Frequently asked questions

Ordering Online

1Do I need to create an account to place an order online?

No, you don't necessarily need to set up an account to order online with us, you can continue to place an order as a guest.

However, creating an account with us will allow you to securely store alternate delivery addresses and credit card details to speed up future purchases as well as reference any past orders you have made with us. The valuable information you supply is used only to process your order.

If you have previously shopped with us in-store, you may already have an account linked to your preferred email.

If you'd like to receive information regarding our new ranges, exclusive offers, and care tips, please subscribe to our Home Club at checkout or when creating an account.

2I have just tried to log into my account to check on a past order, but my log in details aren't working, why is that?

You may have noticed that we have a shiny new website! Which has launched just recently. All orders are still in our back end, but as this is an entirely new platform, the data from our old website won't appear here.

This does mean that you will need to create a new account on the new platform for future purchases, which we will link to your account with us in the backend. Rest assured, any current and past orders and all other information relating to your account, is still in our retail system.  

If you would like us to supply a particular order, please let us know and we will be happy to forward the requested invoice.

Should you have any further questions or run into any troubles setting up a new account, please feel free to Contact Us.

3How can I check the status of my order?

You can reply to your order confirmation email, or call us on +1 9703 299 861 at any point if you would like an update on your order.

Please Note: Any ETA’s provided are estimates only and may be subject to change. Any shipping delays are outside of our control, for which Ritchie  can not be held responsible for.

Methods of Payment

1What payment methods can I use?

We accept Visa, Master Card and PayPal through our secure online payment portal. We also accept express checkout payments using Shop Pay or Google Pay.

We also offer Zip, available for online purchases over $1000.

2How do I make a payment online and are my details secure?

When your cart is ready to proceed to the checkout, follow the prompts to confirm your details, and then authorise your payment. We accept major credit and debit cards including VISA and Master Card and express checkout options Shop Pay and Google Pay.

We value and prioritise the safety/security of our customers sensitive information, which is why we have ensured that we have used a payment gateway provider who is PCI level 1 compliant for credit card processing. This means that it adheres to the highest standards of server compliance and is the highest standard in the world on payment processing. 

3How do I pay using PayPal?

When your cart is ready to proceed to checkout, follow the prompts and you can pay via PayPal in the payment step. You'll just need to login using your PayPal account, and we have no expenditure limits for this payment method.

Cancellations, Returns & Refunds

1Can I cancel my order?
Yes, but don’t leave it too long. You can cancel your online order and receive a full refund, provided the delivery process has not commenced. If your order has already been sent to the collection point or delivery depot, a 20% cancellation fee may apply to cover transfer and restocking costs.
2Can I return my order?

Yes absolutely! We pride ourselves on delivering quality craftsmanship made for your home, so if you're not completely satisfied with your order when it arrives we're happy to assist with a return.

As an extension to your consumer rights, you can return your online order to us within 7 days of receiving it for a full refund of the product price, not including shipping.

If the return is due to a change in mind, please also make the return within 7 days of obtaining your order.

Returns under $500 will be refunded via the same method of payment. For refunds of a greater value will need to be processed by our customer service team which you can contact at For all refunds, we require a proof of purchase (invoice number), be in new or unused condition, and with the original packaging if possible. Even if your order has been assembled, we'll accept it as a return if in saleable condition. If the returns criteria are not met we may refuse a return or offer an exchange or credit voucher alternatively.

When making a return you will need to pay for the shipping back to us, but you can avoid this by returning your order to your nearest Ritchie store free of charge where our friendly team will be happy to arrange a refund, store credit or exchange in-store. If you are returning an order to your nearest Ritchie store the refund may need to be processed by our online orders team, this can take 2-3 business days.

You can find your closest Ritchie store and phone number on our store locations page. Please contact our team for more details or to organise the return or +1 970 329 9861.

If you are sending an order back to us, contact us at so we can keep a look out for your parcel. To speed up this process, we request that you include your invoice number (if on hand) and contact details and a brief note on why you would like to return your order

If your order is of a large, bulky product, a 20% cancellation fee may apply to cover transfer and restocking costs.

Mattresses that have been used are unable to be returned for change of mind

Good to know

Returned items must be in their original packaging where possible and must be in as-new condition. Please Note: that our Refunds & Returns policy for orders placed in-store are a little different to our online policy. You can view our store return policies viewing our Terms & Conditions page.

3What is your Return/Refund Policy?

We understand the importance of customer satisfaction and therefore products may at Ritchie discretion be returned to us for exchange for a store credit note within seven (7) days of full payment and collection/delivery of the goods, provided all the following conditions are met:

  • A receipt as proof of purchase of ownership may be required by Ritchie to be produced.
  • Returned goods are received in a re-saleable condition, including any packaging if possible
  • Goods are returned to the location they were originally purchased from or an alternative pre-arranged location.

For Online and store purchases not viewed in a showroom prior to delivery, they can be returned for a full refund (less any delivery cost) within 7 days of receiving/collecting the product/s. The above conditions will still need to be met.

Despite the above provisions please choose carefully as Ritchie will not accept returns for merchandise that has been specially ordered for the customer, or for damaged or discontinued items sold at reduced prices (clearance, floor stock clearance, seconds)

If Ritchie in its discretion agrees to the return of goods, the following will apply:

  • In the case of returning goods for exchange due to change of mind: exchanges will be for the original purchase price of the item only; shipping, handling, insurance costs are non-refundable.
  • Returned goods may be subject to a 20% handling and administration charge. Freight for the return of goods for exchange from the customer’s address to Ritchie premises and freight for the new exchange items to the customer’s address will be at the customer’s cost.
  • If the goods are faulty: we will meet our obligations under the Consumer Guarantees Act to provide a remedy.

In the case of a credit note being provided instead of an exchange, the life of a credit note is three years from date of issue.

If the customer fails to take possession of the goods within one month of the customer being notified the goods are ready to be collected or delivered, the goods may be returned to stock and/or sold. Any losses to Ritchie or costs incurred by Ritchie recovered from any payments made by the customer. Ritchie will endeavour to contact the customer via email and/or phone on at least three occasions prior to cancellation of the order.

Manage your Account

1Why won't it let me create a new account?

You will not be able to create a new account if your selected email address is linked to an existing account. The existing account may have been created online or in-store by a team member during a purchase. If this is the case, choose the 'Forgot Your Password?' link on the login screen and follow the prompts to reset your password using your email account.

If any issue persists, send us an email at for assistance