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On the rare occasion that you are unhappy with your product, we endeavour to make sure the returns and refunds process is as smooth and stress-free as possible. We always want our customers to enjoy their purchases and have developed our policies with this in mind.
Within the first 48 hours of placing your order you can change any detail free of charge. That includes the size of the product you've chosen, your delivery address and even your delivery date. You can change your delivery date and address online by visiting manage my order. For all other changes please contact us via our Help Centre or call our Customer Services Team on 0800 652 6750. store orders - after 48 hours you will be charged an administration fee of 20%.
Orders placed online can be cancelled prior to delivery. We’ll make sure to refund you within 14 days from letting us know. You’ll be refunded on the card or payment method that you used to place your order. Unfortunately, we are unable to offer this service to our in-store customers.
In-store purchases - Following the temporary closure of our stores, we will honour a late return to store of pillows, linen, mattress protectors and other soft items provided they remain unused and unopened in their original packaging with proof of purchase.
Online or telesales purchases - Pillows, linen, mattress protectors and other soft items can be returned at any time within 14 days after delivery. For hygiene reasons, we cannot accept back any soft goods unless they are returned unused and unopened in their original packaging. Beds, mattresses and other large items can also be returned provided you let our Customer Service team know within 14 days after delivery. From 4 June we will be able to resume collection of return items as well as mattress comfort exchanges. Information on how to prepare for this can be found on our delivery information page. Products ordered online must not be used and you still have a responsibility to take care of the goods while they remain in your possession.
Refunds - We will raise any refunds at the time of cancellation, but we’re afraid that these cannot be finally processed until the goods to be returned have reached us or been collected. Contact Customer Services via live chat, email ([email protected]), or by phone (0800 652 6750). Our working hours are Monday - Saturday 9:00-17:00
We will raise any refunds at the time of cancellation, but we’re afraid that these cannot be finally processed until the goods to be returned have reached us or been collected.
If you bought the item as part of a linked saving offer (e.g. buy a bed for £999 and get £200 worth of free bedding), you must return both items to get a full refund. If you only return the bed in the given example, you will be refunded only £799 to cover the price of the bedding as you no longer qualify for the offer.
If you participated in a 'multi buy' offer (e.g. 3 for the price of 2) and return part of this order, then any saving that you would have made will be deducted from your total refund.