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Returns / Damages Policy
UPDATE: APRIL 2023
Cancellation of orders before shipment / Change of Mind
Due to changes regarding processing fees from our payment provider we charge a 2.5% fee for orders cancelled and paid for through our website. This does not effect BACS payments. The reason for this is due to our payment provider not refunding processing fees which are 2.5%.
We operate under the Consumer Contract Regulations of 2014 which replaced the Distance Selling Laws in 2013 (please see online for more details http://www.which.co.uk/consumer-rights/regulation/consumer-contracts-regulations). Our aim is to provide you with the best quality products at the best price with a 100% satisfaction guarantee. If you decide to change your mind about your order and want to cancel it please try to notify us before the item is despatched (exclusions apply on made to order products).
But if for any other reason apart from damages / faults you decide the product is not for you then please notify us within 7 days of receipt and we can arrange your return (this does not affect your statutory rights).
Right to return within 14 days of delivery
All returns apart from damaged / faulty must be returned back to us in the original packaging, unopened and pristine – basically in the condition they arrived within 14 days of delivery . All returns will be subject to a minimum £40 charge to cover the carrier’s charges, please note these charges will differ by product type and we will endeavour to make this clear on the product page.
For damaged / faulty orders this charge does not apply and will be collected free of charge.
Damaged / Faulty goods
In the unlikely event that your item(s) are damaged during transit please make sure that you fully inspect them before signing for the receipt of your delivery as the insurance covered on the item(s) ends after delivery has been made. Contact us within 24 hours and we will request pictures of the damaged item(s) so we can quickly investigate the cause and get a replacement part out to you free of charge. We reserve all rights on our decision to replace either damaged / faulty parts or a complete unit once we have completed our investigations – all will be done free of charge.
Flat pack – Assembled
If you have requested for your flat pack items to be delivered Assembled.
Please note all flat pack items that are assembled have been fully accepted by the customer and are not covered under our 7 day returns policy. Our carriers are not insured to carry such large items so we do advise to keep hold of the original packaging before commencing with assembly. It is the buyer’s responsibility to arrange collection of any assembled items that need inspecting, if we do find a fault at the time of despatch then all charges will be refunded to the customer. If the item(s) returned show signs of incorrect assembly which in turn caused the fault / damage then the item will be returned back to the customer and a return / exchange will be refused – all charges will be at the customer’s expense.
Made to order / Bespoke (personalised) – Ready assembled
All made to order (ready assembled) are bespoke item(s) and are not covered under our 14 day returns policy. Please make sure you are 100% happy with your purchase, ask as many questions as you like before committing to a purchase, measure everything before confirming and paying for the order together with the area it will be placed once delivered. Failure to do this will result in all responsibility belonging to the customer and these items will be non-returnable. See damaged / faulty goods section for more information if you find any faults once delivered or any damages seen at the time of delivery. All bespoke items where they are personalised by the customer e.g. fabric and colour chosen specifically, then these are also non-returnable.
The wrong item has been delivered
If it’s our fault and you have received the wrong item(s) we will arrange collection free of charge and make the necessary arrangements for the correct item to be delivered as a priority.
Please note that as with nearly all mattress retailers, these cannot be returned for hygiene reasons if they have been removed from the original packaging. (Unless faulty). We strongly advise that customers that buy mattresses try them on their beds with the packaging on them first, and only remove the packaging when you are completely sure that you are happy with the product.
A refund will be issued within 14 days of receiving the goods back or 14 days after the day you provide proof of return. We work in accordance to the Consumer Contract Regulations and by law we have 14 days to complete a refund from the day we and the customer come to an agreement that a refund will be required. Refunds are subject to the returns criteria being adhered to.
Customer support is available at from Monday to Thursday 9am to 6pm and Friday & Saturday 9am to 4pm. The office is closed on a Sunday and bank holidays.