How do I go about returning my order?
If you are still within the dates of your sleep trial period and you decide that your OTTY item isn’t for you, you can begin the returns process by emailing firstname.lastname@example.org.
Sleep trial period
All mattresses 100 nights sleep trial - free returns ( packaging not needed )
Bed Frames 30 nights sleep trial - free returns ( must be returned in the original packaging )
Pillows and accessories ( duvets, bedding ) 14 nights sleep trial - returns costs to be paid for by the customer. ( must be returned in the original packaging )
Mattress topper 30 nights sleep trial - returns costs to be paid for by the customer ( packaging not needed)
I have a faulty item, how do I return it?
If you have a faulty item, please email email@example.com with your order number, details of the fault, and an image of the fault so that our returns team can look into this for you.
Our returns team may require more imagery which they will assist you with. If it is difficult to visibly see the fault in the imagery provided, a third-party independent inspection company may be advised to you by our returns team at a cost of £50. This cost would then be refunded to you if a fault is found. The reason behind using a third-party independent inspection company is to eliminate any bias.
How do I prepare my items for return?
When you email firstname.lastname@example.org, the team will send you a document advising you how to prepare your item(s) for return. Please wait for receipt of this document before preparing your items for return to ensure a smooth running returns process.
We have also provided an overview for you here:
- If you are returning a mattress or mattress topper, our returns team will advise that you clean your mattress cover and then take a picture of it on the mattress prior to returning it. This is because a dirty or damaged cover may result in a deduction from your refund, or a refund rejection. A mattress or mattress topper cannot be returned in its original packaging, instead, you should use the bag provided in your order to carefully wrap it in.
- If you are returning any other accessories, our returns team will advise you to send your item(s) back in its original packaging.