Frequently Asked Questions

Christmas Orders

Pre Christmas deliveries will need to be placed prior to these dates

Our office will reopen on the 15/01/2025

  • NT and Certain Areas of W.A 3/12/2024
  • W.A, S.A, QLD VIC 11/12/2024
  • NSW and VIC 12/12/2024

How often should I replace my pillows ?

The National Sleep Foundation recommends you replacing your pillow every one to two years. However, the lifetime of different types of pillows varies by the filling. Pillows break down over time as sweat, skin cells, and oil gradually penetrate and degrade the pillow. Additionally, the nightly use compresses the fill material and making the pillow lose its springiness which is necessary for the support you need. Last, the cotton covers will begin to oxidize and stains will build up, even the best protected pillows!

Down and Feather Pillows:
Replace every 1-3 years. Around this time, you will notice a down and feather pillow isn’t as supportive as it used to be. That is due to the feathers and down compressing and after enough cycles the quills break and lose the ability to spring back into place, making the pillow feel flat and less supportive than when it was new. If you feel this way, then it's time to replace the pillow.

Polyester and Down Alternative Pillows:
Replace every 1-2 years. After a couple years of use, you will notice the polyester pillows start losing its loftiness and are not able to spring back to the original shape. The cover may also turn yellow. You may wake up in pain because the pillow is failing to put your neck in alignment as it breaks down and loses loft. Replace your pillow to get better sleep!

Use a pillow protector:
Like a mattress protector, a pillow protector acts as a barrier that prevents body oils, dirt, dust, and spills from reaching the inner fill of your pillow. A pillow protector is especially recommended for pillows that's hard to clean to decrease the frequency of wash, and extend the pillow's lifetime.

What is the size of the hotel Queen pillow and the hotel King Pillow?

Our hotel Queen size pillow is 80 x 50cms and our King size hotel pillows are 90 x 50cms. Normal retail pillows are approximately 40 x 70cms. Our Hotel Luxury Collection ‘Five-star hotel' pillows are filled to a much higher fill count than generally available.

HLC prides itself in offering the same bedding featured in hotels around the world to our retail customers. To do this we purchase the same hospitality Pillows, Duvets, Mattress Toppers, Towels and Bed Linen purchased by hotels from the same hospitality supply chain used by these hotels.

Should I buy the 100% feather filled pillows or the white goose down pillows?
This really comes down to personal taste. Some people prefer a firmer pillow and opt for the 100% duck feather filled, whilst those who enjoy the soft luxury of the sumptuous goose down. Many clients order both the feather pillow and the down pillow because couples are often divided in their requirements. We recommend the 100% duck feather pillow for a medium-larger framed person who sleeps on their side and the luxuriously soft goose down pillow for either back/tummy sleepers or people with a small to medium frame.

What is the difference between the Hotel Luxury Collection Mattress topper and retail pillow top mattresses?
Unlike a retail pillow-top mattress, our ‘Five-star hotel' Mattress Toppers are filled with feather and down and are fitted with corners straps, allowing the topper to be removed and aired. This also allows the entire mattress to be turned regularly. The proportion of feathers to down is critical to the comfort level of the topper. Too much down will make the topper collapse and provide no support. The best combination is 90% feather and 10% down. The topper should regularly be shaken and fluffed as done by the maids daily in a '5 Star Hotel'. Our toppers, measure  between 6cms and 10cms in depth and our hotel Mattress Toppers are also designed with ‘baffling', ensuring the feather and down contents do not bunch. They are also filled to a much higher ‘fill count' than regular toppers... it's like sleeping on a cloud. For those who have experienced mattress toppers in '6 Star' Asian hotels, the double layered  'Presidential' Mattress Topper is the top of our range and has the bottom layer filled with feathers and the top layer filled with down.

What things do I look out for when buying Mattress Toppers?  The best mattress toppers are ‘cassette constructed' and encased in a high thread count, 100% cotton casing providing year round luxury and durability.

Can I use an electric blanket with a mattress topper?  Please follow the Manufacturers instructions as we do NOT reccomend this . 

What is cassette construction?  Top quality Featherand Down Mattress Toppers are ‘cassette' constructed.This ‘baffling' or ‘cassette' process refers to sewing construction of the topper in a grid pattern, which stops the feather and down from shifting and prevents empty patches and clustering.

What is hypo allergenic?  Our Hotel Mattress Toppers, have gone through a series of treatments to remove all the impurities, and therefore will be identified as hypoallergenic or allergy free. Most people are not allergic to feathers, but rather to the impurities within the feather. Be aware that not all feather mattress toppers are hypoallergenic. Also, be wary of cheaper ‘feather toppers' as sometimes they contain second hand or broken ‘chopped' feathers which results in a limited life-span. Our ‘Hotel Mattress Toppers' have been made to the highest quality ‘5 and 6 Star Hotel' standard
Why 100% cotton casing?  The pure cotton casing will allow the topper to breathe, ensuring the insulation and fluffiness of the topper.

