We would like to hope you are happy with your purchase. In the event that you are not, standard items may be returned and refunded (less any applicable fees & delivery etc).
However, please note that we do not accept returns or offer refunds for any customised or made-to-order products under any circumstances.

 

Unfortunately, due to the nature of made-to-order products, returns do not apply to custom fabric beds and mattresses.
If you wish to cancel an order for a bed or mattress, a 50% cancellation fee will apply. This includes the initial delivery charges and collection costs, regardless of the payment method used.

You have a 2-hour window to make any changes to your order after it has been placed. No changes will be accepted after this period, and any cancellations will be subject to the applicable cancellation fee.

Please ensure that you have sufficient access to the room before placing an order. It is solely the customer’s responsibility to check product dimensions and confirm that the items can fit through all access points of the property.

Product Fit and Delivery Responsibility

Please note that it is the customer's responsibility to ensure that all ordered items — including headboards or any other parts — can be delivered through hallways, doorways, staircases, or any access points leading to the intended room.

We do not accept returns or offer refunds on any of our customisable products under any circumstances.

Please Note: All deliveries are handled by third-party couriers. If you have purchased assembly services but the item cannot be delivered to the desired room (due to access limitations such as stairs, narrow doorways, etc.), the delivery team will leave the items at your address.

In such cases, assembly charges will not be refunded, as these services are provided by a separate team contracted by the courier, and their fees are non-refundable once the team is dispatched.

We recommend carefully checking the delivery path and room dimensions before placing your order to ensure successful delivery and assembly.

However, it remains entirely the customer's responsibility to ensure that the product is moved into place. No returns or refunds will be accepted in such cases.

If a part of your order (e.g., a headboard) does not fit and needs to be replaced, you may place a new order for that specific part. Additional charges will apply for the replacement part and its delivery.

Important Note Regarding Failed Delivery Due to Customer Error
If an order is placed with incorrect size or measurements and cannot be delivered into the intended room, and the customer refuses delivery, it will still be considered non-refundable as all products are custom-made.
Re-delivery requests will incur additional charges, based on the customer's location, which must be paid before rescheduling.
Please ensure all order details and access points are checked carefully before placing your order.

Moreover, if the dimensions of the bed are not listed on the product listing, it is your responsibility to either contact us via e-mail. All dimensions are approximate and may have a variance of up to 5%. 

In order to complete a return it must be declared to us within 5 days of the purchase date and all returnable items must be in their original, unused condition free from any defects. Due to health and safety we are unable to accept returns of mattresses which have been removed from their original packaging.

Once we receive your return in its original condition we will process the return within 5 working days. The delivery fee would be deducted from original amount.

Delivery to Main Door Only + Re-Scheduling Fees

All deliveries are made strictly to the main entrance of the property/building. If you reside in a flat or apartment, your order will be delivered only to the main door of the building, not directly to your flat.

Please ensure the contact number provided is valid and reachable, as our third-party courier service may need to contact you for directions or access. If an incorrect or unreachable number is submitted and the delivery is missed, a re-delivery charge between £70.00 and £100.00 will apply.
This charge is non-negotiable, as it is imposed directly by the national courier service and not by us.

Once the delivery date is confirmed with the courier, your order will be dispatched, and delivery is typically made the following day. You may also receive a time slot confirmation email. It is your responsibility to ensure someone is available at the delivery address during the scheduled time.

If you are unavailable or fail to accept the delivery on the agreed date and time, re-scheduling the delivery will incur the standard courier re-delivery fee. This is part of the courier company’s terms and policies for missed or failed deliveries.

By placing an order, you agree to these delivery terms and accept any third-party courier charges resulting from missed, failed, or re-scheduled deliveries.

Cash on delivery

Deposit is not always collected for all orders. Once the order is placed with us and the manufacturing has begun, we are unable to cancel this without the cancellation charges being applied as discussed above.

Damages/issues