What happens if the goods arrive faulty or damaged?
It is very important that you inspect your product upon delivery, as we’ll ask you to sign a form confirming that it appeared to be in good condition when you received it. If you are not happy with the goods when you inspect them, please contact us straight away on 0333 366 0145.
If you have noticed something is wrong after delivery, please contact our customer services team within 48 hours on 0333 366 0145 or email firstname.lastname@example.org. Our team will then advise you on the next steps, which may include requesting photographic evidence from you of the damage/fault. This will help us to organise a resolve, return or replacement with the manufacturer/delivery partner.
Please DO NOT attempt to fix a faulty item yourself or via a third party as this may affect your entitlement to a refund, compensation or reimbursement. We also ask that you do not return a faulty item without contacting our customer services team first.
What happens if I change my mind after the goods have arrived?
We want you to be absolutely delighted with your order, but we understand from time to time things don’t always work out and you may want to return an item. If you are not totally satisfied with your purchase, you can return it to us in its original packaged condition within 7 days. Please note this will result in a fee of up to 50% for each item to cover the costs of transportation, manufacturing and administration as well as the following terms and conditions for returning goods:-
Returning Mattresses:- Mattresses are made to order and can only be returned if they are unopened. If, however, the mattress is out of its packing or used, for hygiene reasons we can’t accept a return in this instance.
Bespoke Made to Order Items:- Please note that for cancelling a 'Bespoke Made to Order' item which includes all Divan Bases, Mattresses, Headboards and Ottoman Storage Boxes, there will be a 50% cancellation fee of the item value. This cost will be deducted from your total refund amount.
Clearance/Ex-Display Items:- the price of these items reflects the fact that they have been reduced to clear, or may have sustained fair wear and tear from being ex-display models. Therefore, they cannot be returned or refunded unless they are found to be faulty.
Collection Fees: Please note that you are responsible for covering the cost of returning an unwanted item to us. If you would like our delivery partner to collect your goods, there will be charge for the each item collected. To organise this, or for further information on collection fees, please contact our customer services team on 0333 366 0145 or email email@example.com.
What happens if the goods won't fit into my home?
Although we understand the difficulties in checking door sizes, corridors and stairways for delivery, it is always your final responsibility to ensure that the goods will fit into your home.
If our logistics partner are not able to fulfill the delivery of your goods due to access restraints, it will result in a cancellation fee of up to 50% for each item to cover the costs of transportation, manufacturing and administration.
What if I decide to cancel my order prior to delivery?
If you have a change of heart and decide you want to cancel prior to delivery, please contact our customer services team straight away on 0333 366 0145 or email firstname.lastname@example.org.
Please note 'Bespoke Made to Order' items which include a specific fabric/colour of our Divan Bases, Divan Bed Sets, Headboards, Mattresses and Ottoman Storage Boxes must be cancelled within 1 working day of placing your order before it has began manufacturing. Failure to inform us within 1 working day will result in a 50% fee of the item value if the item has been manufactured. This cost will be deducted from your total refund amount.
If you notify us of cancelling your order after the goods have been booked in with our delivery partner, there will be a 50% fee of the item value if it's a 'Bespoke Made to Order' item, plus an additional collection charge of £60 to recover the goods. This cost will be deducted from your total refund amount.