Divan Beds UK is a family run business, providing the best possible services with honest prices. Divan Beds UK is the trading name of Furniture Front Ltd, Company Number 11103275, VAT Number GB294634275. Registered office address: 4th Floor 18 St. Cross Street, London, England, EC1N 8UN. All transactions are subject to the following terms and conditions.

1. Electronic Communications

When communicating with us we prefer to use email as we provide a 24 hour email customer services response team. Please be aware we received thousands of emails per day and we aim to respond to all emails within 24 hours (excluding Bank Holidays and weekends). So we can maintain this level of service if you send more than one email from an email account only the first email within the 24 hour period will be responded to. Please take this into account when making order amendments, cancellations or anything else. 

You agree that all agreements, notices, disclosures and other communications that we provide to you electronically satisfy any legal requirement that such communications be in writing.

2. Copyright

This website, and all its content including but not limited to text, images, logos, icons, buttons, data compilations and software is the property of DivanBeds.co.uk or its content suppliers and protected by international laws. The compilation of all content on this site is the exclusive property of DivanBeds.co.uk and protected by international copyright laws.

3. Your Account

In using this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, laptop or any other place that you have saved your account information or are set to automatically log in. You agree to accept responsibility for all activities that occur under your account.

DivanBeds.co.uk reserves the right to refuse service, terminate accounts, cancel orders and remove or edit content at their sole discretion.

If you do post content or submit material, and unless we indicate otherwise, you grant DivanBeds.co.uk and its affiliates a nonexclusive, royalty-free, perpetual, irrevocable, and fully sub-licensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content throughout the world in any media.

You grant DivanBeds.co.uk the right to use the name that you submit in connection with such content, if they choose.

You represent and warrant that you own or otherwise control all of the rights to the content that you post; that the content is accurate; that use of the content you supply does not violate this policy and will not cause injury to any person or entity; and that you will indemnify DivanBeds.co.uk for all claims resulting from content you supply.

DivanBeds.co.uk has the right but not the obligation to monitor and edit or remove any activity or content.

DivanBeds.co.uk takes no responsibility and assumes no liability for any content posted by you or any third party.

4. Comments, Reviews, Communications and Other Content

Visitors may post reviews, comments, and other content; and submit suggestions, ideas, comments, questions, or other information, so long as the content is not illegal, obscene, threatening, defamatory, invasive of privacy, infringing of intellectual property rights, or otherwise injurious to third parties or objectionable and does not consist of or contain software viruses, political campaigning, commercial solicitation, chain letters, mass mailings, or any form of "spam".

You may not use a false e-mail address, impersonate any person or entity, or otherwise mislead as to the origin of a card or other content. Divan-Beds.co.uk reserves the right (but not the obligation) to remove or edit such content, but does not regularly review posted content.

5. Product Descriptions

5.1 Product Descriptions

Divan-Beds.co.uk attempt to be as accurate as possible. However, Divan-Beds.co.uk does not warrant that product descriptions or other content of this site is accurate, complete, reliable, current, or error-free. If a product offered by DivanBeds.co.uk itself is not as described, your sole remedy is to return it in unused condition. Items which have have been used or removed from their packaging will incur return charges outlined in section 6.

All dimensions indicated are approximates only; we reserve the right of technical changes, subject to errors and omissions. Most of our products are handmade so the dimensions can vary up to 5 inches, please bear this in mind before placing an order. If you have any questions, please email us before placing an order at sales@divan-beds.co.uk

5.2 Product Images

Product images on DivanBeds.co.uk are provided by our specially selected and approved manufacturing depots. If you receive a product which you believe is unlike the image or incorrect, please always check the product description & images for further details before contacting us. Our products do change over time and we list updates or product differences in the product description sections or using extra images on the product page where possible. Please note, mattress stitching, colours and patterns can vary to the product images. Our products including mattresses are mostly hand made to order here in the UK. There may be additional or loose stitching on new mattresses which is completely normal. These loose thread should simply be carefully cut away with scissors, these are not defects and is completely normal with newly made products. If you wish to request a return on loose or additional threads you will incur a Return Delivery Charge outlined in section 6.

However, Divan-Beds.co.uk does not warrant that product images or other content of this site is accurate, complete, reliable, current, or error-free. If a product offered by DivanBeds.co.uk itself is not as described, your sole remedy is to return it in unused condition. Items which have have been used or removed from their packaging will incur return charges outlined in section 6. 

