At Mattress365, we offer FREE UK delivery as standard to addresses across mainland England and Wales.
Delivery charges for other regions are as follows:
- Scottish Lowlands: £35
- Scottish Highlands: £75
- Remote Scottish Highlands: £125
Please note that Highland and remote area classifications are determined by our third-party couriers and may vary. To check if a surcharge applies to your postcode, please use the delivery checker at checkout (you will need to add an item to your basket).
For other UK locations, delivery options and costs will be displayed at checkout. In some cases, orders may need to be completed over the phone.
We work with trusted third-party couriers for certain areas. While we aim for timely delivery, we cannot be held responsible for delays once your order has been dispatched. All delivery updates will be provided directly by the courier.
Missed Delivery: If no one is available to accept delivery, a £75 re-delivery charge may apply.
Free Delivery Terms
Free delivery applies to all standard UK orders unless otherwise stated. Additional charges may apply for extended delivery areas or optional services.
Returns Policy (First 14 Days)
Under UK distance selling regulations, you are entitled to return your order within 14 days of delivery for a full refund, provided the item is unused, unopened, and in its original packaging.
Return costs are the responsibility of the customer and are charged at £75, unless the item is faulty.
Please note:
- Mattresses cannot be returned once opened due to hygiene reasons (including rolled mattresses).
- Bespoke or made-to-order items (such as zip & link mattresses, divan sets, or custom fabric beds) are non-returnable unless faulty.
All returned goods are inspected upon arrival. Refunds will only be issued if items are returned in a resaleable condition with no damage or missing parts. Refunds are processed within 14 days of receiving the returned goods.
We are not responsible for items lost or damaged during return transit.
Returns – Faulty or Defective Products
If your item is faulty, your consumer rights remain fully protected. In these cases:
- We will cover all return and delivery costs
- You will receive a full refund or replacement
After 14 days, all products are covered by a minimum 1-year guarantee (unless otherwise stated). We reserve the right to repair, replace, or refund the item.
In some cases, a technician may be arranged or replacement parts sent out.
Important: Please inspect your goods upon delivery. If damage is visible:
- Reject the delivery, or
- Sign for the item as damaged
Failure to report damage at the time of delivery may affect your claim.
Delivery Conditions & Access
For selected items, delivery may include placement in a room of your choice, provided there is safe and clear access.
Please ensure:
- Access routes (doors, stairs, hallways) are suitable for the item size
- The path is clear of obstacles
If delivery cannot be completed due to access restrictions, refunds will not be issued on this basis.
Disposal
Disposal of your old goods is not part of our standard delivery service. The service must be arranged in advance and items must be dismantled and prepared for collection. We only provide disposal for goods on a like for like product, be that of size or product type.
Our disposal service is at charge of £30 for selected mattresses and £50 for divan bases on goods which are applicable. This service can be chosen by selecting the recycling option during the checkout process and the charge will be added to the total order value.
If the disposal option is not presented during checkout or you wish to add disposal after placing your order, please contact us as soon as possible on 01642 686365 and where possible we can arrange to add this to your order. Please note that this may incur costs in addition to those stated above.
We understand the importance of eco-friendly initiatives and encourage you to explore alternative methods for recycling or disposing of your rolled mattresses responsibly. Please contact your local council as most do offer a mattress disposal service.
Unforeseen Circumstances
Both the buyer and the seller cannot be held responsible for situations in which the delivery of goods is delayed, due to factors beyond our control. These circumstances may include, but are not limited to, natural disasters, unforeseen transportation issues, or other events that hinder the timely delivery of the goods. However, we assure you that in such cases, we will make every possible effort to promptly inform all affected parties about the non-deliveries and work towards finding suitable alternative arrangements.
For certain orders, goods will be placed in the room of your choice, provided there are no obstructions along the delivery route. The path from the delivery vehicle to the chosen room must be clear, and there must be sufficient space to leave the goods. It is your responsibility to ensure the route is free from any items that could be easily damaged during delivery.
Please ensure that the access route is suitable for the size of the goods being delivered, including doorways, gates, staircases, and other features. If the goods cannot be delivered to the desired room due to access restrictions, you will not be eligible for a refund on this basis.
Rolled Mattresses
Rolled mattresses must remain unopened to be eligible for return. Once opened, they cannot be returned due to hygiene regulations.
We aim to keep you fully informed throughout the delivery process. If delays occur, our team will contact you promptly and provide updates and support to minimise inconvenience.