Delivery

We offer FREE delivery as standard to addresses in mainland England and Wales. For deliveries to the Scottish Lowlands, we charge a £35 delivery fee and to the Scottish Highlands, we charge a £75 delivery fee.

Please note that the definition of the Highlands is determined by our third-party couriers, and this may vary between services. To check if any surcharges apply to your location, please use the postcode checker on the Basket Page. You will need to add at least one item to your basket before checking availability.

For deliveries to other areas of the UK, please check the available options and associated charges at checkout. In some cases, you may need to place your order over the phone, rather than directly online.

As we use third-party couriers in certain regions, we cannot be held responsible for delivery delays. All delivery correspondence following the point of order will be handled by the third-party courier.

In the event that you are not present at the stated address upon delivery, a charge of £75 will be incurred for re-delivery.

Free Delivery Terms

Delivery is free of charge on all items, unless otherwise stated. There may be extra charges for additional services in some instances, which include delivery outside of our standard coverage.

Returns - First 14 Days

Under European regulations on distance selling (which have been incorporated in UK law), we are obliged to offer a full refund on all products within the first 14 days following delivery. This does not cover items which are bespoke, i.e. zip and link mattresses and divan sets or bed frames in specific fabrics or colours, which we do not hold in stock. Unless there is a manufacturing fault present, you are responsible for arranging the delivery, covering all costs incurred for the return of the item to us. Goods must be returned to us in their original packaging.

Due to hygiene issues, mattresses cannot be returned on this basis, once packaging has been opened.

Once we receive goods back, we will do a full inspection to ensure that no parts are missing or damaged. Damaged goods will not be eligible for a refund. We cannot be held responsible for any damages or articles lost via the means in which you have returned the goods to us. Providing goods are eligible following these checks, you are entitled to receive the refund within 14 days of us receiving the items.

Returns - Defective Products

Regarding defective goods, your consumer rights remain the same as mentioned above. The refund will include the reimbursement of all delivery charges, and Mattresses 365 will bear the expenses associated with returning the product. After the initial 14-day period, all goods are covered by a 1-year guarantee, unless stated otherwise. During this time, we reserve the right to decide whether to replace the items or provide a refund, at our discretion. On certain occasions, a technician may be dispatched to carry out necessary repairs. If any parts or fittings are found to be missing, we will promptly send them to you via post. It is crucial to inspect goods delivered by a third-party transport company for any signs of damage before signing and accepting them. If damage is present, you should either a) reject the delivery or b) report the damage on the delivery note while signing for the goods. Failure to follow this procedure may invalidate your claim for replacement goods.

Once we have received the returned goods, we will inspect them to ensure that any faults are a result of poor manufacturing and not misuse. In genuine cases, we will cover all transportation costs associated with returning the goods.

Furthermore, certain items may come with additional warranties and guarantees as part of the sale.

Unforseen 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

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.

Our commitment is to keep open lines of communication and transparency with our customers. If a situation arises where the delivery of goods is delayed, we will proactively reach out to inform you about the delay and the reasons behind it. We understand the importance of your purchase and will make every effort to minimise any inconvenience caused by the delay. Our dedicated team will work diligently to explore viable solutions and provide you with alternative options to ensure you receive your goods as soon as possible.

Please rest assured that we take delivery delays seriously and will do our best to mitigate any adverse effects they may have on your experience. Your satisfaction is of utmost importance to us, and we appreciate your understanding and patience in such exceptional circumstances that are beyond our control.

As we use third-party couriers in certain regions, we cannot be held responsible for delivery delays. All delivery correspondence following the point of order will be handled by the third-party courier.