Terms & Conditions

Feather & Black is a trading name of Dreams Limited.

You agree to be bound by the terms and conditions as laid out below and they’ll govern each Order that You place with us. Each Order is a separate legally binding contract. You should read these terms and conditions carefully and make sure You understand them.

If a provision in these terms and conditions is found to be invalid or unenforceable by a court, it won’t affect the validity of the remaining provisions.

These terms and conditions are governed by the laws of England and Wales. They don’t affect Your statutory rights.

Let’s start with the basics - ‘who’s who’ and ‘what’s what’.

1. WHAT DO THE TERMS MEAN?

1.1 In these terms and conditions and Your sale agreement (which was given to You on the day You purchased the Goods), the following words shall have the following meanings:

"You" or "Your" means the person named in the Order to who we’re supplying the Goods to in accordance with these terms and conditions;

"We", "Us" or "Our" means Dreams Limited trading as Feather & Black, Knaves Beech Business Centre, 14 Davies Way, Loudwater, High Wycombe, Buckinghamshire HP10 9YU;

"Order" means Your order for the Goods;

"Goods" means all products listed in the Order;

“Made to Measure” mean any Goods that are made to specific, non-standard dimensions as determined by You; and

"Delivery" means the free delivery of the Goods to the Room of Your Choice at the delivery address specified in Your Order.

“Blue-X” mattress means a barely used mattress that has been expertly and comprehensibly refurbished as part of Our sustainability programme.

“End-of-line clearance” mattress means brand new over-stock or discontinued mattress range that will not be replenished.

“Ex-display” mattress means a showroom model that has been tried over a period by in-store visitors and is sold “as seen”.

2. YOUR ORDERS:

2.1 These terms and conditions apply to Orders placed online, over the phone or through a brochure only. To view our terms and conditions for items purchased instore, please visit our website on Store Terms & Conditions.

2.2 If You have chosen to pay via one of Our finance options, You will be required to enter into a separate finance agreement with one of Our finance providers. The finance agreement is a separate contract to Your Order and therefore if you cancel the finance agreement, the Order shall remain in effect and You shall be bound by these terms and conditions, including in respect of payment for the Goods. If You cancel the finance agreement You must find an alternative method of payment or cancel Your Order as set out in Paragraph 10 of these terms and conditions.

2.3 You should carefully check Your Order details before paying for and completing the Order. Any amendments need to be made before You complete payment. Failure to notify Us of any changes may result in further charges to You at a later date.

2.4 It’s Your responsibility to check:

(a) the dimensions of all Goods to ensure that they’ll fit into Your property; and

(b) that additional services requested (such as assembly or disposal for recycling) are clearly noted in the Order. These will be shown separately. If they are not included in the Order, then these services have not been purchased and won’t be provided. These can be added by contacting Our customer services team.

2.4 A confirmation of your Order will be sent automatically by email and, unless You are notified to the contrary within 48 hours of this confirmation, the Order will be deemed to be accepted by Us. This does not affect your cancellation rights set out in paragraph 10.

3. GOODS

3.1 The description of the goods will be as specified within the Order.

3.2 You should be aware that:

(a) all sizes given are approximate and stated bed and mattress sizes refer to the sleeping surface only. They do not apply to the cushion part of a pillow-top mattress but only to the main support mattress.

(b) the sizes of bed frames, divans and mattresses may vary slightly from their stated dimensions under industry manufacturing tolerances provided by the British Standards Institution and shown under the online dimensions tab for specified Goods;

(c) comfort grading is for guidance only;

(d) when placing a mattress on a bed frame please note that there may be a gap around the edges; this is normal and is designed to allow for rotation & bedding; and

(e) wood reacts to sunlight and changes in temperature and humidity, which can also cause solid wood to warp or split. Leather may not be uniform in colour or texture and may show natural marks and scars on the hides. Leathers and fabrics may fade with exposure to direct sunlight. Natural fabrics may have irregularities in the weave. Due to the handcrafted nature of the weathered oak finish, no two pieces will be identical.