How do I care for my feather products?

  • Here are the manufacturers cleaning instructions;
  • We recommend that you air your Feather and Down product on a regular basis.
  • Do NOT place them in direct sunlight.
  • If a Duvet or pillow has a small spot it is recommended that you use a soft soap and warm water to spot clean the product.
  • Do NOT bleach; regular airing and lofting, where possible will provide the best possible care for the products.

PLEASE NOTE; All Hotel Luxury Collection feather and down products are responsibly farmed.

General Care instructions:

HLC bedding products are easy to care for and maintain. Most products are fully machine washable, but depending on the size of your product it may be best to leave the laundering to a professional.

Please take a few minutes to read carefully, the following instructions. If your product is properly maintained, it will last so much longer.

First Steps in taking care of your valuable purchase!

Inspect the product carefully before using it. Should there be anything obviously wrong, contact us ( see instructions in the Returns Policy (hyperlinked) .

Duvets and pillows should be used with a cover at all times. Failure to do so might cause premature wear and tear. On pillows we also recommend the use of a suitable pillow protector in addition to the cover.

Prior to use, once unpacked shake the quilts and pillow to help fluff up the filling. Air thoroughly before using.

Great Idea to google How to Fluff a Feather Pillow 

When not in use for long periods of time, your product should be stored in a dry and well-ventilated closet or room.

Regular airing and lofting, wherever possible will help keeping your product well maintained.

General cleaning guidelines

All products have our manufacturer recommended care instruction labels attached.

We always recommend following the cleaning instructions on the labels of the products.

Even if indicated as fully machine washable, we recommend bringing it to a reputable cleaner that specializes in cleaning such products and using commercial washing machines and dryers as most household machines are too small to wash and spin large bedding.

If cleaned at home follow the washing instructions on the label of the products which will most likely state that the preferred washing option is to wash in cool or warm water using a soft detergent such as a wool detergent.

We recommend that only mild detergents are being used. Proper rinsing is a key to ensuring the product re-lofts nicely.

Proper and thorough drying of your product is critical. Set the dryer on a warm not hot setting to avoid any damage to the fills or casings.

Small spots or stains may be removed by holding the fabric away from the filling and using warm water and mild soap. To dry, use a hair dryer on low heat.

Do NOT bleach unless specifically indicated on care label.

What are the measurements of Australian beds and mattresses? Here is a reference list for Australian beds and mattresses;

  • Single Bed Size  92 cm x 187 cm
  • Single Extra Long Size  92 cm x 203 cm
  • King Single 106 cm x 203 cm
  • Double Bed Size 137 cm x 187 cm
  • Queen Bed Size 153 cm x 203 cm
  • King Bed Size 183 cm x 203 cm
  • Super King Hotel Bed 204cm x 204cm

What are the measurements of U.S beds and mattresses shown in Inches and Centimeters?

  • Queen Bed Size 60in x 80in ... 152/203cm
  • King Bed Size 76in x 80in ... 193/203cm
  • Cal King Bed 72in x 84in ... 183/213cm

Do I have a guarantee when purchasing a bed? Our beds are manufactured for the Hotel industry by one of Australia's leading brands, Sleepmaker. For details of the guarantee, click here.

The comfort of your bed
At first, your new bed may feel a little different to the mattress you have been sleeping on and sometimes your body will tell you so. Don’t worry, your body will soon adjust to the benefits of your new mattress while your mattress also adjusts to your sleeping style. This may take several weeks.
Your body signature

It is normal for your new mattress to show body impressions as the upholstery layers settle. The plusher or thicker your mattress is, the more comfort layers it will contain. Rotate your mattress every 2 weeks for the first 4 months and every 3 months thereafter, (or turn and rotate if double sided). Use all surfaces of the mattress, to assist in settling the comfort layers evenly. Body impressions are not considered a manufacturing fault and are a normal part of wearing in your mattress.
Warmth while you sleep

Many new mattresses contain luxury features such as Latex, Visco Elastic (Memory foam), Gel, Wool or Silk fibres that help minimise pressure points by allowing the sleeper to sink in to the upper most layers of the mattress. As a result, more of the mattress is in contact with your body which may feel warmer to sleep on. This is less so on firmer mattresses with less comfort layers.
When you purchase your new bed, we recommend you review the warmth of your bed covers (sheets, doona, blankets etc) as they are the main regulator of temperature during sleep. You may require more or less warmth depending on your choice of bed and comfort preference.
Slatted bases

Sleepmaker mattresses are suitable for use on slatted bases. If you are using a slatted base system, the slats should be no more than 8cm apart and of good quality. Slatted bases should also contain a centre support rail with at least one leg to the floor, to avoid ‘roll together’ in the centre of the mattress

