Shipping policy

PLEASE READ THE FULL INFORMATION BELOW PRIOR TO PLACING THE ORDER.

1. Select Your Product Variations

2. In The Notes Provide Us With Any Further Relevant Info

3. Proceed To Checkout & Purchase Your Product

4. Order Complete Now Sit Back And Relax Whilst We Work Hard To Manufacture Your Product And Arrange Delivery & Dispatch

5. Quality Checked Prior To Being Sent To Our Delivery & Dispatch Warehouse

6. Delivery & Dispatch Team Will Make Direct Contact Providing Delivery Info

7. On Day Of Delivery Driver Will Contact At Least 30 Minutes Prior To Delivery

Delivery & Shipping Info

The vast majority of our products are handmade to order therefore during busy periods delivery may take slightly longer. We use private couriers as well as national couriers this is to ensure an effective prompt delivery service. Where applicable we will provide a tracking number. However deliveries that are carried out by private couriers may not have a tracking number.

Please note fragile and heavy items will need to be sent via specialist couriers. The reason for this is to ensure safe delivery and minimise damages. This may take longer than our expected delivery dates however we always aim to meet our delivery guidelines and ensure deliveries are completed in a correct and timely manner. Please note that if you are not in couriers may attempt to leave items with a neighbour.

A Confirmation e-mail is usually sent once your order has been dispatched. Collection from our factory is also available however we request that customers contact us prior to collection to ensure goods are in stock. We request ALL customers to provide a valid contact number when ordering which can be passed to the couriers. If this is not received this may result in a delay as couriers may not carry out delivery until this is provided.

All deliveries are to the front door of your property (the couriers are not insured to enter private residences in case of a trip/fall or damage to your personal belongings). If you reside in a block of flats delivery is to the ground floor of the building only. We always aim to meet our delivery guidelines and ensure deliveries are completed in the correct. Where a delivery date has been arranged and agreed and the customer is not present to receive the delivery the couriers may charge a fee to cover the cost of a failed delivery.

We strongly advise you do not dispose of your existing bed until you have received and fully assembled your new bed. Simple self assembly is required. All fixtures and fittings come pre-fitted on the beds. All the bed parts simply attach together.

All items are dispatched as complete consignments. However there are instances where consignments are split and delivered on different days. This is not a common occurrence nor usually the case however there is a possibility.

Please note that Sleep Village and our contracted delivery teams require a signature at time of delivery. However if you are not present at time of delivery and request goods to be left with a neighbour or in a safe location these requests must be made via our customer service team and we accept no responsibility and goods are left are customers risk.

Deliveries are usually carried out Monday - Friday. However Should you require any specific requirements with regards to delivery such as weekend delivery, specific date or a 2 man delivery to a room within your property we may be able to accommodate this. However this must be agreed and discussed prior to delivery and additional charges may apply. We request you make such requests via e-mail and prior to ordering to ensure we can meet your requirements.

We may offer specified day deliveries if you are unable to accept delivery on certain days do alert us and we will help you in every way possible, if you have missed the delivery our drivers will leave a card, please contact us to reschedule.

At SleepVillage, we offer a speedy delivery service, certain postcodes have slightly longer lead time compared to others, please check to see if your postcode is listed below.

Delivery Costs, Restrictions & Lead Times

Standard Delivery To The Majority Of UK Mainland is FREE. Postal Surcharges Apply To Certain Postcodes. The Following Postal Codes May Incur Delivery Surcharges.

Zone A – LD, LL, SY, SA, NR, IP, CO, SS, ME11-12, CT, TN, PO, SO, SP, BA, BH, DT, TA, LA, CA, DG, KA, FK, KY – 5-7 Working Days From Dispatch

Zone B – PA, PH, DD, AB, EX, PL, TQ, TR – Up To 10 Working Days From Dispatch

Zone C – IV, KV, KW – Up To 10 Working Days From Dispatch

Zone D – Northern Ireland, Isle Of Man – Up To 15 Working Days From Dispatch

Additional Surcharge Amount Varies Based On Product Purchased.

Deliveries To The Above Mentioned Areas May Take A Further 5-15 Working Days. Orders Will Not Be Processed Until Surcharge Payments Have Been Received. If You Are Unsure Whether Your Postal Code Incurs And Delivery Surcharge Or Whether You Qualify For FREE Delivery Please Do Not Hesitate To Contact Us

Delivery Upgrades – Assembly, Room Of Choice & Disposal

All deliveries are to the front door of your property (the couriers are not insured to enter private residences in case of a trip/fall or damage to your personal belongings). If you reside in a block of flats delivery is to the ground floor of the building only. We always aim to meet our delivery guidelines and ensure deliveries are completed in the correctly. Where a delivery date has been arranged and agreed and the customer is not present to receive the delivery the couriers may charge a fee to cover the cost of a failed delivery.

Upgraded delivery services may be available in certain areas however must be agreed and arranged prior to delivery

Room Of Choice £29.99 – Please Ensure That All Passages Are Clear And There Is Sufficient Room For Our Team To Place The Bed Into Your Chosen Room. Deliveries Will Be Taken Up 1 Flight Of Stairs. Should you require the beds being taken up more than 1 flight of stairs please contact us prior to purchasing as price may vary

Specialist Assembly Service £79.99 – This Includes All Features From Room Of Choice As Above And In Addition Professional Assembly & Packaging Removal

Disposal & Removal Service - £49.99 / £99.99 – Bed Or Mattress Only Removal £49.99, Complete Set Bed & Mattress Removal £99.99

Cancellations & Returns

In the event that you would like to cancel an order we would request customers to contact us via email outlining their reason. Cancellations charges may apply if the order has been processed. Further charges may apply if the order has been dispatched. It is your responsibility as the buyer to ensure you order the correct bed. i.e. The right size and colour.

Please note that returns must be request within 14 days of receiving the item. All items which are being returned must be authorised and require a return reference number. Returns will only be accepted if items are unused and in original packaging. We request that original packaging is retained should the product be damaged you can re-apply packaging.

Shipping and handling fees are non-refundable Customers will be responsible for initial delivery fees and return postages cost. This means that even if initial delivery was offered as free and a customer refuses our offer to replace faulty/damaged products customers will still be responsible for a delivery fee. It is the customer’s responsibility to arrange return postage. If A Customer Unable To Arrange A Return Postage We Can Request A Quote From Our Couriers.

Any Product, which has been made to order, will incur a 50% surcharge if returned. If a fault is associated with a product you must allow us the opportunity to rectify any concerns/issues. If you opt for a return and not allow us to rectify issues the surcharge and postage fees will remain payable. If you change your mind or no longer want the product this surcharge will be due. Any refund provided will be minus administration fees and postage fees.

Damages & Missing Items

We request all customers to inspect all packages and goods to ensure there are no damages. However in the unlikely event that there is damage or something missing we request customers to accept delivery and record this on the delivery documents. All Customers must notify us of damages or missing items within 24 hours of receiving delivery. We request all customers to provide supporting images where applicable. All items are dispatched as complete consignments.However there are instances where consignments are split and delivered on different days. This is not a common occurrence nor usually the case however there is a possibility

We will not be liable for damages not recorded at the point of delivery goods should be checked prior to providing a signature. We will not be liable for damages as a result of general wear and tear.

Any issues with regards to damages or missing pieces we would request you to contact us and inform us via email or Whatsapp where our friendly team will promptly assist in resolving issues. We always resolve issues for our customers we request that you contact us with any issues directly to come to an agreement prior to opening any payment disputes, cases or requests.