Cancellations & Returns Policy
What happens if the goods arrive faulty or damaged?
It is very important that you inspect your product upon delivery, as we’ll ask you to sign a form confirming that it appeared to be in good condition when you received it. If you are not happy with the goods when you inspect them, please contact us straight away on 0333 366 0145.
If you have noticed something is wrong after delivery, please contact our customer services team within 48 hours on 0333 366 0145 or email email@example.com. Our team will then advise you on the next steps, which may include requesting photographic evidence from you of the damage/fault. This will help us to organise a resolve, return or replacement with the manufacturer/delivery partner.
Please DO NOT attempt to fix a faulty item yourself or via a third party as this may affect your entitlement to a refund, compensation or reimbursement. We also ask that you do not return a faulty item without contacting our customer services team first.
If an item is agreed to be faulty or defective, you will not be responsible for covering the returns postage cost.
What happens if I change my mind after the goods have arrived?
We want you to be absolutely delighted with your order, but we understand from time to time things don’t always work out and you may want to return an item. If you are not totally satisfied with your purchase, you can return it to us in its original packaged condition within 14 days. Please note the following terms and conditions for returning goods:-
Returning Mattresses:- Mattresses can only be returned if they are unopened. If, however, the mattress is out of its packing or used, for hygiene reasons we can’t accept a return in this instance.
Bespoke Made to Order Items:- Please note that for cancelling a 'Bespoke Made to Order' item which includes Customised Divan Bases, Divan Bed Sets, Mattresses and Headboards, there will be an additional 50% fee of the item value. This cost will be deducted from your total refund amount.
Clearance/Ex-Display Items:- the price of these items reflects the fact that they have been reduced to clear, or may have sustained fair wear and tear from being ex-display models. Therefore, they cannot be returned or refunded unless they are found to be faulty.
Collection Fees: Please note that you are responsible for covering the cost of returning an unwanted item to us. If you would like our delivery partner to collect your goods, there will be charge of £30 for the first item and £10 for each additional item. To organise this, or for further information on collection fees, please contact our customer services team on 0333 366 0145 or email firstname.lastname@example.org.
What happens if the goods won't fit into my home?
Although we understand the difficulties in checking door sizes, corridors and stairways for delivery, it is always your final responsibility to ensure that the goods will fit into your home.
If our logistics partner are not able to fulfil the delivery of your goods due to access restraints, it may result in a fee of up to 50% for each item to cover the costs of transportation, manufacturing and administration.
What if I decide to cancel my order prior to delivery?
If you have a change of heart and decide you want to cancel prior to delivery, please contact our customer services team straight away on 0333 366 0145 or email email@example.com.
Please note 'Bespoke Made to Order' items which include customised Divan Bases, Divan Bed Sets, Headboards and Mattresses must be cancelled within 2 working days of placing your order before it has been manufactured. Failure to inform us within 2 working days will result in a 50% fee of the item value if the item has been manufactured. This cost will be deducted from your total refund amount.
If you notify us of cancelling your order after the goods have been booked in with our delivery partner, there will be a 50% fee of the item value if it's a 'Bespoke Made to Order' item, plus an additional collection charge of £30 to recover the goods. This cost will be deducted from your total refund amount.