Delivery & Returns
Shop Beds Delivery/Returns Policy
We offer free delivery on all orders. For all other orders outside the UK thete will be a charge, except if there are Free delivery offers which will be for limited periods only as a promotion.
Orders are dispatched from our warehouse in West Yorkshire within a maximum of 48 hours of your order being placed and once your payment has cleared.
Using our preferred delivery service we aim to deliver all 'In Stock' orders within 7 - 10 days from the date we receive your cleared payment. Alternative delivery methods and certain post code areas in the Scottish Highlands will have different delivery timescales and may take up to 14 days to arrive.
While we will endeavour to meet all our arrangements for delivery, due to reasons beyond our control we cannot guarantee 'on time' delivery for all orders. We will make every effort to inform you of any delays promptly after we are aware of them, but we will not be liable for any loss, damages or consequential loss arising from delayed delivery or deliveries that need to be rearranged.
We deliver to UK mainland addresses only, including England, Wales and Scotland. Deliveries to more remote areas of UK mainland may have longer lead times or may not be possible. If you believe your address is in a remote location, please contact us by phone or email to talk through the possible options before placing an order.
Unfortunately, we cannot deliver to the following postcodes: BT, IV, HS, JE, KA, KW, PH, ZE, PA and TD
To ensure you receive your order in the best possible condition we employ the services of a dedicated delivery company who have vast experience within the furniture industry. This has proven to almost completely eliminate damage in transit and is our preferred delivery method, used for the vast majority of orders.
However, if your order is particularly time sensitive, we do have access to other delivery methods such as Better Couriers or Pallet Networks which may be able to meet your deadline. These alternative delivery methods will offer a reduced service level than our preferred method, but may speed up the delivery process. Alternative methods may not be available to all post code areas and are not suitable for delivery of certain products. On this basis we may decline to offer them for particular orders.
To keep charges for delivery service to a minimum and to reduce environmental impact by vehicles used, our delivery company operates in certain post codes on certain days. To ensure we are able to deliver your furniture, it is expected that someone over 18 will be available to accept delivery on delivery dates offered by the delivery company. All deliveries will be made Monday to Friday.
Once your order is in stock we will make it available to our preferred delivery company unless we have agreed alternative arrangements with you and confirmed these in writing. You will then be contacted by the delivery company by the telephone number given with your order and a delivery day agreed.
Please note we will only deliver the products to the front door, the reason for this is to minimise any damage to your property. Using the packaged product dimensions advertised, it is your responsibility to ensure that the products not only fit into their final location but that there is sufficient access throughout the entire route to this room inside your property.
If you are aware of any possible access restrictions into your property these should be discussed prior to ordering as the costs of returning items that don't fit or are unable to be delivered due to poor access will be deducted from any refund given. The outbound delivery charge will also be deducted from any refund given for failed deliveries which are not our fault.
Preparing for delivery
You should take time to suitably prepare your property before the delivery of large items of furniture. It is entirely your responsibility to protect or remove ornaments and floor coverings along the entire route of delivery.
We will not accept any claims for damage for items damaged during delivery.
During adverse weather conditions preparing an area for the delivery drivers to wipe their shoes just inside your front door and at the foot of unprotected staircases may be advantageous.
Please consider removing any delicate objects from walls or moving ornaments which may be easily damaged by the delivery personnel if such objects are obstructing access whilst they are carrying heavy products. Remember one of them will be walking backwards and any items in the way may be damaged or create a trip hazard.
Please also consider protecting floor coverings as you see fit along the route of delivery, as our delivery drivers are unable to remove protective footwear whilst making a delivery. Protecting the floor in the destination room with sheeting is also advised as boxes may have become dusty during the delivery process and whilst in storage.
If you do not wish delivery personnel to lean longer boxes against walls in destination rooms please make this clear at point of delivery.
For the avoidance of any doubt and to stress the importance, the preparation for delivery to ensure adequate protection to your property is entirely your responsibility. We will not accept any claims for damage to any item in your home including (but not limited to) floor coverings, wall decoration, pictures and ornaments, which have not been adequately protected or removed prior to delivery.
DRIVERS MAY NOT ALWAYS CALL BEFORE DELIVERY AS THEY HAVE PERSONAL MOBILES AND WILL CALL AT THEIR OWN DISCRETION. CUSTOMERS HAVE TO BE AWARE THAT IT IS THEIR RESPONSIBILITY TO BE AT THE PROPERTY WHEN DELIVERY IS DUE AND A SPECIFIC TIME CANNOT BE GIVEN AS IT IS A 8 AM - 8 PM SERVICE.
We apologise for any inconveniences this may cause.
Certain items drivers may leave at the entrance of the property, please note not always the drivers take your items to the actual location.
Failed Delivery Charges
Delivery is a very specialist and expensive exercise. Our products can be heavy, awkward and delicate, and therefore requires us to employ specialist delivery companies to facilitate the delivery properly.
