Delivery

Who delivers the products?

Beds and wardrobes are normally delivered by white-glove 2-man team who will carry the goods up to room of choice. Depending on goods value and on what specifically indicated on the product page/s, installation service will be provided too. Smaller accessories are normally delivered by express couriers. For more information in our delivery terms and conditions please read the delivery section among customer services.

Do prices include delivery charges?

Most products do include delivery services, however for full details, exceptions, please read the delivery section in our customer services.

Do you deliver outside of the UK?

We do not normally deliver outside of the UK. However, we would be happy to especially quote for deliveries within the EU. Please call our designated sales team on 0115 8700901.

How long will delivery take?

We will aim to deliver the products to you as quickly as possible and following an order we will provide you with an estimated delivery time given by the manufacturer. ALL our ranges are by European manufacturers and mainly due to the bespoke element of the ranges and to the interchangeable components that allow you to create a bespoke look,no items are kept in stock but ordered in based on customs requests. Therefore deliveries can take from as little as 3 weeks to as long as 8 weeks depending on the availability of stock at the manufacturer’s warehouse and the schedules of truck departures. 99% of our deliveries take place on time or earlier than expected, however if for any reasons there were unexpected delays, our customer service team will keep you up to date with the delivery progress if time estimates have previously been inaccurate. Delivery times will vary according to the range and the model that you have chosen.

Please note, if your order combines items by different brands, we would wait for all items to be in stock, before proceeding with delivery. Please check which brand items on order carries the longest lead time and consider that as your estimate. Please note, Stylform items are always delivered separately from other brands, meaning there would be two deliveries if you have combined Stylform with other brands on your order.

Installation

General

In case of no fitting due to insufficient space, there will be a penalty charge/restocking fee of 50% of the value of the wardobe.

Our delivery contractors usually aim to deliver within 5-7 working days although this can vary based on the time of year (i.e pre-Christmas). When the goods are in stock, the home delivery contractors will immediately allocat all stock and contact you to book in a delivery with you for a delivery date suitable to both parties. They normally serve every postcode area from once to twice a week, and they will aim to book in with you for the earliest possible date. You will be advised an AM or PM delivery slot by phone or e-mail, by the day prior to delivery (please see 'can I request a specific delivery service i.e. specific time and date?' section for more info).

If you accept a delivery date that you subsequently cannot meet we will do our best to rearrange delivery. Please note that if the delivery has to be rescheduled less than 2 working days prior to delivery you will be liable to pay the full cost price for re-delivery.

If the crew arrived at your property, as scheduled and booked in, and no-one was found in to allow access, we would allocate reasonable time to contact you and allow you to be at the property, provided it is within reason, (max 15 minutes). Failing that, delivery would terminate and need rescheduling with failed delivery attempt costs to be met by the customer in full.

If a specific timed delivery is requested (i.e. first drop 7 - 9 am), this requires additional charges which will be met by the client. This is a service that cannot always be guaranteed as subject to availability.

Access to Property

It is the customer's duty to provide parking under any circumstances. Upon executing a delivery, if the delivery crew encountered restricted access to your property, or restricted parking regulations, this may cause a termination to your booked in delivery. Payment for the failed delivery is wholly met by the client so subsequent re-delivery would have to be charged and suitable arrangements be made not to encounter the same issues.

Restricted Time Access

commonly time allocations allowed for unloading and loading goods fall within 30 min period. However please note that installation of most products takes longer than 30 minutes commonly allowed, therefore, if time restrictions apply, the delivery crew may refuse to assemble goods. If the client requires the goods assembling, this may require extra charges for second call out.

In certain circumstances (with reference to 12.3), if requested by the customer and confirmed in writing, it may be possible for delivery crews to work outside of the allotted 30 minute loading/unloading time restrictions, however all charges incurred with any fines, including clamping and all release fees, are to be covered fully by the client.

It is the customer's duty to provide a safe environment for our fitters, because for Health and Safety reasons, they cannot access sites where building is still in progress, sites with unfinished surfaces, with staircases with no banister, sites with no utilities. Our crew can only access completely finished properties. If the site was still unfinished, the crew can decide to terminate the delivery, the re-delivery or second call/s required will be fully chargeable to the customer. It is the customer's duty to make sure that the alleys were the fitters are supposed to walk along carrying goods, are completely clear of any ornaments, obstacles or other objects, which could represent hazard to their Health and Safety or even be in the way obstructing their way to the room of choice. In the event of any damages to any ornaments left around along the way to the bedroom or in the bedroom, we will not take any responsibilities.

