Frequently Asked Questions
As over a million people sleep on a Dreams bed we have been asked many questions over the years, here's a few of the most common ones that you may find helpful. If you need any further help please ring one of our sleep consultants on 0800 652 5090 who will be only too willing to deal with your enquiry.
Where do I start if I wanted to buy a bed?
For the best experience, we recommend that you visit one of our stores. Alternatively, you can call our sales team on 0800 652 5090.
Where do I start if I wanted to buy a mattress?
If you want to get a great night's sleep, then you need a great mattress - this is exactly what Dreams provide. We want to ensure that you sleep soundly, enjoying a high level of comfort and get the right amount of support. Take a look at our mattress guide to help you choose the right mattress that meets your needs and gives you years of comfort.
How long does delivery take?
Depending on the item you order, delivery can be next day or up to 6 week. Our Delivery Team will contact you as soon as your order is ready, no need to chase. All delivery times quoted are approximate and may change depending on product. You will be notified in such cases.
How do I book a delivery?
You can book your delivery online or wait to be contacted by our Home Delivery Team, alternatively call 0344 292 0000.
How can I ask for advice?
For advice on which bed to select, please contact our dedicated Telesales Team on 0800 652 5090. Alternatively use our Store Locator to find your nearest store and speak to our friendly Sales Consultants.
What happens if I don't like it when it arrives?
If you ordered your goods online and they aren't what you expected on delivery, contact our Customer Service Team on 0344 292 0000 within 14 working days from your delivery and we will offer you a refund or exchange. The item must be unused and in its original packaging. Please note, a collection fee will apply.
Are your items covered by a guarantee?
Dreams cover all our items for 12 months, however extra coverage for 10 years is available for purchase on most products.
Will you assemble my bed?
If you haven't already selected this please contact our Customer Service Team on 0344 292 00 00 to purchase the assembly service.
Can I collect my order instead?
You can collect your order from one of our warehouses if you have ordered goods in-store. Unfortunately this is currently not an option on our website or through our sales team.
Do you deliver outside the UK?
This is only possible if you place an order in store and depends on the products you order. Unfortunately we only deliver to the UK mainland and Isle of Wight at present. Orders placed for delivery in Northern Ireland will be processed however delivery and after-sales services is dealt with by our Belfast office on 02890 508300.
Do you sell special size beds?
Yes, we can supply special sizes, shorter beds, longer beds, wider beds etc. This service is available through our many Branches Nationwide and our sleep consultants will be able to give you advice on all sizes available.
I want to place a large order for my business.
For all your business needs please contact our Contract Sales Team on 01628 535336.
Will you pass my details on to anyone else?
Dreams will never pass your details to any third party. If however, we need to arrange an independant inspection or delivery, we will ask your permission to do so.
Is your site secure?
All transactions are secure because all the details that you send to us are encrypted and sent across a secure connection. You can see that the shopping bag and checkout is a secure area of our site because a padlock symbol or key will appear in the bottom of your browser. The encryption technique we use is certified by VeriSign, the world's most respected certification body for internet firms. This means that the information you send us cannot be read by anyone other than the Dreams team. If you would prefer to order by phone, please call our Telesales team on 0800 652 5090.
Who will carry out the delivery?
Although Dreams delivery the majority of orders, some of our orders may be delivered directly by our suppliers. This may mean, if you have ordered furniture and other goods, that you receive separate deliveries. If you let us know, we will endeavour to try and deliver all goods on the same day. Any bed linen or pillows etc are sent out by courier to your home and will not arrive with the Delivery Team.
What do I do if my goods arrive damaged?
In the unlikely event that one of your items is damaged, please contact our Customer Service Team within 48 hours of delivery. You can let us know by either calling 0344 292 00 00 or by completing the contact us form to the left of this page.
What happens if my mattress is uncomfortable?
If you don't find your mattress comfortable, we would be happy to change it for you. Please contact our Customer Service Team on 0344 292 0000, or complete the contact us form to the left of this page before 40 days from delivery to arrange for an exchange to a different mattress. A new delivery charge will apply and any difference in price will be payable at time of difference. If it's cheaper, we will not refund the difference in price. Don't forget our stores are here to help with any questions you may have.
What is your complaints process?
If there is something you’re not happy with, we’d like to put it right, please click here to view the process and contact us using any of the methods listed.
I am having a problem with my item, how do I claim on my guarantee?
Should you need to claim against your guarantee, you will need to contact our Customer Service Team on 0344 292 0000 or complete the contact us form to the left of this page to give details of the problem you are experiencing. We would be happy to arrange for someone to visit your home and inspect/repair your goods.
My bed has some parts missing, how do I obtain these?
Please let us know should any parts be missing from your delivery. If you contact us on 0344 292 0000, most parts will be despatched within 48 hours. However some parts which have to be ordered from a 3rd party may take longer. Please note if missing part requests are sent via email they may take slightly longer.
How can I change or cancel part of my order?
If you would like to amend your order in any way, please contact us on 0344 292 0000 or complete the contact us form to the left of this page. Please note that certain goods may be subject to a cancellation charge.
What do I do if my goods don't fit into my home?
Online and telesales customers do have the opportunity to exchange or return goods when they do not fit as long as they are still in their original packaging and we are informed within 14 working days. Please note that in-store customers have a different set of terms which are given at the point of sale or by clicking here.
What is your returns policy?
If you have placed your order online, you have 14 working days to notify us if you don't like your goods. You will then be able to exchange or return them as you wish as long as they are still in the original packaging. Orders placed in store are subject to our normal terms and conditions which can be found on the reverse of your order form given at the point of sale. Please note a collection fee will apply.
Am I able to exchange my goods after delivery?
If you have placed your order online or over te phone, we would be happy to exchange any of your items for you as long as you let us know within 14 working days. Unfortunately we are unable to provide this service to our in-store customers and are only able to exchange mattresses (not whole divan sets) within 40 days from delivery. If you would like to exchange an item, please contact us on 0344 292 0000.
What are your terms and conditions?
Our web and telesales terms and conditions differ slightly from the in-store version and do not affect your statutory rights. Please click here to view our web/telesales terms and conditions. Please click here to view our normal in-store terms and conditions which apply if you bought in one of our stores.
Why have I not received my order confirmation email?
Please ensure that you have checked your junk and spam folders for the email. To prevent this from happening again please add in firstname.lastname@example.org to your safe list. If you still can’t find the email please contact us using the contact form and we'll be happy to help.