If something has gone wrong with your order, we want to hear about it. Most problems are sorted out quickly once we know the details, and telling us early usually means a faster fix.

How to contact us

• Email — contact@apleybeds.co.uk
• Phone — 0330 133 2807, Monday to Saturday, 9am to 5pm

Email is usually the better route for anything involving photographs or paperwork, because it keeps everything together in one place.

What to include

The more we have at the start, the less we need to come back to you for. Where you can, please give us:

• Your order number and the name the order was placed in
• The product concerned, including size and fabric or colour if it applies
• What has gone wrong, and when you first noticed it
• Photographs — for anything you can see, such as damage, a mark or a fault, clear photographs almost always speed things up
• What you would like us to do to put it right

What happens next

1. We acknowledge it. We confirm we have your complaint and tell you who is dealing with it.
2. We investigate. Depending on the issue this may involve our delivery partner or the manufacturer. Where a manufacturer needs to assess a possible fault, we tell you that is happening and keep you updated rather than leaving you waiting.
3. We put it right. Depending on what we find, that may be a repair, a replacement, a partial refund or a full refund.

If you are not satisfied with the outcome, reply and ask for it to be reviewed. We would rather look at something a second time than leave you unhappy.

Your legal rights

Nothing on this page affects your statutory rights. Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

• Within 30 days of delivery you have the short-term right to reject faulty goods for a full refund.
• After 30 days and within the first six months, we have one opportunity to repair or replace before a refund applies. During this period a fault is presumed to have been present at delivery unless we can show otherwise.

Separately, under the Consumer Contracts Regulations 2013 you have 14 days from receiving your order to change your mind about most items bought online, and a further 14 days to return them. Bespoke and made-to-order items are excluded from this right. Full details are on our Returns and Refunds page.

If we cannot agree

If we reach the end of our process and you remain unhappy, you can seek independent advice or take the matter further:

• Citizens Advice consumer helpline — 0808 223 1133, or citizensadvice.org.uk/consumer
• If you paid by credit card, or by debit card, you may also be able to raise the matter with your card provider.

Who we are

Apley Beds is a trading name of Apley Group Limited, registered in England and Wales. We deliver to mainland England and Wales.