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Frequently Asked Questions

FAQs

We've got the answers to your most common questions.

Want to know more about our services? We've got the answers to all of your questions. From payment options to delivery services, you'll find what you're looking for right here.

Delivery & Delivery Services

Can the driver call me before delivery?

We can put a request in for the driver to call you prior to delivering but unfortunately, this is not a guaranteed service.

Can you take my delivery upstairs?

Our delivery drivers will be happy to take your items upstairs or to your room of choice if you’ve selected the Room of Choice option at checkout.

What happens if I miss delivery?

If you miss your delivery, don’t worry - give our customer service team a call on 0333 0069 769 and we’ll arrange a new delivery time for you.

Do you give a time slot for delivery?

Yes, we provide a 2-hour time slot window, which will be confirmed to you by text and email the day before delivery. You can also select a specific time for delivery, such as before 10am, late morning, afternoon and evening.

Can I choose the day and time of delivery?

Yes, when proceeding your order in the checkout, you can select a delivery date up to approximately six weeks in advance. You can also select a specific time for delivery, such as before 10am, late morning, afternoon and evening.

What are your delivery times between?

If no premium timeslot has been purchased, delivery times will be between between 7am and 7pm.

Will I be able to track my order?

Yes, once it has been dispatched, our courier will supply tracking information.

Can you take away my old mattress?

Yes, we offer a Mattress Disposal & Recycling service. When you proceed to checkout, you will be able to add this service onto your order.

If my item is out of stock, what happens?

If the item is out of stock, it may take us a little longer to deliver it to you. Check the details of each product to find out when they will be available for delivery.

Once your item is back in stock, our customer service team will be in touch to arrange a delivery that suits you.

Cancellation, Returns & Refunds

How do I cancel my order?

Call or email our Customer Services team. If an order has already been dispatched, cancellation charges may apply.

What is the returns policy?

You may cancel your purchase at any point after placing your order, but no later than 14 working days from the day of delivery, as long as the product(s) has not been used. You may return your purchase at your own expense, ensuring that the goods are in their original condition and have been unused and still packaged.

Can I return my mattress if I do not like it?

All returns carriage costs will be borne by you the sender unless deemed that the product was either damaged, faulty or incorrect on arrival. Goods must be unused, wrapped in their original packaging and still in a saleable condition. See our terms & conditions for more information.

What happens with faulty items?

If the product you have purchased develops a fault, send a photo to our customer service team. If we can’t assess the damage from the photo, we may get an independent inspection company to take a look. Read our terms & conditions for more information.

How do I claim for a warranty or guarantee?

To make a claim under the guarantee or warranty, we will require details of the order number, or a copy of the order confirmation e-mail. Without this, we cannot guarantee that we will be able to trace your order details, which would result in us not being able to verify your claim.

Payment Options

Do you offer finance?

Yes, finance is available on all orders over £400. We use the popular and trusted finance provider, Klarna. Options include:

  • Pay later in 30 days
  • Pay in 3 interest-free instalments
  • Finance over a 6 months period
  • Finance over a 12 month period

For more information about our payment options, check out our finance page. Or alternatively, once you proceed to the checkout, you will be able to find out your options for paying.

Do you accept PayPal?

Yes. To use PayPal, just select this as your preferred payment method during the checkout.

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