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Coronavirus Update

SEPTEMBER 2021

To keep in line with the latest Government guidelines, 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.

Customer Services: 01243 380 600 | Contact Form

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, which you'll be able to see on product pages. For anything in stock, you can normally expect to receive your order within two weeks, though it is often much faster than this.

Are deliveries affected?

The Covid-19 pandemic has created unprecedented transportation challenges that have affected retailers globally; F&B included. Demand on our manufacturing partners has increased whilst they work with limited capacity.

We are in constant communication with both our suppliers and shipping partners and are doing our absolute utmost to get products to our shores and on to you as quickly as we can. We endeavour to keep our website up to date with accurate lead times so you can make informed decisions when buying from us. For orders already placed, we remain diligent in communicating any potential impact via email or phone.

We know many of you may been waiting a long time for your orders and we really do appreciate your ongoing patience and can only continue to apologise for the delays being faced. We share your frustrations entirely, as it’s not the service we are used to providing.

Please be assured, we are working hard to deliver as quickly as possible once orders arrive into our warehouse. Our Customer Services team are a little overwhelmed at present, so please do bear with us if you’re trying to get through. We will get back to you as soon as we can.

Our Dreams delivery network continue to deliver all large items such as beds, mattresses and furniture, and have a dedicated fleet of vehicles for a reliable and efficient service. DPD will deliver small items such as bedding and bed linen.

Our delivery service is continually adapted to ensure we keep you and our delivery teams safe. 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.

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. 

Despite recent easings, we recommend opening the windows in the delivery room of choice and retiring to another room while our teams work, whether that’s delivering, assembling, or collecting.

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.

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.

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 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.

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.

Unless your item is faulty, we charge a collection fee of £38 for larger items such as beds, mattresses, and furniture, 

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

We will be in contact with you to arrange a date and time for your return or exchange.

Returns and exchanges will be collected by our Dreams network. Here’s how to prepare for your collection:

  • 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

Are you offering your assembly service?

We're able to offer an assembly service for all our beds, should you require it, and this can be purchased at checkout. Our expert delivery teams will ensure your bed is built to the highest standards and will tidy up afterwards.

If anybody in your household is self-isolating when the delivery/assembly is due, please call customer services so we can rearrange the date.

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

Is your Head Office open?

Yes, Head Office remains open, but many of our teams are still working remotely. We're also working hard to deliver a personal experience, 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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