We are unable to absorb these high costs when deliveries aren't made and orders cancelled or deliveries rearranged through no fault of our own. It is therefore extremely important that you make someone available to take delivery.
If you aren't available to take delivery on a prearranged date without sufficient notice to us, or if poor access does not permit delivery or if we are unable to deliver for any other reason through no fault of our own, and:
(1) this results in a cancelled order, then the entire cost of an outbound delivery (£50), the return delivery to us (unsubsidized and usually between £40 - £200) plus a restocking fee to cover our distribution centre costs (equal to 10% of the value of goods cancelled) will be deducted from any refund given.
(2) this results in arranging an alternative delivery date within 7 days of the original delivery date, then just a £50 redeliver fee will be payable prior to redeliver.
(For alternative delivery dates arranged beyond 7 days of original delivery date additional storage charges may be levied by our delivery service company. These will be discussed on a case by case basis and payable prior to alternate delivery arrangements being confirmed.)
We will arrange for the products to be delivered to the address for delivery indicated in your order.
Cooling Off Period
Under the Distance Selling Regulations, you may cancel a distance contract to purchase a product or products from us at any time within 7 working days after the day you received the relevant product or products (subject to the limitations set out below).
In order to cancel a contract in this way, you must give to us written notice of cancellation. This can be done by email to email@example.com or filling the form on our CONTACT US page quoting your order reference number, full name and address.
If you cancel a contract on this basis, you must promptly return the products to us, in the same condition in which you received them. Items must be returned in their original packaging and in re-saleable as new condition.
If you cancel a contract on this basis, you will be refunded in full the cost of the goods. However, we are unable to refund any initial outbound delivery charge you have paid, and you will be responsible for paying the cost of returning the product to us.
Please be mindful that until the product is safely returned to us it is your responsibility to ensure it stays in perfect condition. Returned items will be fully checked and photographed on return. Any items that are received by us in a damaged condition will not be eligible for return or refund, and any such items will be returned to you.
The item must not be opened due to hygiene reasons.
Where you wish to make a return, you may opt for us to arrange for you the collection of the items through our preferred delivery services, this is usually the most comprehensive and cost effective service available. The cost of this service will be agreed with you before arrangements are made and then deducted from your refund. Please be aware that the initial delivery charge of £50 is heavily subsidised by us and the return costs will be higher. Costs of return are usually charged at £60 for the first item and £30 each for subsequent items, but extra charges may apply depending on your location and availability.
If you cancel a contract on this basis and you do not return the products to us, we may recover the products and charge you for the costs we incur in doing so. Similarly, if you return the products at our expense, we will pass that expense on to you.
Damaged / faulty items
During delivery, you should check the condition of all packaging. Any obvious signs of damage to packaging should be reported to the delivery team and documented on the delivery note. The item with damaged packaging should be carefully unpacked by the customers onsite and inspected for damage to the product. Any damaged product should be repackaged into its original packaging and returned with the drivers. You should clearly mark on the delivery note which package has been returned with the drivers by noting the product code on the delivery note. In this instance, you must get the driver to sign your copy of the delivery note, confirming they have retained that item.
Without exception all items should be unpacked and checked within 48 hours of delivery. We are unable to accept claims for damage outside of this time limit. Items which have been delivered damaged or are faulty must be reported to our customer services department by email to: firstname.lastname@example.org within 48 hours of delivery.
In the unlikely event that your item is found to be damaged after you have received delivery (but reported within 48-hours of delivery) we will ask for photographs to be emailed to our customer services department to help us assess the damage.
Please note that naturally occurring characteristics in natural materials, such as knots or shakes in wood or markings or scars in leather will not be classed as faults or cause for return. These will be categorised at our sole discretion following photographic assessment.
Damaged items will be classed as individual items and will be replaced as such. In no way will damage to individual items class the whole consignment as damaged or entitle you to a free return of the whole order.
In cases where no obvious signs of damage were marked on the delivery note, and we have reason to believe damage has been caused by the customer, we reserve the right to not accept returns or to not replace items.
Items awaiting replacement should be kept in a suitable location as not to allow further damage.
To minimise damage please always be extremely careful when unpacking items and for larger items at least 2 people should be used to unpack.
Nothing in these terms of sale affects your statutory rights (including your right to receive a refund in respect of any defective product we sell to you).
If you cancel a contract and are entitled to a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase. We will process the refund due to you as soon as possible and, in any event, that (when required) goods have been promptly and safely returned, within 30 days of the day we received your valid notice of cancellation.
You will be refunded on the card that you used to pay for your item.
If you bought the item as part of a linked saving offer (e.g. buy a bed for £600 and get £200 worth of free bedding), you must return both items to get a full refund. If you only return the bed in the given example, you will be refunded only £400 to cover the price of the bedding as you no longer qualify for the offer.