5.3 Product Pricing & RRP

We reserve the right to remove, change and alter product prices at any time. Products may be removed for the pricing errors to be fixed and the listing may or may not be reinstated. Please note, in case of a pricing error, your order will be cancelled and fully refunded and you will be informed of the reason for the cancellation. We reserve the right to cancel and refuse any order. All RRP (recommended retail prices) on DivanBeds.co.uk have been calculated from direct manufacturer provided information. Information used from 3rd party resellers who sell the same item/components/parts at a retail price, the products are usually sold under another name. Our RRP prices are as accurate as possible and reflect the retail price for the same or similar item sold by us, our competitors, or affiliated retail buyers. A product RRP can be derived from the retail price of each component/section of a bed set sold separately by us, our competitors, or affiliated retail buyer. However, Divan-Beds.co.uk does not warrant that product descriptions or other content of this site is 100% accurate, complete, reliable, current or error-free. If a product offered by DivanBeds.co.uk itself is not as described, your sole remedy is to return it in unused condition for a refund, see section 6 for details. Items which have have been used or removed from their packaging will incur return charges outlined in section 6.

6. Returns, Exchanges and Refunds (United Kingdom Orders)

Order statuses regarding delivery are:

• Processing - Your order has been placed and is being processed
• Processed - Your payment has been accepted and your order has entered the manufacturing stage
• Pending - There is a problem with your order, see Comments sections for further information.
• Shipped - Your order has been shipped and is on its way to you. Orders are normally dispatched at morning times and delivery updates are sent later in the day/li>
• Refunded - Your order has been refunded, see Comments sections for further information.

6.1 Order Not Been Processed

If your order has not been Processed, we will issue you a full refund you as soon as you let us know via email that you want a refund. A full refund will be issued within 6 working days of your request for a refund. If you wish to contact us regarding your order, please note our Customer Services office hours are 9am to 5pm. If you need to cancel an order out of these hours, please use the return form here and along with this you will also need to sent an email (both are required for out of hours cancellations). 

6.2 Order Has Been Processed

6.2.1 Non-Handmade/Personalised Products

If your order has been Processed and the product is not a handmade/personalised product and you wish to cancel you order your order  you will incur an Admin Cancellation Fee of up to £49 OR 10% of the transaction value (whichever is larger) . Please make sure to email us right away before your order is dispatched. 

6.2.2 Handmade/Personalised Products

If your order has been Processed and the product is a handmade/personalised product and begun the manufacturing process but you wish to cancel you order you will incur an Admin Cancellation Fee of up to £75 OR 20% of the transaction value (whichever is larger) on all handmade/personalised orders. If your order has been processed for more than 2 days, the Admin Cancellation Fee can be higher, in this situation please contact us via email to get a quote. Your remaining refund will be issued within 10 working days. If your order has finished the manufacturing process it may not be eligible for a cancellation/refund, contact us via email for a quote. 

6.3 Orders That Have Been Shipped or Delivered

To initiate a return, you must inform us within 14 days of receiving your items. Returns must be sent back within this period; otherwise, we may refuse the return if contacted later. If you wish to cancel or return your order after it has been shipped, a Return Delivery Charge will apply, ranging from £49 to £249. For a specific quote, please email us at sales@divan-beds.co.uk, including images of the items. Additionally, if you cannot accept delivery of your order, the same Return Delivery Charge will apply. In cases where delivery is attempted but no one is available, a Failed Delivery Charge will be incurred, varying from £49 to £149 depending on the delivery location and items ordered.

If you decide to cancel or return your order due to a Split Delivery, which involves receiving items in two or more shipments, you will be responsible for the Return Delivery Charge. The return process will generally require a similar timeframe as the initial delivery. After we receive the returned items, they will undergo an inspection prior to processing your refund, which may take up to 15 working days.

All items intended for return must remain in their original packaging and in an unused, unassembled state. If any items are found to be used, assembled, or removed from their packaging, the return may be refused, or a Re-Packaging Charge of up to £149 may apply, based on the specific items and collection location. Should items be inspected and determined to have been used, they may be destroyed, and a refund will not be issued. Returns, exchanges, or deliveries will only be processed from the original delivery address. Changing the delivery address after dispatch will incur an additional fee ranging from £49 to £249, depending on the items and the new address.

