Cancellations & Returns – Quick FAQ Guide

1. What should I do if my order arrives damaged?

Please inspect your order when it is delivered.

Before signing:
Tell the delivery team immediately and ask them to note the damage on the Proof of Delivery.

After delivery:
Contact us within 48 hours wherever possible on 0333 366 0145 or email info@divanbasedirect.co.uk.

Please send:

• Your order number
• A photo of the full item
• Close-up photos of the damage
• Photos of the packaging and delivery labels

2. What if my order is faulty, incorrect or incomplete?

Please contact us promptly if your order:

• Has a manufacturing fault
• Is the wrong size, colour, fabric or product
• Is missing a drawer, fitting or component
• Does not match your order confirmation or product description

Contact us on 0333 366 0145 or email info@divanbasedirect.co.uk with photos or videos of the issue.

3. Can I return an item if I change my mind?

Yes. You may request a return within 30 days of delivery, provided the item:

• Remains in its original packaging
• Is unused and unassembled where applicable
• Is complete and in the same condition as delivered

A 50% cancellation fee per item will apply as well as a collection fee.

4. Can I return an opened mattress?

No. For hygiene reasons, mattresses can only be returned if they are:

• Unopened
• Unused
• In their original sealed packaging

This does not apply if the mattress is confirmed to be faulty or incorrect product.

5. Can I return an opened mattress protector?

No. Mattress protectors cannot be returned once the packaging has been opened, unless the item is faulty or incorrect product.

6. Can I return a made-to-order item?

Yes, provided it is returned within 30 days, remains in its original packaging and meets the return conditions.

Made-to-order items include:

• Divan bases
• Mattresses
• Headboards
• Ottoman storage boxes

A 50% cancellation fee per item will apply.

7. Can I return a clearance or ex-display item?

Clearance and ex-display items cannot be returned.

8. How do I return an unwanted item?

Contact us before arranging any return.

You can:

• Arrange and pay for the return yourself, or
• Ask us to arrange collection

If we arrange collection:

• A £60 charge applies for the first item
• An additional charge applies for each extra item
• The total charge will be confirmed before collection

9. What happens if the furniture does not fit?

It is your responsibility to check that the item will fit through:

• Doorways
• Hallways
• Staircases
• Lifts
• Tight corners and turns

If delivery cannot be completed because of access restrictions, a 50% cancellation fee per affected item will apply to the return.

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

10. How do I cancel my order before delivery?

Contact us as soon as possible on 0333 366 0145 or email info@divanbasedirect.co.uk.

For standard made-to-order items:

• Cancel within one working day and before manufacturing begins: 5% administration fee
• Cancel after one working day or after manufacturing begins: 50% cancellation fee

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

11. Can I cancel a delivery upgrade service?

Yes, but you must call us before 3pm on the working day before delivery.

A full refund may be available if:

• You call before the deadline
• The delivery route and timings have not already been finalised

Cancellations made after 3pm are non-refundable.

Email requests do not guarantee that the service can be cancelled in time.

12. What do I need to do before bed assembly or removal?

For bed assembly:

• Make sure there is enough clear and safe space
• Remove furniture or items that may block the team
• Ensure the delivery route is clear

For bed removal:

• Fully dismantle the old bed before the team arrives
• Make sure each section is small enough to remove safely
• The delivery team will not dismantle the old bed

13. What if the upgrade service cannot be completed?

The upgrade fee will remain non-refundable if the service cannot be completed because:

• There is not enough space
• The room is not ready
• The old bed has not been dismantled
• The sections are too large to remove
• Access is unsuitable
• The customer is unavailable

The fee covers the time reserved within the delivery team’s schedule, rather than only the successful completion of the service.

Contact Us

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

Please have your order number available when contacting us.