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FAQs

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Placing my order

Can I make changes to my order?

Unfortunately, once an order has been placed it is not possible to make any changes. If not already picked and despatched, we may be able to cancel your order to allow you to re-order with the correct details. Please contact us asap. 

How do I cancel my order?

At SlumberSlumber we want to have your order with you as quickly as possible and so we operate a quick processing and despatch policy. We therefore ask that if you wish to cancel your order that you contact us within the following timeframes depending on the delivery option selected: 


Next Working Day: Up to 15 minutes after completing your order 

Express Delivery: Up to 30 minutes after completing your order 

Standard Delivery: Up to 60 minutes after completing your order 

Mattresses: Up to 60 minutes after completing your order 


We are open Monday – Thursday, 8.30am -4.30pm, Friday 8.30am - 4pm. 

You will be required to quote your order reference number. 


Please visit our contact us page, or email us at customerservices@slumberslumber.com or call us on 0800 012 1771. 


We will of course make every effort to cancel the order after this time however we cannot guarantee this will be possible. If your order has already been despatched, you do have the option of returning it to us. 


Made-to-order mattress orders are sent straight to the manufacturer and the production process starts straight away making cancellations impossible. 

Will my mattress fit?

Where possible, your mattress will be delivered to your room of choice. To make sure that the delivery team can get the mattress to your chosen room, we ask that you double-check dimensions before placing your order. That way you'll have peace of mind knowing that your mattress delivery goes off without a hitch, squeezing around any tight hallways, stairs or landings. 

You can find necessary dimensions on each mattress product page. Please refer to these as you measure your hallway, stairs and landings. Remember to measure the width of your stairs at their narrowest point, not forgetting to account for handrails and light fixtures. 

If there's a landing, then measure the width, depth and height. If you have a banister your mattress will need lifted over, check that the narrowest distance between the banister and ceiling is greater than the height of the mattress.

I'm having trouble with my basket.

If you're having issues using the website please check the following: 

- Is your internet connection working properly? 

- Are other websites are working as normal? 

- Try refreshing your page and try clearing your Internet history.

If you have tried the above and are still having issues please contact us with the following information: 

- Which internet browser you are using? 

- What page were you on when you received the error message/the site crashed? 

- What error message, if any, did you receive? Please send a screenshot of the error if possible. 

Delivery

Do you deliver outside of the UK?

We don’t currently deliver outside of the UK.

Can I pick up my order from your warehouse?

Unfortunately it is not possible to pick up orders from our warehouse. 

When will I get my delivery?

Standard delivery: 3-5 working days

Express delivery: 2-3 working days 

Next Working Day delivery: orders placed before 12 noon out for delivery the following working day

Our warehouse teams and couriers work hard to get your parcel to you as soon as possible. As soon as your order has been despatched you will receive an update email with a tracking link. If you don't receive your order or despatch email within the timeframe for the service you opted for, please contact us and we'll find out what’s happened. 

How do I track my order?

There are two ways to track your order. You can use the tracking link in your order despatch email, or you can log in to your account on our website. 

What happens if I am out when my delivery arrives?

If you miss your DPD delivery, they will leave a card and try again the next working day. If this fails again, they will wait 3 days for further instructions from you, and failing this your order will be sent back to us and processed as a return. 

If Royal Mail attempts to deliver your parcel while you are not in and it can not fit through the letterbox, Royal Mail will leave a ‘Something for you’ card with instructions and options for what to do next. Options include collecting from your local Post Office or arranging a re-delivery through the Royal Mail website. If you think you missed your delivery and don’t have the ‘Something for you’ card visit royalmail.com/lostcard for more information. 

Where is my mattress order?

Our Relyon mattresses are made to order on a 6-8 week lead-time. Once production is complete and towards the end of the 6-8 weeks lead-time Relyon’s nominated courier provider Tuffnells will contact you with the next available delivery date (dependant on your postcode). 

If the first delivery option is not convenient, Tuffnells will contact you to arrange another - however note that this may not sit within the 7 working day window. 

Please provide your mobile number and email address on your order, as Tuffnells will contact you directly and provide tracking info via email. 

There is a problem with the order I have received.

If your order arrives with missing items, incorrect items, or arrives damaged, please let us know within 7 working days of receipt and we will rectify this for you. 

Please fill in the form to contact us, email us at customerservices@slumberslumber.com or give us a call on 0800 012 1771. 

If you don’t let us know within this timeframe, it will be assumed you have accepted the items as satisfactory. We cannot be held liable for any consequential loss caused by late delivery or failure to deliver by the company's appointed carrier. 

Returns

How do I return an item?

At SlumberSlumber we want you to be happy with your purchase. If for any reason you are not satisfied with the item purchased, you may return it to us for an exchange or refund within 30 days. We ask that all items are returned unused and within their original packaging. 

Please allow up to 10 working days for us to receive your return and process your refund or exchange. 

With the exception of faulty goods, SlumberSlumber is not responsible for the cost of returning products. We always advise that you obtain a proof of postage when returning an item. 

Our mattresses are made-to-order specially for you and so they are non-returnable and we're unable to offer a refund or an exchange unless the mattress is deemed to be faulty by the manufacturer. 

What do I do if my product is faulty? 

Contact us to discuss further, we will ask you to confirm how the item has been cared for and we will request pictures of the fault to be sent via email. 

In some cases, we may need to collect the item to view, so we would ask for the item to be in a hygienic state. 

If the product is deemed faulty and within the guarantee, we will be happy to replace the item. If a like-for-like replacement is not available we will offer you the closest next item, in some cases a refund may be offered.

When will I receive my refund?

Once your items have been delivered to our warehouse, please allow 5-7 working days for your refund to be processed and appear in your account. 

Delivery services are non-refundable. 

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