3.3 We will ensure that at the time of delivery, the goods will:

(a) be of satisfactory quality;

(b) be fit for the purpose for which they are designed and supplied;

(c) be free from material defects in design, material and workmanship; and

(d) comply with all applicable statutory and regulatory requirements for selling the goods in the United Kingdom.

3.4 In addition to meeting our obligations set out in clause 3.3 above, if during the first 24 months from the date of delivery (the “guarantee period”) You inform us that You believe the goods do not conform to any of these obligations, we will arrange an inspection at our cost to verify this. The guarantee period for mattresses varies by model and ranges from 3 to 10 years. The period appropriate to each mattress model or type is shown on Our web site.

(a) if this inspection finds that we have not breached any of Our obligations, we will decline any further action, but will provide full details of the reasons for the decision. You will have direct access to any reports completed by the inspection specialist;

(b) if the inspection verifies that the goods do not conform to any one of our obligations, should you be entitled to reject the goods for a refund under clause 3.7.1 below and you choose to exercise that right, we will provide a full refund without any deduction for use. In all other circumstances, your rights are set out in clause 3.7.

3.5.1 Our obligations cover normal domestic home use only and do not apply to any natural mattress settlement or any defect in the goods arising from fair wear and tear, wilful damage, accidental damage, negligence by you, commercial use, failure to follow our written instructions regarding care of the goods, or any alteration or repair to the goods that you carry out without our prior written approval.

3.5.2 Nor do our obligations cover defects drawn to your attention prior to purchase or where you examined the goods prior to purchase and you should have been reasonably expected to notice any defect.

3.5.3 If the goods are removed by you from any of the locations shown in clause 6.4 and you wish to claim under the terms of the guarantee, we will only collect or exchange or repair goods for you from a valid address in one of those locations and you will be responsible for any additional shipping costs.

3.6.1 Once the guarantee period has expired, if you believe the Goods do not conform to the requirements set out in clause 3.3 above, you must provide suitable evidence showing that we are in breach of our obligations. Normally, such evidence would be in the form of a report from an inspection company arranged at your cost. Ideally, any inspection service used should be from a recognised, independent specialist approved by us to ensure that you and we have confidence in the inspection outcome.

3.6.2 If your own independent inspection report verifies that the goods do not conform to the requirements set out in clause 3.3 above, your rights are set out in clause 3.7 below. In these circumstances, we will also refund the cost of your inspection up to a maximum of £70, which is a reasonable level of cost for independent inspections.

3.7.1 In the rare event that Goods are found not to conform to the requirements set out in clause 3.3 above, we will follow a fair and fast process. In these circumstances, you have the following rights:

i) Short-term right to reject

If the breach is reported within 30 days beginning with the first day after the Goods were delivered, you may, at your absolute discretion, exercise your right to reject the Goods and we will provide a full refund of the price paid for them.

ii) Right to repair or replacement

If you choose not to exercise your short-term right to reject, or if more than 30 days have passed since delivery of the goods, you may require the Goods to be either repaired or replaced (with the same model) free of charge. If one of these remedies is disproportionate compared to the other, we will discuss with you which is the most reasonable and proportionate remedy.

iii) Right to discount or final right to reject

If a repair or replacement of the Goods is impossible or a previous repair or replacement has not resolved the breach, or if neither remedy can be achieved within a reasonable time, you may, at your absolute discretion, keep the goods and agree an appropriate price reduction or reject the goods and, subject to clause 3.7.2 below, obtain a full refund of the price paid for them.

3.7.2 If you exercise your final right to reject after 12 months have passed since the goods were first delivered, we shall be entitled to reduce any refund by making a proportionate deduction for the use you have had of the Goods since they were first delivered.

3.8 If the goods do not conform to this contract at the time of delivery, you have up to six years from that time to claim an appropriate remedy. You should report any non-conformity to us at the earliest opportunity and refrain from taking any action, including continued use of the goods, that may make any defect worse.

3.9 We guarantee that replacement parts or components will conform to the requirements set out in clause 3.3 above for a period of 12 months.

3.10 If any aspect of your order does not go quite according to plan, our aim is to make our after-care service as simple, clear and transparent as possible. Our complaints handling process can be seen here.

