Cancellations, Returns and Order Issues

At Divan Base Direct, we aim to make your shopping and delivery experience as straightforward as possible. This page explains what to do if your order arrives damaged, is incorrect or incomplete, develops a fault, does not fit into your property, or if you wish to cancel or return an item.

Read our Returns FAQ here.

Checking Your Order at Delivery

Please inspect your goods and property as soon as reasonably possible when the delivery is made. You may be asked to sign a Proof of Delivery confirming that the order has been received.

Signing the Proof of Delivery confirms receipt of the goods.

If you notice visible damage, a missing package or damage to your property during delivery, please:

• Inform the delivery team immediately.

• Ask the delivery team to record the issue on the Proof of Delivery before you sign.

• Take clear photographs of the goods, packaging, delivery labels and any property damage.

• Where permitted, sign the Proof of Delivery as “damaged” or “unchecked” rather than confirming that everything was received in good condition.

Failure to record visible damage at the time of delivery may make it more difficult for us to establish that the damage occurred during the delivery process.

Delivery Damage Discovered After Delivery

If you discover damage that you believe occurred during delivery, please contact our customer service team within 48 hours wherever possible.

Reporting the issue promptly allows us to preserve evidence, investigate the circumstances and submit a claim to the delivery company within its reporting period.

You can contact us on 0333 366 0145 or email info@divanbasedirect.co.uk.

Please provide:

• Your order number.

• Photographs showing the full item.

• Clear close-up photographs of the damage.

• Photographs of the packaging and delivery labels.

• Details of when and how the damage was discovered.

• Photographs of any damage caused to your property.

Reports received after 48 hours will still be reviewed using the available evidence. However, delayed reporting may make it more difficult to determine whether the damage occurred during delivery or after the goods were received.

Faulty, Incorrect, Incomplete or Not-as-Described Goods

The 48-hour delivery-damage reporting period does not apply to manufacturing faults or to goods that are incorrect, incomplete or not as described.

Please contact us promptly if, within 30 days of delivery, you discover that the goods:

• Have a manufacturing defect.

• Are the wrong product, size, colour or fabric.

• Have the wrong storage or drawer configuration.

• Are missing a drawer, fitting, component or another item included in the order.

• Do not match the order confirmation or product description.

• Are otherwise faulty or not of satisfactory quality.

We may request photographs, videos, product labels, packaging information or other reasonable evidence so that we can assess the issue and arrange an appropriate resolution.

Change-of-mind cancellation fees and customer collection charges will not apply where goods are confirmed to be faulty, incorrect, incomplete or not as described.

Faults That Develop After 30 Days

If a fault develops after the initial 30-day period, please contact our customer service team and provide your order number together with photographs or videos clearly showing the issue.

We may also request information about how the product has been assembled, used, supported and cared for.

We will assess whether the issue has resulted from:

• Defective materials, manufacturing or workmanship.

• Normal wear and tear.

• Accidental damage.

• Misuse or overloading.

• Incorrect assembly.

• Unsuitable support.

• Improper care.

• Unauthorised alteration or repair.

After the initial 30-day period, repair or replacement will normally be considered first in accordance with applicable product warranty.

Potentially covered issues may include structural failure, a gas-lift piston or mechanism failing during normal use, or abnormal mattress dipping beyond the applicable manufacturing tolerance.

Normal wear and tear, expected mattress settlement, accidental damage, forcing a mechanism, incorrect assembly, overloading and unauthorised repairs are not covered.

Repairs and Returns

Please do not attempt to repair, alter or dismantle the product, and do not arrange for a third party to carry out repairs, before receiving instructions from our customer service team.

Unauthorised work that causes or worsens the problem may affect the assessment of your claim or any applicable warranty cover.

Please do not return any goods without first contacting us and receiving return or collection instructions.

Returning an Item If You Change Your Mind

If you change your mind about your purchase, you may request a return within 30 days of delivery, provided the item meets the return conditions and remains in its original packaging.