If you wish to exchange your received goods for different products, please reach out to us for a quote, as costs may differ based on the products, the season, and your location. You can contact us by emailing sales@divan-beds.co.uk or by responding to your order confirmation email.

6.3.1 - 14 Day Money Back Guarantee

We provide a 14-day money-back guarantee, subject to certain conditions. Prior to placing an order, please verify the delivery timelines specified on each product page. This guarantee covers products that are not as described, damaged, or incorrect. However, if the items delivered are in good condition and correspond to your order, the guarantee will not be applicable. All items must have their original packaging intact for a return, regardless of their condition. Items lacking the original packaging will not be eligible for return or exchange.

6.4 Orders Has Been Delivered with Faults or Problems

To minimise these problems and to make the process of an exchange quicker, please always open & check your order before accepting or signing for 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. 

If your order arrives with an issue, you must let us know within 48 hours of delivery by by contacting us & providing images as evidence. We also ask as & signing for the items with the issues you are raising, if you contact us after this time frame, the product is deemed to be in your care and any issues incurred after will be the responsibility of the buyer. These such items may not be eligible for a return and/or exchange. Please be aware, we do not consider "noises" from beds or mattresses as faults or issues, primarily those which are constructed using wood, metal or both. Beds or mattresses which are advertised to be "silent" would be an exception. 

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. If your issue is damages, then we will require images of the items in still in their original packaging and damages caused to the packaging as well - this will be investigated with the delivery services. We will endeavour to replace or exchange the affected items. Please note, issues with any complimentary dust sheets or black or white lining fabric (dust sheet) attached to areas of the product not visible during usage is not considered a fault or damage to the product itself - a return requested on this would incur a Return Delivery Charge from £49 to £249 (not limited to £249). Do not attempt to repair or modify any parts of your our product unless we have instructed you to do so or we will refuse collection or exchange of goods which have been tampered with. We can then investigate the matter with the delivery services and/or our warehouse and manufacturing team. This investigation can from 2 working days to 5 working days, if the couriers advise items were delivered in good condition and signed for with no visible damages, we may refuse collection or exchange with this signed Proof of Delivery form.

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. In the event of your delivery being unsuccessful, not delivered in full or any other issues, you must make sure you are able to take time to accept further deliveries, exchanges or collections dates. If you are unable to accept redelivery, you will be liable for a Return Delivery Charge from £49 to £249 (not limited to £249). In the event we are unable to confirm specific days or times - all our deliveries, exchanges or collections are deemed all day appointments and we do not state otherwise unless we have advised you directly or you have been updated by the delivery services.

If you have ordered more than a single item and only some items have incurred a damages but you wish to return any non-damaged items - you will incur a Return Delivery Charge from £49 to £249 (not limited to £249) on the non-damaged items only. 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. If your order arrives with any damaged/missing/faulty parts (or which were not identified or raised with the delivery services before accepting the items), should these be small and/or replaceable parts but you wish to return the whole order, then you will incur a Return Delivery Charge of £49 to £249 for the non-damaged or non-faulty parts only, please contact us for a quote via email to sales@divan-beds.co.uk. 

All goods you wish to return must be in their ORIGINAL PACKAGING and still in an UNUSED and UN-ASSEMBLED condition. Should any goods be used, assembled or removed from their original packaging, a return may be declined or a Re-Packaging Charge of up to £149 will be incurred, depending upon the goods and collection address. If items have been inspected and are found to have been used, the goods may be destroyed and a refund will be declined. We will only collect goods from the original delivery address. 

Once your order has been collected, please contact us right away via phone or email. Our warehouse team will then confirm receipt of the goods & all parts are present, unused and still in original packaging. You will be refunded back to your original payment method only. Refunds can take up to 7 working days to appear back to your payment card (this time-frame varies between banks).

If you bought the item as part of a linked saving offer (e.g. 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 return the bed in the given example, you will be refunded only £799 to cover the price of the bedding as you no longer qualify for the offer. If you participated in a 'multi buy' offer (e.g. 3 for the price of 2) and return part of this order then any saving that you would have made will be deducted from your total refund.

6.5 Multiple Returns and/or Cancellations

Please note, in the case of 2 or more product returns and/or cancellations from the same delivery address will result in your IP address and billing/delivery addresses have all been added to FF Group blacklist for any future furniture related orders from us, a partner, affiliated company or reseller. Any such orders will be refused, cancelled and refunded in full without prior notice. You are unable to dispute this action and this may affect your credit.

