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. BedsHeaven allow all damages to be reported within 24 hours of delivery via an email.
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 with 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 services usually 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. £100 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?
If you have changed your mind after an order dispatched from BedsHeaven then you must keep in mind that £ 150 Postage & Packaging charges are non-refundable.
Each bed is considered a specialist, made to order item. Once the 24 hour cooling off period has been exceeded a 30% restocking fee will be deducted from your processed refund with no exceptions. 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.
What do I do if the item doesn’t fit my property?
All our beds are hand made to order. Hence we highly recommend measuring your property prior to placing an order with us to ensure the beds have easy access to room of your choice for delivery and assembly.
It is the customer’s responsibility to ensure there is ample space available. In an unfortunate event where the items are unable to be taken to the room of your choice for assembly, a 30% restocking fee applies along with £100 courier charges deducted from your refund amount back to you.
All our Photos are taken in studio environment, due to the nature of the furniture and some fabrics may appear slightly different in person.