 Our mattresses are designed for full performance when used in conjunction with a matching based as part of a total sleep solution. They are useable with exposed slat bases, however there are important points to note when considering this as mattresses always follow the contour of whatever they rest on.
If placed on any base that dips down, even under the load of one or two sleepers, the guarantee may be voided. Sleepers may experience roll together through inadequate support. Slats must be no more than 8cm apart and at least 7cm wide. Laminated slats over 14cm wide may cause mildew by not allowing moisture to evaporate sufficiently. Solid panel timber bases must have sufficient air holes drilled to permit dispersal of moisture and prevent mildew. Bases must always be firm, even and supportive.

. A base that is too hard, too soft, is not supportive or restricts air circulation may damage your mattress and void your warranty. A good way to check the support of your slat base is to try your mattress on the floor and see if it feels any different.
Your mattress cover
Gathering or stretching of material is a natural and normal wear characteristic of your mattress that does not affect the performance of the mattress over time. It is recommended that you place a quality washable mattress protector over your mattress to help keep your mattress clean and dry.
 King Size mattresses
If you have bought a King Size Mattress, it is recommended that you try and sleep in the centre of the mattress from time to time to even out the settling of the comfort layers. The centre can feel firmer if it is not slept on and you may get the appearance of a hill in this area. It is a normal characteristic of the design of a King bed and some Queen beds. Persist with using the middle to push the comfort layers down.

Hotel Bed Specifications

World Class 5 zone Pocketed Spring contours to your body shape to mantain natural spinal alignment

Mattress Design - easy care • Single Sided no turn• Cream Damask fabric with matching border panels (Fr)

Quilt layers • pillofoam and Quilt Foam comfort layers • Hypersoft, Convolute provides comfort, support and resilience 

DreamFoam’s unique cell structure – an intricate web of fine and highly uniform bubbles – makes it more breathable than regular bedding foams, thus promoting less heat buildup when compared to mattresses using standard quilting foams. DreamFoam is resilient, luxurious and durable, yet made without harming the environment. Winner of the Green ribbon award 2010Foam comfort layers are ultra FreshtM treated to help maintain hygienic freshness. it controls bacteria, mould, mildew and dust mites.

Support coil count • individual pocketed springs work independently for more 2 1 personal comfort. the pocketed springs contour to the body so every inch of your body gets the support it needs to maintain natural spinal alignment and ensure minimal partner disturbance •

Edge support - 360° encased edge Support provides extra edge stability to prevent roll off and extends sleeping surface support all the way to the edge of the mattress

Foundation Power beam • platform Base with foam overlay works in unison with the mattress to provide additional support, resulting in less motion transfer for undisturbed sleep

Standard Features • 100% cotton twill cover Fire retardant to BS7177/7176 and aS1530.2.1973 • pre-compressed wadding insulator • Handles for easy positioning • ultra-Fresh treated Foams • turning labels • 5 Year Warranty Fabric, quilt.

Recommended Mattress Care
Single Sided Mattress – rotate every 2-3 weeks until around 3-4 months old, then every 3mths after.
Double sided Mattress: - as per above, only alternate rotate and flip as per this schedule.
Bases: Castors to be checked every 3mths for tightness. Base slats should be checked when turning/rotating mattress

Delivery of Mattress and Bases

All Goods are to be delivered through the “first point of egress” and no longer to room of choice (This is the first space within a customer’s home or apartment that they can close off to the public e.g.: Entry Hall, Garage, Patio).
There will be no affixing of casters/legs to the ensemble base, unpacking of product or removal of rubbish by the delivery team.
Should the product not be able to be delivered through the first point of egress, then an Authority To Leave (ATL) in a safe, suitably weather protected location can be authorised. This would be actioned due to either customer request or access restrictions. No Product will be left at the customers premises without prior consent.

What is thread count?
Thread count refers to the number of threads, both vertical and horizontal, in a 10 square centimetres of fabric. Thread count is affected by a number of factors, including ply and thickness of the threads used. The ply of the fabric refers to how many threads are wrapped together into a single thread. Single-ply fabrics use threads on their own, while two-ply fabrics twist two pieces together into a stronger thread, as well as doubling the thread count of the fabric.

Using finer threads also allows for more thread to fit in a square centimetre. Finer thread often results in smoother, softer fabrics, part of the reason high thread count fabrics are considered more desirable than fabrics with a low thread count. Finer thread also results in a more fragile fabric, however, which may not always be ideal. Two-ply fabrics help solve this problem somewhat by strengthening the threads and creating a more durable, though heavier, fabric.

For those who like their bed linen ‘crisp', we recommend a slightly lower thread-count, eg; 200 or 250 and for those who enjoy a softer silkier feeling, we recommend either the 400 or 600 thread count.