If you have not ordered from us before and your order has been cancelled & refunded without notice - your address or IP address may have previously been blacklisted.

If you have any questions, please send an email with your name, address and any supporting documentation to creditcontrol@DivanBeds.co.uk

7. Returns Service

7.1 Returns Timescales

Please note the booking time frame for a return/exchange will be approximately the same as the original delivery timeframe listed on the product page. In some cases it can take longer however we will inform you of the collection date at least 1-2 days beforehand via email or text. Please bear this in mind before placing an order or before requesting a return/exchange.

Once booked most Deliveries, Exchanges or Returns will be the same time frame as the original delivery time frame as stated on the products page, this is usually within 5 working days for most of our items however it can take longer in some rare occasions. If your are unsure check the product page for the item(s) you are returning. However, please note if the item is delivered damage/faulty or another issue is being investigated then there may be an additional period of time for this to take place before any resolution can be offered. For Returns, please note that an additional 5 working days (from our receipt of the goods) will be required for our depots to inspect the goods and make sure we have received all parts in the condition which they were sent back in and the condition we were aware of before a refund is issued. 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. Should a delivery, exchange or return fail due to customer error, you will incur Failed Courier Service Charges (Failed Delivery Charge) of £49 to £249 per failed attempt for delivery or exchange. This would not include the Return Delivery Charge which would be incurred in the failure or refusal to pay any outstanding Failed Courier Service Charges.

Delivery or return of certain items can take longer, however all delivery times frames are clearly stated on the product page under the Delivery tab. This is calculate from day of dispatch, our delivery service also delivery over weekends (subject to availability based on your location). 

7.1.2 Returns Services

We use a Specialist Furniture Delivery Service for quick & efficient deliveries. Our couriers will deliver/collect between the hours of 8am to 9pm. Unfortunately, we cannot request delivery times for our items therefore the delivery is considered an all day appointment. Delivery/collections is ONLY to the communal door of the property, should the delivery services assist you any further - this is at their discretion only. If the original packaging is unavailable and a return has been approved, you are required to completely disassemble the items and get them ready for return. Please provide images to assist us in arranging suitable packaging for the items. This step is necessary only when the original packaging is not accessible.

Please be aware that some mattresses may be required to be rolled/vacuum packed only to certain locations across the UK. If you are unsure about your location, please contact us vie email at sales@divan-beds.co.uk before placing an order. 

Please make sure you or someone you have know can be available to accept the delivery and bring the goods inside. 

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

7.2 Cancellation of Delivery

If your order has been Shipped or has been dispatched and you wish to cancel this then a Return Delivery Charge of £49 to £249 (not limited to £249) will be incurred. This charge is applied as the order has already left us and is on route to you, we will need to book a Return Delivery of the goods dispatched and the charge quoted by the couriers will be deducted from your refund upon return of the goods.

If you request a cancellation of the order or delivery before it has been delivered, we will require a cancellation report directly from the couriers in writing to confirm that no items have or will be delivered and the reason for any attempted failed deliveries. All goods must be returned back to us before a refund will be authorised and issued. If deliveries have been attempted, each delivery attempt will incur a minimum of £49 Failed Delivery Charge. For times frames on returns, see section 3.1 Time Frame for Delivery, Exchange or Return.  Please contact us for a Return quote via email to sales@divan-beds.co.uk

7.3 Cancellation of Exchange

Once  you have contacted us regarding a damaged or faulty item, we will endeavour to exchange those items or parts first.  Should we be in the process OR already booked the exchange with the couriers and you request this to be cancelled. You will then incur an Exchange Cancellation Charge of £49 to £249 (not limited to £249). 

We will endeavour to exchange faulty parts wherever possible. If your order arrives with any faulty parts which we can be replaced but you wish to return the whole order or remaining parts/items, then you will incur a Return Delivery Charge of £49 to £249, please contact us for a quote via email to sales@divan-beds.co.uk or request a return here. 

All goods you wish to return must be in their ORIGINAL PACKAGING inside and still in an UNUSED and UN-ASSEMBLED condition. Should any goods be used, assembled or not in their original packaging, a return may be declined or a Re-Packaging Charge of up to £149 will be incurred, depending upon the goods and collection address. If items have been inspected and are found to have been used, the goods may be destroyed and a refund will be declined. We will only collect goods from the original delivery address. 

