FAQs

For the answers to our most popular questions please see our FAQ list below. If you have any other enquiries not answered here, please fill in our contact form and we will be happy to help.

COVID-19

SHOWROOM

WEBSITE, ORDERS & PAYMENT METHODS

DELIVERIES

DISPOSAL & RECYCLE SERVICE

GUARANTEES & WARRANTIES

FINANCE


Are you still open & delivering?

Our showroom is currently closed, but our online store still remains open and we are delivering to most UK postcodes 7 days a week!

For more information on our Delivery Policies, please visit our Delivery Guide.


Can you still deliver the item(s) into my property?

Our delivery teams are still able to take the item to a room of your choice, while maintaining very strict guidelines to keep you and your family safe.

Our two-man white glove service is well-equipped with hand sanitiser and face masks and social distance measures will be strictly followed.

If you have any safety concerns, we can simply leave the items on your doorstep for you.


Can you still recycle my old bed & mattress?

Yes, we can still collect your old bed or mattress.

Please note that in order to collect your old items, the delivery team will need to access your home. The team will safely collect your old bed/mattress while maintaining very strict guidelines, but if you still have any safety concerns, please just leave the items outside your front door on the delivery day.

In both cases, please make sure the items are safely wrapped and ready for collection for a quick and efficient service.

For more information on how to prepare for bed & mattress collection, please visit our Disposal and Recycle Service.


Are you still accepting returns & exchanges?

Yes, we are.

If the event that you are not happy with your new product and you would like to know how to return it, please visit our Returns & Refunds .


Do you have a showroom?

Yes we do have a showroom. You can find us at:

Bedstar
Chapel Showrooms
98 High Street
Knaresborough
North Yorkshire
HG5 0HN


What are your opening times?

We are open 6 days a week from 9am-5pm. Our opening times are:

Monday 9am–5pm
Tuesday 9am–5pm
Wednesday 9am–5pm
Thursday 9am–5pm
Friday 9am–5pm
Saturday 9am–5pm
Sunday Closed


What products can I see in your showroom?

Please note that we only have a limited number of products in our showroom and not all the products advertised online can be seen in our shop.

If you are interested in a specific product from our online shop, please give us a call at 01423 863914 and we will be happy to check if this is available in our showroom.


I`ve placed an order online, but have not heard anything since?

Once your order has been placed you will receive an email confirmation.

If you have selected a delivery date the goods will be dispatched for delivery on this date. If however, the item has a lead time, we will not contact you until the item(s) are ready to be dispatched, at which point we will be in contact to arrange a delivery date.


Where is my order confirmation?

As soon as you`ve placed an order, you will receive a confirmation e-mail. If it`s not in your Inbox, please check your Spam/Junk Folder. If you are still not able to find it, please contact our support team and we will be happy to send it once again.


I`ve ordered the wrong item. What can I do?

Please contact our Customer Services team as soon as you notice and we will be happy to assist.

Please note that we will only be able to change this for you before 12:00 one day prior to the planned delivery date.

In case of late notice, a charge for redelivery/return may apply if the item is already been despatched with the courier service.

For further information, please call us on 01423 863914


I`ve entered the wrong details. How can I change this?

Please contact our customer services team by calling us on 01423 863914 as soon as possible. Alternatively, you can simply e-mail us at support@bedstar.co.uk


Can I pay over the phone?

Unfortunately we don`t accept payments over the phone, for security reasons all orders need to be placed online.


What payment methods do you accept?

  • Visa/MasterCard/Maestro
  • Paypal
  • V12 Finance (available on orders over £299)

For more information on our finance options please visit our finance page


Where do you deliver to?

We can only deliver to UK mainland.


Can you deliver outside the UK?

Our couriers can only deliver to UK mainland addresses, however, we can deliver to any freight forwarding company based in the UK, who would then be able to transport the item(s) anywhere in the world. The customer would need to organize the onward travel once our couriers had delivered the item(s)


How much does delivery cost?

Our standard delivery service charges are as follows:

  • Order over £299.00 – Free Delivery
  • Orders under £299.00 – £15.00 Delivery Charge

Please note: some remote postcodes carry an extra delivery surcharge. In order to check, please visit our Delivery Information Page.


When can I get my item?

We have lots of in stock beds and mattresses available for next day delivery, you can choose a delivery date at the checkout and choose as soon as tomorrow if the order is placed before 12 noon.

