The information contained on this website is accurate to the best of our knowledge. Goods are sold on the understanding that there may be minor variations to what is stated in product specifications and the colours represented in accompanying images. Icons used to illustrate colour choices, or storage configurations, are to be treated as representative only, not exact depictions.

Where imperial measurements are used these are given as an approximate guide only as some goods are manufactured to their metric equivalent and visa verse.

Occasionally, manufacturers may change the fabric used for mattress covers without prior warning. This may mean that the fabrics depicted differ to what you receive. As this will not affect the quality, durability, or internal structure of the product, in most instances this should not be an issue. If you would like to return a product to us on this basis, it is bound by our standard returns procedure (see below).

We make every effort to update information in line with changes made by manufacturers and other suppliers.

Where information is given in regard to the 'feel' or 'tension' of a mattress, this is meant as a guide only. How a mattress feels is purely subjective and differs from person to person, depending on height, weight, and body shape. We cannot accept items back on the basis that you disagree with our interpretation of a stated ‘feel’.

Goods listed as a 'Divan Bed' or 'Divan Set' do not include a headboard as standard, even if one is depicted in the photograph. These goods are comprised of a Divan Base and Mattress only. In addition, Pillows, Cushions, Bed Side Tables, and other forms of bedding or furniture are also not included (unless otherwise stated).

We reserve the right to cancel any orders (and refund the transaction) where a pricing error has occurred. We may choose whether or not to honour these orders at our sole discretion.

Bedframes and bunk beds do not include a mattress unless specifically stated.

Any goods ordered from us must be paid for in full before they will be despatched for delivery. Card payments are accepted for online purchases through a secure transaction via Shopify Payments. Orders processed over the phone will be sent a payment link via email (we are unable to accept card payments over the phone for fraud prevention and security reasons). Alternatively phone orders can be paid by bank transfer though this may result in a delay to your order. No card information is stored.

Transactions will appear on your statement as Linthorpe Bed Centre Ltd.

Up until the point of delivery all goods are the property of Mattresses365.

Once goods have been signed for and left at an address, it is agreed that they have been received in a satisfactory condition and the signature obtained acts as proof of delivery. From this point the goods belong to the customer and any future damages (not pertaining to a manufacturing fault), are your responsibility.

Where we deliver to ‘room of choice’ this will be limited to a maximum of the third storey of a building if accessed by stairs. Anything above this level will only be accessed by elevator and it will be your responsibility to ensure that the elevator is of the size and capacity to accommodate the goods that you have ordered as well as the delivery team. The delivery will be classed as complete at the third floor should the proper access not be available.

With certain orders, goods are placed in a room of choice on the delivery premises, provided that there are no obstructions. The route from the delivery vehicle to the chosen room must be clear and there must be suitable space for the goods to be left. It is your responsibility to ensure that the route is free from any items which may be easily damaged or cause danger to our employees or agents during the delivery process. We will make every effort to deliver efficiently but there may be circumstances when it is deemed to be unsafe to enter the building. In these circumstances the delivery will be classed as complete at the entrance to the premises.

Please ensure that the access route is suitable regarding the size of the goods which are to be delivered. Please assess access routes including any features such as doorways, gates and staircases etc. If the goods cannot pass through to the desired room, you will not be eligible for a refund on this basis.

Standard delivery covers delivery of goods to the entrance of a property. Depending on which items you order, additional services may also be included but this may vary depending on the specific products ordered. We do not offer these additional services on all goods.

We can deliver to most postcodes in mainland England, Wales and Scotland (including the Highlands & Grampians), but we may be unable to deliver to some locations. We are unable to deliver to Ireland (including Northern Ireland) and all offshore islands including the Isle of Wight and Isle of Man. We reserve the right to recover all costs for orders processed to these areas. Please contact us for more details.

Deliveries to the following postcodes may take a little longer - AB, DD, FK, IV, KW, KY, P, PA and PH. Delivery to these postcodes may also be subject to an additional delivery surcharge.

As standard we only offer Free Delivery to addresses in mainland England, Wales & The Scottish Lowlands and Highlands. Please see the available options at the checkout for deliveries to other areas of the UK, along with the associated charges. In some instances, you may be unable to place your order directly online and will instead need to place your order with us over the phone.

Our definition of the Scottish Lowlands and Highlands is set by the third-party delivery companies we use. As this may vary between delivery services, please use the postcode checker on the Basket Page to see if any surcharges apply. You will need to add at least one item to your basket first, before checking availability. Due to using a third party courier in parts of Scotland, we cannot accept responsibility for delivery delays. All delivery correspondence following point of order will be carried out by the third party.

In the event that you are not present at the stated address upon delivery, a re-delivery charge of between £50 - £75 (or any other surcharge that our third-party delivery company make to us) will be incurred and will be a recurring charge for any subsequent re-delivery.

You must notify us at least 72 hours prior to delivery of any amendments. Any amendment however small may lead to an increase in lead-time or change of delivery date and may incur a charge.

Delivery is Free of Charge on all items unless otherwise stated. There may be extra charges for additional services in some instances, which include Speedy delivery, Express Delivery, Saturday Delivery, and delivery outside of our standard coverage. We do not offer guaranteed delivery times but in co-operation with our agents endeavour to provide information about delivery as accurately as possible and in good faith.

Under European regulations on distance selling (which have been incorporated in UK law), we offer a full refund on all products within the first 14 days following delivery, as long as prodcusts are in their original packaging. Unless there is a manufacturing fault present, you are responsible for arranging the delivery and return to us, covering all costs (£75) incurred for the return of the item. 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 (this includes rolled mattresses).

