Delivery & Returns
Free UK Delivery
We offer free delivery to mainland England and Wales on qualifying orders.
Delivery charges apply to some areas of Scotland:
- Scottish Lowlands: £35
- Scottish Highlands: £75
- Remote Scottish Highlands: £125
Our courier determines delivery charges based on the postcode and location classification. You can check the delivery charge for your postcode at checkout before completing your order.
Additional charges may apply to other UK locations where delivery is possible. If you are unsure whether we deliver to your area, please contact us before placing your order.
Delivery dates and times are subject to courier availability. Delays can occasionally occur due to circumstances outside our control, including traffic, adverse weather, vehicle problems or other unforeseen events.
If a delivery cannot be completed because nobody is available to accept the delivery or because suitable access is not available, an additional delivery charge of £75 may apply.
Free Delivery Terms
Free delivery applies to qualifying orders delivered to eligible mainland England and Wales postcodes.
Delivery charges for other locations are calculated according to the delivery area and will be shown at checkout where applicable.
Before Your Delivery
To help ensure your bed, mattress or furniture can be delivered safely and without delay, please check that there is suitable access to your property and the room where your new product will be placed before your delivery date.
We recommend checking the following:
- Doorways: Check that your front door, internal doors and any other entrances are wide enough for your new bed, mattress or furniture.
- Hallways: Make sure hallways and corridors provide enough space for the delivery team to move your product safely.
- Staircases: Check the width and layout of any stairs, including turns, landings and low ceilings that may affect access.
- Lifts: If your property has a lift, please check that it is large enough to accommodate the product and that there are no restrictions on using it for deliveries.
- Parking: Please consider whether there is suitable parking close to your property for the delivery vehicle, particularly where access is restricted or parking is limited.
- Access to the property: Check for gates, narrow paths, steps, communal entrances or other restrictions that could prevent safe access to your property.
- Room dimensions: Make sure the room has enough space for your new bed or mattress and that the product will fit into the intended position.
If you are unsure whether your chosen product will fit through your property or into the intended room, we recommend checking all access points and measurements before placing your order. This can help prevent failed deliveries, additional charges or delays.
Delivery Lead Times
Estimated delivery times are shown on individual product pages and, where applicable, at checkout before you complete your order.
Delivery lead times can vary depending on the product, manufacturer and availability. Different products may therefore have different estimated delivery times.
If your order contains multiple items with different delivery lead times, our Customer Service team will contact you to confirm the expected delivery arrangements and keep you updated on your order.
Returns Policy – First 14 Days
You have 14 days from receiving your order to notify us if you wish to return an eligible product.
To qualify for a full refund, products must be unused, unopened and returned in their original packaging and condition.
Unless the product is faulty or defective, return delivery costs of £75 will apply.
For hygiene reasons, mattresses cannot be returned once they have been removed from their original packaging or opened.
Bespoke and made-to-order products, including zip & link mattresses, divan sets and beds made with custom fabrics, cannot be returned unless they are faulty or defective.
Once returned, products will be inspected to ensure they are in a resaleable condition. Where the return meets our requirements, your refund will be processed within 14 days.
The customer is responsible for the goods while they are being returned to us, including ensuring they are suitably packaged and protected during transit.
Returns – Faulty or Defective Products
Your statutory consumer rights remain unaffected if a product is faulty, defective or not as described.
If your product develops a fault, please contact us as soon as possible so that we can assess the issue and arrange the appropriate solution.
Where a product is confirmed as faulty or defective, we will cover the applicable return and delivery costs and may offer a repair, replacement or refund in accordance with your consumer rights.
Our products are supplied with a minimum 1-year guarantee, subject to the individual manufacturer's terms and conditions where applicable.
Depending on the nature of the fault, a technician may be required to inspect the product or replacement parts may be supplied before a final resolution is agreed.
We recommend inspecting your goods carefully when they are delivered. If you notice visible damage, please notify the delivery team immediately and either reject the delivery where appropriate or ensure the damage is recorded with the courier.
Delivery Conditions & Access
For selected products, our delivery service may include delivery into a room of your choice, provided there is safe and clear access.
Doors, staircases, hallways, lifts and other access routes must be suitable for the size and weight of the product being delivered.
Please ensure there is a clear path from the delivery vehicle to the property and from the entrance to the room where the product is to be placed.
Our delivery team cannot be expected to carry products through areas that are too narrow, restricted or unsafe.
If suitable access is not available, the delivery team may be unable to complete the delivery to the intended room. We cannot provide a refund or compensation where delivery cannot be completed due to access restrictions at the property.
Disposal
Removal and disposal of an existing mattress or bed is not included as standard with our delivery service.
Where disposal is available, it must be arranged in advance and selected at checkout or added to your order before delivery.
Existing products must be dismantled and prepared for collection before the delivery team arrives.
Disposal is available on a like-for-like basis by size or product type where applicable.
- Selected mattresses: £30
- Divan bases: £50
If disposal is available for your order, you can select the recycling option at checkout.
If you have already placed your order and would like to add disposal, please contact us on 01642 686365 before your delivery is arranged.
Alternatively, you may be able to arrange disposal of your existing mattress or bed through your local council.
Unforeseen Circumstances
Neither the buyer nor the seller will be responsible for delays to delivery caused by circumstances beyond reasonable control.
This may include events such as natural disasters, severe weather, road closures, transport disruption, vehicle breakdowns or other circumstances outside our control.
Where possible, we will keep you informed of any significant delays and work with the courier to arrange an alternative delivery date.
Our delivery service remains subject to suitable and safe access to the property. Doors, hallways, staircases, lifts and other access routes must be suitable for the product being delivered.
Rolled Mattresses
Rolled mattresses must remain unopened and in their original packaging to be eligible for return, subject to our returns policy.
Once a rolled mattress has been opened, it cannot be returned for a change of mind due to hygiene and resale considerations.
If there is a delay affecting the delivery of a rolled mattress, our team will provide updates where possible and work with the courier to arrange delivery.
Need Help With Your Delivery or Return?
If you have any questions about delivery, access, returns, disposal or a product you have received, please contact our customer service team and we will be happy to help.
Phone: 01642 686365 or Email: sales@mattresses365.co.uk