Returns & Refunds
What do I do if my goods arrive damaged or missing?
First of all, please check over your goods on delivery to ensure that the packaging is intact, and all items are in good condition before you sign for them. Quick ways of identifying any damages when accepting your goods is to check the boxes and plastic packaging for any tears, indents or crumpled areas, which can often identify damage. Bed universe allow all damages to be reported within 24 hours of delivery via an email with photographs of damages.
Shall you find your items damaged upon delivery please record it with the courier and email us.
If any boxes are missing from the delivery then please record with the courier how many are missing, accept the boxes that are present and then contact us via email or phone stating which ones are missing. Once we have confirmed which items are missing, we will arrange to have them sent to you as soon as possible.
If there are parts or pieces missing in the boxes, you have accepted then give us a call or email us and we will send the parts to you at no extra charge. When you contact us, state to us the part numbers of the exact pieces missing so we can deliver the parts that you want very quickly. If you have already accepted the boxes and find parts to be missing or damaged, then you will need to contact us via email with accompanying photos showcasing how the parts are damaged.
If a collection is arranged, the goods should be ready to be collected on the ground floor, as the delivery drivers are note insured inside customer premises and can refuse to collect from any other floor. If you find that your goods are damaged after you have taken delivery and if you don’t notify us within 24 hours after the delivery attempt, unfortunately we cannot take any responsibility. It’s important that you keep the original packaging on when returning any item.
If you wish to return anything, please contact us and we shall arrange a collection through our couriers. £150 collection charges shall be deducted from refund value with no exceptions. Items collected for replacement do not incur any shipping charges.
What do I do if I decide I don’t want my items before they arrive?
None of our items are off the shelf and each bed and piece of furniture is made especially for you. Shall you change your mind after ordering then please get in touch via email asap, so we do not put your order into production. Once the items are made to your choice bed universe will deduct 30% restocking fee with no exceptions.
What do I do if I decide I don’t want the style of bed I ordered and changed my mind?
It is your responsibility to ensure that you want the bed or furniture you have ordered before you make the payment. As all our beds are hand made to order we cannot accept returns for orders made without exact choice. This causes financial detriment to bed universe and will deduct 30% restocking fee with no exceptions. in terms of extra collection charges from the couriers and loss of materials and overheads.
It also has an environmental cost due to recycling of unwanted beds and furniture.
What do I do if I believe that the bed has slightly misaligned buttons or upholstery?
We take pride in our workmanship and quality of products, not only that we provide designer quality furniture at very competitive prices.
All our designs are hand crafted in Britain by highly experienced artisans. Where machines cannot match the craftsmanship of a master upholsterer, yet human precision cannot be on par with that of the machines. Due to the nature of chesterfield designs please allow the precision of button and upholstery to be 98 percent.
All our beds go through rigorous quality checks and we would pickup an defects that would make furniture to deviate from the highest quality appearance.
Each bed is considered a specialist, made to order item and therefore is a non-returnable item. Once the 24-hour cooling off period has been exceeded you will not be able to cancel your order or return your bed. Mattresses are strictly non-returnable once they have been slept on as described in Consumer Contracts Regulations by law.
Again, the reporting period of any defects is 24 hours from the time of delivery.
All our Photos are taken in studio environment, due to the nature of the furniture and some fabrics may appear slightly different in person. To avoid any disappointment please request free of charge fabric samples before placing an order for a bed, stool or coffee table.