Delivery & Returns
Delivery and Returns
Our current delivery is 4-8 weeks from date of order for mattresses and beds. Current delivery for bedding is 7-10 days from date of order. Please contact us at email@example.com should you have any questions on delivery.
How our delivery works
Once your item(s) are ready for delivery, our third party delivery team will contact you to arrange a delivery and discuss any special requirements.
For example, delivery to a loft conversion, flats or apartments without adequate lifts, limited stairwell access, narrow lanes to your property, inadequate parking for the delivery vans and so forth. Please also check the measurements of your doorways, corridors, and stairways and ensure all floors are suitably covered and any obstructions are removed. Delivery teams are not permitted to move any of your personal items unless they are fully indemnified by a signed disclaimer. If items are returned back to us due to inadequate access we reserve the right to make a charge of £95 to cover the failed delivery.
Once delivery date is confirmed, a confirmation email is sent with all relevant terms and conditions plus a link to the tracking URL
The night before delivery your items will be loaded on to the designated van. An alert will be sent advising that your order is loaded and complete with details of the delivery team and their contact details.
You will be contacted by the delivery team (after 8am) to confirm a 2 hour delivery time slot and discuss specific requirements. The delivery team will continually update you on progress, and routinely after their previous delivery
On arrival the team will walk the route to the room(s) of choice and discuss any issues with you to avoid any potential damage. If the route is challenging there may be a need for a disclaimer to be signed.
The team will wear overshoes and white gloves and carefully place your items in the room of choice, completing any agreed assembly.
All packaging will be removed and recycled.
It is important you inspect your order and confirm all items were received in good condition and that there was no damage to the product and/or your property as a result of the delivery.
We do not charge for the majority of our UK deliveries; some postcodes however may incur an additional charge and will be added at checkout.
Non-UK Mainland deliveries
For a delivery outside of the UK or to a non-UK Mainland address, our third party delivery team can deliver to a port/shipping company of your choice. Please note: warranties and guarantees do not extend to goods that are shipped outside mainland UK.
We hope you love all your new products from The Hotel Bed Company. We understand that occasionally things might not work out exactly as you expected. If that’s the case, please contact us within 14 days of delivery to see if we can resolve the issue for you. All we ask from you is that anything returned for refund or exchange is unused, in perfect condition and in its original packaging.
We recognise it’s tough to fully get a feel for a product while it’s still in the packaging. That’s why we are happy for you to remove the products from their packaging (just keep hold of it) to enable you to have a good look and feel of them.
If one of our products does fail to meet your expectations, the following terms will apply:
- Returns must be notified to us in writing via email to firstname.lastname@example.org
- You must notify us of your intention to return the product(s) within 14 days of the initial delivery date
- All items purchased must be returned unused, unwashed and in their original packaging
- For health and hygiene reasons, we are unable to accept any returns for bedding products that are used, not received by us in perfect condition, or not in their original packaging
- Return shipping costs on non-faulty items are the customers responsibility
Its normal for a new mattress to feel a little bit strange in the beginning. The springs and upholstery in your old mattress have probably seen better days, so it will take your body time to adjust. Give the mattress a little time to settle in as well and soon you’ll be getting the perfect nights’ sleep you deserve.
We accept mattress returns in the following situations: You have received the wrong product and contacted us within 14 days of delivery, or You have received a faulty product and contacted us within 14 days of delivery.
Please Note: If wish to return your mattress and it is unused but not faulty, you must notify us in writing via email to email@example.com of your intention to return the product. In this scenario there will be a minimum collection charge of £80 (subject to location) that will be deducted from your refund.
Made To Order Items
All our beds, divans, headboards, sofas, and sofa beds are made to order. This means once they have been manufactured and delivered, we are unable to arrange returns unless the product is damaged or faulty. It is for this reason that we highly recommend making use of our free swatches to view the colours and fabrics on offer.
Refund On Promotional Items
If a promotional code has been used as part of your order, refunds will be adjusted accordingly to consider the discount applied.
Where our bundle deals are concerned, customers are rewarded set discounts for purchasing in bulk. If a product is returned as a part of a bundle or set, the discount that applied will be lost. This means you will be charged full price for the remaining items you choose to keep from the deal. Your return will be processed by adjusting down the refund due to cover the full price cost of the items you have kept.
Processing Your Refund
Once your products(s) are back with us we need time to process your refund. Please allow 7-10 working days for your refund to be processed. We know it’s a frustrating waiting period, so we will endeavour to process your refunds as fast as we possibly can. We will email you once we’ve issued your refund, but it can still take a few days for the payment to show in your account.
Refunds will all be made back to the original tender type. For customer protection, refunds to credit or debit cards will only be processed to the cardholder.