The room of choice where the furniture is supposed to be dropped off/installed must be completely cleared before arrival of our crew, to allow the fitters to move freely and within sufficient space to carry out the job.

Under no circumstances we can install wall panels or wardrobes to property walls as that requires drilling into walls which we cannot carry out by policy.

Customers need to ensure that the surface where the furniture is to be built is levelled and regular, free from any columns, any protrusions both on walls and floors that might represent an issue for a safe and stable installation. Failing that the fitters may deny installation and the cost of the delivery be charged to the customer.

In case there are not the conditions of safe installation of any products, leading to a return, a 50% restocking fee will be applied and deducted off the refund.

In case the fitters are asked to leave the boxes at the customer's property and provide no installation, the goods will be intended as signed for in good conditions, because we are not given chance to inspect the goods with the customer for no choice of ours but due to circumstances, yet we can only claim for transit damages when reported to our suppliers upon delivery.

Beds?

If your order value exceeds £599.00, then you will have been granted a 2 man home delivery including installation, installation is chargeable on some flat-packed accessories and under no circumstances we can install wall panels or wardrobes to property walls as that requires drilling into walls which we cannot carry out by policy.

If your order value does not exceed £599.00, you are not eligible for installation. However, you can opt to pay extra for installation service (cost varies depending on postcode area, please contact us for more info), typically charge is a minimum of £ 35.00 and needs to be paid for and requested at least the day before set delivery day.

Please note under no circumstances can we install wall panels or wardrobes to property walls, as that requires drilling into property walls which we cannot carry out by policy.

Wardrobes & Stylform?

You will be served with a 2 man home delivery including installation, wherever you are based within UK Mainland except some areas in Scotland, however, under no circumstances we can install wardrobes to property walls as that requires drilling into walls which we cannot carry out by policy.

Sliding Door Wardrobes

There needs to be a minimum 6-7 cm clearance void above the wardrobe, between wardrobe and ceiling, to allow fitting of the doors.

Please check the overall dimensions, including the passe-partout frame too, when opting for it, in the dimensions description tab on the product.

The clearance along the width needs to be a minimum 2-3 cm to allow fitting of the last side end panel.

Hinged/Bi-fold Door Wardrobes

There needs to be a minimum 2-3 cm clearance void above the wardrobe, between wardrobe and ceiling, and along the width, to allow fitting of the doors/side end panels.

Please check the overall dimensions, including the passe-partout frame too, when opting for it, in the dimensions description tab on the product.

Orders

How do I place an order?

There are two simple ways for you to place an order. You can either do this online, using the secure shopping cart system, or you can call our designated sales team on 0115 8700901. The ranges are even wider than what we show online, therefore for any specific requirements e.g. special sizes, specific designs etc. please contact us and we will be happy to help.

Do you have a printed brochure?

Head2Bed provide a wide choice of products including bedsteads, mattresses and headboards, and the website features most of these products including specifications, storage options, features and benefits, prices and detailed product images. A brochure is available upon request for specific collections only. Samples of leather and wood can also be sent upon request.

All brochures are now available to download in the brochures section in the customer services.

What happens once I place an order?

Once you have placed an order with Head2bed we will send you by e-mail an order confirmation within 3 working days. As soon as the goods are in, we will contact you to book in delivery.

Is it possible to track my order?

You can contact our customer care team on 0115 8700901 if you wish to track your order.

What do sizes 90cm, 120cm, 140cm, 160cm, and 180cm bed mean?

These sizes relate to the overall internal width of the bed or mattress. Below is a breakdown of the different sizes and their approximate imperial equivalents:

  • Single 90cm x 190cm - approx. 3'0" x 6'3"
  • Small Double 120cm x 190cm - approx. 4'0" x 6'3"
  • Double 140cm x 190cm - approx. 4'6" x 6'3"
  • Continental King Size 160cm x 200cm - approx. 5'3" x 6'7"
  • Super King Size 180cm x 200cm - approx. 6'0" x 6'7"

Some beds may come in different sizes (i.e. 90x/200 or 140x200 cm, which are continental lengths) Please consult each product page to find out the exact overall and internal measurements of any products. If in doubt, please contact us on 0115 9409545 or to snooze@head2bed.co.uk

Where can I purchase spare parts?

Please contact our customer services department and we will supply replacement parts.

Unless the part is faulty due to manufacturing issues, replacements parts will be charged. Please consult the Guarantees section for more information.

Can items be bought separately?

