Customer care

Returns, Refunds & Cancellations

Before production

Contact us immediately if you wish to change or cancel an order. We will confirm whether production has started and whether any unavoidable cost applies.

Standard products

For eligible distance purchases of standard, non-personalised goods, you normally have 14 days after delivery to tell us you wish to cancel, followed by 14 days to return the goods. Contact us before returning a bulky item so collection or return arrangements and their cost can be confirmed.

Made-to-order products

The statutory change-of-mind cancellation right may not apply to goods made to your specifications or clearly personalised, such as a non-standard fabric, colour, dimensions or configuration. We will identify this clearly in the written quotation before you order. Merely choosing from standard stock options does not automatically make a product legally personalised.

Mattresses and hygiene

A sealed mattress may lose its change-of-mind return eligibility after its protective hygiene seal has been removed, where the legal hygiene exception applies. This does not affect rights relating to faults or misdescription.

Faulty or damaged goods

Inspect the order as soon as reasonably possible. Tell the delivery team about visible damage and contact us promptly with photographs. Your statutory rights under the Consumer Rights Act 2015 are not affected.

Refunds

Approved refunds are made to the original payment method. Where legislation permits, we may wait until returned goods are received or evidence of return is provided. Any lawful deduction or return charge will be explained before collection.

Last updated: 3 August 2026.