Our returns policy depends on whether your product has been made specifically for you or is a standard non-made-to-order item. Select the relevant option below for clear information about returns, cancellations and refunds.
Beds, mattresses and other products manufactured to your chosen specification.
View Policy →Furniture and accessories that have not been manufactured or personalised specifically for you.
View Policy →This section applies to products manufactured specifically for your order using the size, fabric, colour, configuration or other options you selected.
Our made-to-order products are manufactured specifically for you based on the options selected when placing your order. This may include your chosen size, fabric, colour, headboard height, bed base, storage configuration or other custom options.
Because these products are made specifically to your requirements, they cannot normally be returned simply because you have changed your mind, ordered the wrong size or no longer require the item.
This does not affect your statutory rights if your item is faulty, damaged or does not match your confirmed order.
If you need to cancel or amend your order, please contact us as soon as possible.
If production has not yet started, we will cancel your order and issue a full refund.
Once production has started, your product is being manufactured specifically for you. If you cancel after this stage, a 50% cancellation charge will apply to reflect the work, materials and manufacturing costs already committed to your order.
Once your made-to-order product has been completed or dispatched, cancellation may no longer be possible.
Please carefully check the product dimensions and the space available in your home before placing your order.
As made-to-order products are manufactured specifically using the options you select, we cannot normally accept a return or exchange if you have ordered the wrong size or the product does not fit within your intended space.
This includes ensuring that the product can be taken through doorways, hallways, staircases and other access points required for delivery.
If you realise that you have selected the wrong size, please contact us immediately. If production has not yet started, we may be able to amend your order.
Please inspect your order as soon as reasonably possible after delivery.
If you notice damage or believe there is a fault, contact our Customer Care team with your order number and clear photographs showing the issue.
We ask that visible delivery damage is reported within 48 hours where possible, as this allows us to investigate promptly with our delivery partner.
Depending on the circumstances, we will arrange an appropriate solution. This may include a repair, replacement component, or replacement product.
Your statutory rights are not affected.
If the product you receive does not match the specification shown on your confirmed order, please contact us as soon as possible.
We will compare the product supplied against your order confirmation.
Where we have supplied something incorrectly, we will arrange an appropriate solution at no additional cost to you.
This section applies to eligible products that have not been manufactured or personalised specifically to your chosen specification.
If you purchase an eligible non-made-to-order product online, you can notify us that you wish to cancel within 14 days of receiving your order.
Once you have notified us, the item must be returned in accordance with the return instructions provided by our Customer Care team.
You may inspect the product in the same way you reasonably would in a shop, but you should take reasonable care of it while it is in your possession.
Please contact our Customer Care team before returning an item.
Provide your order number, the item you wish to return and the reason for the return.
We will confirm whether the item is eligible for return and provide you with the relevant return instructions.
Please do not send an item back without first contacting us.
If you are returning an eligible item because you have changed your mind, you are responsible for the cost of returning it to us.
If you would prefer us to arrange collection, we can provide a collection quotation based on the size of the product and your location.
We will confirm the collection cost with you before the collection is booked.
Where an item is faulty, damaged or has been supplied incorrectly, you will not be charged an applicable return or collection cost where we are responsible for the issue.
We recommend keeping your product's original packaging until you are satisfied with your order.
If an item is being returned, it must be appropriately packaged and protected to prevent damage during transport.
Wherever possible, we recommend using the original protective packaging.
You are responsible for taking reasonable care of the item while it is in your possession and during any return transport arranged by you.
If your item is faulty, damaged or not as described, please contact us as soon as reasonably possible.
Please provide your order number together with clear photographs of the issue where appropriate.
Our team will review the issue and arrange an appropriate solution in accordance with your statutory rights.
Where a refund is due, it will be made to the original payment method used to place your order.
For returned products, we may need to receive and inspect the item before processing the refund.
Once the refund has been processed by us, your bank, card provider or payment provider may require additional working days for the funds to appear in your account.
Our Customer Care team is here to help with any questions regarding your order, return or delivery.
