Incy Interiors Questions & Answers
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With regards to order #28955 (2 X penny king single beds). I was promised a refund on 11th Oct 2023 but have not received it yet. I have an email from Tea to confirm the refund was ordered and all details passed to the account section. Can anyone help out. I’ve been unable to contact you via phone or email.
Good luck- I’ve been waiting a year for my refund of over $1000 and have also been told numerous times that refund has been processed…
Please tell me I'm reading this wrong? I have my heart set on the Georgia cot, but just read the side panels are fixed!? The side doesn't go up or down? I cannot believe a cot would be made without this simple feature... how are you meant to transfer a sleeping baby onto the mattress on the lower setting without having to just drop it in!? Help! I really want this cot
Hi there. Our gorgeous Georgia cot does come with 2 different mattress heights. One for newborn at the higher height and the lower height for when the baby can sit up and roll.
No Incy cots come with drop sides due to safety issues.
Feel free to email our customer service team on [email protected] for any further questions.
Hope that helps.
Thanks
Incy
Hi.
Has anyone actually received their orders as of late?
Mine was on pre order by the 31st if Jan and they have been stalling all these months, saying that the container still has not arrived to Australia. Sounds like a scam to me!
Anyone on the same boat?
Yes we are in the same boat.
We placed an order in August 2022. Every time I email for an update, I'm told not yet.
With every update - there seems to be yet another delay.
It is really disappointing. We don't need to know details of how they operate (containers at port, dispatch in warehouse etc etc) - we just want firm delivery dates.
We are still waiting.
This is absolutely outrageous! Impossible to trust anything they say. I am really concerned for my order and my money.
It took a bit longer for me, 2 weeks more than estimate. But hey this days snail mail coming week later instead off 2 days Melbourne > Sydney
After emailing them every week since February for an update on my order I have been blatantly lied to about my order being despatched and with allied. I have written proof that Incy told me they had despatched the order and written proof from Allied that they cancelled the consignment pick up two days afterwards.
I ordered my bed in December 2022. Still hadn’t received by March. I requested a refund in March 2023 I’m still waiting!
Same - waiting for a delivery after 21 Jan 23 - still nothing in May. They provided us with Fake allied shipping notification, lie after lie.
We have taken them to NCAT and Incy commited to to deliver mid April 23. They failed to comply with NCAT orders and case is now back before the tribunal. Latest from Incy - is the factory in Vietnam is bankrupt and one part from the COT wasn't delivered. Will apply for a full refund at the NCAT hearing. I think they are in serious financial trouble and bankrolling with orders paid in full. We also went to A current afair and fair trading.
Did anyone end up receiving their order ? Or getting a refund ? I am in the exact same boat :( I feel so gullible believing all their excuses, now they won’t reply to my emails or return my calls
Exactly the same story I got. They told me there was a hold-up on the ports with fumigating the container & couldn’t give me a date when the products would be released. I am still waiting, almost 2 months post the original delivery date. Now I’m unable to contact them via any medium.
Where can I buy sheets for the Maxwell bassinet that fit? The measurements of 49cm x 78cm is very difficult to find..
Hi Lauren
I would recommend Kip and Co, also any cot flat sheet will fit nicely once tucked nicely. Hope that helps.
Thanks
Good luck to anyone who orders from them! Took forever to get my order, lies, lies and more lies then got damaged items which I ended up keeping for a lower price because I literally just needed something for my daughter to sleep on. Wort experience ever buying her first bed. You will get a phone call if you complain or give a bad review threatening legal action. Took ages to get a refund and I had to seek my own legal advice. I hate looking in my daughters room, my experience was so traumatic
Hi, we have just put the toddler side rail on our Ellie cot for our 2 year old and she has already fallen out of bed. Is there anything we can do?
She has now fallen out several times. I just don't understand why the side isn't bigger? Was hoping to have her stay in the cot but will be buying a single bed for her now
Hi,
I have a "Clancy" cot which I purchased secondhand. When the cot is assembled with the base in level 2 (highest position) the base/mattress is rocking when baby rolls or any weight is in it. Can you please tell me how to rectify this issue? We have used the fixing flatbon each corner, is this incorrect?? If so, how does the base fit in when in level 2?
We are using the instructions for the "Ellie" cot as cannot source the "Clancy" - I assume they are the same just different colours?
