Frequently Asked Questions
Everything you need to know about delivery, returns, and your order — in one place.
How long does delivery take?
Most orders are delivered within 3–5 working days of dispatch. Made-to-order or custom items may take longer — this will be confirmed on the product page or at checkout.
How much does delivery cost?
We offer free delivery to most UK mainland postcodes. Any exceptions or surcharge areas will be clearly stated at checkout before you complete your order.
Do you deliver outside UK mainland?
If you’re ordering from Northern Ireland, the Scottish Highlands & Islands, or other surcharge postcodes, please contact us before ordering to confirm availability and any additional charges.
What happens if I miss my delivery?
If a delivery date has been arranged and you’re not available to receive it, a redelivery fee may apply to cover the cost of the next attempt. Please ensure someone is available at the delivery address, or contact us in advance to rearrange.
What’s your return policy?
You have 14 days from the date you receive your item to request a return. To be eligible:
- The item must be unused, unassembled, and in the same condition as received
- It must be in its original packaging with all tags attached
- You’ll need to provide your receipt or proof of purchase
To start a return, email info@ottomandivanbeds.co.uk — please request a return before sending anything back.
Can I return a mattress?
Mattresses and bedding cannot be returned once opened, for hygiene reasons.
Are all items returnable?
A few categories can’t be returned:
- Mattresses or bedding that have been opened
- Custom or made-to-order items
- Sale or clearance items
- Gift cards
If you’re unsure about a specific item, contact us before purchasing.
Can I exchange an item instead of returning it?
Yes — return your original order, and once it’s accepted, place a new order for the item you’d like instead. A re-delivery fee may apply.
I’m ordering from the EU — do I get a cooling-off period?
Yes — if your order is being shipped to the EU, you have the right to cancel or return your order within 14 days of delivery, for any reason, provided it still meets the standard return conditions.
How long does a refund take?
Once we receive and inspect your return, we’ll process approved refunds within 14 days, to your original payment method. Your bank or card provider may take a little extra time to complete the transaction — if it’s been more than 21 days since approval, please contact us.
My item arrived damaged or faulty — what do I do?
Contact us within 48 hours of delivery with photos of the damage, your order number, and a description of the issue. We’ll arrange a replacement, repair, or refund in line with your statutory rights.
Do your beds come with a warranty?
Products may come with a manufacturer’s warranty. Full warranty terms are stated on the product page or provided with the product. Warranty claims must be supported by proof of purchase.
What payment methods do you accept?
We accept secure online payments via third-party processors such as Stripe or PayPal. All prices are listed in GBP (£) and include VAT at the applicable rate.
Can I cancel or change my order after placing it?
Contact us as soon as possible at info@ottomandivanbeds.co.uk. We can make changes before dispatch where possible, but once an order has shipped it’s treated as a standard return.