If the item is not in stock, please refer to the lead time on the product page and in your confirmation e-mail and we will contact you nearer the time to establish a convenient date for you.

For more information on when the item will be delivered to you, please see our Delivery Guide.


What time do you deliver?

Our Standard delivery service operates between 8am – 9pm Monday – Friday with an approximate 3-hour time slot provided.

We also offer Premium Delivery Services that will allow you to pick a designated time-slots. For details of how you can order a Premium Delivery Service, please visit our Delivery Guide section.


Will I get notified on the delivery time?

You will normally receive a SMS/e-mail the evening prior to a standard delivery to inform you of your estimated 3-hour delivery slot for the following day.

For details about your delivery time and how you can track your delivery, please read our Delivery Information Page.


How do I track my delivery?

In most cases online tracking will be provided the day before delivery, if however you have not received this please e-mail support@bedstar.co.uk or call 01423 863914 giving details of your order number and bedstar will be able to inform you of the estimated delivery time.


Where will you leave my items?

According to your delivery preferences, our 3rd party courier service can leave the items on your doorstep or deliver into the property. For more information on how the items will be delivered to you, please visit our dedicated Delivery Information page.


Is my order guaranteed to be delivered in the time slot given?

All time slots provided by our third-party courier service are only an estimation and cannot be guaranteed which is why we advise the delivery is an all-day service.


Can I choose my time slot?

All times are approximate, wherever possible you will normally receive an e-mail/text message the evening before the delivery day advising of an estimated time slot.


Do you deliver on a weekend?

Subject to the item(s) and your delivery post code many of our items can be delivered on a Saturday or Sunday, there is a surcharge of £25.00 for this service. Normally you will be presented with this option at the checkout stage. If you are unsure, please either e-mail us at support@bedstar.co.uk or contact us on 01423 863914 where a member of the team will be able to advise you further if this is possible.


Do you assemble the item on delivery?

We do not offer an assembly service; however, you may wish to contact a company called screw driver, they can be contacted for a price quotation by calling 0800 454828


I have ordered more than one item will they arrive together?

When more than one item is ordered they may arrive separately if you wish to check if this is the case please contact the customer service team by filling out our online support form and one of the team will be happy to advise further.


Will the courier call before delivery?

You will normally receive a text/email the evening prior to inform you of your estimated 2-3-hour delivery slot for the following day. You may also receive an update on the day of delivery an hour before your delivery is due, although we cannot guarantee this. Please be aware some couriers do not always have the facility to make contact prior to the delivery, if you have not heard anything by the day of delivery please call our team who will be able to check on progress for you.


Which couriers do you use?

We use third party couriers, Panther Logistics & XDP who deliver most of our orders, some items may be delivered directly by our suppliers third party couriers. This may mean if you have ordered more than one item, you may receive separate deliveries by separate


Can I collect my order?

Unfortunately, this is currently not an option on our web site as all our goods are dispatched and delivered via a third- party courier direct from our supplier.


Can you collect my old bed/ mattress?

Yes, we offer a disposal and recycling service from just £39.00. When you order a new bed/mattress, you can also add this service at check-out.

For more information on our bed and mattress removal services, please visit our Disposal & Recycle page.


How to prepare for a bed/mattress collection?

To make sure we can collect your old item(s), we will kindly ask you to wrap them up in advance so the delivery team can pick them up as quickly and safely as possible.

To find out more on how to prepare for bed & mattress recycle, please visit our Disposal & Recycle Page.


When can you collect my old mattress/bed?

We will collect your old items at the same time when we deliver your new order.


Do your products come with a guarantee?

All items come with a minimum of 12 months warrantry with some items having as much as 15 years. Please check each product page to find out the exact length of the warranty.


What if a product in warranty develops a fault?

Providing your item is within its warranty period, you are entitled to a warranty repair or replacement. To action this we kindly ask you to fill out our Online Support Form detailing the product fault that has developed.


How do I apply for finance?

Once you are at the checkout stage of the order you will be presented with the option to apply for finance. Please note we can only deliver to the invoice address, this is a requirement of our third-party finance company.


What payment options do you offer for finance?

Our Classic credit offers three options; you can choose to apply for periods of either 12 months, 24 months or 36 months set at 15.9% APR. After making an initial 10% deposit, you will then make equal payments until your finance is complete.