Many thanks !
It sounds like you haven’t assembled the cot correctly as the mattress base doesn’t move at all when assembled right. Can you please send through photos to [email protected] and we can advise on how to assemble properly? X
We have just attempted to put together our Georgia cot and it seems that the dowels are too big/holes too small which means we cannot put on one whole side of the cot without forcing it and potentially breaking it. Has anyone else had this problem?? We are not sure what to do...
Hi Claire,
This isn't an issue we have experienced but if you send through pictures to [email protected] we can have a look at it for you. Alternatively if you give us a call or 0428 830 630 we can talk you through the set up.
Kristy x
Hi
We finally put the Georgia cot together and realised that the side panel is not adjustable. How do we place a baby in there unless you are super tall. I’m 5’ 4” and I will strain my back. Super disappointed when I paid so much for it.
I was literally about to press purchase until I read the side panels were fixed!! This makes no sense to me... it can't be right? On the lower level are you expected to just drop a sleeping baby in from the top or as far as you can reach!?
You need to be really tall to be able to lay a baby otherwise you need a step. The cot itself is lovely
What's the quality of the baby furniture like?
Hi Myles,
Thanks so much for your question! Quality is one of our top priorities. All of our wooden products are expertly crafted from high quality New Zealand pine & MDF. Each wooden product is finished with non-toxic, water-based paint, free of VOC’s. In regards to metal products these are crafted from strong and sturdy aluminium and in a non-toxic finish. You can buy with confidence as all of our products come with a 10 year warranty. If you were interested in looking at any of our pieces please contact us at [email protected] and we can point you in the right direction.
incy x
What about the non wooden? Is the rose gold metal or wooden?
Hi Saule. Great question! Expertly crafted from strong and sturdy aluminium, our metallic rose gold finish is achieved through a chrome plating process in a non-toxic, low VOC, water based paint, which means it not only looks good, but is 100% babe safe and won’t chip or tarnish over time. Hope that clarifies. Thanks. Team Incy
Hi there, does the Ellie cot convert into a toddler bed? Thanks!!
Hi KellyB3,
Good news! The ellie cot is now able to be converted. We have just launched conversion kits for all metal cots.
If you have any other questions please email us at [email protected]
incy x
has anyone found the sides too high on the incy metal cots such as Sophia, ellie, romy etc? i'm wondering how difficult it will be to put a baby down to sleep as it seems the mattress even on the highest level is quite a way below the top rail? and wondering what it would be like for changing the bedding too?
Hi Feebee,
Thanks so much for your question!
The height from the floor to the top of the side rail is 90cm, if you wanted to email us you location at [email protected] and I can point you in the direction of a stockists who may have one on display you can go and look at!
Kind regards,
incy x
I brought the Ellie Cot (rose gold) from the incy interiors Chatswood store and have only started using it recently for my 4-month old baby. I got the mattress also from incy interiors, which I was sold the one that fits the cot. I am wondering if you could tell me is there supposed to be a gap between the cot rails and the mattress? My baby is rolling onto her tummy from her back and has had her arm get stuck in there a few times and can not get herself out from there - Can you confirm whether the mattress you sell with this cot is supposed to have a gap between the cot rails (longer length side) and the mattress? Is it the correct size for this cot? Australian standards for the mattress to fit the cot? ...I can fit my whole hand down the side or at least 2 fingers in between the mattress and cot rails - is this safe for my baby?
Thanks,
Lillian
Hi Lillian,
Thanks so much for your message!
Are you able to check the measurement of your mattress from me and I can look into this for you?
If you wouldn't mind emailing those dimensions to [email protected] and we can look into this for you.
Kind regards,
incy x
Hi there,
Did you get this answered/sorted? I am having the exact same issue with the Ellie and the mattress that came with it. Desperately need to transition my daughter to her cot but I can't because it's just not safe. Have spoken to customer service and supplied the measurements, they then asked for the colour of the mattress but no response yet! I'm dying to get this sorted it's such a pain.
