Delivery / Returns / Refunds

Here at Elliot’s Beds, we offer a fast free delivery service. We use third party couriers who offer delivery to the majority of the mainland UK, however there are some postcode areas excluded.

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Sorry we do not deliver to Ireland or to TR post codes. If you are within a excluded post code area then do not worry as we will contact you to arrange the delivery with an alternative courier or worst case we will have to refund you.

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As with any logistics company there is always a capacity to which it can be stretched to ensure the operational integrity is not compromised therefore; we would like to assure you that we will be putting in all the available resources to deliver all orders in a timely yet manageable manner. For all items at the moment we are running at an approximate delivery time of up to a maximum of 2 weeks from the date purchased. 

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The third party courier will book the delivery date based on the route they have for each week. We can't determine a delivery day or time. When the delivery is booked the customer will get a email confirming the date of delivery, it is the customers responsibility to be available on the set date. The courier will send time slot a day before the delivery date. The courier can deliver as earliest as 6am and at the latest 9pm. However the courier will send a time slot of up to 4 hours for the set date. If you are unavailable on the set delivery date please contact us immediately so we can reschedule the delivery. If the delivery has been booked and we have emailed / messaged you confirming the date; and we receive no reply this will be a confirmation that you have no objections with the date booked. If on the booked delivery date you inform us or the courier that you are unavailable to accept the delivery, the re-delivery cost of £70 will be applied.

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As we use third party couriers we can not guarantee delivery times and in rare circumstances the delivery can be made outside of the time window given to you. The delivery team will drop off the bed to the inside of your home and will not be able to take the item upstairs or assemble unless this option has been selected when ordering.

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Assembly of the bed is a chargeable service however if you, the customer, refuse this service you must check the bed yourself for any damages or faults at the time of delivery before signing the delivery note. We cannot accept responsibility for any damages reported after the delivery team has left. You are requested to inspect all items on the day of delivery thoroughly to ensure there are no issues. In the event of an issue, you will be required to note this and report to us via email. Any problems do need to be reported within 48 hours by email, as beyond this point Elliot’s Beds will not be liable for any damages whilst assembly or taking the items upstairs. 

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Adverse weather conditions or unusual traffic may delay your delivery however we will always keep you informed and where necessary re-book accordingly. If you miss or reject your delivery date/time for any reason after the courier has booked you in a slot and we are forced to rearrange delivery there may be a charge of £79 to cover the cost. If the delivery date or time is re arranged by the courier then there will be no charge to you.

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If your item arrives to you in a damaged condition, these are essential factors to remember:

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1. Upon arrival, check the packaging or mattress for any tears, indents or crumpled areas that can often identify damage.

2. Confirm the condition of the bed, mattress or furniture item before accepting it.

3. If damaged, please refuse the product and sign it as 'damaged' or 'wrong item sent' with the courier.

4. Please advise us via email at the earliest convenience, but no later than 2 days after receiving your order. We will not accept any notification of damage received after this time scale, and any subsequent claims will be rejected, and all parts required will be chargeable.

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If delivery has been accepted and you notice damage after this, please keep the original packaging and be prepared to organise a collection with us for the damaged/faulty item. This must be done within 48hrs of delivery.

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When a collection is organised, please prepare the item to be collected from the ground floor - couriers may refuse to collect from any other floor.

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Upon confirmation of a return, we will aim to collect your order and return it to us within 14 working days. If you want to return a part due to damage or any other problem after 48hrs then you would need to arrange your own courier to return the item back to us, once we receive the item we will send out a replacement free of charge.

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Because many of our products are delivered self-assembly, there may be an unlikely event where an item arrives with parts missing. If this is the case, please remember to:

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1. Check that all items are present before signing for the item, and report any missing items to the courier.

2. Accept the given boxes/items and identify which boxes or parts are missing.

3. If you are only missing parts of your order, please contact customer services and provide the parts you have not received!

4. Please provide images of all the items you have received, including close-up photos with items fully visible.

Once we have confirmed your missing parts, these will be dispatched to you as soon as possible.

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Please do not dispose of any packaging before receiving the missing parts.

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Should you change your mind about your purchase we have a 48 hour cooling off period in which you can cancel your order, we will need written or verbal communication from yourself ‘customer’ within 48 hours of ordering. If a request is received within 48 hours we will cancel and refund 100% of the money to the same account debited.

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As each item is a bespoke, made to order item, and therefore is a non-returnable item. Once the 48 hour cooling off period has been exceeded you will not be able to cancel your order. If you wish to cancel after 48 hours you will be subject to a 30% (of your order value) restocking fee.

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If you are not happy with your purchase for any other reason and wish to return your item once delivered it may be possible at managers discretion to exchange the item to the value or a refund, however, this will incur a £150 handling fee to cover the collection and re-stocking charges, we reserve the right to withdraw this offer, it is at the manager’s discretion.

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You can arrange your own return as long as the item is returned in the original packaging. When we receive the item we will inspect for any damages; only if there is no damage we will refund the total paid amount minus £100 for restocking.

Mattresses are delivered in a sealed hygiene bag, once the seal is broken you are no longer able to return or exchange your mattress.

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In the event that a fault is discovered on your mattress, this would then come under the manufacturer’s warranty, which commences the date you receive your delivery. See Manufacturers Guarantee section for further details

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In the event a headboard does not fit upstairs this is the customers responsibility as we offer alternative headboard heights. If the headboard is too tall we can send a new shorter headboard and collect the old one but this would be at a charge + re-delivery cost. In this event please email us to find out the exact cost as each headboard price can vary.

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Our return address is:

RETURNS DEPT

3b Caldervale Business Park

Huddersfield Road

Wakefield

WF13 3JW