Returns and Refunds

01What do I do if my goods arrive damaged or missing?

First of all, please check over your goods on delivery to ensure that the packaging is intact and all items are in good condition before you sign for them. A quick way to spot damage when accepting your goods is to check the boxes and plastic packaging for tears, dents or crumpled areas. You can report any damage within 24 hours of delivery by email.

If you find your items damaged on delivery, please record it with the courier and email us.

If any boxes are missing from the delivery then please record with the courier how many are missing, accept the boxes that are present and then contact us via email or phone stating which ones are missing. Once we have confirmed which items are missing we will arrange to have them sent to you as soon as possible.

If there are parts or pieces missing in the boxes you have accepted then give us a call or email us and we will send the parts to you with no extra charge. When you contact us, tell us the part numbers of the exact pieces missing so we can send the right parts quickly. If you have already accepted the boxes and find parts to be missing or damaged then you will need to email us with photos showing how the parts are damaged.

If a collection is arranged, the goods should be ready to be collected on the ground floor, as the delivery services usually refuse to collect from any other floor. If you find that your goods are damaged after you have taken delivery and if you don’t notify us within 24 hours after the delivery attempt, unfortunately we cannot take any responsibility. It is important to keep the original packaging when returning any item.

If you wish to return anything please contact us and we shall arrange a collection through our couriers. £150 collection charges shall be deducted from refund value with no exceptions. Items collected for replacement do not incur any shipping charges.

What do I do if I decide I don’t want my items before they arrive?

If you have changed your mind after your order has been dispatched, please note that the £150 postage and packaging charge is non-refundable.

Each bed is considered a specialist, made to order item. Once the 24-hour cooling-off period has passed, a 30% restocking fee will be deducted from your refund, with no exceptions. Mattresses cannot be returned once they have been slept on, as set out in the Consumer Contracts Regulations.

As above, the reporting period for any defects is 24 hours from the time of delivery.

What do I do if the item doesn’t fit my property?

All our beds are handmade to order, so we strongly recommend measuring your property before placing an order, to make sure the bed can be carried to the room of your choice for delivery and assembly.

It is the customer’s responsibility to ensure there is ample space available. If the items cannot be taken to the room of your choice for assembly, a 30% restocking fee applies, along with £150 courier charges deducted from your refund.

All our photos are taken in a studio environment, so some fabrics may appear slightly different in person.