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We always try to ensure that our products are sent out in the perfect condition. However sometimes due to situations beyond our control for example damage in the post, your item may arrive in an unsatisfactory state. In the unlikely event that you receive a faulty or damaged item or your item is wrong please contact us at firstname.lastname@example.org as soon as possible. We will then look into the problem and get back to you with a response within 24 working hours. To help us to respond quickly, please try to include as much information as possible:
Problem with fault
Photo of the fault*
*If a photo is not included we may ask you to provide photographic evidence before processing your claim. Due to the nature of the products we offer all items which are personalised are non-refundable.
Please click here to view your rights as a consumer**
How long does my refund take?
Your refund can take up to 2 weeks to be actioned. Once the refund has been actioned it can take 2-5 working days to appear in your bank account as a credit.
Multiple refund requests
If there are persistent claims for refunds from the same individual or group of individuals, we reserve the right not to issue a refund or replace an order. We may refuse to take any future orders from any such customers and will inform them of our decision in writing, via email, or over the telephone.
**You are not entitled to a cooling period under the Distant Selling Regulations for any item that is personalised or made to order.
These terms are also applicable to any repaired or replacement goods we ship out to you. All refunds are processed within 14 business days and for the safety and security of your account; we only refund the original payment method details which was used against the original order. We will charge 20% Restocking fee if the item is purchased by mistake or and dimensions and measurements were not checked before the order. There will be no refund on the Postage cost and the buyer will His/Her own postage to return the item.
Whatever the reason, you can cancel your online order (excluding bespoke orders) at any time prior to dispatch with no charges. All you need to do is advise us in writing, either by post or email. Our contact details can be found at the bottom of the page. We will charge 20% Restocking fee if the item is purchased by mistake or and dimensions and measurements were not checked before the order. There will be no refund on the Postage cost and the buyer will His/Her own postage to return the item.
Just notify us in writing within 14 calendar days from the day you receive your order.
Simply drop us a line, either by post or email, telling us that you no longer wish to keep your order along with your reason for returning it. Our contact details can be found at the bottom of this page. Item Must be in its original packaging otherwise restocking fee will be applied which will be 20% of the total cost of the item.
Returning your order to us?
Buyer must pay the return postage unless the item qualifies within the following terms. Return must be agreed upon before the item can be sent back as due to various locations we use item has to go to the right agreed address on the agreed date.
Mattress protectors, divan beds or pillows unless they are unopened, unused, and still in their original packaging.
Mattresses or divans that have been used without a mattress protector.
Whether you're looking to enquire about an online order, home delivery or to simply let us know how we did, please do get in touch.
Our advisors are happy to help:
Monday to Saturday, 9am to 9pm