4. PRICE AND PAYMENT:

4.1 The price of the Goods will be the amount set out in the Order. Prices are liable to change at any time, but price changes after You have paid for the Order won’t affect the price for the Goods stated in Your Order.

4.2 All prices are in pounds sterling and include VAT at the relevant rate at the time of payment. The Order isn’t a VAT invoice, but one can be supplied on request.

4.3 You must pay in full for the Goods when You complete the Order. If a subsequent amendment to your Order creates an outstanding balance, this must be paid in full not less than 7 days before the scheduled date for Delivery. Failure to pay the balance will delay Your Order being Delivered.

4.4 We won’t dispatch Your Goods for Delivery until we have received cleared funds from You for the full amount due. You can pay in store or by telephoning Us on 01243 380600.

4.5 Our Delivery, assembly and disposal charges are subject to change. Up-to-date information on charges can be found here for assembly and here for recycling. Changes to these charges after You have completed Your Order won’t affect the charges you’ll pay.

4.6 Payment can be credit or debit card or BACS, unless You are choosing one of Our finance options, in which case payment must be made in accordance with the relevant finance documentation.

5. OUR PRICE PROMISE TO YOU:

Our price promise applies to any undelivered bed, bedroom furniture or mattress for 28 days from purchase. If You see the same goods with the same specification as on Your Order in another retailer at a cheaper price (excludes specialist retailers that are solely or predominantly online, pop-up stores, discount stores and outlet stores), We’ll refund the difference. The price promise is subject to Us verifying the specification and lower price.

6. OUR DELIVERY AND COLLECTION SERVICE

6.1 Delivery of the Goods will be free of charge Monday to Friday. Should you opt for delivery on a Saturday, there will be a charge applied at the checkout.

6.2 Goods can be collected from us free of charge from selected locations in England, Scotland and Wales see Our web site or ask in-store for details.

6.3 Delivery will be made to the delivery address specified on the Order. We will not be able to change the delivery address for any Order covered by a finance agreement. For all other Orders any changes to a delivery address must be supported by documentary evidence. You must notify us at least 72 hours before delivery of any delivery amendments. Any amendment, however small, may lead to an increase in lead time or change of delivery date. Paragraph 6.5 below will not apply to any such change in lead time or delivery date.

6.4 We can deliver to the majority of postcodes in mainland England, Scotland, Wales, Isle of Wight and the Highlands and Islands, but We may be unable to deliver to some of the more remote locations. If in doubt, please contact Us for more details.

6.5 Delivery dates and indicative lead times start from the date of the Order. While these are given in good faith, they may be subject to change due to events outside our control. If we are unable to deliver the Goods on the date you have booked or within the indicative lead time shown on our web site at the time the Order was made, then -

a) You will be entitled to cancel Your Order in accordance with clause 9 of these terms and conditions and we will provide you with a full refund of all amounts paid.

b) if You do not wish to cancel Your Order, we will agree with you a revised date or further period of time for Delivery based on the circumstances appropriate for those Goods. Any agreement to a revised date or further period of time for Delivery does not affect your right to cancel Your Order at any time up to 14 days after fulfilment of any Delivery, in accordance with clause 9 below.

6.6 If, as a result of circumstances beyond our control, we are or reasonably believe that we’ll be unable to complete delivery of the Goods, we’ll be entitled to cancel the Order and will provide You with a full refund of all amounts paid for the undelivered Goods and any unfulfilled services.

6.7 Delivery of Your Order will be made between 07:00 and 18:00 on the scheduled delivery date. You will receive notification of an estimated two-hour delivery time slot by email and/or SMS late afternoon the day before your scheduled delivery date. We will aim to reconfirm your estimated two-hour time slot by telephone before 10:30 on the morning of delivery. The estimated time slot is indicative only and not intended to be a guarantee. While we’ll make every effort to deliver your goods within the estimated time slot, on rare occasions deliveries may be affected by factors beyond our control. On such occasions, We will do our very best to keep You informed of any changes to your delivery time. Where You are responsible for Us being unable to deliver or exchange your goods, for instance, but not limited to, there being no-one at home to take delivery at the appointed time or access is not clear or free of obstruction or apartment service lifts being out of order, then You must pay a re-delivery charge of £49. The delivery-service level will remain as shown on Your Order.

