Our services

You have 48 hours after placing your order to 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 online by visiting manage my order. For all other changes please contact us via our Help Centre

For amending store orders: after 72 hours you may be charged an administration fee of up to 20%.

If you’ve placed your order online, it can be cancelled. 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’re unable to offer this service to our in-store customers.

Online or telesales purchases

All our bedding items are dispatched through the Royal Mail parcel delivery service, while Airbeds are shipped using Parcel Force delivery services, ensuring your order arrives promptly and securely to your doorstep. Returns can also be arranged using the Royal Mail Parcel Collect service.

Returns Policy: If you need to return any items, we’re here to help. You have 14 days from your delivery date to return any unused and unopened bedding items in their original packaging.

There are a few easy ways to return your items:

Online or Telesales Order:

• Option A - Self-Print Label:
  • Easily generate your returns label at home using the Royal Mail Parcel Collect service.
  • Drop off your package at your nearest Parcel Post-box, Royal Mail Delivery Office, or Post Office branch.

• Option B - Royal Mail Collection Service:
  • Arrange a hassle-free collection by Royal Mail using the Parcel Collect service.
  • Choose between a 24-hour or 48-hour slot for pickup with this free and convenient service.
  • You can either print your returns label at home, or Royal Mail can do this for you when they collect - handy, right?

• Option C - Post Office Assistance:
  • No printer? No problem. Simply take the item to your nearest Post Office provided you have created a return using the Parcel Collect services.
  • A member of staff will print your label. They’ll just ask you to show that you’ve requested the return using the Royal Mail website first.
  • Once the items get back to us, we’ll get your refund or exchange processed in a flash.

Store Orders:

If you picked up your bedding from a Dreams store, you can return it within 14 days as long as the items are unused and unopened in their original packaging. Our helpful Bed Experts will process the refund and exchange immediately.

If you ordered bedding in store which was delivered via Royal Mail, simply follow the steps for online orders above to make a return or exchange.

Other Large Items:

Beds, mattresses and other large items can also be returned. Simply get in touch with our Customer Service team up to 14 days after delivery. We’ll arrange collection of returned items, as well as any exchanges made through our 100-Night Comfort Guarantee. Please note, there’ll be a £49 charge for collection. Find out how to get your items ready for collection using our handy Returns And Refunds | Dreams

Please remember that you have a responsibility to take care of the goods while they remain in your possession ready for collection.

Refunds:

Refunds will be processed when the goods to be returned have reached us or been collected. If you need any help, you can find the best way to contact us via our help centre. Our working hours are Monday-Saturday, 9am to 5pm.

We’ll raise any refunds at the time of cancellation, and they’ll be processed when 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. you bought a bed for £999 and got £200 worth of free bedding), you’ll need to return both items to get a full refund. If you only return the bed in this example, you’ll be refunded £799 to cover the price of the bedding as you no longer qualify for the offer.

If you participated in a 'multi-buy' offer (such as 3 for 2) and return part of this order, then any saving that you would have made will be taken off your total refund.

To help us to take away your mattress to be exchanged as quickly and safely as possible, we’ll ask you to wrap and seal it in the green bag we’ll send out to you in advance.

If you don’t receive your bag within 48 hours of your exchange date, please get in touch with our Customer Services team, who’ll arrange for another set to be sent and advise you of your other options.

You’ll need to make sure the mattress is wrapped, sealed and ready before the delivery team arrives. Super-king (6-feet wide) mattresses are too big to be entirely covered by the bag. To wrap these, please slit the side of the bag and seal it with sticky tape on the edge that sticks out.

How to prepare for a mattress collection (for returns)

Please wrap the mattress to be collected in the clear bag provided by us. Seal it up with sticky tape.

Super-king (6-feet wide) mattresses are too big to be entirely covered by the bag. To wrap these, please slit the side of the bag and seal it with sticky tape on the edge that sticks out.

If you need any help, you can find the best way to contact us via our help centre. Our working hours are from Monday to Saturday, 9am to 5pm

Mattress movement is normal

Because you most likely sleep in the same position every night it’s normal for your mattress to adapt to the contours of your body. It’ll settle in pressure point areas and this simply means that the fillings are doing the job they’re designed to do – supporting you where you need it most. As part of our 100-Night Comfort Guarantee, if between 30 and 100 nights of use you’re not satisfied with the comfort of your mattress, we’ll exchange it for an alternative mattress in the same size. Full terms and conditions can be viewed here .

Check out our mattress care guide for tips on how to keep your mattress in tip-top condition for as long as possible.

The last thing we want is for your new bed or mattress to develop a fault or arrive damaged. In the unlikely event that this does happen, our Customer Services team are on hand to help you get it sorted.

It’s useful to know that sometimes products can appear to be faulty when they’re actually doing their job, or perhaps just need a little care. For example, mattress movement and settlement is normal. All new mattresses are designed to settle or dip slightly in the areas where you sleep the most. The layers and fillings are simply responding to pressure point areas and providing support where you need it. Our mattress care guide explains this in more detail.

Squeaky bed frames can often be fixed by checking and tightening fixings. If you’re having further issues and believe your product is faulty, please contact our friendly Customer Services team.