7.4 Returning Your Own Items

All products must be returned to us in their ORIGINAL PACKAGING and still in an UNUSED and UN-ASSEMBLED condition within 14 days of delivery. Before you can return your items to us, please make sure you have contacted us via email at sales@divan-beds.co.uk and requested a Return Merchandise Authorization number (RMA), you will also need to details of the Returns Depot which the item must be returned to. All product(s) you wish to return must be returned via a Tracked method which includes insurance up to the value of the order, so all parties can track the return of the product(s). Do not return any product(s) in person to any depot as this will invalidate your return/refund and we will not be able to guarantee receipt of the product(s). Different product(s) will need to be returned to different Returns Depots from which they originated from. You may still incur a Return Delivery Charge or a Restocking Charge of £49 to £249 (for each product if there are more than one) even if you arrange your own return, as this incorporates all charges to do with us accepting your return back into stock and issuing your funds back. If you are not sure, please contact us via email for a quote. 

Please make sure you have considered the following before arranging your own return:

• All goods you wish to return must be in their ORIGINAL PACKAGING and still in an UNUSED and UN-ASSEMBLED condition. Should any goods be used, assembled or removed from their original packaging, a return may be declined or a Re-Packaging Charge of up to £149
• If items have been inspected and are found to have been used, the goods may be destroyed and a refund will be declined
• All separate packages have been clearly marked with your RMA reference (contact us via email to request this)
• Your return can be tracked and we are provided sufficient tracking information along with relevant insurance for the full value of the order paid
• You will be liable for any items arriving damaged to us, should your items arrive damaged they will be destroyed and a refund will be declined
• You may still incur a Return Delivery Charge even if you arrange your own return, as this incorporates all charges to do with us accepting your return back into stock and issuing your funds back. If you are not sure, please contact us via email for a quote. 

7.5 Assembly Service

We offer assembly service only to selected areas of the UK and for only some products. You will need to place your order and let us know this requirement in the Comments section on the Checkout page. We will then be in touch to advise if this service is applicable to your area or products ordered.

The costs for this service will vary from £49 to £89+ upwards (non-refundable) and a specific quote will be provided on a per order basis. Please be aware of the following before requesting this service:

• If you have not purchased any disposal service for your old furniture/bed, only packaging from your new bed/mattress being assembled will be removed
• There must be sufficient room to bring your old bed/mattress into the property
• There must be sufficient room to assemble your newly purchased products
• There must not be any obstacles which would obstruct the service men from a route to and from the road to your room of choice for your newly purchased products
• If for any of the above reasons the service men are unable to provide this service, the cost of this service must be paid again & a Failed Delivery Charge of £49 may be incurred

8. Returns, Exchanges and Refunds (International Orders - Outside UK Only)

Please note that for a return to be accepted or a refund to be given; all items must be returned within 14 days of delivery of your order, with prior notice in writing to sales@divan-beds.co.uk. In the event of your delivery being unsuccessful, not delivered in full or any other issues, the you must make sure you are able to take time to accept further deliveries, exchanges or collections dates. In the event we are unable to confirm specific days or times - all our deliveries, exchanges or collections are deemed all day appointments and we do not state otherwise unless we have written to you directly or you have been updated by the delivery services. We do not accept returns for items outside of the 14 days returns period. If you feel there is an issue with the item please contact us to resolve.

We cannot accept refunds for delivery to international locations. This is because we are not insured to deliver outside the UK, therefore the buyer is responsible for the goods once they have left our warehouse.

The buyer must arrange their own courier services for deliveries and returns. All delivery costs and the responsibilities accompanied must be covered and paid for by the buyer. Your order will be confirmed in new condition before dispatch for your notes. If your order is damaged in transit, we cannot offer you a refund as you are arranging the delivery and therefore responsible for your order once it has left our warehouse. If there are manufacturing faults to any items, we can send them to you free of charge however, delivery costs must be paid by the buyer.

9. Risk of loss

9.1 Loss of Earnings

All our deliveries are considered all day appointments from 8am to 9pm and delivery is ONLY 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. 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.

Before placing an order you must accept the possibility of failed deliveries, damaged, faulty items, incorrect items or any other issues which can prevent the delivery and/or render the goods unusable. In these circumstances, please contact us within 48 hours to resolve. 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. All goods you wish to return must be in their ORIGINAL PACKAGING or placed back inside and still in an UNUSED and UN-ASSEMBLED condition. Should any goods be used, assembled or not in their original packaging, a return may be declined or a Re-Packaging Charge of up to £149 will be incurred, depending upon the goods and collection address. We will only collect goods from the original delivery address. 

