Happy Beds FAQs

Delivery

Do you deliver abroad?

A: Unfortunately, we do not offer delivery abroad - however, we can deliver to any UK mainland address for you to arrange onward shipping services.

Do you deliver to Northern Ireland?

A: Yes -we deliver to Northern Ireland within ten working days. The delivery calendar at checkout will provide a more accurate arrival date.

What are your delivery days and times?

A: Please see our delivery information for more detailed information regarding delivery days and times.

Do you offer next day delivery?

A: We offer next-day delivery on certain items on-site - please check on the product page and in the basket to see if your chosen product is available for next-day delivery.

Do you deliver on weekends?

A: We do offer weekend delivery for certain orders - please note that weekend deliveries incur an extra charge. For more information, please see our delivery information.

Why do I have to pay an extra delivery charge?

A: Please read our delivery information for more information on why you may have to pay an extra delivery charge.

Can I have my order delivered at a certain time on a specific day?

A: Unfortunately, we cannot guarantee the delivery's arrival time; all goods are delivered via Third-party courier companies, who plan and route their vehicles based on the volume of orders for delivery within your area.

Can you contact me prior to delivery?

A: In most instances, the third-party courier company may contact you the evening before delivery and then again on the day of delivery approx 30 minutes to 1 hour before arrival - please note this is not always guaranteed and is at the pure discretion of the driver.

What do I do if my bed hasn't been delivered on time?

A: If your bed has not been delivered on time, we would recommend you contact our Customer Service Team, who will be able to assist further.

What do I do if my delivery hasn't been confirmed?

A: If your delivery has not been confirmed, we would recommend you contact our Customer Service Team who will be able to assist further.

Can I change my delivery day and time?

A: You can amend your delivery date before the order is dispatched; once dispatched, we may not be able to amend the date. Unfortunately, the time provided for the delivery is a guide only and could be subject to change depending on the courier company. Should you need further assistance, we request you contact our Customer Service Team who will assist further.

Do you offer a bed assembly service?

A: At this moment, we do not offer a bed assembly service in-house, but we have teamed up with TaskRabbit, who are home to the largest home service site in the UK and have hundreds of Taskers ready to help you build your new bed or furniture. For more information on this, please read our bed assembly guide to learn more! Please note that if you use a joiner or a handyman to assemble your items, you are responsible for handling and assembling the goods after delivery. We are unable to accept responsibility or liability for damages caused during or after the assembly process.

I've missed my delivery - what do I do?

A: If you have, unfortunately, missed your delivery, then please get in touch with us as soon as possible to arrange another delivery date. Please note that we are not responsible for any losses from late or failed deliveries. If we have expressly agreed on a delivery date with you, and you then miss the delivery, there may be a charge for us to re-deliver of £50.

Will I be notified of when my order is being delivered?

A: We confirm that you will receive prior notification of when to expect your delivery; the third-party courier company will provide this information.

Should I dismantle or dispose of my old bed frame before delivery?

A: We do not recommend dismantling or disposing of your existing bed frame until your delivery has been completed and accepted. Upon receipt of your order, you should ensure that you have all the parts necessary to build your new bed and that everything is in good condition. If you have chosen to recycle your old bed frame with us, you should disassemble your bed frame and wrap it securely.

Recycling

Can I recycle my old mattress?

A: We can confirm we offer a recycling service on old mattresses as long as you are purchasing a new mattress; this is a like-for-like service; therefore, one mattress can be bought, and one mattress can be collected, a chargeable service at £40 extra.

Can I recycle my old bed?

A: We can confirm we offer a recycling service on old bed frames as long as you are purchasing a new bed frame; this is a like-for-like service; therefore, one bed purchased and one bed can be collected; this is a chargeable service at £40 extra.

What happens when my bed or mattress is recycled?

A: If you choose to recycle your old bed or mattress with us, it will be collected and sent to one of our trusted recycling partners and stripped down. Any usable parts will be recycled to be used in new items.

