FAQs

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

If you opt for and purchase Room of Choice Delivery, our drivers will be happy to take your delivery to any room in your home as long as it’s no more than three floors up. Delivery to a room any higher than three floors will be at the driver's discretion.

If you miss your delivery there is a £45 charge to cover redelivery. Please give our customer service team a call on 0333 0069 769 and we’ll work with you organise the next steps.

If no premium timeslot has been purchased, delivery times will be between between 7am and 8pm.

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

Yes, we offer a Mattress Disposal & Recycling Service, but please note it is only available as an add-on when you purchase a new mattress from us. We are unable to offer this as a standalone collection service. If eligible, you can easily add mattress recycling to your order during checkout.

If an item is out of stock, delivery will take a little longer. You can check individual product pages for estimated stock arrival dates.

Once your item arrives back in stock, you will automatically receive an email or text notification containing a booking link. Depending on your postcode, you will be able to click the link and choose a convenient delivery date or opt for next-day delivery. Please note our customer service team does not call manually to arrange this, so keep an eye out for your automated link!

If you choose to refuse delivery when your item arrives, please be aware that standard cancellation fees will still apply to your order. Refusing a delivery does not waive these charges or automatically cancel the fee, as processing and transport costs have already been incurred to bring the item to your door.

Because our couriers plan their routes in advance, any changes to your address or delivery date made on the day of delivery may result in a missed delivery. If our team or courier is unable to accommodate the last-minute change while on route, a £45 redelivery fee will apply to re-route your order or reschedule it for a different day.

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

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.

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.

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.

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.

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.

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