Delivery Information

Delivery Details


Order & Delivery Process

See the image below to assist you in placing an order. We follow a simple 4 step order and delivery process:




Product Delivery Information

To find out the quickest timescales for delivery see the quick info section next to each product image:



For specific delivery information for a product, head to the product page. Scroll down after the Add to Card button to the Description section and click the "Delivery" tab for specific delivery information for that product shown here:




Please always check this before ordering and let us know any special arrangements your require in the Comments section on the checkout page. Delivery times are calculated from that day after of the order payment being processed and your order status changes to "Processed" (you will be notified via email of this, check your Junk/Spam folders as well). We use suitable carrier services for quick deliveries depending upon the product. Some products purchased together such as Bed Frames and Mattresses may be sent with separate delivery services due to the size and weight and therefore will likely have separate delivery dates. However, we will notify you of the delivery dates and keep you informed every step of the way.


Delivery Days & Times

The delivery services we use will normally delivery within the hours of 8am to 8pm Monday to Friday, we do not have control over delivery times so please make sure someone is home between these times on the delivery date provided. If your delivery date is not suitable, please reply to the email within 24 hours and let us know another suitable delivery date. We will aim to deliver on your requested delivery date however if this is not possible we will deliver on the next available date to the requested date. We will inform you of the delivery date at least 24 hours before delivery. Unfortunately, we cannot guarantee a delivery date in the future, as all delivery days are based on routes which are constantly changing, based on the volume of deliveries to certain areas of the UK. 


Weekend delivery is available only to certain products and postal codes, contact us for details after placing an order or let us know in the comments section on the checkout page (weekend delivery surcharge maybe incurred in some cases). There are some products which may be eligible for an estimated 3 hour time slot, this is only subject to availability and we require a mobile number when placing your order. If we do not receive a mobile number during checkout then we will be unable to offer this at a later date. If you are unsure if this applies to the product you are interested in, please contact us before placing an order. 


Delivery Service

The delivery services will only deliver to the communal door of the property. Before placing an order, we request that you make the time available to be home and available to receive your delivery. The delivery services will not carry any product information and/or paperwork provided by us, so please refer to your Order Confirmation email only for product information or your Order History page on our website if you have created an account with us. The delivery services and delivery drivers will only be able to assist you with delivering the goods, any issues relating to the product should be resolved with us (the sender). Please send us an email to sales@divan-beds.co.uk within 48 hours of the delivery if you incur any issues.


Please make sure you do NOT get rid of your old beds or mattresses before receiving your new replacements from us & you are happy with them. Delivery issues do sometimes arise and we don't want you to be left with a bed!


Any special requests such as delivery times, delivery days or extra assistance with carrying goods into the property are not guaranteed and are at the sole discretion of the delivery services. 


Failed/Missed Deliveries

If your order does not arrive on the delivery date we have specified, please email us at sales@divan-beds.co.uk as soon as possible, so we can investigate this for you. We strongly advise you let us know within 24 hours of a failed delivery. We cannot assist you, if you do not notify us of a failed/missing delivery - please do not advise the delivery services directly as we need to inform them from our side whether to attempt redelivery or make any changes. 


Other Issues with Deliveries

To minimise problems and to make the process of an exchange quicker, please always open & check your order before accepting or signing for the delivery. The delivery services will not carry any product information and/or paperwork provided by us, so please refer to your Order Confirmation email only for product information or your Order History page on our website if you have created an account with us.


If your order arrives with an issue, you should let us know within 48 hours of delivery by contacting us. We will require an email sent to sales@divan-beds.co.uk with clear images of the any issues. Along with this we require clear description identifying which products have issues and what those issues are and how they occurred so we can resolve your issues promptly. We will investigate the matter with the delivery services and/or our warehouse and manufacturing teams. This investigation can from 2 working days to 5 working days. Any returns or exchanges thereafter will be under the same time frame and same courier used in the initial delivery. For example, if your initial delivery is via an estimated 5 working days courier, your return/exchange will also be via the same estimated 5 working days courier service.


We will endeavour to exchange faulty parts wherever possible for you. If your order arrives with any faulty parts which was not identified upon delivery and can be replaced by us, but you wish to return the whole order, then you will incur a Return Delivery Charge, please see Terms and Conditions for further details or contact us at sales@divan-beds.co.uk for a quote. 

 

Split Delivery

 

Please note, in some occasions a "Split Delivery" may occur, where your delivery may be split into 2 or more separate deliveries. This occurs when the full consignment does not fit on the delivery vehicle and must be delivered on the next available delivery date. This often occurs in busy periods of the year, such as Black Friday, Christmas, New Years, Bank Holidays, etc. However, please note Split Deliveries can occur in other times of the year when we and the delivery services experience a high volume of orders and deliveries. Split deliveries can occur without prior notice and against delivery dates already stated or provided by us or the delivery services. Unfortunately, we are unable to choose specific delivery times, however some of the couriers we use may provide a 3 hour time slot via text message directly to your mobile (where applicable only). This service is only available on selected products and delivery locations. 


Before placing an order with us, please read this section as this is part of our Terms of service. If your order incurs a Split Delivery and you wish to cancel your order based on this, you will be liable to pay any Return Delivery Charge's incurred. See our Returns Policy for details. 


