Returns and Refunds
What if my item arrives damaged?
It is unusual for an item to arrive damaged as we have a strict quality control process. However, in the rare case that it is damaged, please contact us within 24 hours of receiving the product with photos showing the relevant damage. Our team will assess the damage and either replace or refund the item for you once the item is returned back to our warehouse.
Can I cancel my order if I have made a mistake?
Generally this is not possible as we dispatch all items next working day after receiving payment. Once the item has left our warehouse it is no longer possible to cancel or change the order. However, for presale items that have been purchased and not yet dispatched, you are able to email us to cancel the transaction as long as it has not been shipped out from our warehouse yet.
What are the conditions for refund?
Refunds under our money back guarantee do not include shipping, handling and transit insurance charges, which are not refundable in any case. For all refunds, the buyer is responsible for return shipping and must be returned in its original packaging & condition back to our warehouse. We will then issue you the refund within 2 working days. If an item is returned without original packaging a 50% striking fee off the purchase price will be applied when processing the refund. For mattress returns, packaging no longer needs to be original, but needs to be suitably packaged. Please note that in any situation where an order needs to be returned, the customer must be able to repackage the products so that it is suitable for the courier to pick up and return. If the original packaging has been disposed, we will not be responsible to cover any repacking costs.
How long does it take a for a refund to be processed?
We will issue you the refund amount by crediting your account within 5 working days according to the same payment method you used for purchase.
Fabric Colour Variations?
Whilst we try to ensure all fabric colours are depicted in our photos as accurately as possible, there can sometimes be some slight colour variation especially around different shades of grey. This is caused from photography lighting conditions as well as different computer/mobile screens. Customers have the option to return the item back for a refund if they are not happy with the fabric colour but must do so themselves.