Yes you can buy just a bed, or a wardrobe, or an accessory or a replacement part only. You can also decide to buy items at different times, unless the manufacturer decides to discontinue items or finishes, which is out of our control. 100% matching finishes cannot be guaranteed though, due to the fact that we mainly supply real wood/ leather, and these natural materials are subject to changes based on temperature / light exposure / wear and tear factors.

Prices & Payment

Are the prices quoted inclusive of VAT?

All our prices are inclusive of VAT.

Do you give bulk discounts?

Our prices are very competitive. However, if you are buying in bulk, please contact our designated sales team on 0115 8700901 to discuss your requirements.

What methods of payment do you accept?

We accept all major credit and debit cards and PayPal.

Is the Head2Bed website secure?

Our website uses modern encrypted server technology throughout the purchasing process and credit card payments are handled via our payment gateway provider: Sagepay who are a leading internet credit card facilitator. This means that the website is secure and that all credit and debit card transactions are safe.

Please also read our terms and conditions in full if you wished to know more.

Returns & Refunds

What do I do if the good(s) I have purchased is/are damaged/faulty/non conforming?

Any discrepancies must be reported as soon as is reasonable after delivery, and in any case within 24hrs. On arrival, if packaging appears damaged it is recommended that this is marked on the delivery note before you sign, otherwise we may not accept your claims, as our own claims would be rejected by our contractors / suppliers. So we trust in your co-operation.
If the goods are assembled by our contractors too, you are kindly requested to check in detail that the finished/assembled product is in perfect conditions and does not carry any damages, because unless reported on the delivery papers you will be asked to sign before the team leaves your property, any following claims will not be accepted.

In case the good were found faulty or damaged after the fitters/delivery team has left customer's property, we will require pictures to be sent by email to document the fault. If the material provided by the customer was not of satisfactory quality, the company is entitled to an inspection either directly by an internal member of staff, or via legally authorised independents, upon appointment previously booked-in. This will be necessary to proceed with any course of action that include part replacement or allowances granting.

Missing Items

On delivery: Should an item be missed or appear not delivered then we request that you notify us as soon as possible, preferably within 24hrs of initial receipt of delivery.
On assembly: Should a part appear missing from an item please report the item that is missing the part along with a description of part you believe to be missing. On both the above instances replacement / missing goods will be dispatched asap.

Faulty Goods

Damages: must be reported as soon as is reasonable after the delivery, preferably within 24hrs of receipt of goods.
Under Warranty: first instance report the fault to us with a full description of alleged fault, we will then arrange an engineer to attend and either rectify the fault on site or advise on action needed to remedy. If the fault is deemed a manufactures fault and the item is under guarantee then we will replace the faulty item FOC.
Not under Warranty: first instance report the fault to us with a full description of the alleged fault, we will then arrange an engineer to attend and either rectify the fault on site or advise on action needed to remedy. Costs would be charged to customer.

Non Conforming goods (wrong size/wrong finish)

The company reserves the right to inspect the goods at the customer's house, either via a member of staff or via legally authorised independents, upon appointment previously booked-in. Like for damaged goods, we will require pictures to be sent by email to document the non conformity. If the material provided by the customer was not of satisfactory quality or insufficient, the company is entitled to an inspection either directly by an internal member of staff, or via legally authorised independents, upon appointment previously booked-in. This will be necessary to proceed with any course of action that include part/full replacement or allowances granting.

Unwanted goods / wrongly ordered (with the exception of mattresses, bed linen, pillows, bespoke items, made to measure items, special size items)

In the unlikely event you should want to return an item to us we are pleased to offer all customers 7 working days in which to decide to keep your ordered items or return them to us for a refund. Head2bed will deduct from any refund the cost of recovering goods from customers. This is typically £ 100 per cbm (although it is different for wardrobes) and is the direct cost to Head2bed of recovering the item.

What is your returns policy?

Please see the returns policy section of our web site. For hygiene reasons mattresses that have been slept on will not be accepted back unless faulty.

What do I do if I have a complaint?

If you have a complaint, please either e-mail us at snooze@head2bed.co.uk

Guarantees

What do I do if the good(s) I have purchased is/are damaged/faulty/non conforming?

All our products carry the manufacturers guarantees and warranties. Depending upon the product, these will vary depending upon the manufacturer and/or type of product being purchased. If you require details of warranties/ guarantees for specific products, please contact our team either via e-mail at snooze@head2bed.co.uk or by phone on 0115 9409545.

Beds

A 10 year warranty is offered on all beds and furniture ranges by Hasena.

Mattresses

From 6 to 15 years guarantee depending on the mattress.

If your query isn't answered by the above then please contact us.