6.8 Delivery will be deemed to have taken place when the Goods have been delivered to the address set out in the Order. We don’t need to satisfy Ourselves that the person accepting delivery at the agreed address is authorised by You to accept the Goods.

6.9 If we reasonably believe that the Goods cannot be delivered to Your preferred room without damaging the Goods and/or Your property, or if there are access restrictions to or in Your home that prevents or inhibits reasonable attempts of Delivery, We will not be able to complete Delivery and will discuss alternative options with You. If Delivery cannot be completed under this clause 6.9, You will not be entitled to a refund of any Delivery charges.

6.10 Where clause 6.9 applies, You may choose to cancel the Order in accordance with your cancellation rights shown in clause 9 below. However, You may choose to reselect to an alternative product as a replacement for the Goods, and in this case the following will apply:

(a) You must pay the difference between the price of the Goods and any replacement product which is of higher value;

(b) You shan’t be entitled to a refund of the difference between the price of the Goods and any replacement product which is of lower value; and

(c) You must pay the re-delivery charge of £49 and Our reasonable administration costs. The delivery-service level will remain as shown on Your Order.

6.11 The Goods may require some assembly. If You have purchased an assembly service, this’ll be carried out by Us or a provider selected by Us. We cannot drill into Your walls to attach fixings such as wall mounted headboards, wall straps on storage units etc. If You have not purchased this service, it’s Your responsibility to assemble the Goods. Please note that the availability of assembly services is dependent on the post code being delivered to.

6.12 You should inspect the Goods carefully upon Delivery. If any of the Goods are missing or damaged, You should inform Us at the time or within a reasonable time.

6.13 We’ll notify You in writing or verbally once the Goods are ready for Delivery or collection. If You fail to collect or take delivery of the Goods on the agreed date, We’ll not store the Goods, for any reason, for longer than 90 days.

6.14 Where You fail to pay any outstanding balance or take Delivery or collect the Goods within 90 days after the scheduled delivery date, We’ll be entitled to cancel the Order and provide a full refund of all monies paid. In these circumstances, We’ll send You written notification 30 days before cancellation, providing You with an opportunity to pay any outstanding balance or to agree a final delivery date.

7. RECYCLING:

7.1 The collection and disposal of Your old bed, headboard or mattresses is an additional service chargeable service. All items for disposal must be dismantled, if appropriate, and wrapped as securely as possible in the green bag provided by Us at the time of Order. We reserve the right to refuse collection if items for disposal are not wrapped as required or are still assembled in the property. Please click here for more details on preparing for a disposal for recycling.

7.2 Under no circumstance should items for disposal be left exposed to the weather and become wet or soiled. We reserve the right to refuse collection in this instance. In addition, Our delivery service driver may refuse to collect such items if they’re reasonably concerned about contamination of other customer Orders on his vehicle. In this instance, a full refund of the charges for the disposal will be given but You’ll be responsible for the disposal of such items.

8. RESPONSIBILITY FOR RISK AND OWNERSHIP:

8.1 Responsibility for and ownership of the Goods passes to You once the Goods are Delivered or collected.

8.2 Where You have decided to pay through Our finance options, responsibility for and ownership of the Goods will only pass to You in accordance with the terms of Your finance documentation.

9. CANCELLATION

9.1 You may cancel the Goods for any reason and at any point after placing Your Order, provided Your intention to cancel is notified to Us no later than 14 days after the day of Delivery. We will provide a full refund of the price You paid for the Goods without deduction, except as provided at sub-clauses 9.3, 9.4, 9.5 and 9.6 below. Your intention to cancel can be notified to Us by Contacting Us by phone, email or chat, or by writing to us at Feather & Black Customer Services, Knaves Beech, High Wycombe HP10 9YU.

You may use our model cancellation template, but this is not obligatory provided You notify us in a clear and unambiguous manner.

9.2 Orders for made-to-measure goods (see definitions at clause 1 above) cannot be cancelled once Your Order has been accepted by Us.

