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Help Center


Stock Availability
When will X product be back in stock?
Please sign up on the product page for a restock notification via email. Stock availability for an item will be on an individual basis.
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Product Questions
Do you provide an assembly service?

We do not offer an assembly service at present. 

I have no instructions what can I do?

Our products should come with printed instructions, however, if for some reason the instructions are missing, the instructions are available to view and download as printable PDF's online.

Go to the product page, and scroll down to the information section, and click on the tab named ‘Assembly’ there will be a link to click on, this will show you your instructions.

Where is my hardware?
All our products should come with their hardware packs. Please DOUBLE CHECK the boxes or the product itself in case the pack is taped.
My LED Lights do not work?
Double check the two arrows are facing each other when putting the parts together and that the sensor is not hidden from view.
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Mattress FAQ
Can I return my mattress?

Unless your mattress has a fault, due to hygiene reasons we will not accept returns of mattresses. If your mattress has a manufacturing fault or is damaged please contact us on with your order number and a photo of the fault and a member of our team will be able to help.

My memory foam mattress stinks!?

Memory foam mattresses commonly have a smell when first opened. This is due to the manufacturing process of the memory foam using polyurethane and other chemicals. The odour is called 'off-gassing'. This is NOT a fault with the product and the smell will go away after a few days. It is not toxic or harmful. We recommend leaving the mattress to air in a well-ventilated area, and use a fabric freshener like febreeze to help dissipate the smell. Other people recommend using vinegar water spray or baking soda to help relieve the smell.

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How long is my warranty period?
We offer a 12-month manufacturers guarantee on all our products.
Do you take away the old beds or mattresses?
No we do not. British Heart Foundation collect beds and furniture free of charge.
Can you do this bed frame in another colour/size/further options.
As we are not bed manufacturers, we do not offer a custom service. Our bed frames are sold as seen.
Do you sell any other Furniture?
At present, we only sell bed frames and mattresses
I am a blogger / influencer and I would love to collaborate with your products. Would you be interested?
Occasionally we do collaborate with bloggers and influencers.
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How much is delivery?
Delivery is FREE to UK mainland! Unfortunately, we do not deliver to the Isle of Wight, Isle of Man, Isles of Scilly, Northern Ireland, Channel Islands, Scottish Highlands, Jersey, Guernsey.
Can I request a specific delivery timeslot?
Unfortunately, this is a service our couriers do not currently offer at present.
I will not be at home for my delivery, what will happen?

The driver will leave a calling card. You will then need to contact  the courier or ourselves via email or call us on 01922 718 555 to re-schedule a further delivery date. 

Can I leave the delivery with a neighbour or safe place?

Orders can be left with a neighbour, or a signed note can be left for the driver, instructing them to leave your order in a safe place – e.g. garden, front porch. PLEASE NOTE: If you leave a signed note for the driver, this is a signature of authorisation for the order to be left unattended. We will not be liable for theft or damages. If you choose to instruct to leave with a neighbour or in a safe place, do so at your own risk.

I have only received one of my boxes from my order.

Very occasionally boxes get separated. If this happens, we advise to accept the partial delivery and contact our customer services team with your order number at at the earliest opportunity, so they can locate the box with our couriers and get this to you as soon as possible.

How come you do not deliver to my postcode?
The areas we deliver to are listed in our delivery information, however, there are certain areas we cannot ship to such as Northern Ireland and Scottish highlands which is due to very high surcharges set by the couriers to these areas.
I have only received one of my boxes from my order.
Do not panic! Very occasionally boxes get separated. If this happens, we advise to accept the partial delivery as the separated box should get delivered within 5-7 working days.
My order has arrived damaged, what will you do?
Please take photos at the earliest opportunity and send them to us with your order number, and details of the damages to where one of our customer service team members will help to resolve the issue as soon as possible. If...
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How long will delivery take?

Normally deliveries would take place within 5-7 working days however, due to the current COVID-19 pandemic, courier companies that ship large and heavy items are experiencing delays due to unprecedented high volumes of packages, so we advise to allow up to 10 working days for delivery.

When will my order be delivered?

Updated 24/08/2020: Normally deliveries would take place within 48 hours however, due to the COVID-19 pandemic, we advise to allow up to 7 working days for delivery due to the unprecedented high volumes of packages HGV courier companies are facing.


I have emailed and tried calling but not receiving any answer, what is going on?
Firstly we sincerely apologise for any delay in response to communications and any inconvenience caused by this. Please be assured our team is working extremely hard to respond within a timely manner.
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Transactional Emails
I do not have my order confirmation or dispatch email?

Please check your junk inbox, these types of emails commonly go in there. If you do not have your email, please contact our customer service team via Please quote your order reference number so we can locate your information quickly. 

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Why has my payment failed or declined?

The most common reason for failed payment is an incorrect billing address. Please make sure your billing address is the address your card is registered to. You can have any delivery address you want, but the billing address MUST be the address the card is registered to, otherwise, your payment will be declined. Please check your address and card details are correct. You also have the option to check out with PayPal as a quicker and easier alternative to a manual checkout. Other reasons that your payment may fail are insufficient funds or fraud protection.

Do you accept American Express?
Why has my payment failed but money has still been taken?

It may look like the money has been 'taken' however, it is your Bank holding or 'reserving' the amount for the transaction to complete. The funds are reserved until the request times out (this varies by Bank/Credit Card Company) or is cancelled by the customer.  

The order can fail due to a number of reasons, such as incorrect billing address, insufficient funds or fraud protection. 

We cannot cancel the request, but you can call your Bank/Credit Card provider to request the transaction be released. We are happy to provide your bank proof that we haven’t taken funds, and what the declined transaction codes are.

Can I pay over the phone?

At the moment please place all orders online.

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