We really hope you’re happy with your new purchase. In the unfortunate event that you are not, we’re sure our smooth returns and refunds
process will have you smiling again. Our service has been developed
with you in mind to ensure that whatever aspect of your order needs
changing, we’re ready to deliver the service you expect and deserve.
Online and store orders
Within the first 48 hours of placing your order you can change any detail
free of charge. That includes the size of the product you’ve chosen, your
delivery address and even your delivery date. You can change your
delivery date and address online by contacting us via email
contact@apleybeds.co.uk or call our Customer Services Team on
03301332807.
For store orders – after 48 hours you will be charged an administration fee of 20%. Cancellations
Online orders only
Orders placed online can be cancelled prior to delivery. We’ll make sure
to refund you within 14 days from letting us know. You’ll be refunded on
the card or payment method that you used to place your order.
Unfortunately, we are unable to offer this service to our in-store
customers.
Online orders only
In-store purchases
Following the temporary closure of our stores, we will honour a late
return to store of pillows, linen, mattress protectors and other soft items provided they remain unused and unopened in their original packaging
with proof of purchase.
Online or telesales purchases
Pillows, linen, mattress protectors and other soft items can be returned
at any time within 14 days after delivery. For hygiene reasons, we
cannot accept back any soft goods unless they are returned unused and
unopened in their original packaging.
Beds, mattresses and other large items can also be returned provided
you let our Customer Service team know within 14 days after delivery.
From 4 June we will be able to resume collection of return items as well
as mattress comfort exchanges. Information on how to prepare for this
can be found on our delivery information page.
Products ordered online must not be used and you still have a
responsibility to take care of the goods while they remain in your possession.
Refunds
We will raise any refunds at the time of cancellation, but we’re afraid that
these cannot be finally processed until the goods to be returned have
reached us or been collected.
Contact Customer Services via live chat, email
(contact@apleybeds.co.uk), or by phone (03301332807). Our working
hours are Monday – Saturday 9:00-17:00
Online orders only
We will raise any refunds at the time of cancellation, but we’re afraid that
these cannot be finally processed until the goods to be returned have
reached us or been collected.
If you bought the item as part of a linked saving offer (e.g. buy a bed for
£999 and get £200 worth of free bedding), you must return both items to
get a full refund. If you only return the bed in the given example, you will
be refunded only £799 to cover the price of the bedding as you no
longer qualify for the offer.
If you participated in a ‘multi buy’ offer (e.g. 3 for the price of 2) and
return part of this order, then any saving that you would have made will
be deducted from your total refund.
To make sure we can take away your mattress as safely and quickly as
possible, we will ask you to wrap and seal all the component parts in the
bags we will send out to you in advance.
We will send you green bags for items being collected as part of our
comfort exchange service. If you do not receive your bags within 48
hours of your exchange date, please get in touch with our customer
services team, who will arrange for another set to be sent and will
advise you of your other options.
The item to be collected must be wrapped, sealed and ready before the
delivery team arrives.
How to prepare for a mattress collection
Please wrap the mattress to be collected in one of the clear bags
provided, then close the bag and seal with sticky tape.
Super-king (6-feet wide) mattresses will not be entirely covered by the
bag. To wrap these, please slit the side of the bag and seal it with sticky
tape on the protruding edge.
Contact Customer Services via live chat, email
(contact@apleybeds.co.uk), or by phone (03301332807). Our working
hours are Monday – Saturday 9:00-17:00
Mattress movement is normal
You most likely sleep in the same position every night and it’s normal for
your mattress to adapt to the contours of your body. It will settle in
pressure point areas and this simply means that the fillings are doing the
job they’re designed to do – supporting you where you need it most. As
part of our Dreams 40 Night Comfort Guarantee, if between 30 and 40
nights of use you’re not satisfied with the comfort of your mattress, we’ll
exchange it for an alternative mattress in the same size
Check out our mattress care guide for tips on how to keep your mattress
in tip-top condition for as long as possible.
The last thing we want is for your new bed or mattress to develop a fault
or arrive damaged. In the unlikely event that this should happen, our
customer services team are on hand to help you get it sorted.
Sometimes, products can appear to be faulty when in fact, they’re doing
their job, or perhaps they require a little care. For example, mattress
movement and settlement is normal. All new mattresses are designed to
settle/dip slightly in the areas that you sleep the most. The layers and
fillings are simply responding to pressure point areas and providing
support where you need it. Our mattress care guide explains this in
more detail.Squeaky bed frames can often be fixed by checking and tightening
fixings. If you’re having further issues and believe your product to be
faulty, please contact our friendly customer services team.
