Q: What delivery service do you offer?
A: We offer a FREE 2-Man Delivery Service to the room of your choice within Mainland GB (including parts of Scotland). Our experienced delivery team will handle your order with care.
Q: What if I need delivery to a specific location within my property?
A: For delivery to the entrance of your property or a safe place, please request this the day before your scheduled delivery. We cannot accommodate same-day requests.
Q: Do you deliver to offshore locations?
A: For addresses in Northern Ireland, Isle of Man, Isle of Wight, Scottish Islands, and Channel Islands, we offer free delivery to a nominated mainland GB address (e.g., a port). Onward shipping from that point is the buyer's responsibility. We can provide quotes for delivery to these offshore addresses upon request.
Q: Are there any postcode restrictions?
A: Yes, our 2-Man Delivery service is unavailable for the following postcodes: HS1-HS9, IV41-IV49, IV55-IV56, IV63, KA27-KA30, KW17, PA20-PA34. For these areas, we offer a 1-Man delivery to the doorstep only. Assembly and removal services are also unavailable.
Q: Do you offer delivery upgrades?
A: Yes, we offer a range of delivery upgrades, including installation and removal services. See our full range of delivery upgrades here.
Q: What is the delivery lead time?
A: Our target delivery time is 3-10 working days. Deliveries to Scotland and South West England may require up to an additional 7 working days.
Q: How will I know when my order will be delivered?
A: Delivery slots are confirmed 1-2 days in advance by our couriers, Furdeco, via email or SMS. You will receive a 3-hour time slot the evening before your delivery date.
Q: What if I need to reschedule my delivery?
A: Rescheduling a confirmed delivery slot may cause delays. Please contact us as soon as possible if you need to reschedule.
Q: What if my delivery is delayed?
A: While we aim to deliver within the stated timeframe, delays can occur. We are not liable for any losses or consequences resulting from delayed or rescheduled deliveries, including but not limited to time off work, cancelled hotel/Airbnb bookings, etc. Our cancellation terms will still apply.
Q: How do I book my delivery?
A: Please ensure you provide your correct contact telephone number and email address so we can communicate effectively regarding your delivery.
Q: Who is your delivery partner?
A: We partner with Furdeco, an independent delivery company, for our Premium 2-Man Delivery Service. They handle your goods with care. You can contact them directly at 0121 285 5255.
Q: When do you deliver?
A: Deliveries are made Monday to Friday (excluding some bank holidays). Our couriers will specify the delivery day, and they will work with you to reschedule if the proposed date is inconvenient.
Q: How do I confirm or change my delivery?
A: Delivery slots are confirmed 1-2 days in advance by Furdeco. If you need to cancel or reschedule a booked delivery, please inform us before 3 pm the day before your scheduled delivery. Cancellations after this time will incur redelivery fees.
Q: What if I choose not to inspect my delivery or sign for it?
A: If you choose not to inspect your delivery or sign for it, you assume full responsibility for any damages. Divan Base Direct will not be liable for any issues unless they are recorded at the time of delivery. By opting out of a signed delivery, you waive the right to raise claims regarding the condition of the goods.
Q: What happens if I miss my delivery?
A: Missed deliveries will incur a re-delivery surcharge (per item). Failure to notify us of unavailability before 3 pm the day before delivery will also incur a redelivery fee.
Q: What should I do about access for the delivery?
A: Please check the product dimensions before placing your order to ensure they will fit into your home. If our couriers cannot complete the delivery due to access restrictions, a fee of up to 50% per item may be charged to cover transportation, manufacturing, and administration costs.
Q: When should I dispose of my old bed?
A: We recommend not removing old beds or mattresses until your new order has been delivered. If you remove them prior to delivery, you do so at your own risk. We strongly advise using our courier's recycling service for same-day delivery and removal if required.