In regard to defective goods, you have the same consumer rights as stated above. The refund will include the reimbursement of all delivery charges and Mattresses365 will cover the costs of having the product returned. After this 14-day period, all goods are covered by a 1-year guarantee (unless otherwise stated), during which time we will choose whether to replace items or offer a refund at our discretion. In situations where parts or fittings appear to be missing, we will promptly send them to you by post. Please check every box or divan base thoroughly for fittings as they can sometimes be difficult to find, especially where items arrive with a lot of packaging. Goods which have been delivered to you by a 3rd party transport company should always be checked for any signs of damage before you sign for and accept them. In the case that damage is present you should either a) reject delivery or b) report the damage on the delivery note as you sign for the goods. Failure to follow this procedure may invalidate your claim for replacement goods. Damaged good must be reported to us within a reasonable timeframe and preferably within 24 hours of delivery. We will require a description of the fault along with photographs of the damage. We will arrange repair, replacement, or refund for the goods as appropriate.

For flat mattresses you are respectfully advised to inspect your goods and test them before unwrapping.

If your mattress is rolled, please inspect it and make sure that it is labelled correctly, either on the box or outer bag. Do not open the mattress if the label is different to the item that you ordered as once the mattress has been opened, we are unable to take it back unless there is a fault.

These items cannot be returned to us unless there are defects with the product. This does not affect your statutory rights. Bespoke items include all zip and link mattresses.

WRONGLY ORDERED OR UNWANTED GOODS

If you would like to return an item to us for either of the above reasons, then simply notify us within 28 days of receiving your order. A restocking fee will apply of 15% of each item value. Goods must be returned unopened, have not been slept on and be in their original packaging. You will be responsible for the return of any items as well as all costs incurred.

To return your items,

Choose a courier. You will be asked for the size, weight, how many packages are involved and your postcode and address as well as the return address for Mattresses365 (We can provide this information for you). You will then be given the cost for your return of goods. Make sure that the mattress or other items are kept clean and dry, do not get bent and are completely sealed.

We do not provide a collection service if you simply wish to return your products.

Upon receipt of the goods back into our warehouse, we will inspect the items. If the goods are not of a satisfactory quality or are incomplete, we will make an appropriate deduction from your refund that covers our reasonable expenses. We will not be responsible in any way for the return or condition of the goods that arrive back at our warehouse.

We will then process your refund immediately.

RETURNS OFFICE

Opening hours.
Monday - Friday
09.00 – 17.00

Please be aware that they may be a slight size difference between products that you receive and the stated measurements. Whether mattresses are in standard UK sizes or purchased as 'made to measure' there may be up to an inch and a half difference (3-4cm) on either the width or the length. This also applies for the measured depth of mattresses. This is a universally recognised tolerance for any mattress and divan product made from soft materials and this is not considered a manufacturing fault.

A rolled mattress should typically be unrolled as soon as you receive it. Most manufacturers recommend unrolling and unpacking your mattress within 72 hours of delivery, to prevent any potential damage to the foam or internal structure. Once unrolled, the mattress can take anywhere from a few hours up to 48 hours to fully expand and regain its intended shape and comfort level.

It's important to check the specific instructions provided by the manufacturer, as some mattresses might have unique requirements based on their materials and design. Beyond this timeframe, the mattress may experience shape distortion, reduced comfort, and potential warranty/guarantee voidance.

Neither the buyer nor seller is accountable for situations where delivery of goods is delayed for reasons beyond our control. In these circumstances we will make every effort to notify affected parties of non-deliveries and make alternative arrangements. Where we provide a stated ‘lead time’ this is provided in good faith in conjunction with our suppliers and we shall not be held accountable for manufacturers production difficulties. We will make every effort to inform you of any such difficulties with as much notice as possible.

We will always try our best to settle any problems you may have with one of our products over the phone or by email, but if you feel that an issue should be taken further, please contact us in writing at:

Mattresses365
Unit 1,
Orde Wingate Way,
Primrose Hill,
Stockton-on-Tees,
TS19 OGA.

You may be eligible for VAT relief on products such as Electric Adjustable Beds. To qualify you will need to have been officially diagnosed by a doctor or physician and recommended this type of product to assist with your condition or you can self-certify that you are eligible due to many medical conditions. You can request a certificate from us which will need to be completed and returned to us, in order to qualify. Please contact us on 01642 686365 (or email sales@mattresses365.co.uk) for more information and our staff will be happy to assist.

Mattresses365 is responsible for transactions on the website. Card details are never entered or stored on any of our own webpages or server. For this part of the order process, customers are taken to a secure external page provided by Shopify Payments. All credit and debit card information is encrypted and transferred using SSL. Transactions are also subjected to 3D Secure authentication, which is a fraud prevention initiative.

As 3D Secure is controlled by VISA and MasterCard the following cards can be used: VISA, VISA DELTA, MASTERCARD, MASTERCARD DEBIT, INTERNATIONAL MAESTRO, UK MAESTRO, LASER, and VISA ELECTRON.

Alternatively payments may be made using PayPal.

Customer information is stored as encrypted data on secure severs. This includes names, addresses, phone numbers, email addresses and descriptions of goods purchased. This information is processed in accordance with UK law and is never sold on to third parties. To view our Privacy Policy and Cookies Policy. Please use the following links below:

https://mattresses365.co.uk/pages/privacy-policy
https://mattresses365.co.uk/pages/cookies