9.1 Compensation and Partial Refunds

We do not reimburse or compensate for any loss of earnings, time taken off work, failed deliveries/collections/exchanges (of any kind), missed deliveries, rescheduled deliveries, damaged/faulty/incorrect goods delivery,hotel/accommodation fees or any other type of loss incurred from your order placed with us. Any delivery related losses should be taken up with the delivery services directly. Any damaged/faulty/incorrect goods delivery, should be reported to us to resolve for you. These items should be refused and NOT accepted or signed for from the delivery services. We also ask you not to remove any old beds or mattresses until you have received your replacements from us. Delivery issues can occur and on these occasions we do not want you to be without a bed or mattress, we also do not compensate for these circumstances. 

If you do not accept the Risk of Loss stated here, please do not place an order or contact us beforehand if you wish to clarify anything here.

In certain circumstances where DivanBeds.co.uk offers you a Partial Refund or compensation of any kind, this is at our discretion only and we will only offer an amount to resolve any and all issues pertaining with the your order placed with us. All items purchased from DivanBeds.co.uk are made pursuant to a shipment contract. This means that the risk of loss and title for such items pass to you upon delivery to the customer. Should you accept a partial refund or compensation of any kind, it is on the basis there are no further issues. Should you accept a partial refund or compensation & then go on to leave us negative feedback on a social media page, review platform or any other public forum - this will void your product guarantee. As we reserve the right to void guarantee on products for customers who have been unfaithful or pro-actively attempt to damage our company name or image. You and/or your property will be blacklisted by the Furniture Front Group and all affiliated companies, resellers & affiliates. Should you reorder from a one of our sister companies, resellers or affiliates your order may be cancelled and refunded and your service refused without confirmation or approval from the buyer.

10. General Data Protection Regulation (GDPR) Compliance and Data Protection

10.1 Order Information

In compliance with new data protection laws which have come in to place on 25th May 2018. Divan-Beds.co.uk does not hold any extra information apart from the data you provide us during your purchase on this website. We hold your delivery address, billing address, name, phone number, email address and IP address at the point of purchase to better identify you and for security checks. This information is used to process your order and is passed on to the delivery services to arrange your delivery only. We do not sell or redistribute your details to any 3rd party for any other reason but to provide you with a service or product.

10.2 Online Chat Support

When using our online chat function your IP address is held and is used to match to your order for security reasons. Your IP address and chat conversation transcript is saved and is listed against your order so we can provide you with a better service and order history during future conversations.

If you do not agree to this, please email us for support instead at sales@divan-beds.co.uk

10.3 EU Cookie Policy

DivanBeds.co.uk is a Limited Company and is the trading name of Furniture Front Limited - Company Number 11103275 - VAT Number 294634275

We completely adhere to the cookie law which requires websites to gain consent before storing cookies on users computers was passed in the UK in May 2011. On our website we only store cookies for analytics purposes - for example we track how many people come to our website per day, etc. We DO NOT use intrusive or illegal methods for cookie use and we believe every human has the right to privacy wherever it may be, which is why you can "opt-out" using the pop-up on the homepage which appears on your first visit or the "Privacy settings" tab, which appears on the bottom left of every page on our website.

If you have any questions or concerns please do not hesitate to contact us at sales@divan-beds.co.uk

11. Order Security & Data Protection

We try to process orders as fast and securely as we can. All information you provide us is not shared with any third party other than the delivery services and/or manufacturers or suppliers. We fully comply with the UK Data Protection Act 1998.

12. 100% Safe & Secure Payments

Our website and all pages are fully SLL Encrypted and payments are taken through a secure payments gateway service. We accept all major UK Debit or Credit Cards and we now also accept Google Pay & Apple Pay payments. 3-D Secure has been enabled for all transactions for added security (required). None of your personal information will be shared with any 3rd party and is only made through our payments providers. We fully comply with the UK Data Protection Act 1998 & fully PCI Compliant.

13. Price Match Guarantee / Best Price Guarantee

We can price match any competitor/supplier price as long as the product and product features & services match or exceed our product and/or service. Price match application must be made before placing an order, you cannot request a price match after an order is placed. Please note, the product, its features, materials and delivery time-scales must match or exceed the quality and service we provide for a price match to be successful. We do not offer price match for products hosted on auction website or websites where the public can upload products for obvious reasons. 

