We want to make you feel as comfortable as possible from purchasing from us, that is why we have created an easy to follow returns policy so you are not greeted with surprised costs.
Cancel an Order
We understand that sometimes you purchase an item and later change your mind, this is fine, as long as the goods have not been dispatched, you can cancel your order for a full refund. Please get in touch as soon as you realised you have made a mistake so we can cancel your order and offer you a full refund.
If your items have already been dispatched please get in touch with us with us so we can advise the couriers not to deliver. If the couriers do attempt to deliver please reject the items on the door and do not accept them. Please note that there is a £10 charge for rejected unwanted items which will be deducted from your full refund.
Wrongly ordered/unwanted Items
If you have ordered the wrong item or you are unhappy with your purchase for whatever reason we can accept a return within 30 calendar days based on the fact that the goods are returned in reasonable condition. Please get in touch with us should you wish to request a return.
You can either return the goods back to the distribution depot, in which case you will be responsible for the costs and any damages which may happen or we can collect the items from you for a fee of no more than£45 which will be deducted from your refund.
The following products cannot be returned if they have been used without protection (durable and sweat resistant covers as an example) for Health and Safety (Hygiene) reasons:
- Mattresses
- Futon mattresses
- Toppers
Pillows cannot be returned due to hygiene reasons
You will be responsible for ensuring goods are returned in a satisfactory quality this including packaging the goods to ensure they are safe during transit. We can advise on how to package the goods however cannot provide packaging for hard goods such as beds.
Unwanted products that have been assembled during the time in your possession cannot be returned under the use of our couriers and only contain a standard 14 day return period. Assembled products must be returned in good condition and extra care must be taken to ensure the structure is not weakened, scratched, dented, damaged if you wish to return the product.
We reserve the right to withhold all or part of your refund if unwanted returned goods are not returned in a reasonable condition at your fault (if care in packaging is taken and our couriers damage the return in transit for example, you will not be held responsible at all).Collections take place between 8AM and 8PM and can provide an approximate time on the day of collection. While we use every effort possible to ensure that your collection is carried out on your selected day of choice, we are unable to guarantee this.
Order arrived with a defect or has become defective
If in the unlikely event your goods are delivered with damaged please report them to us as soon as possible by visiting our contact page . We will then require photographic evidence of the damage. Upon receiving this we will either replace the damaged part or item. Alternatively we will collect free of charge and provide a full refund.
If upon receiving your delivery you notice that the goods are damaged, please reject the goods and sign them as damaged. Please let us know that you have done this so we can issue a prompt replacement or refund. If you see that the packaging is damaged however believe the product is fine please accept the goods and sign as damaged as this will help speed the process up should there be any damage once you have had chance to assemble or use the item. If you later find damage please let us know so we can correct this for you.
When you leave our website, we encourage you to read the privacy notice of every website you visit.
Incorrect goods received
Whilst we aim to check our items thoroughly there may be unlikely cases where the wrong items are sent. Upon delivery please check information on the manufacturer's label (not the plastic packaging or couriers label). If it is incorrect, reject the goods and get in touch with us as soon as possible. If you have accepted the items and later discover they are incorrect please do not use or open the mattress in full/construct the goods. Please get in touch providing us with images and description so we can arrange for a swift collection and a refund/replacement
Delivery
We want to give you the best service possible from us. This page has been set up to answer most of our shoppers questions however for peace of mind, we are on hand to help explain any more questions you may have.
- How do you place an order?
- Have a promotional/discount code?
- Need to make a change to your order?
- Where do we deliver?
- How much does delivery cost?
- How long will delivery take?
- Can I choose a delivery date?
- Do you deliver on weekends?
- Delivery with time slots?
- What happens if you are not in?
- Inspecting your order
How do you place an order?
Order online! - When you place an order online, you will find it safe, easy and fast. You can make changes and review what you have entered nearly every step of the way and you can do this anytime, 24 hours a day, 7 days a week.
Have a promotional/discount code?
Should you receive a promotional code from us or any of our online partners, be sure to enter it during checkout in order to take advantage of the discount that is being offered. Discounts cannot be applied retrospectively to a purchase so don't forget to use it when in the checkout. Please contact us if you have any questions or need assistance when using this feature. (Please note, many promotional codes and coupons are time limited and limited to one per purchase).
Need to make a change to your order?
If you would like to change any of the details of your order you must contact us via email us as soon as possible after placing your order and let us know the details you would like to change.
You can change the details of your order with regards to the items you would like and the address you would like it delivered to up until the point we dispatch your order for delivery. Please note that if you delay in notifying us of these changes we may not be able to make them and it could cause delays to your delivery.
Where do we deliver?
We deliver to all UK mainland addresses however we cannot deliver to Eire, Northern Ireland, Jersey, Guernsey, Isle of Man, Isle of Wight, Isle of Scilly’s, Shetland, Outer Hebrides or the Orkneys.
How much does delivery cost?
Standard delivery is completely free on all orders and there is no minimum spend
How long will delivery take?
Unfortunately couriers are experiencing delays due to COVID-19 and excessive orders are affecting their systems. Therefore, next day deliveries are currently unavailable.
All our items are listed with an 'availability' scale. Most of our items will be delivered between 3 to 5 working days.
Some products are items shipped directly from our stock or our manufacturers stock for immediate delivery. You can expect delivery the 3 to 5 working days after you placed an order for England & Wales. Other locations will between 5 - 7 working days.
Orders placed before 12pm on a working day will be processed the following working day. After 12pm, the order will be processed the day after.
We endeavour to keep you notified at all times regarding your delivery. This is why we have partnered up with Aftership to notify you at each step of the delivery process.
Can I choose a delivery date?
At this moment, you are unable to select a date as delivery takes a standard 3-5 working days
Do you deliver on weekends?
Weekend delivery is no longer available for the time being.
Delivery with time slots?
Unfortunately we are unable to offer exact time slots. Deliveries take place at any time between 8.00am and 8.00pm. We will however notify you on the day of delivery with an estimated time slot if this information is available from the courier.
What happens if you are not in?
If for any reason you are not available to take the delivery, don't panic, as the carrier will leave a card saying they have attempted delivery which will have a telephone number or email address which you can contact to rearrange the delivery.
Inspecting your order
Please ensure that you or your appointed person inspects the delivered item(s) and sign a delivery note to say that the item(s) are in 'as expected' condition. No insurance claims can be made against us for item(s) that have been signed for. A redelivery charge will apply for items that are rejected by the recipient, except in the circumstance where items were damaged before delivery. We must be notified of any and all damages by email within 2 working days of the receipt of delivery.
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