9.3 You should not handle the Goods beyond what would be reasonably allowed in one of Our stores to establish the nature, characteristics and functioning of the Goods. If the value of the Goods is reduced by any amount through unnecessary handling, We shall be entitled to make a deduction of that amount from any refund.

9.4 In the case of sealed Goods, such as, but not limited to, pillows, mattress protectors and duvets, We reserve the right to reject cancellation for health protection or hygiene reasons if these Goods become unsealed after Delivery. This does not apply if the Goods in question are found to be faulty.

9.5 You must make the Goods available for collection by us within 14 days from the date you first notified us of your intention to cancel the Goods. We will deduct a charge from the refund to cover the cost of collection, and these charges can be seen here. Softs (see definitions at clause 1 above) should be returned via the Post Office using the prepaid returns label provided.

9.6 It is Your responsibility to take reasonable care of the Goods while they are in Your possession. If the Goods, when returned to Us, exhibit any signs of wear and tear or damage caused while they were in Your possession, We may require a further deduction from any refund to reflect the diminution in the value of the Goods.

9.7 You should return the Goods in their original packaging, if this is available, and, if it is not available, You should make sure that the Goods are suitably and sufficiently packaged to protect them while in transit back to Us.

10. ABOUT REFUNDS:

10.1 Refunds will be made to You as soon as possible and in any event within a period of 14 days from return of the Goods.

10.2 If Goods have been Delivered, then a refund can't be made until we've collected the Goods.

10.3 If You participated in a linked saving offer (for example, buy a bed for £999 and get £200 worth of free bedding) You must return both items to get a full refund. If You only returned the bed in the given example, You would be refunded only £799 to cover the price of the bedding.

10.4 If You participated in a 'multibuy' offer (for example, buy three items for the price of two) You must return all the items to get a full refund. If You only return part of such an Order, then any 'multibuy' saving will be deducted from the amount of Your refund.

11. OUR 100-NIGHT COMFORT GUARANTEE:

11.1 Our 100-Night Comfort Guarantee applies to all our mattresses, including adjustable, made-to-measure and end-of-line clearance mattresses, but does not apply to Blue-cross and ex-display mattresses, which are sold “as seen”. The Comfort Guarantee does not apply to bed frames, divans, adjustable or ottoman bases.

11.2 If at any time between 30 and 100 nights from the day of Delivery (or collection from store) You inform Us that Your choice of mattress is proving uncomfortable, as long as You comply with the conditions set out below, We’ll exchange it, without quibble, for an alternative mattress.

11.3 If you select a more expensive mattress, any difference in price between the original mattress on the one hand and the replacement mattress on the other must be paid at the time of re-selection.

11.4 If you select a less-expensive mattress, any difference in price will be returned to you in the form of a credit against future Feather & Black purchases. Credit cannot be redeemed against service costs.

11.5 Only one exchange under this Comfort Guarantee is available on each Order. For the avoidance of doubt, this clause 11 shall not apply to a mattress previously delivered under this Comfort Guarantee.

11.6 The Comfort Guarantee is subject to the following conditions:

(a) We’re unable to process an exchange earlier than 30 nights from the day of Delivery as it can take this long for Your body to adjust to Your new mattress and for the fillings to settle.

(b) the returning mattress must be kept in perfect condition, so We insist on the use of a mattress protector. For health and hygiene reasons, We reserve the right to refuse an exchange if a mattress protector hasn’t been used or the product is marked or soiled.

(c) a collection and re-delivery charge will be applied to the exchange. For more information visit Our dedicated Comfort Guarantee page.

11.7 Nothing in this clause 11 affects your statutory cancellation rights as set out in clause 9 above.

12. EVENTS OUTSIDE OUR CONTROL:

12.1 We'll not be liable or responsible for any failure to perform Our obligations under the Order that is caused by events outside Our reasonable control. These include (without limitation) the following:

(a) delays caused by one of Our suppliers, except in the circumstances envisaged by clause 7.6;

(b) strikes, lock-outs or other industrial action;

(c) fire, explosion, storm, flood, snow or other natural disaster;

(d) unavailability or disruption of shipping, aircraft, motor transport or other means of public or private transport; or

(e) unavailability of public or private telecommunications networks.

