Returns & Refund Policy

We want you to be happy with your purchase. Please read our returns policy carefully before placing an order, as some items are made to order and some items are non-returnable due to hygiene reasons.

All returns and refund requests must be made within the timeframes stated below and must meet the eligibility conditions.

1) Returns Eligibility (Beds & Divan Beds)

As all of our beds and divan bases are made to order based on the customer’s chosen size, colour, fabric, and design, returns are only accepted in the following circumstances:

✅ The bed has been made incorrectly (for example: wrong colour, wrong fabric, wrong style/design)

✅ The bed has arrived damaged during delivery

Unfortunately, we are unable to accept returns if you simply change your mind or do not like the design after delivery, as the bed is manufactured to your personal specification and colour preference.

Please ensure all measurements, sizes, fabric choices, and colour selections are correct before confirming your order.

We also recommend ordering fabric swatches before purchasing to ensure you are happy with the colour and material.

2)  Non-Eligible Returns (Beds & Divan Beds)

Returns will not be accepted for:

❌ Incorrect size ordered (customer did not check measurements before purchase)

❌ Items that do not fit through hallways, stairways, doorways, or into the bedroom

(Customers must measure access points before ordering.)

❌ If a customer is unhappy with the colour/design after delivery

(Beds are made to customer specification – fabric swatches can be ordered before purchase.) ❌ If a customer is no longer in need of the bed after delivery

3)  Cooling-Off / Cancellation (Before Dispatch)

If you change your mind, we offer a 24-hour cooling-off period from the time the order is placed.

To cancel within this period:

You must send a written cancellation request via email or message

Please include your order number and reason for cancellation

⚠ If we do not receive written confirmation within 24 hours, the order may proceed to manufacturing and cannot be cancelled.

Once the cooling-off period has passed, orders may not be cancelled or refunded as production and processing may have already started.

Mattress Returns & Refund Policy

We aim to ensure every customer is happy with their mattress purchase. Mattress returns are accepted within 30 days of delivery, subject to the conditions below.

4)  Mattress Return Eligibility (Within 30 Days)

We accept mattress returns in the following situations:

✅ Damaged on arrival

✅ Wrong size sent (our error)

✅ Spring mattress fault (e.g. springs have sunken in / dipped abnormally)

✅ Wrong size ordered by the customer (return accepted within 30 days)

✅ Change of mind / comfort preference (if you do not like the mattress)

5)  £50 Collection Fee (Opened Mattresses / Private Courier Required)

If the mattress has been opened from its original packaging, please note:

A standard courier will not usually accept an opened mattress for return

A private courier collection will be required

A £50 collection fee will apply

This £50 fee applies to:

Wrong size ordered by the customer

Change of mind / comfort preference returns

If we have sent the wrong size or the mattress is faulty/damaged, we will of course assist accordingly.

6)  Remote Areas / Zone Charges (Important)

For remote delivery areas, including but not limited to BT postcodes, the Highlands, and other remote UK postcodes, a £50 collection fee will apply for mattress returns regardless of the reason for return, due to higher courier collection costs in these zones.

Please refer to our Zone Charges page for more information.

7)  Return Condition

To help ensure the return can be processed smoothly, the mattress must be:

In a clean and hygienic condition

Free from stains, damage, or misuse

Securely prepared for collection where possible

8)  How to Request a Return

To request a return, please contact us with:

Your order number

The reason for the return

Clear photos (if damaged or faulty)

We aim to respond as quickly as possible and provide the next steps.

9)  eBay / Online Marketplace Returns (Important Information)

If you purchased through an online marketplace such as eBay, returns and refunds may also be subject to the platform’s return process and buyer protection policies. Where applicable, we will always work with customers to resolve issues fairly and in line with marketplace guidelines.