Returns
Every order is important to us, and we strive to ensure our customers feel fully supported throughout their experience with The Luxury Bed Company.
When you purchase from The Luxury Bed Company, you’re buying a bespoke piece of furniture made specifically for you. Since all of our items are made-to-order and customized to your specifications, we are unable to accept returns unless the item is faulty or we’ve delivered the wrong product.
If you believe the items you received are faulty or incorrect, please contact our Customer Services Team on 01924 806454 within 7 days of delivery. We may request photos of any damage or imperfections to help determine the best course of action.
In cases where a return is necessary, we will arrange collection based on our current delivery schedule. There’s no need to disassemble the item prior to collection, but we do ask that it remains in the same condition as when it was delivered.
Order Cancellations
You may cancel your order for a full refund as long as it has not yet been placed into production.
Once an order has been confirmed for delivery and production has started, cancellations are still possible, but a 50% cancellation fee will apply to cover costs associated with raw materials, administration, and processing.
After delivery, we are unable to accept returns of made-to-order items unless the product is faulty or the wrong item was delivered.
Refunds
If you qualify for a refund, we will process it immediately or once the returned goods have arrived at our warehouse. All refunds will be issued to the original payment method and may take up to 7 working days to appear in your account.
Failed Deliveries
If you are not available during the agreed delivery day and 4-hour time slot, we reserve the right to charge a £75 fee for redelivery. Any redeliveries will be scheduled based on our delivery schedule, van capacity, and availability in your area.