Since the Government's announcement on 22 February regarding lockdown easing, 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.
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, aside from made to order items, 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?
Unfortunately, due to continuing lockdown restrictions, our manufacturing partners are unable to continue working as they normally would, which means there are delays to our Handmade For You service.
You can still order a made to order item online or by calling us, however we cannot guarantee when your item will begin production as our manufacturers will need to advise us of their reopening schedule.
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 is continually adapted to ensure we keep you and our delivery colleagues safe, adhering to social distancing guidelines.
In line with the latest Government guidelines, we have resumed delivery to your room of choice and our assembly and recycling services.
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 at least three days before your scheduled delivery.
Q. What are your delivery partners doing to prevent further spread of the virus?
We want to deliver to you as safely as possible and have several measures in place to protect you and our teams.
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).
We ask you to please wear a face mask, open the windows in the delivery room of choice and retire to another room while our teams work, whether that’s delivering, assembling, or collecting.
Please remain at least two metres away and once the delivery team has finished, they will ask you by phone or from a safe distance to check you’re happy with the goods and/or service. If you are happy, the team will ask if they can sign the delivery confirmation on your behalf.
What to expect on the day
We will send you an email and text message on the day of delivery to reconfirm your estimated time slot. You will also be given the driver’s name and mobile number, in case you have any urgent questions.
The delivery team will give you a call before 10am to let you know that everything is still going according to plan. If anything changes during the day, they will continue to keep you updated.
During this call, the team will let you know what to expect once they arrive and how to follow social distancing during the visit.
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.
Q. Will you deliver if I’m self-isolating?
If you are self-isolating or shielding, 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 or shielding 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 larger items such as beds, mattresses, and furniture, unless your item is faulty, we charge a collection fee of £38.
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.
Your item(s) must still be in their original packaging to be eligible for a refund or exchange.
How to prepare for your return or exchange of a large item
Returns and exchanges will be collected by our Dreams network and here’s how to prepare for your collection:
We will be in contact with you to arrange a date and time for your return or exchange, and to stay in line with Covid-19 guidelines, there are a few things we need to ask you to do:
Please dismantle your item, if applicable, in advance of the delivery team arriving.
Your item will need to be put in special bags that Dreams will send you or bring with them when the collect your item. If they’re sent to you, please bag your item up ahead of the team arriving. Otherwise the collecting driver will bag it on arrival.
If it’s a return, your refund will be processed once your item is received back into our warehouse.
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.
01243 380 600
Q. Are you offering your assembly service?
We have now resumed our assembly service.
You can purchase this service at checkout. The delivery team will kindly ask you to retire to another room while they assemble your items in your room of choice. We also request that you open the windows in the room and wear a face mask. Once the delivery team has finished, they will ask you by phone or from a safe distance to check you’re happy with the goods and/or service. If you are happy, the team will ask if they can sign the delivery confirmation on your behalf.
If anybody in your household is self-isolating when the delivery/assembly is due, please call customer services so we can rearrange the date.
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 by ensuring 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; we're almost there.