Returns & Refunds

1. Amendments

Please contact us to change or amend your order within 24 hours of placing your order on 01922 636 682 or email us sales@divan-beds.co.uk where the team will be happy to help you with your order. If you are unable to get through on the phone, please contact us via email or online chat (icon available on your bottom right).


Please note, for returns, cancellations or any type of order changes we will need this in writing in the form of an email to sales@divan-beds.co.uk or simply reply to your order confirmation email. 


2. 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
  • Refunded - Your order has been refunded, see Comments sections for further information.

2.1 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 that you want a refund. A full refund will be issued within 6 working days of your request for a refund. 


2.2 Order Has Been Processed

If your order has been Processed and you wish to cancel you order you will incur an Admin Cancellation Fee of £29 OR 5% of the transaction value (whichever is larger) on all orders. Your remaining refund will be issued within 10 working days.


2.3 Orders Has Been Shipped or Delivered

Before placing an order, please make sure you have checked the Delivery timescales listed on the product and you have read our Delivery Information page. If you place an order and are unable to take the time to accept delivery you will be liable to pay a Return Delivery Charge from £49 to £249 (not limited to £249).


If you wish to return an item, you must let us know within 14 days of delivery of your goods. Your return items will need to be returned to us within this time frame. If you contact us after this time frame or return any items outside of this time frame, we may decide to refuse your return. If your order has been shipped or delivered and you wish to cancel or return your order within the 14 days time you will incur a Return Delivery Charge from £49 to £249 (not limited to £249), please contact us for a quote via email to sales@divan-beds.co.uk or request a return here (you will also need to send us a written request via email regarding any return). If you wish to cancel or return your order based on a Split Delivery (partially delivered across 2 or more deliveries), then you will be liable to pay this Return Delivery Charge. The return will take approximately the same time as the original product delivery time. Once we have received the goods back, they will be inspected before a refund is issued. This can take up to 15 working days. 


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. 


If you have received your goods and would simply like to exchange them for other products, please contact us for a quote as the cost will vary between products, time of year and your address. Contact us via email at sales@divan-beds.co.uk or reply to your order confirmation email.


2.4 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 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 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. Do not attempt to fix any issues 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 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 faulty parts which we can be replaced 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 or request a return here


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.


3. Delivery, Exchange or Returns Service


3.1 Time Frame for Delivery, Exchange or Return

Delivery, Exchange or Return times will be the same 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 if your are unsure check the product page for the item(s) you are returning. 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. 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 of up to £49 per failed attempt for delivery, exchange or return (collection). 


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). 


We use a Specialist Furniture Delivery Service for quick & efficient deliveries. Our couriers will deliver between the hours of 8am to 8pm. Unfortunately, we cannot request delivery times for our items therefore the delivery is considered an all day appointment. Delivery is ONLY to the communal door of the property, should the delivery services assist you any further - this is at their discretion only. We can request certain days delivery as long as we are advised this before your order is Processed or at least 48 hours before delivery date. If you wish to return your order to us, please contact us for information of our returns depot. If you are arranging your own return, we must be provided with tracking details and we must be able to track the return. 


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


3.2 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


3.3 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. 


For more information see our Terms and Conditions page