We can request delivery for certain days (depending upon availability after placing an order), however we are unable to arrange delivery for a certain time. Therefore, please make sure you are able to be available to receive your order. 



*Certain postcodes may incur a delivery charge. However, these will be automatically applied to your total amount at the checkout page. If no charges are applied at checkout, your delivery is free.


Service Update:

 

We are aware of a small number of orders which have been sent under an incorrect name (and in some cases an incorrect invoice) as we have experienced a customer name database issue when printing & arranging deliveries. However, please note this has only affected the customer name and has not affected the order, products, specifications or delivery address as this issue has occured after the goods have been made ready for delivery. If you are unsure about whether your delivery is yours, please just confirm the delivery address is correct and ignore the name on the delivery until we resolve this issue. Apologies for any inconvenience caused by this issue. If you have any further questions, please send us an email to sales@divan-beds.co.uk.



 

For more Information see our Terms and Condition.

 

Once you have placed an order and it is ready to be shipped, you will then receive an email/phone call from our delivery department to arrange a delivery date. Please note, if you request an address change your current delivery/exchange date will no longer be valid unless we specifically confirm this is still the current exchange date. Our couriers will deliver between the hours of 8am to 8pm and deliveries are made to the communal door only. Should you require assistance in taking items inside or to a specific room, please make sure you have people who can assist you with this. If you would like to change the date of a scheduled delivery, return, collection or exchange we will require a minimum of 2 working days to make any changes. Please note, any changes subject to availability.


If your order does not arrive on the delivery date we have specified, please contact us as soon as possible, so we can investigate this for you. We cannot assist you, if you do not notify us of a failed/missing delivery.

 

Please check your order before accepting the delivery. If you accept the delivery, you are doing so on the basis the items were delivered in good condition, without missing parts or visible faults. Delivery is usually within 2 to 4 working days from day of dispatch however some products have longer delivery times. Delivery times are stated on each product page for your convenience. Where possible, our delivery services may offer a weekend delivery (at an additional cost). Alternatively, you can send us another message after placing your order and we will manually update your delivery date. Please note, delivery dates are subject to availability based on your location.

 

Our delivery services will require a contact number from yourselves. We prefer to get mobile numbers but a landline number will also be beneficial. If you would like to be called on another number or would like to add a number please email us at sales@divan-beds.co.uk.

 

Please note, we do not provide guaranteed delivery dates/times, all delivery dates and times are estimates. Please bare in mind that on rare occasions items may not be available for delivery within this time frame or within the estimated time window which may have been provided by the couriers (where applicable). 

 

If your order arrives with an issue, you must let us know within 48 hours of delivery by contacting us. We will require an email sent to sales@divan-beds.co.uk with clear images of the any issues. Along with this we require clear description identifying which products have issues. We can then investigate the matter with the delivery services and/or our warehouse and manufacturing team. 


For more details please see our Terms & Conditions. 



 

Delivery to Northern Ireland


Unfortunately, we do not currently offer delivery to Northern Ireland. However, we can deliver to a UK address, from which you can arrange your own courier services. Please email sales@divan-beds.co.uk if you require more information.

 


 

Delivery to Off Shore Locations


Unfortunately, we do not currently offer delivery to any off-shore locations. However, we can deliver to a UK address, from which you can arrange your own courier services. Please email sales@divan-beds.co.uk if you require more information.

 


 

International Buyer?


If you require delivery to a country outside of the UK, this must be arranged & paid for by yourselves. If you are confident in arranging your own delivery method then contact us for product weight, size and other collection details. To enquire please e-mail sales@divan-beds.co.uk with all the relevant details. See our Terms & Conditions for more information.

 


 

Returns, Exchanges and Refunds


Please note that for a return to be accepted or a refund to be given; all items must be returned within 7 days of delivery with prior notice in writing to sales@divan-beds.co.uk

 

If your order has already been dispatched/shipped within the UK and you wish to cancel you order you will incur a cancellation delivery charge of up to £79 for all orders. This is the fee charged to return you order to our warehouse for a refund. Please note our standard delivery times apply to all exchanges and returns, meaning it can take up to 12 working days or more in some cases. Returns from outside the UK must be paid and arranged for by the buyer only.

 

Items must remain in their original packaging. If an item has been removed from their original packaging or have been assembled it will no longer be accepted for a return or exchange.
All items must remain in their original packaging. If an item has been assembled it will no longer be accepted for a return.
If an item is assembled and then disassembled and placed back into its original packaging it will still not be accepted for a return.
Items or parts that are faulty or damaged will be exchanged - however items must be signed for as damaged upon delivery - or alternatively the delivery should be refused. Once the new parts have been sent, the items will be considered as in working order and fit for use. If you wish to return the items at this point then the terms and conditions outlined above apply.
Divan-Beds.co.uk must be notified of damaged and/or faulty items within 48 hours of delivery or no exchange or refund can be offered.
Please check items on delivery, as some items are fragile and can break.
If Divan-Beds.co.uk has been informed of items arriving damaged, an exchange can be arranged.
If you receive your items damaged we will replace them for you. However, if you choose to return the items and cancel you order at this point, a collection charge will be applied and deducted from the amount you are refunded. This fee is chargeable in line with all UK consumer laws and regulations.


 For more Information see our Terms and Condition.