Question 1

Order amendments

Accepted Answer

Online and store orders - 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 5090. After 48 hours you will be charged an administration fee of 20%.

Question 2

Cancellations pre-delivery

Accepted Answer

Online orders only - 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.

Question 3

Returns after delivery

Accepted Answer

Online orders only - In the unfortunate instance that your goods are delivered to you damaged or faulty we will arrive at your home and take the item away. Please call our Customer Service Team on 0800 652 5090 to arrange a suitable day for us to pick up your item. If your item is not damaged or faulty, and you have changed your mind and wish to return it, all we ask is that your item is still in perfect condition, and where possible ensure they are in their original packaging (you can open the packaging to inspect your item). Please be aware that there will be a collection charge of £38.

Question 4

Refund process

Accepted Answer

Online orders only - We will process your refund as soon as you let us know that you would like one, or from the date that we receive your item back. Online orders will be refunded within 14 days of notification prior to delivery or 14 working days from the date we receive your item. You’ll be refunded on the card or payment method that you used to place your order. 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.

Question 5

40 Night Comfort Guarantee

Accepted Answer

Our 40 Night Comfort Guarantee is offered as an additional service to you to underline our commitment to providing a great night's sleep. If you find your mattress isn’t the right comfort level for you, we’ll replace your mattress with one that suits your needs better. To use our guarantee simply select an alternative mattress of the same size. If the new mattress you’ve chosen is more expensive, then the difference in price will need to be paid. We are unable to refund any difference in price if a lower priced mattress is selected. The Comfort Guarantee can only be used after 30 nights have elapsed from the delivery of the original product. We insist on 30 nights, as it can take this long for your body to adjust to your new mattress and for the fillings to settle. A collection and re-delivery charge will be applied (£48) and our Comfort Guarantee is limited to one exchange per product ordered. All we ask is that the original mattress must be kept in good condition (not marked, misused or soiled in any way) so we insist on the use of a mattress protector.

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