Do I need to dismantle my bed if I've chosen the recycling option?

A: All items for recycling must be disassembled and packaged accordingly. They must be available for collection on the ground floor, so please make sure this happens before collection!

What happens if there is an issue with my new bed and I've chosen to recycle my old bed?

A: We recommend checking the new item upon arrival, should you notice any defects, we recommend you reject the order. it is your choice at that point if you wish to hand the item to be recycled over to the courier company or wait until a replacement item can be delivered.

Orders

How can I update my order details?

A: If you would like to update your order details, we would kindly request that you contact our Customer Service Team who will be able to assist with this

Can I cancel my order?

A: You can cancel your items at any time and for any reason after placing your order as long as you intend to notify us no later than 14 days after the delivery date. We can provide a full refund of the price paid for the goods, without deduction.

Can I change my order?

A: You are able to amend your order at any point up until dispatch or your order being shipped.

Can I order if I live abroad?

A: Yes, as long as you have a credit/debit card registered within the UK, unfortunately, we do not offer delivery abroad, however, we can deliver to any UK mainland address for you to arrange your own shipping services.

Can I order over the phone?

A: Unfortunately, due to being an online retailer, all new orders must be ordered and paid for via the website, should you wish to add/amend anything to your order, we would request you contact our Customer Service Team who will assist further.

How do I track my order?

A: Please head over to our Help and Advice page, Customer Service page: select the Orders category and click on Track my order. Please provide your order number and email address, which will provide updates on your order.

I haven't received my order confirmation

A: If you have not received your order confirmation, we would ask you to contact our Customer Service Team, who will be able to assist further.

Can I cancel my order within 14 days of delivery?

A: Yes, you can cancel your order within 14 days of delivery as long as you notify us within this time frame. You can cancel your items anytime and for any reason within the initial 14 days. We will be able to provide a full refund of the price of the goods, without any deduction. If you intend to cancel your order, it is essential that you do not handle your items beyond what is reasonable. We will be entitled to deduct any amount from your refund if the items have had their value reduced due to unnecessary handling.

Can I cancel sealed items such as pillows or duvets?

A: You can only cancel items that are still sealed and unused. This means we reserve the right to reject the cancellation of pillows, duvets and mattress protectors if they have been opened after delivery due to hygiene reasons or health protection. Please know, though, that this will not apply if the items are found to be faulty.

Products

What is a rolled mattress?

A: A rolled mattress is simply a mattress that has been vacuum-packed and 'rolled' to fit into a box. They offer the same levels of durability and comfort as a normal mattress and will return to their original condition once opened.

Will my bed look exactly like the images?

A: All images available on our website indicate the product that you will receive, though there may be some slight ticking and colour variations due to the difference in screen resolutions between screens.

Why is my bed not the same size as the dimensions specified?

A: The actual dimensions of your bed may be a little larger than the dimensions specified on site - this is because most beds will measure their size in terms of the size of mattress that will fit onto it. Some beds may be bigger than the specified dimensions due to the need for your mattress to fit securely into the frame while providing enough space to help accommodate bedding and rotating or flipping your mattress.

How long does it take for my mattress to settle?

A: All mattresses usually take up to 6 - 8 weeks approximately to settle to their specified tension, as they take time to contour to each sleeper's body.

How often do one-sided mattresses need to be rotated?

A: The one-sided mattresses need to be rotated (so the head end becomes the foot end and vice versa) every week during the first six weeks; after that, every six weeks.

Why does my mattress have a strange odour?

A: The natural fillings and the foam in some mattresses may give out an odour for the initial six weeks. When your mattress is delivered, let it air in a well-ventilated room until the smell subsides.

How long does it take for a vacuum-packed mattress to expand?

A: Please allow 4 hours for its initial expansion when opening a vacuum-packed mattress. The mattress is okay to use after this period; however, it will continue to expand (to a lesser degree) over the following 72 hours. Any odours from the packaging will be eliminated in the process.

