Coronavirus Update

November 2020

As we enter lockdown once more here's some useful information for shopping with us.

Our continuing priority is to keep our teams and customers safe, and we're working closely with our suppliers, manufacturing and delivery teams to ensure we do just that and stay in line with all necessary guidelines.

We are pleased to say that we are delivering orders as usual throughout the UK. Under existing government guidelines, we can and will continue to deliver all UK orders to the room of choice.

Customer Services: 01243 380 600 | Contact Form

Q. Can I shop online?

Yes, our website is firing on all cylinders 24/7 and you can order as you would normally. All our products can be delivered within normal timescales. For anything in stock, you can normally expect to receive your order within two weeks, though it is often much faster than this.

Q. Can I purchase a made to order item?

Our manufacturing partners are remaining open for now, which means our Handmade For You service is fully operational and you can expect normal lead times on all made to order items.

Q. Are deliveries affected?

All our deliveries are operating as usual and are carried out by our Dreams delivery network who have a dedicated fleet of vehicles for a reliable and efficient service. Our delivery service has been adapted to ensure we keep you and our delivery colleagues safe, adhering to social distancing guidelines.

If you are in self-isolation or quarantine and you’re expecting a larger delivery, please let us know by contacting our Customer Services team on 01243 380 600.

We can continue to deliver larger items to your room of choice; however, we will not be able to unpack items or provide our assembly or recycling service for the time being. If you would prefer us to deliver to the threshold of your property, that’s no problem – please just instruct the delivery team on arrival.

Q. What are your delivery partners doing to prevent further spread of the virus?

We want to deliver to you as safely as possible.

Our main priority is to make sure the delivery can take place while maintaining your wellbeing and that of our delivery teams. For this reason, our team will be fully equipped with personal protective equipment (PPE).

When the delivery team arrive -

• They will call you to say they are outside your home. Please open your front door & retire to another room, if possible, or remain at least two metres from them at all times.

• Please direct the team to your room of choice & offer any other instructions by phone if possible, or from a distance of at least two metres. It is important that you do not enter the room while occupied by our team.

• When they have finished, the team will photograph the goods in your room of choice in its original packaging to show that everything is in good order, and then they will leave.

• The team will call you from their van or from a safe distance and ask you to check the goods and confirm they have done everything as expected, and you are happy. If everything is OK, they will sign the proof-of-delivery device on your behalf.

Q. Can I request a no-contact delivery?

All deliveries of smaller items such as bedding, bed linen and accessories, will be a contact-free delivery by DPD.

For larger items such as beds, mattresses and furniture, please contact our Customer Services team who will work through your requirements and arrange a suitable delivery. However, as you will see from the answer above, our delivery teams are already doing their very best to minimise contact as much as possible.

Q. Will you deliver if I’m self-isolating?
If you are self-isolating, please let us know as soon as possible

Smaller items - we are continuing to deliver smaller items (bedding and bed linen) if you are self-isolating and these will be delivered contact-free to your doorstep.

Larger items – please call our Customer Services team to let us know you’re self-isolating as soon as possible, and we will move your delivery slot to a later date once you’re out of self-isolation. This protects both you, our delivery teams and your product from going through unnecessary warehouse moves and returns processes.

Q. Can I still return or exchange my items?

We really hope you enjoy your F&B products, but if for any reason you’re not happy and wish to return or exchange your items, please contact our Customer Services team within 14 days of receiving your order and we can arrange a refund or exchange.

For beds, mattresses and furniture, unless your item is faulty, we charge a collection fee of £38 and your item(s) must still be in their original packaging to be eligible for a refund or exchange.

Bedding and bed linen will be collected by DPD from your house, or you can go to a local drop off shop. Unless your item is faulty, a return fee of £4.95 will be charged.

Unfortunately, any Handmade For You items cannot be returned or refunded due to their bespoke nature. For hygiene reasons, mattresses cannot be returned if the packaging has been removed, unless it’s faulty.

Refunds will be processed once your item has been successfully collected, returned to the warehouse and checked.

Your item(s) must still be in their original packaging to be eligible for a refund or exchange.

01243 380 600

Q. Are you offering your assembly service?

Unfortunately, we remain unable to provide our assembly service for any new orders right now. If you have already purchased this (which will be stated on your order confirmation), our delivery teams will assemble your products as normal.

Q. Can I still call your Customer Services team?

Yes, our dedicated Customer Services team are ready and waiting to help with your request, so please don’t hesitate to pick up the phone.

01243 380 600

Q. Is your Head Office open?

Yes, Head Office remains open, but all of our teams are now working remotely in line with government advice. We're also working hard to deliver a personal experience such as you may be used to in stores, such as through increased staff availability on our phone lines and through online chat (which will show in the bottom right of your screen when available).

If you have any questions at all, please don’t hesitate to call us. We will remain diligent in our approach and we thank you for your support.

Above all, stay safe, stay kind and look after each other.

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