Hi MamaZ,
I'm still waiting on an answer too. I also supplied my measurements of the mattress as Incy Interiors requested this - it was sent to their customer service email. Haven't heard anything further yet. I am still using the Ellie Cot and mattress that was purchased for that cot for my baby, but have had to use it with the "Safe T Sleepwrap", which I purchased from Baby Kingdom. Basically it straps your baby onto their back to prevent them from rolling - I read reviews and it is to Australian standards etc... It has been working well for my almost 5-month old daughter since she started rolling onto her tummy and getting her arm wedged between the mattress and cot rails. Honestly, if i didn't have this problem with my mattress and cot I wouldn't have had to buy additional products on top of Incy Interiors products to ensure my daughter's safety in her cot. We shouldn't have to do that - it's wrong but I had to as I couldn't keep my baby in her bassinet either.
Good Luck - Hope it all works out for you too!
Kind regards,
Lillian
Dear Incy Interiors,
I emailed the below to you on 15/2/17 just posting on here in case you have not received my email.
In response to your request below:
Hi Lillian, Thanks so much for your message! Are you able to check the measurement of your mattress from me and I can look into this for you? If you wouldn't mind emailing those dimensions to [email protected] and we can look into this for you. Kind regards, inc x
I got my mother to measure the cot mattress that we purchased with the Ellie Rose Gold Cot for me and the measurements she got are as follows:
71cm (i.e. 28 inches) wide
132cm (i.e. 52 inches) long
I also checked the label on the mattress and it is the "Deluxe Inner Spring Cot Mattress" and it has in hand written writing on it in the size box 1320 x 700.
Please let me know if this is the correct sized mattress for the Ellie Cot as mentioned my 4-month old baby's arm continuously gets trapped in between the significant gap between the mattress and cot railings when she rolls onto her tummy?
I advised that i can also fit my hand flat against this section of the mattress (i.e. the long length part of the mattress, though when i attempt to place my hand in between the mattress and the cot from the top or bottom of the mattress (i.e. the wide length/ shorter length of the mattress) my hand does not wedge easily between these sides.
Thank you for your time and assistance.
I look forward to hearing from you shortly.
Kind regards,
Lillian
Hi MamaZ and Lillian,
I'm really to sorry your inquiries weren't answered!
If you could please resend your original emails to [email protected] and I can make sure this gets rectified for you.
Apologies again!
Kind regards,
incy x
Can this be purchased internationally, in Europe or UK? Please say YES.
Hi there, thanks so much for your question! At this stage we don't ship internationally however you can buy through our UK stockist Cottage Toys there website is www.cottage-toys.co.uk thanks the incy team x
What removalist company does Incy use for shipping?
Hi Ally, thanks so much for your question! It depends on your location. If you want to discuss freight options please feel free to email us at [email protected] or call us on 02 9412 3884 x
Incy have a sale on at the moment. I love the look of the four poster king bed. I'm moving house mid year so if I buy the bed now it will most likely be sitting in the box till then. With all these negative reviews I'm worried if it's faulty it will be too late to get a replacement. Does the beds come with a warranty?
I have a cot (purchased 2013) the white/cream one....should it be falling apart? I just put my daughter down for a npa and she has been rocking in her cot - nothing out of the ordinary - but 3 of the rails have busted out of their holes!!!! How can this be? I noticed a rattle a few weeks back, but just assumed that the screws needed tightening (which I have done). This now explains it.
Contact Incy Carla - I noticed on some of their answers to their reviews they have noted that they have improved their product. Too little too late for you and me though!
Hi Carla, I'm sorry to hear your having issues with your cot!! If you could please contact someone from our customer service team at [email protected] and someone will be able to help you out.
I have an Eden bed. The centre struts seem to be too tall for the bed. Has anyone got any advice please?
The centre struts are too tall because the strut rails are most likely sagging.....
Hi Treehouse, I'm sorry to hear your having issues with your eden bed!! If you could please contact someone from our customer service team at [email protected] and someone will be able to help you out!
I would love to know how or if I can get a queen size bed in the driftwood range.... I ordered it for my sons nursery to begin with and now would love to do up our spare/guest bedroom using the driftwood range. Does anyone know where I may be able to order a queen bed in a similar style/range/finish? I too am shocked at some of the reviews as I have had great customer service from Incy and Love our furniture!
Hi Babytoy09,
Thanks so much for your question and I am so glad you love your furniture.
At this stage, the driftwood range only goes up to a king single but we are considering doing it in a queen size. Would you be able to either send through your contact details to [email protected] or call us on 1300 94 20 50 and we can discuss the options available with you?
We look forward to hearing from you.
Incy x
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