How often do two sided mattresses need to be flipped and rotated

A: The zonal support two-sided mattresses must be flipped over (so the sleeping surface is changed) every week during the first six weeks and, after that, every six weeks. The other two-sided mattresses must be flipped and rotated every week during the first six weeks and every six weeks after that.

Payment Options

Do you offer finance?

A: Yes, we do offer interest-free finance options available via our trusted partners at PayPal or Klarna. For more information, visit our Ways to Pay page.

What payment options do you use?

A: You are able to make payments, uisng Credit/Debit cards, PayPal Express, Klarna pay in full, Klarna pay in 30 days, or Klarna 3 interest free installments

Is Klarna safe to use?

A: Klarna has strong anti-fraud controls to protect our customers and prevent fraudsters from making unauthorised purchases. For more information, visit our Klarna finance page.

Contact us

Can I order a fabric sample?

A: Yes - if you would like a fabric sample for one of our beds then please head to our Sample Request form on our customer service page. Please provide the name of the product sample you require along with your Name and full address details, and we will send these to you via Royal Mail 2nd class, delivery usually within 5-7 working days.

Aftersales & Returns

What do I do if my rolled mattress arrives damaged?

A: If you notice any damage to the rolled mattress before removing the vacuum packaging, then refuse the mattress and contact us via email or phone. If you have removed the vacuum packaging and then noticed damage, you will need to contact us, though there will be different steps required to return the mattress due to the specific requirements for the packaging. If these requirements are not followed, a refund will not be authorised.

What if I don't want my goods before they arrive?

A: If you have changed your mind after an order is dispatched from Happy Beds, you must remember that postage and packaging charges are not refundable. Unfortunately, returning the item will also be at the buyer's expense, though this only applies to non-faulty products.

What if I don't want my goods after they arrive?

A: If you decide you do not want your goods once they have arrived, you are responsible for returning them to us. To return the goods, please get in touch with us to clarify any details. After this, you can use a courier of your choice; the option to self-return your items will only be available within 15 working days. Please note that returned items must be in their original packaging.

What happens if I ordered the wrong product?

A: If you have ordered the incorrect product and no longer require it, you are responsible for returning it to us. To return the goods, please get in touch with us to clarify any details. After this, you can use a courier of your choice; the option to self-return your items will only be available within 15 working days. Please note that returned items must be in their original packaging.

What happens if the product doesn't fit through my doorways?

A: It is your responsibility to ensure that the product (including all boxes with parts, if applicable) will fit through all stairs, passages, doors, etc. until it reaches the desired room in your house. Also, ensure enough space for the (assembled) product to fit in that room. Check our Measuring Guide and the dimensions on the product pages for more information. If the product doesn't work, be that either the delivery drivers or you cannot get the items to your room of choice, you will be responsible for the return and any associated costs this will incur. This includes the charge applied for failed delivery if you refuse the delivery.

How long does it take for a refund to be issued?

A: We will endeavour to make sure refunds are issued as soon as possible. Please note that your refund can take 14 working days to be processed, depending on when your items are received at Happy Beds.

What happens if I don't have the original packaging to return my order?

A: All unwanted items must be returned to us in the original packaging within 30 days of receipt; you must contact us within the first 14 days to advise your intention to return; items will only be accepted if they are within the original packaging on arrival. Please note that this differs for Faulty items; in this case, we request you look at our Return Policy within our Terms and Conditions or contact our Customer Service Team.

What happens if my item develops a fault?

A: If your item develops a fault after delivery, we will deal with your complaint as per the Consumer Rights Act 2015 and Terms and Conditions of sale, alongside the Manufacturer's Guarantee. Please get in touch with us within 30 days of delivery if you believe your item has a manufacturing fault. If we find that the Manufacturer's Guarantee covers the product, we will arrange to send you a replacement for the damaged part or, if necessary, a complete replacement. You may also be able to receive a refund for the price of the faulty product. However, this is dependent on our Manufacturer's Guarantee.