For example, if competitors product is not 100% cotton OR does not contain the same fillings OR delivery times are longer OR the description does not specify these features and/or services, we cannot price match this for you. You must claim for a Price Match prior to placing an order and obtain a Price Match Coupon Code. Please make sure you have read the above before claiming for a Price Match Coupon Code. 

14. Mistreatment of Product

Mistreatment of any product purchased from us will immediately void any guarantee, warranty, cover & we may refuse an exchange or return based on this. This includes (but not limited to) the following:

• Using a mattress without bed linen
• Using smaller size bed linen than your mattress size
• Subjecting the product to excessive wear and tear, for example sitting on a mattress edge for a long time
• If your mattress is "2 sided mattress" (both sides are the same) then it should be rotated at least once per month
• If your mattress is "Non-Turn" then it should be rotated at least once per month
• If your mattress is 'Non-Turn' you should use the sleeping surface only (the side with the mattress label or the softer side) 
• Using a mattress on an old or unsuitable base, or a surface for which it was not designed. Rolling or bending a mattress
• Overloading the drawers in a bed base - overloading may cause distortion or damage to the drawers and may also cause them to jam. Therefore, smaller drawers should not be loaded in excess of 7 kg, and standard drawers – 15 kg
• Improper assembly of a bed frame, divan bed base or headboard causing any part to split or break
• Improper unpackaging of products - do not open packaging with sharp objects - this will cause damage to the product
• Do not drag the product in any way - ask for assistance and lift off the ground whilst moving it

15. 3 Year Guarantee 

Starting July 5th 2022 particular items are covered under a 3 year manufacturers guarantee, this will be listed in the product page. Items purchased before this date will not come with a guarantee. This only covers manufacturing faults, nothing else - this includes any faults incurred whilst making the items. This does not cover accidental damage, wear & tear or any damages/faults which were incurred after delivery of the goods. The guarantee begins from the purchase date of the goods as delivery times vary between each product. All claims should be made in writing to the direct manufacturer of the relevant product, details of which will be provided upon request of a claim. 

15.1 Issues Covered

• Manufacturing faults, nothing else - this includes any faults incurred whilst making the items. This does not cover accidental damage, wear & tear or any damages/faults which were incurred after delivery of the goods. The guarantee begins from the purchase date of the goods as delivery times vary between each product. 

15.2 To Make a Claim

• Claimant name and address
• Order number & full description of complaint
• Weight of product user(s)
• The type of care has been taken of the product over its time being used
• Clear images showing the defect - the images must clearly show to defect (with measurements)
• We must be able to identify the item is our product from the images - FULL VIEW item images required
• A compulsory Excess Fee of up to £150 must be paid (for each product or part from product - if more than one) on each successful claim - the payment must be made on approval of product or part replacement only

Please note, some products including budget divan sets are not eligible for this guarantee. Products which have product codes beginning with 3, 4, 5, R and D are not eligible for this guarantee. We do not provide this guarantee on mattresses of any kind even if purchased with a luxury bed or other eligible product, the guarantee will be limited to the eligible product only. We will decide whether you will require a replacement product or a replacement part using the information you have provided. 

For a claim to be made under this guarantee, we require from you images of the damaged/faulty areas along with an in depth description of how the damaged occurred and how the item has been used. This information will be assessed by our technical team and a decision will be made to either replace the goods or repair the goods. However, if we feel that gross misconduct or items have been used other then their intended purposes, we reserve the right to refuse any service provided under this guarantee. Upon a successful claim, there will be an Excess Fee of up to £95 to be paid upon each individual product claimed on this 3 Year cover. 

15.3 Invalidating the Guarantee 

For a claim to be made under this guarantee, we require from you images of the damaged/faulty areas along with an in depth description of how the damaged occurred and how the item has been used. This information will be assessed by our technical team and a decision will be made to either replace the goods or repair the goods. We will decide whether you will require a replacement product or a replacement part using the information you have provided. However, if we feel that gross misconduct or items have been used other then their intended domestic purposes, we reserve the right to refuse any service provided under this guarantee. Upon a successful claim, there will be an Excess Fee of up to £95 to be paid upon each individual product claim on this 12 month cover. 

16.4 Invalidating the Guarantee