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We’re confident you’ll be happy with all our products, but on the rare occasion something falls short, our goal is to ensure the returns and refunds process is smooth and stress-free. We always want you to enjoy your purchases and get a great night’s sleep. Our policies are developed with this in mind.

Returns & refunds

We really hope you're happy with your new item(s). In the unfortunate event that you’re not, we're sure our smooth returns and refunds process will have you sleeping soundly. Our service has been developed with you in mind to ensure that whatever part of your order needs changing, we're ready to deliver the service you expect and deserve.

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 and address online by visiting manage my order. For all other changes please contact us via our Help Centre or call Customer Services on 0800 652 6750.

For amending store orders: after 48 hours you’ll be charged an administration fee of 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

You can return pillows, duvets, bed linen, mattress protectors and toppers at any time within 14 days after delivery. For hygiene reasons, we can only accept them if they’re returned unused and unopened – still in their original packaging.

Beds, mattresses and other large items can also be returned if you let our Customer Service team know within 14 days after delivery.

We’re able to arrange the collection of return items as well as Sleep Guarantee exchanges. Information on how to prepare for this can be found on our delivery information page.

For returns on products ordered online, you have a responsibility to take care of the goods while they remain in your possession.

Refunds

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.

Contact Customer Services via live chat, email customerservices@dreamsbeds.co.uk, or by phone 0800 652 6750. Our working hours are Monday-Saturday, 9:00-17:00.

Please note, there’ll be a £38 charge for collection.

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.

Contact Customer Services via live chat, email customerservices@dreamsbeds.co.uk, or by phone 0800 652 6750. 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 40-Night Sleep Guarantee, if between 30 and 40 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 at: dreams.co.uk/help).

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.

Our returns and refunds service:
Returns and refund service:
Refunds

Online orders will be refunded within 14 days of notification.

Returns

We’ll collect any damaged or faulty goods from your home.

Amendments

After ordering, you have 48 hours to change details of your order for free.

Online exchanges

Unused goods can be exchanged if we’re notified within 48 hours of delivery.

40-night sleep guarantee

If you’re not happy with your mattress within 30-40 nights, we’ll exchange it.

Friendly customer service team

Available 9-5 Monday to Saturday to talk you through your options.

Our ‘Price Promise’ to you

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We’re so sure our bed prices can’t be beaten, we’ve decided to put our money where our mouth is. So, if you spot the same bed in another retailer's showroom at a cheaper price, we’ll refund you the difference, plus an extra £10! This offer doesn’t apply to 'online only' retailers and outlet stores.

Our Price Promise is subject to us confirming the lower price, and only applies to undelivered beds and bedroom furniture for a period of 28 days after your purchase. We’re unable to extend this offer to clearance items.

It’s really easy to contact us about a price promise claim, just click here to get in touch.