A cancellation fee of 50% per item will be deducted from the refund. This contributes towards transportation, manufacturing, administration and storage costs.

Change-of-mind returns are subject to the following conditions.

Mattresses

For hygiene reasons, mattresses can only be returned if they remain unopened, unused and in their original sealed packaging.

We cannot accept a change-of-mind return if the packaging has been opened or removed, or if the mattress has been used.

Mattress Protectors

For hygiene reasons, mattress protectors cannot be returned once their packaging has been opened.

Bespoke and Made-to-Order Items

Our made-to-order products include divan bases, mattresses, headboards and ottoman storage boxes.

These products may be returned within 30 days provided they meet the return conditions and remain in their original packaging. A cancellation fee of 50% per item will apply.

Clearance and Ex-Display Items

Clearance and ex-display products are sold at reduced prices because they may have signs of handling, display use, cosmetic marks or wear.

They cannot be returned or refunded unless they are faulty or have been incorrectly described.

Return and Collection Charges

Customers are responsible for the cost of returning change-of-mind items.

Customers may arrange their own return after receiving instructions from our customer service team.

Alternatively, we may be able to arrange collection through our delivery partner. A collection charge will apply in addition to any applicable cancellation fee.

Where we arrange collection after delivery, a charge of £60 applies for the first item, with an additional charge applying for each further item.

The full collection charge will be confirmed before collection is arranged and will be deducted from the refund.

Please contact our customer service team on 0333 366 0145 or email info@divanbasedirect.co.uk for collection details.

Goods That Do Not Fit into Your Property

It is the customer’s responsibility to ensure that the products ordered will fit into the property and through the complete delivery route.

Before ordering, please check:

• External and internal doorways.

• Hallways and corridors.

• Staircases and landings.

• Tight corners and turns.

• Lifts.

• Ceiling heights.

• Any other access restrictions.

If delivery cannot be completed because the item does not fit or the delivery route is unsuitable, a cancellation fee of 50% per affected item will apply.

This fee contributes towards transportation, manufacturing, administration and storage costs.

Any applicable collection, failed-delivery or redelivery charges may also apply.

Cancelling an Order Before Delivery

If you wish to cancel your order before delivery, please contact our customer service team as soon as possible on 0333 366 0145 or email info@divanbasedirect.co.uk.

Standard made-to-order orders cancelled within one working day of being placed and before manufacturing begins are subject to a 5% administration fee.

If manufacturing has begun, or the cancellation request is made after one working day, a 50% cancellation fee will apply.

Express orders are subject to a 50% cancellation fee, regardless of when the cancellation request is made.

If an order is cancelled after it has been delivered and we arrange collection, a collection charge of £60 for the first item, plus an additional charge for each further item, will also apply.

Cancelling a Delivery Upgrade Service

When purchasing a delivery upgrade, you are purchasing reserved time within the delivery team’s route and schedule, rather than only the physical completion of the service.

Delivery upgrade services may be cancelled for a full refund where:

• The cancellation request is made by telephone before 3pm on the working day before delivery.

• The delivery route and timings have not already been finalised.

To cancel an upgrade and qualify for a refund, you must call our customer service team before the deadline.

Cancellation requests made by email will not guarantee that the reserved time can be removed before the route is finalised.

If the upgrade is cancelled after 3pm on the working day before delivery, the upgrade fee will be non-refundable and the allocated time cannot be transferred or changed.

If the delivery upgrade cannot be completed because of circumstances outside the delivery team’s control, including unsuitable access, the room not being ready, the existing product not being dismantled where required, or the customer being unavailable, the reserved time fee will remain non-refundable.

Contact Us

For help with cancellations, returns, delivery damage, faults or any other order issue, please contact our customer service team:

Telephone: 0333 366 0145
Email: info@divanbasedirect.co.uk

Please have your order number available when contacting us.