Before You Order

Please carefully review all product specifications, measurements, colours, materials, firmness options and delivery requirements before placing your order.

Product photographs are intended to represent colours and finishes as accurately as possible. However, slight differences may occur because of screen settings, lighting conditions, fabric batches, handcrafted production and normal manufacturing tolerances.

Minor variations in colour, texture, stitching, finish, firmness or dimensions which fall within reasonable manufacturing tolerances are not normally considered manufacturing faults.

Checking Your Delivery

Please inspect your goods as soon as reasonably possible after delivery.

We strongly recommend reporting visible damage, missing items, incorrect goods or other delivery issues within 24 hours, together with clear photographs where possible.

Reporting an issue promptly helps us investigate and resolve it more quickly. Failure to report an issue within 24 hours does not remove any statutory rights you may have under applicable consumer law.

Standard Online Orders

Where the Consumer Contracts Regulations apply, customers purchasing standard non-bespoke goods online may have the right to cancel their order within 14 days of receiving the goods.

Customers must notify us of their decision to cancel within the applicable cancellation period and must take reasonable care of the goods while they remain in their possession.

Certain goods are excluded from cancellation rights, including products that are made to the customer’s specifications, personalised, or otherwise exempt under applicable law.

Mattresses & Hygiene

Mattresses are hygiene-sensitive products. Where a mattress has been supplied in sealed protective packaging, cancellation rights may be restricted once the hygiene seal or protective packaging has been removed where permitted by law.

Mattresses that have been used, stained, marked, damaged or returned in an unsanitary condition may not be accepted as a change-of-mind return.

This does not affect your rights where a mattress is faulty, not as described, or otherwise fails to meet the standards required by consumer law.

Made-to-Order Products

Many of our beds and upholstered products may be manufactured or prepared specifically to a customer’s chosen size, fabric, colour, configuration or other specification.

Products genuinely made to a customer’s specification or clearly personalised may be excluded from the standard right to cancel once production or preparation has begun, where permitted by law.

Any cancellation request for a made-to-order product should therefore be made as soon as possible after ordering.

Faulty or Damaged Goods

If an item arrives damaged, has a genuine manufacturing defect, is not as described, or does not meet the standards required by applicable consumer law, please contact us as soon as possible.

We may request photographs or other reasonable information to help assess the issue.

Depending on the circumstances and your legal rights, an appropriate remedy may include a repair, replacement, price reduction or refund.

Items That Do Not Fit

Customers are responsible for checking that ordered items can safely pass through all relevant access points before purchase.

• Doorways and entrances
• Hallways and corridors
• Staircases and landings
• Lifts and communal areas
• Room dimensions
• Property and parking access

Where goods cannot be delivered because of unsuitable access or incorrect customer measurements, reasonable collection, redelivery or other associated charges may apply where permitted by law.

Condition of Returned Goods

Where a return is accepted, goods should be kept in good condition and, wherever reasonably possible, returned with their original packaging and accessories.

Customers may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and function.

Where permitted by law, we may make an appropriate deduction from a refund if the value of the goods has been reduced because they have been handled beyond what would reasonably be permitted when inspecting them in a shop.

Return & Collection Costs

Where a return is made because the customer has changed their mind and the return is otherwise permitted, the customer may be responsible for reasonable return or collection costs where allowed by law and where this has been made clear before purchase.

Where goods are faulty, damaged or not as described, we will handle reasonable return or collection arrangements in accordance with your statutory rights.

Refunds

Once an approved return has been received and assessed, any refund due will be processed using the original payment method unless otherwise agreed.

Refund processing times can vary depending on the payment provider or bank.

Any lawful deductions, where applicable, will be clearly explained before the final refund is processed.