Returns & Exchanges
Our Promise to You
We strive to provide a positive experience with every purchase. If you’re not satisfied, we’ll do our best to make things right!
A Note on COVID-19
Unless your province has specific mandates in place, our regular return policy stands. To keep everyone safe, accepted returns are stored for 48 hours before handling. But don’t worry, refunds will be processed at the time items are brought back.
You may return most new, unopened items within 30 days of delivery for a full refund.
Items Eligible for Return or Exchange
We’ll accept returns and exchanges of items if:
- Items are unused, unlaundered, undamaged, and accompanied by their original packaging
- Purchase was made within the allotted time frame (see details for online and in-store below)
- Valid proof of purchase is provided (see details below)
- Items 50% off the original price are eligible for exchange only
- Items priced over 50% off are final sale
- Sales are final for all Clearance and Super Deals (product pricing ending in $0.97) items
- For health reasons, sales are also final for: face masks; duvets; pillows; mattress toppers; and protectors
- Price-matching is not available during our Black Friday, Cyber Monday, Boxing Week, Singles Day or Flash Sale Events
- QE Home Gift Cards & eGift Cards are final sale
Proof of Purchase for Eligible Items
To return or exchange items, you’ll need to provide the original form of payment (card used to pay) and one of the following:
- Original paper receipt
- Gift receipt (original form of payment not required)
- Email confirmation receipt
For refunds, the original credit/debit card used must be presented at the time of return, otherwise we will issue a gift card. The refund transaction will appear on your credit or debit card statement during the next billing cycle.
Refunds won’t be provided for:
- Shipping costs, including costs associated with shipping returned or exchanged items
- In the rare event of shipping damage, please let our Sleep Stylists know within one business day of delivery or pick-up
- In the rare event of a manufacturer’s defect, be sure to read through the Warranty & Returns section of our FAQ page before getting in touch with your local store or contacting our Sleep Stylists. Do note that warranty information regarding certain specialty products, like our MLILY® pillows, can be found on their specific product pages
Third-Party Marketplace Purchases
If you purchased your items from a third-party marketplace, you can't return or exchange your products with us. You'll need to contact the seller directly for returns or questions about your order. However, we're always happy to answer questions about our products themselves — feel free to get in touch with our Sleep Stylists!
Afterpay & PayPal
Please bring the items you wish to exchange or refund back to your closest store. If the item(s) fall under our Refund and Exchange Policy guidelines, the store will inform an eCommerce Sleep Stylist to process your refund.
Our eCommerce Sleep Stylists will process a refund or an exchange as a refund for Afterpay and PayPal orders, and will send an email once this has been completed. Funds should be back in your account within 3-7 business days.
First things first, get in touch with our Sleep Stylists (customer support). They’ll ensure the return or exchange of your online purchase goes smoothly.
Make sure you’ve read our Return Policy for complete details.
Returning or Exchanging your Online Purchase by Mail
- You may return or exchange items accompanied by their original packaging by mail for 30 days from the time you received your online purchase
- Please get in touch with our Sleep Stylists for shipping instructions
Note: You should expect to receive your refund within four weeks of giving your package to the return shipper — however in many cases, you will receive a refund faster than that. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days)
Returning or Exchanging your Online Purchase at a Store
- You may return or exchange items accompanied by their original packaging in stores for 30 days from the time you received your online purchase
- Please ensure you have your email confirmation receipt on hand when returning your online purchase at a store
- If you can’t find your electronic receipt, please contact our Sleep Stylists prior to visiting a QE Home location, and they’ll be happy to send you a new copy!
For eligible purchases made in-store, you have 30 days from the time you picked up or received your item(s) to exchange or refund the purchase. Make sure you’ve read our Return Policy for complete details.
If your purchase meets these guidelines, simply visit your favourite QE Home location and bring your receipt and unused items with their original packaging!
We offer a one-time price adjustment if an item is marked down within 14 days of the date you purchased the item. To obtain a price adjustment on an online purchase, please contact our Sleep Stylists within the 14-day window — be sure to have your order number ready to go. Price-matching is not available during our Black Friday, Cyber Monday, Boxing Week, Singles Day or Flash Sale Events.
If you are within the deadline, we'll refund you the difference in your original form of payment.