Delivery and Returns

Delivery and Returns

We take pride in our products and want to ensure our customers are delighted with them. All of our beds are handmade in the UK and are made with love and care and are designed and engineered to delight our customers. We want to ensure all our customers have the best experience, whilst we know things can go wrong we will do our best to ensure we fix any issues as quickly as possible.

How much is delivery?

We offer a 2-man white glove home delivery service, which includes taking the product to the room of choice, putting it together and removing all the rubbish. This service is only offered for our bed frame, divans and ottomans.

The cost is included mainland anywhere in the UK. This service will be provided by our own team.

For deliveries that are not mainland we will quote a price before delivery.

How long will delivery take?

Lead times vary depending on the product. When you order, we’ll give you an estimated lead time for guidance only. All of our products are handmade to order, and whilst we make every effort to ensure lead times are maintained, it’s important to us that your product arrives with you in perfect condition, so occasionally we’ll need to delay your order to make sure it meets our quality standards.

We will contact you to book delivery once your order has been manufactured. We will provide an estimated delivery time slot on the day before delivery of furniture items. 

We will keep your furniture for up to 4 weeks from when it is ready for delivery. After this, storage will be charged at £20 per week.

Will my items be shipped together?

Yes, we will ship all of your items together. If for any reason we can’t we will contact you to advise why and when the remaining items will be delivered.

Will you take my old products away?

Yes we can offer this at an additional cost of £70.

What happens if my product is damaged?

Unfortunately, on occasions the product may arrive damaged due to delivery or transit damage and in this case we will work to get a quick resolution for you.

If the packaging is damaged it must be reported to Customer Care on the day of delivery and recorded with the driver / delivery notes. We ask you to inspect the product when it is delivered for package damage and inspect the product once unbagged by the delivery team and report any damage to them and us straight away.

If there is damage to the product, not visible until unpacked, it must be reported to Customer Care within 24hrs.

Please note if you don’t report the damage within the timescales above we may refuse any claim for damage and cost of repair may be charged to you.

Cancellations

We accept a cancellation of your order with 24 hours of placing the order online. If you choose to cancel please email us at customerservice@thesleepco.com within 24 hours and we will confirm and issue a refund within 14 days of the cancellation back to the card it was paid on.

We don’t allow cancellations after 24 hours as these are made to order products and once the order is placed we start to put the products in to manufacturer.

Returns

Every bed we make is bespoke to you and is handmade at the point of order. As this is a bespoke handmade product we do not offer any returns on these products unless its faulty or we have delivered the incorrect item. With regards to mattresses, you have the right to return if unopened or unused within 14 days. We cannot take returns of opened and used mattresses due to hygiene regulations and rules however we offer a 50 night sleep guarantee and will replace your mattress providing the bag has not been opened. If the product is faulty, we will look to replace or repair the item first and if not an option a return will be offered.

If the product is delivered incorrect. Faulty or damaged (and can't be repaired) We will process the refund due to you as soon as possible and, in any case, within 14 days of the day on which we receive the product back. In this case, we will refund the price of the product in full provided that there is no evidence of use. We will refund any money received from you using the same method originally used by you to pay for your purchase Your statutory rights are not affected.

We will pay the costs of return if the Products are faulty or misdescribed.

If you return a product for any other reason (for instance, you have notified us because you claim that the product is defective), we will examine the returned product and [where we have not been able to provide a replacement or repair] will notify of your refund via e-mail within a reasonable period. We will process the refund due to you as soon as possible and, in any case, within 14 days of the day we confirmed to you via e-mail that you were entitled to a refund for the defective product.

We may deduct any damage costs from your refund if the product is found to have any damage that is not reported to us in the above time scales under the damage section.

Please note for any collections/returns the product must be adequately packed before the driver arrives. The drivers will not take away the product if not packaged so please ensure the product is packed in its original packaging or a similar type. If the drivers for any reason cannot collect due to no packaging, you may be charged for the cost of collection if they are required to return at another date.

How do I report a faulty or incorrect item?

You can do this by emailing customerservice@thesleepco.com. This must be done within 24 hours of the items being delivered. If there is damage we will require photos sent to us for us to investigate.

What it the product doesn’t fit in the house or my room of choice?

It’s the customers responsibility to ensure the product can fit into the house and room of choice. A lot of our products do come apart and are delivered in pieces but to be sure please contact us if In doubt.

If for any reason the product can’t fit in the house or room of choice, we will charge a 35% restocking fee and the cost of the delivery of £110. If you have any questions about delivery or access, please contact customers services before you place the order.

Please note:

All our beds are handmade in the UK so measurements can vary slightly from the description. These normally only vary by a centimetre or two so if you have set sizes, please email us so we can answer any queries. Our tolerance is 3cm so anything within this tolerance will not be classed as faulty or incorrect.

Our fabrics can vary slightly in colour against our website as a lot of the images are computerised. To avoid disappointment please order a swatch sample to be sure of the colour and that it matches your requirements.