Returns, Exchanges & Collections

Please contact us via phone or email within 14 days of receiving your order if you would like to request a refund or exchange. Unless your item is faulty, we charge a collection fee of £49 and your item(s) must still be in their original packaging to be eligible for a refund or exchange.

Unfortunately, any Handmade For You items cannot be returned or refunded due to their bespoke nature. For hygiene reasons, mattresses cannot be returned if the packaging has been removed unless it’s faulty.

Refunds will be processed once your item has been successfully collected, returned to the warehouse and checked.

Please contact us via phone or email within 14 days of receiving your order if you would like to request a refund or exchange.

Your item(s) will be collected by DPD from your house, or you can go to a local drop off shop. Please click here to locate your nearest drop off point. Unless your item is faulty, a return fee of £4.95 will be charged.

Your item(s) must still be in their original packaging to be eligible for a refund or exchange.

Refunds will be processed once your item has been successfully collected, returned to the warehouse and checked.

Returns and exchanges will be collected by our Dreams network and here’s how to prepare for your collection:

We will be in contact with you to arrange a date and time for your return or exchange, and to stay in line with Covid-19 guidelines, there are a few things we need to ask you to do:

• Please dismantle your item, if applicable, in advance of the delivery team arriving.
• Your item will need to be put in special bags that Dreams will send you or bring with them when the collect your item. If they’re sent to you, please bag your item up ahead of the team arriving. Otherwise the collecting driver will bag it on arrival.
• If it’s an exchange, the Dreams delivery team will assemble your replacement item, if required.
• If it’s a return, your refund will be processed once your item is received back into our warehouse.

You can change any details free of charge within the first 48 hours of placing your order. That includes the size of the product you’ve chosen, your delivery address or delivery date.

Please contact us on 01243 380600 with any amendments you need to make.

Orders placed online can be cancelled prior to delivery by calling our Customer Services team on 01243 380600. Your refund will be processed within 14 days of letting us know and the amount will be refunded via the same payment method you used originally.

Please call the Customer Service Team on 01243 380600 or email us at [email protected]. We will arrange a suitable collection date and address for you. Once the goods are received and are confirmed to be unused and in their original packaging, we will refund the value of the goods.

Please allow 14 days for us to process your return once we have received your goods back.

Collection bags for deliveries with an exchange or recycling service

To make sure we can take away the items to be collected or returned as safely and quickly as possible, we will ask you to wrap and seal all the component parts in the bags we will send out to you in advance.

We will send you green bags for items being collected as part of our recycling service, and clear bags for items being replaced.

If you do not receive your bags within 48 hours of your delivery date, please get in touch with our Customer Services team on 01243 380600, who will arrange for another set to be sent and will advise you of your other options.

The items to be collected must be wrapped, sealed and ready before the delivery team arrives.

How to prepare for a mattress collection

Please wrap the mattress to be collected in one of the bags provided. Use a green bag where you have chosen to use our recycling service, and clear bags in all other cases. Then close the bag and seal with sticky tape.

Super-king (6-feet wide) mattresses will not be entirely covered by the bag. To wrap these, please slit the side of the bag and seal it with sticky tape on the protruding edge.

How to prepare for a bed frame, divan or sofa bed collection

Please dismantle your old bed frame or the bed to be replaced and pack all the nuts and bolts in a small bag (not provided). Your divan base should be empty and half-bases should be unlinked and any headboard removed.

The component parts should then be wrapped in the bags provided. Use a green bag where you have chosen to use our recycling service, and clear bags in all other cases.

Please follow these packing guidelines:

Bed frames: wrap the head end and foot end in one bag, the side rails and nuts and bolts in a second bag and the slats in a third.

Divans: wrap a single divan in one bag and half bases in one bag each.

Headboards: wrap in one bag.

Sofa bed: wrap each end of the sofa bed with a bag so completely covered.

When the components are wrapped, please close the bags and seal shut with sticky tape.

Provided all items to be collected are correctly wrapped and sealed when the delivery team arrive, they will remove them to their van during the course of the visit. Regrettably, items that are not properly prepared and ready cannot be collected.

We deliver to the majority of postcodes in mainland England, Scotland, Wales, Isle of Wight and the Highlands and Islands.

Unfortunately, we cannot deliver to the following locations:

Guernsey, Outer Hebrides, Isle of Man, Jersey, Orkney Islands, Scilly Isles, Shetland Islands.

We also cannot deliver to the following postcodes: KA27, KA28, PA20, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA76, PA77, PA78, PH42, PH43 and PH44.

• Our 100 Night Comfort Guarantee applies to all of our mattresses, including adjustable, made-to-measure, and ex-display mattresses. It does not apply to bed frames, divans, adjustable or ottoman bases.
• If at any time between 30 and 100 nights from the day of delivery (or collection from store), you inform us that your choice of mattress is proving uncomfortable, as long as you comply with the conditions set out on the 100 Night Comfort Guarantee page.
• We’re unable to process an exchange earlier than 30 nights from the day of delivery, 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 of £65 will be applied to each exchange.
• Please call our Customer Services team on 01243 380 600 if you have any further questions, or need to organise a return or mattress exchange during the Comfort Guarantee period.

 

For more information please visit our 100 Night Comfort Guarantee page.