My item has a lead time what does this mean?
When an item has a lead time this is the estimated amount of time it will take the bed to be sent from the supplier into our Warehouse. Please note, lead times are only an estimation and can be subject to change. Once your item has been received by us, one of our logistics team will contact you to arrange a convenient delivery date.
My item is out of stock is the due back in stock date guaranteed?
When an item is out of stock, we are given an estimated date from the supplier, this date is not guaranteed and can change, we will notify you as soon as we are made aware. Once the item has been confirmed as back into stock and ready to be dispatched one of our logistics team will be in contact to organise a convenient delivery date.
I’ve placed an order online. But I have not heard anything since?
Once your order has been placed you will receive an email confirmation to say we have received your order. If you have selected a delivery date the goods will be dispatched for delivery on this date. If the item has a lead time, we will not contact you until the item is ready to be dispatched from us at which point one of the logistics team will be in contact to book the delivery.
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.
I have received a time slot from the courier, but it is not convenient what do I do?
Once a time slot has been provided, we are unable to change this. We can however re-arrange the delivery for another date that is more convenient for you, but there will be a charge for this.
My item is due to be delivered today, but I can no longer be at the property?
We can contact the courier and try to stop the delivery and re-book a different date for you, please note this will incur a re-delivery charge and it may not be possible to re- book until the items have been scanned back into the delivery depot by the courier.
My delivery is late?
All time slots provided are only an estimation and the goods can arrive outside of these times. If you would like to check on the progress of your delivery, please contact the customer service team using our Online Customer Support Form. If you have received tracking information you should be able to log onto the couriers portal to find up to date information
My delivery has not arrived?
We try our best to deliver all items on the delivery date selected, but on rare occasions situations can occur beyond our control. If this happens please contact the customer service team by filling out our Online Customer Support Form and one of the team will be happy to assist you.
What if I change my mind?
If you have simply changed your mind about any item (except tailored products to your customer specification) and wish to return it, then in-line with the Distance Selling Regulations (DSR) you can do so provided you advise us within 14 working days of receipt. Please note the item must not be used and in its original packaging. Once you have advised us that you wish to return goods under DSR, you have 28 calendar days to do so, at your own expense. If you would like us to do this for you there is a minimum charge of £40 (depending on the item (s) ordered. Once the item has been received back, we will issue the refund.
The courier has arrived, and the boxes are damaged what do I do?
Please check the boxes and if they have damage to them that you think may affect the goods inside please make sure you sign for these as unchecked and damaged. Once unpackaged please check the goods, if there are any issues, you will need to notify us straight away, please fill out the Online Customer Support Form, detailing as much information as possible and images of the damage. Once received one of the Customer Service team will be in contact to assist you further.
What do I do if my goods are faulty on arrival?
If your items are faulty on arrival, i.e. the packaging is in-tact, but the product does not work or the damage is not visible until the item (s) have been unpacked, you have 14 working days in which to inform us of the fault. This should be done by completing our Online Customer Support Form. Please note if this is not reported in the said time then this may jeopardize your rights to cancel for a full refund.
Once we have verified the fault, we will either issue a replacement or full refund to you via your original method of payment. Please note, we will check the returned item (s) and if found not to be faulty by our Technicians, we will either return the item to you or deduct the delivery and collection costs from your refund. Items should be returned in their original packaging complete with all accessories and documentation. If you are unsure please refer to our Returns Policy
Can you recycle my bedframe?
The recycling service is available on divan sets and mattresses only. We cannot remove any type of bedframe even if it has been broken down into several pieces.
For details on how to prepare your products for collection, please see our recycling terms and conditions.
What are the measurements of a King-size Mattress?
Generally, all measurements can be found under the product description tab directly below the main image of the Mattress. For your reference, please see below:
- A standard 2ft 6 mattress is 75cm in width by 190cm in length
- A standard 3ft mattress is 90cm in width by 190cm in length
- A standard 4ft mattress is 120cm in width by 190cm in length
- A standard 4ft 6 mattress is 135cm in width by 190cm in length
- A standard 5ft mattress is 150cm in width by 200cm in length.
- A standard ft mattress is 180cm in width by 200cm in length
Do you deliver on a Saturday?
Subject to the item (s) and your delivery post code many of our items can be delivered on a Saturday, there is a surcharge of £30.00 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 [email protected] 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 0800454828
Can I choose my delivery date?
Provided the item is in stock and does not have a lead-time you will normally be able to select your chosen delivery date at checkout.
How much warranty do you offer?
All items have a minimum 1-year guarantee. Some items do have extended warrantee, this is very much dependant on the item you are ordering, generally this information is available on the ‘Product Description tab’ Should you require any further information please call our team on 01423 863914 or e-mail [email protected]
Can I pay over the phone?
Unfortunately, we cannot offer this facility, for security all orders need to be placed online.
Can I pay by AMEX?
Unfortunately, we don’t accept this type of card, however there are a number of payment options available, you can pay by Visa/Mastercard, you can also pay via PayPal, subject to the order value we also offer finance.
How long will my refund take?
We will refund or re-credit the Buyer within 30 days for any sum that has been paid or debited from the Buyer’s credit card for the Product would be processed within 30 days for any sum that has been paid or debited from the Buyer’s credit card for the Products
What is the difference between an open coil mattress and a pocket sprung mattress?
A pocket sprung mattress offers individual zoned support to the areas of your body that need it most, pocket springs will contour perfectly to your body with each spring compressing based on the weight applied to it. This traditional type of spring system has been utilised for over 80 years and is the most popular type of mattress among consumers.
An open coil mattress has the springs arranged in rows and are connected together at the top and bottom, with a firm wire border to give it a firm edge.
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 courier 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
Will my item be taken to my chosen room?
- This is dependant on the type of courier service being used. Our one-man service will only deliver the ordered items to the front door of the designated delivery address. This means if you reside in an apartment or block of flats, they will only deliver to the lobby area as they are not insured to enter private premises.
- Our two-man service will take your item (s) to a room of choice and remove item (s) if you have selected our removal service.
- If you would like to know which service your item (s) will be delivered on you can contact us either via telephone on 01423 863914 or via e-mail at [email protected]
Do you offer discounts?
We do offer a range of discounts including our popular bundle deal offer where you can get 20% off many of our beds when you purchase both the bed and mattress together at the same time. Please take a look at our home page for our current available offers.
My item (s) are faulty, why do I need to send pictures?
Our supplier requires images so they can establish the root cause of the fault, this will ensure the best resolution is found for the issue as there are occasions when we need to send out an independent assessor to establish if the fault is a manufacturing issue.
What are your customer service opening hours?
Our opening hours are between 9:30-5pm Monday to Friday. You can contact us via a number of methods such as live chat, telephone and email.
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.
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.
If I find the item cheaper elsewhere can you match the price?
We do offer a ‘Price Match’ facility; you can request a ‘Price Match’ by selecting the ‘Price Match’ tab whilst in the main product page.
I have just placed my order Online and wish to cancel it, what do I do?
Please contact our Customer Service Team between 9:30am – 5pm on 01423 863914 or you will need to put your request in writing via e-mail to [email protected]