern Fabric® has 10 years guaranteed fabric performance providing that care instruction is followed at all times.
Q: Can I pay for my order using a voucher / promotional code?
A: Yes. You can pay for the price or discount price using our gift voucher or promotional code. The Shipping and Handling fee attached to each order cannot be covered by a gift voucher or promotional code and must be paid via one of the accepted payment methods. Please note that some vouchers and promotional codes may attract a minimum spend that excludes the cost of Shipping and Handling. Online voucher or gift card is non-refundable and cannot be exchanged for cash. Expired gift cards are not redeemable and the amounts cannot be refunded or credited once expired.
Q: How do I know which size I should buy?
A: Each product page will have a description of measurement in Length, Width and Depth of the product (all in centimetres). We also provide complete products and measurement details on Product Information & Care.
Q: Do I have to worry about shrinkage?
A: Fern Fabric® does not shrink after washing and drying. The size will remain the same throughout the product life cycle so you do not have to worry about any shrinkage.
Q: How often should I wash the mattress & pillow protector?
A: We recommend that you wash the mattress & pillow protector once every 10 weeks. Please always follow care instruction or it will void the warranty. Full care recommendation can be found on Product Information & Care. Normal linens recommended to be washed weekly.
Q: Will the mattress & pillow protector protect me against dust mites?
A: Yes. Fern Fabric® mattress & pillow protector will protect you against dust mite allergens, as the FernProtex™ layer acts as an impermeable barrier between human skin and dust mite allergens.
Q: How do I use the mattress / pillow protector?
A: Depending whether you purchase the fully encased protector or the fitted sheets type (for mattress); you need to ensure the mattress & pillow is neatly fit in and the zipper is fully closed on all sides. Please refer to Product Information & Care for instruction to how to fit the mattress protector. Once the protector is in place, you can use your normal linen on top of this. It is recommended to cover the protectors with normal linen or with Fern Fabric® Duet Striped Anti-Microbial Fitted Sheet Sets.
Q: Which product I should choose: fully encased mattress protector or fitted mattress protector.?
A: If you have a dust mites allergy, we recommend that you use Fern Fabric® fully encased mattress protector as it offers you complete protection against dust mites allergens. Fitted mattress protector is suitable for Eczema and sensitive skin. Both of the fully encased protector and fitted sheets are waterproof, stretchable and breathable. FernProtex™ monolithic layer minimises friction with the skin and does not contain loose fibres that can irritate or contaminate broken skin.