Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. We also do not accept products mattresses that are used without a mattresses protector.
To complete your return, we require a receipt or proof of purchase. Which can be found in your email.
To apply for a return please email firstname.lastname@example.org.
To return your product, you need to follow these steps:
- Email our customer service team on: email@example.com to let us know you want to return your mattress.
- You'll then be contacted by our external courier to arrange a pick-up
- When we've received the mattress or bed frame, we'll process your refund.
- You will only incur the £100 fee if there is nothing wrong with the product and simply wish to return the product as these are Bespoke items.
All we ask is that you keep the packaging so that it can be packed back up again securely ready for collection. Or you will have to source appropriate packaging yourself in order to facilitate the return.
Please also keep the item safe in your possession so that it does not get dirty or damaged before we collect it.
Please note collections can take 1-2 weeks, the same as delivery. However, there can be delays especially with the current situation so please allow up to 4 weeks.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges & Replacements
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at email@example.com or contact us any foam from the contact us page. If wrong item is delivered by our courier company which is DPD & XDP then we would replace this free of charge.
If the item was marked as a gift when purchased and delivered directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
If you have any other questions please do not hesitate to contact our customer service team who will be more than happy to help click here