12.2 Our obligations under these terms and conditions are suspended for the period that such events continue, and we'll have an extension of time to perform these obligations for the duration of that period.

13. LIMITATION OF LIABILITY:

13.1 We are under a legal duty to supply products and services that are in conformity with this contract. Nothing in these terms will affect your legal rights. Advice about Your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.

13.2 We’re responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we’re responsible for loss or damage You suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we’re not responsible for any loss or damage that isn’t foreseeable. Loss or damage is foreseeable if either it’s obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen.

13.3 In the case of damage to Your property caused by our failure to use reasonable care and skill during Delivery, Our liability is limited to Your direct costs of returning Your property to its pre-damage condition. We’re not responsible for any element of the repair cost that may be reasonably be considered as betterment.

13.4 We’re not liable for business losses. We only supply the products for domestic and private use. If You use the products for any commercial, business or re-sale purpose we’ll have no liability to You for any loss of profit, loss of business, business interruption, or loss of business opportunity.

13.5 Subject to clause 13.2, our total liability to You under or connected with these terms won’t exceed the price payable for the goods for any one event or series of connected events.

13.6 Nothing in these terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability which may not otherwise be limited or excluded under applicable law.

15. PROTECTING YOUR DATA:

Here at Feather & Black, we take your privacy seriously. For a more detailed explanation of how we'll collect, use and store information relating to You, please see our Privacy and Security page to learn more about how we use cookies on our website, please check out our Cookie Policy page.

16. FRAUD PREVENTION:

16.1 We retain the right to investigate any order placed on this website or by phone that it suspects to be fraudulent. Any such Order will not be delivered until it's proven that the Order is bona fide. Should We be unable to prove that an Order is bona fide or to contact the Buyer then the monies will be refunded to the original payment card used and the Order will be cancelled.

16.2 For Your protection, to ensure that Your credit, debit or charge card isn't being used fraudulently, We'll validate your name, address and other personal information supplied by You during the order process against appropriate third-party databases. By accepting these terms and conditions You consent to such checks being made. In performing these checks personal information provided by You may be disclosed to a registered Credit Reference Agency which may keep a record of that information. Please be assured that this is only done to confirm your identity.

16.3 A credit check isn't performed, and your credit rating will not be affected. All information provided by You'll be treated securely and strictly in accordance with the Data Protection Act 1998 and the General Data Protection Regulation (EU) 2016/679 (GDPR).

1. Instagram image rights
2. Please understand that by replying #agree you agree to the following:
3. a) You give us a perpetual royalty-free and worldwide licence to use your social media handle and your social media photograph(s) and use in relation to which you have responded #agree (the Photos) on featherandblack.com, in Feather and Black stores (both bricks and mortar and online) and/or on any of Feather and Blacks platforms (including but not limited to Instagram, Facebook, Pintrest and Twitter and/or in marketing emails and printed publications (e.g. guides, posters and leaflets).
4. b) We can use, reproduce, distribute, combine with other materials, alter and/or edit your Photos in any manner we choose to.
5. c) You represent and warrant that (i) you own all rights in and to your Photos, (ii) you have permission from any person(s) appearing in your Photos to grant the rights herein, (iii) you are 18 years or older, and (iv) Feather and Black use of your Instagram handle and/or Photos will not violate the rights of any third party or any law.
6. d) You waive any moral rights in the Photos to which you are now or may be at any future time entitled under Chapter IV of Part I of the Copyright Designs and Patents Act 1988 or any similar provisions of law in any jurisdiction.
7. e) You release and discharge Feather and Black from all and any obligation to pay you for any use of your Photos and any of the intellectual property rights contained therein in connection with the uses described above.
8. f) You release, discharge and agree to hold Feather and Black and any person acting on Feather and Black’s behalf harmless from all claims, demands, and liabilities whatsoever in connection with use of the Photos as described above.

---

Promotional Terms & Conditions

All promotional codes exclude existing orders, web exclusives, Tempur, assembly and recycling service, bundles, sets, clearance and ex-display items. Not applicable in conjunction with any other offer, unless stated otherwise.