Manufacturer's Guarantee

What does the manufacturer's guarantee cover?

A: This guarantee covers defects in materials and craftsmanship in the components of a Happy Beds product during normal domestic use only. It also covers the deterioration that causes the mattress to have a visible indentation or sag equal to or larger than 2.5 inches (6 cm), as long as that indentation or sag has not resulted from the use of the mattress on an unsuitable surface. Other acceptable classification of the deterioration of mattresses includes any physical flaw in a mattress that causes the mattress material to split or crack. The guarantee is still valid as long as the mattress has only been used for normal domestic use and has not been handled improperly. Regarding Happy Beds bed frames, divan beds, furniture, etc, the guarantee covers any fault or where the product has been used appropriately in domestic use.

What is a manufacturer's guarantee?

A: Unless otherwise stated in the product description, a five-year guarantee is provided with each product bought after 1 July 2016, with a one-year guarantee for purchases made before this date. Ensure all labels are intact and not removed, which may void the warranty. This guarantee covers defects in materials and craftsmanship in the components of a Happy Beds product during everyday domestic use only per Happy Beds Terms and Conditions and the law.

What doesn't the manufacturer's guarantee cover?

A: The guarantee is void if the product is found to have been mistreated/damaged; this includes splits, burns, breakages, spillage and stains. This also applies if the product has not been maintained/cared for by the care instructions advised, including failing to use furniture pads on non-carpeted surfaces, the turning of mattresses where applicable, an average increase of the softness of the mattress or any other use of the product other than for everyday domestic purposes. Our general Terms and Conditions describe what conditions should be met so that the mattress has the tension displayed on the product page. Our product pages describe and show the product as accurately as possible. Please note that the resolution, colour settings and other characteristics of the device where the product page is viewed may cause the product to look slightly different online than in reality.

When does the manufacturer's guarantee become void?

A: Unfortunately, the guarantee is made void for any product that has been altered. This includes all products, but an example of one being 'altered' would be a bedframe with a hole drilled through it. The guarantee is also void for products sold by a reseller, used by someone other than the owner making a claim, or any product sold 'as-is', 'preconditioned', 'reconditioned', 'used', 'returned', 'previously owned', or any other similar wording indicating that the product is not 'new'.

When does the manufacturer's guarantee start and finish?

A: The guarantee starts on the product's delivery date and finishes at the end of the 5th year from that date. All damage must be reported within 24 hours of occurrence. Failure to do so will result in you being unable to claim your five-year guarantee. Please only dispose of the item once we have either accepted or declined your claim according to our manufacturer's guarantee terms.

What do I need to make a claim?

A: Most or all of the following are requested to make a claim: images/videos showing the defect, measurement of indentations/sags, weight of product user(s), claimant name and address, order number, a complete description of the complaint, and type of surface the mattress has been used on (if a mattress is claimed to be faulty).

What happens if the product is not covered the manufacturer's guarantee?

A: If the guarantee does not cover the product, we will ask you if you would like a replacement product sent to you (at your cost).

What else is considered mistreatment of a product?

A: This includes using a mattress without bed linen, subjecting the product to excessive wear and tear (such as sitting on a mattress edge for a long time), using the incorrect side when sleeping on a 'Non-Turn' mattress, using a mattress on an old or unsuitable base (or a surface for which it was not designed), rolling or bending a mattress, improper assembly of a bed frame, divan bed base or headboard causing any part to split or break overloading the drawers in a bed base. Overloading may cause distortion or damage to the drawers and cause them to jam. Therefore, mini drawers should be loaded at most 7 kg, and standard drawers 15 kg.

Happy Beds FAQs

Delivery

Recycling

Orders

Products

Payment Options

Contact us

Aftersales & Returns

Manufacturer's Guarantee

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Happy Beds FAQs

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