FAQ

FREQUENTLY ASKED QUESTIONS

Q. I have placed an order, when will it get delivered?

A. Please take note of our delivery information shown above. If you have any query with your order or delivery then please contact us via email or by phone during our normal office hours. We do aim to deliver on the estimated times shown at time of order but unfortunately this is not always the case. Please ensure you have left us with a mobile phone number so that our couriers can text you when your item is out for delivery.

Q. I live in a 4th floor flat apartment, can you deliver to me?

A. Our couriers will deliver to blocks of flats but will only deliver to the ground floor, front door only due to time restraints & health & safety reasons.

Q. When the item is delivered do you take it to a room of my choice & install the product?

A. To keep the costs of our products ultra low, the service we offer is a one man delivery service only. This does not include taking it into your property or any installation. If this type of service is required then please contact us before placing an order as it can be arranged at an extra cost.

Q. Do you offer a weekend delivery service?

A. Our standard delivery service is working days only, Monday to Friday 7am - 7pm. For an extra charge we can offer a premium Saturday delivery service to certain area's of the UK. This option will be shown at checkout if available to your area.

Q. I need to know a specific time for the delivery to arrive, will the driver call me & advise before delivery is made?

A. We can pass this request onto our couriers but unfortunately this cannot be guaranteed. Our couriers have a set route that they will work to & cannot be specific about delivery times due to a number of factors including traffic, their route changing, congestion, road closures & the amount of orders being delivered or collected. We can offer a guaranteed morning delivery if required for an extra charge. Please contact us before placing your order to enquire about this.

Q. I am unlikely to be home to receive my delivery, what can I do?

A. At time of order you can arrange to have the goods delivered to a different address where somebody will be available to sign for them. This must be done at checkout before completing the purchase. You can request that the goods are left with a neighbour by leaving a note clearly visible for the delivery driver. Deliveries are made 7am - 7pm Monday to Friday. We can offer Saturday delivery or guaranteed morning delivery for extra charges. Please contact us about this before ordering or select this option if available at checkout.

Q. My order has arrived damaged. What do I do?

A. If there are visible signs of damage to the packaging whilst being delivered then please ensure that the delivery is signed for as damaged & that the delivery driver is informed. With all damage claims we request a number of photo's so that we can assess the nature of the damage & rectify this for you. Please do not throw any of the original packaging away as anything that may be needed to be returned must be done so in its original packaging.

Q. I wish to return my order, what do I do?

A. You must inform us within 14 working days if you wish to return your order. Please contact us before returning the goods so that we can issue a returns number that we can then trace. Items being returned must be unused, in there original packaging & in saleable condition. The cost & arrangement of returning the goods is the buyers responsibility. Any fee's & initial delivery charges or return costs will be deducted from the final refund amount. If upon inspection the returned products are found to be unsaleable or used then a refund may not be issued or only a partial refund offered.

Q. Do the items come flat packed or pre-built?

A. All of our items come flat packed in boxes & are supplied with fitting instructions, tools & fixings ready to build them. If for whatever reason the instructions or fittings appear to be missing then please do not hesitate to contact us & we'll arrange to send these out to you.

Q. I've ordered a sofa bed & the legs/fittings appear to be missing. Where could they be?

A. To save on space many parts are stored inside compartments within the sofa bed. Underneath the sofa bed base there is a velcro or zip where you should find the various items such as legs, pillows or fixings.

Q. I have ordered a mattress. How does this get delivered & is the quality good?

A. We only sell quality mattresses sourced from the world's best & trusted independent manufacturers. They are Satra tested & comply with British Standards. The mattresses are cleverly shrunk down for ease of handling & shipping by vacuum rolling them into a polythene roll. As with all mattresses it may take a few days for your mattress to settle to its correct shape once opened & for your body to adjust to it. New Mattresses sometimes smell rather strange initially, this smell is normal & will also disperse after a few days. We strongly recommend that you are sure of the mattress you are purchasing & that it will be suitable before ordering & advise on researching thoroughly beforehand. Because of their nature, mattresses are difficult to return once they have been taken out of their packaging. We will only accept responsibility for the return of a mattress if there is deemed to be a genuine manufacturing fault upon inspection. A mattress that is stated as being 'uncomfortable' is not deemed to be a manufacturing fault & merely depends on the individual & their past & expected sleeping experiences. It is worth noting that for a person to become accustomed fully to a new mattress can take some time.