How do I know which depth to buy for my fitted sheets?
Our sheets are either 33cms, 40cms or 50cm deep. Measure the depth of your mattress and then allow for the depth of our Hotel Mattress Topper, which is 6cms deep. For mattresses that are deeper, we suggest our ‘custom made' Hotel linen range.

How to care for Towels

Wash Before You Use

The first step in maximizing your towels efficiency starts as soon as you receive them. Be sure to wash your towels before you use them, as this will open up the fibers. "If the fibers aren't open they won't be as absorbent. New towels are often coated in fabric softener but these softeners prevent towels from soaking up water. To get rid of that buildup, add half a cup of white vinegar to the rinse cycle during the initial wash. And, in general, skip fabric softeners and dryer sheets when washing and drying bath and pool towels to ensure they remain as absorbent as possible.

Trying to wash and dry too many towels at once can damage your washing machine and interfere with your dryer’s ability to dry your towels properly. An overstuffed load of towels in your dryer won’t allow enough air circulation to fluff up the fibers. Instead, a too-full load will mat down fibers, causing your towels to come out stiff instead of soft.

We recommend that they are washed a minimum of 3 times prior to use and only wash whites with white and colours separately.

In the case of colour and stripe towels only wash the same colours together .. so don’t wash red ones with blue for example.

Do not over crowd the washing machine, depending on the size of your machine we recommend 2 to 4 towels per load.

Avoid Fabric Softener
This may seem like a contradiction, but fabric softeners will stop being effective after several uses and can actually damage your towels. Fabric softeners cause buildup and can mat your fibers down, which causes stiffness and a decrease in absorbency.

Use Vinegar to Remove Buildup
Occasionally, add 1 cup of white vinegar to your wash cycle to strip your towels of the chemical buildup and hard water embedded in their threads. This will restore the absorbency of your towels and help the fibers fluff up and feel softer against your skin.

Launder Your Towels Together
Launder them only with other towels and always in small quantities and be careful not to over dry so keep an eye on your drying time.

How to stop detergent residue building up on your whites
‘Putting a single cup of white vinegar in your wash with detergent is great for cutting through the claggy residue that detergent can leave behind and don’t forget to keep your sheets and towels whiter than white always double rinse as recommended by the 'Halekulani Hotel' Honolulu

When will I receive my delivery?
As a general rule, please allow about 7 to 14 working days for dispatch of your order. Also, please note that we cannot deliver products to a Post Office Box address. Deliveries can only be made to a home address or a business address. For a full list of estimated delivery times please see our delivery section at the bottom of the website. Custom made orders like Beds and Mattress please alow 21 working days Italian Designer Collection please refer to specific items.

International Orders

"Do I have to sign for my order, or can it be left unattended at my address?"Yes. We require a signature for all orders upon delivery.

We're unable to request that Australia Post leave your parcel unattended at an address, so if no one is present at the delivery address to sign for your order, it'll be taken to the nearest  Post Office and a card will be left in your mailbox

"Can I track the delivery progress of my order?"Yes. Once your order has been dispatched from our warehouse, you'll receive an email containing a tracking number.

Simply enter that number at to track the progress of your delivery.

"Can I mark my order as a Gift, with no dollar value?"Unfortunately, all orders from us require a dollar amount.

We are unable to mark any orders to as a gift.

"Will I have to pay any customs fees or duties?"

When ordering from Hotel Luxury Collection, you are responsible for assuring the product can be lawfully imported to the destination country.

The recipient is the importer of record and must comply with all laws and regulations of the destination country. Orders shipped outside of the Australia may be subject to import taxes, customs duties and fees levied by the destination country. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and can't predict what they may be. Any fees or duties are the responsibility of the recipient and cannot be reimbursed by Hotel Luxury Collection. Customs policies vary widely from country to country; you should contact your local customs office for more information. When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.

 All international orders are final sale and non-returnable. Please contact our international Support Team at for further information.

Gift Cards

The Hotel Luxury Collection Gift Card entitles the Card holder to goods and/or services equal to the value stated on the Gift Card.
• Gift Cards are valid and redeemable for a period of six (6) months from the date of purchase and can not be refunded.
• Gift Cards may not be used for the purposes of purchasing another Gift Card.
• Gift Cards may not be exchanged (wholly or partly) for cash.
• The value shown on the Gift Card is in Australian Dollars inclusive of GST.
• Gift Cards must be used in one transaction.
Any unused balance cannot be redeemable for cash.
Please treat Gift Cards as cash. Like Cash, lost or stolen Gift Cards unfortunately cannot be replaced and/or redeemed.

How do I pay? Hotel Luxury Collection is secure throug STRIPE payment gateway and we accept Visa card, Mastercard and American Express Card, and Zip Pay..

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