1. What should I do if my order arrives damaged or faulty?
We strongly recommend inspecting your order upon delivery. If you notice damage:
- Before signing for delivery: Inform the delivery team and ask them to note the issue before signing.
- After delivery: Contact our customer service team within 48 hours at 0333 366 0145 or email info@divanbasedirect.co.uk with photographic evidence.
2. Can I return an item if I change my mind?
Yes, you can return an item within 7 days, provided it is in its original packaging. However, a 50% cancellation fee per item will apply to cover transportation, manufacturing, and administrative costs.
3. Can I return a mattress if I’ve opened it?
No, for hygiene reasons, we cannot accept returns of mattresses that have been opened or used. Only unopened mattresses in their original packaging are eligible for return.
4. Can I return a bespoke or made-to-order item?
Bespoke items, including Divan Bases, Mattresses, Headboards, and Ottoman Storage Boxes, are made to order and cannot be returned. If returned, a 50% cancellation fee will be applied.
5. Can I return a clearance or ex-display item?
No, clearance and ex-display items are sold at a discounted price due to possible wear and tear and are non-refundable unless faulty.
6. How do I return an unwanted item?
You are responsible for returning unwanted items. If you prefer, we can arrange collection for an additional fee per item. Contact 0333 366 0145 or info@divanbasedirect.co.uk for details.
7. What happens if my furniture doesn’t fit through my door or hallway?
It is your responsibility to ensure that the item will fit before ordering. If delivery cannot be completed due to access restrictions, a 50% cancellation fee per item will apply.
8. How do I cancel my order before delivery?
Contact our customer service team as soon as possible at 0333 366 0145 or info@divanbasedirect.co.uk.
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Bespoke Made-to-Order Items:
- Cancelled within 1 working day: A 5% administration fee will be deducted from your refund.
- Cancelled after 1 working day but before delivery: A 50% cancellation fee applies.
- Cancelled after dispatch: A £60 collection charge will also be applied.
9. Can I cancel a delivery upgrade service?
Yes, if you call before 3 PM the day before delivery, you will receive a full refund. If cancelled after 3 PM, or via email, the fee is non-refundable.
10. What happens if my delivery upgrade service cannot be completed?
If the service cannot be completed due to reasons beyond the delivery team’s control, the upgrade fee remains non-refundable.
For further assistance, contact our customer service team at 0333 366 0145 or email info@divanbasedirect.co.uk.