Q. Which way up do the wooden slats face when building my new bed?

A. The sprung wooden slats supplied with most of our beds must always be fitted correctly to ensure stability of the bed & to ensure the optimum sleeping position. Wooden slats need to be placed with the top of the arch facing upwards.

Q. I need to contact you but when will you be available?

A. Our office hours are 9am to 5pm Monday to Thursday & 9am to 4pm on Fridays where we are contactable by telephone or email. Our office's are closed bank holidays & weekends. We do operate remotely out of these office hours & try to respond to email enquiries where possible during evenings until 8pm & throughout the day at weekends however if we can't access the information you require you will receive a response the next working day at the soonest opportunity.

Q. Do you take my old bed or mattress away?

A. Unfortunately this is not a service we currently offer. There are companies that do offer this service depending on which area of the UK you are based.

Q. I've seen very similar products to yours elsewhere online that are cheaper, why is this?

A. We cannot guarantee to be the cheapest, only if comparing 100% like for like on products. Many of our designs have been copied or have had different versions of them created by our competitors & at first glance we may appear slightly more expensive in some instances. We deal only with reputable manufacturers that comply with strict UK laws such as Fire Safety Regulations. All of our products such as sofa beds, beds & mattresses are manufactured from UK Fire regulated foam & materials. This naturally increases the cost of our products but ensures we comply with the law & gives our customers assurance that our products are safe & tested as required. Our products are also robust & sturdy & will contain more materials than many of our rivals who have cut the cost of their products by using cheaper & less materials. Our fabrics & faux leather materials are of a higher quality & thickness than many others selling similar products & the stitching is also of a better quality due to the latest technology being used as well as the finest threads. Beware Cheaper Imitations- Cheaper is not always better- Cheaper is not always safe!

Q. I want to place an order but need it delivering on a particular date, what should I do?

A. Please refer to our Delivery policies for more detailed information. However, in this instance we recommend that you add a message in 'notes to seller' when ordering or contact us immediately before or after ordering giving us the specific date you would like delivery scheduled for. Please note that the free standard service, delivery is week day only 8am - 6pm with no specific time given. If you would like a Saturday delivery or a morning delivery we can arrange this at an extra cost. You would need to contact us during office hours to arrange this & there would be an extra charge. An option of Saturday delivery will be available at checkout if available to you. Please let us know which Saturday you would like the delivery to take place.

Q. I would like my order delivering to a different address, how do I do this?

A. Our delivery policies contain more detailed information on this. If you need your order shipping somewhere else then this is quite common. It is important that when placing the order you add the correct shipping address before finalising the purchase at checkout.

Q. I have my order but there seems to be a box missing, what do I do?

A. Unfortunately these things do happen from time to time & for a number of reasons. We try to get to the bottom of these issues as soon as possible. Sometimes they appear later on. On other occasions we have to resend the missing box out again. Unfortunately this sometimes means waiting an extra day for the order to arrive. Whilst this is rare it does happen & is out of our control. We request that you check how many cartons you are signing for when your order is delivered. If you feel there is an issue or a box or items missing then please contact us by email or phone if during normal office hours & we will aim to come back to ASAP.

Q. Can I collect from your premises & where are you based?

A. We are based near Mountain ash in south wales. Collection is possible. We would request that you contact us beforehand by email or phone to ensure that we have your order ready for collection & to avoid any wasted time or journey

Q. I'm not used to purchasing online or my preference is to speak with somebody, can I pay you over the phone or by Bank transfer?

A. We can accept credit/debit card payments over the phone providing that the card is registered to the address that the order is being delivered to. We can also accept bank transfers directly to our account. Please call us to arrange this during office hours Monday to Thursday 9am to 5pm or Friday 9am to 4pm.

FAQ

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