Terms and Conditions

How to order

Items can be ordered on-line, by email, phone or in person. Customised orders however, cannot be ordered on-line.

If you order on-line using a credit or debit card, the full amount due will be taken as the order is placed.

If you order by email, phone or in person, we require a 10% deposit (50% for customised bed frames/international orders) is paid with the order, and payment of the balance is due before, or on the day of dispatch of your goods. If you have placed an order, and paid in full, but then decide to cancel before the goods have been dispatched, we will refund the full order value (unless this is a bespoke item – please see the returns policy below).
Please note, we are a small company and each bed is made to order. Timber is ordered specifically for each customer so please be sure that you are confident that the bed chosen is the right size, model and timber choice for you, before ordering. Cancelling or changing orders at a later date is very costly for us, and changes in model or timber will delay the production of your bed.

On-line security

Your card and personal details are protected by encryption when payment is sent over the internet. You will be dealing directly with the bank when the payment is made. This interaction is secured with the industry standard Secure Socket Layer (SSL) technology.

How to order on-line:

Click on the prices for the items you want to purchase. Click Continue to add more items. When you’ve finished ordering, click Checkout. Fill in your address and click Confirm, any standard delivery charge will be automatically added to your order. Click Pay Now to confirm your order.
Weekday delivery for UK mainland is included in the price. For delivery to all offshore UK islands, Ireland or all other countries please contact us for a shipping price.

Emailing your order

If you prefer not to send your card details on-line, you can email your order and we will contact you by phone to confirm the total price, take payment, and provide shipping details.

VAT

All stated prices include VAT.

Order confirmation

After we receive your order you will be sent a written confirmation indicating an approximate lead time. We ask you to check the details are correct, to promptly confirm any errors, and to read the accompanying fact sheet which includes important information regarding your order and shipping.

Please let us know if there are any unusual access issues for your property, or particular requirements regarding your order.

We endeavour to make our bed-frames to the dimensions as stated on the product pages, however a tolerance of 20mm should be allowed for. They are hand made items made especially for you!

Delivery

When your order is ready, we will contact you to arrange delivery. Please note that once your order is ready, we can offer up to 4 weeks free storage if you need to delay despatch. This 4 week period begins from the original contact date given to you at the point of ordering. Following this period of free storage, a charge of £10.00 per item, per week will then apply.

Beds and sofa beds are delivered flat-packed. They are supplied with clear instructions for quick and easy assembly. Approximate assembly times are between 20 – 40 minutes and are listed on the relevant product pages.

Some mattresses are delivered directly from the manufacturer, if this is the case you will be notified at the point of order. Sprung mattresses are not vacuum-packed.

Someone must be available to sign for the delivery. The courier are not able to leave the goods outside of the property unless this has been previously agreed upon. If you receive a delivery date and you cannot be at the property to receive the goods, but would still like delivery to occur on that day, you can request that the goods be left with a neighbour or in a safe place (porch, garage, etc.). In this instance, please contact us immediately so that we can instruct the courier. Please note: in the instance that the order cannot be signed for, but is left in a safe place as requested, the customer will be responsible for any potential damage or theft of the goods that may occur.

We may have to levy a charge for non delivery if no-one is there to receive the consignment on the date  arranged, or if the accepted delivery date/time slot is cancelled within 24 hours of the delivery date by yourself (this is charged by the carriers and may be passed on to the customer). This charge is dependent on the size of your order and the delivery location. The couriers will confirm the charge with us before we pass this onto you.

All delivery charges for the mainland UK are covered within the cost of our products. Contact us for offshore island and international delivery rates.

Lead times

The following is an approximate guide; please contact us for current information.

  • Bed bases: 6-8 weeks
  • Sofa-beds: from 6-8 weeks, depending on stock levels
  • Mattresses: 4-8 weeks, depending on model and stock levels
  • Bedding/Accessories: usually 1 week, depending on stock levels

Damage

If there is obvious damage to your consignment, please refuse to accept the damaged parcels and ask the carrier to return the goods to us. We suggest you accept any undamaged parcels.

Please report any damage discovered after unpacking within 3 days of delivery, this will enable us to take this up with the carrier, make a claim, and promptly find a resolution for you.

Returns Policy

In the first instance, if you wish to return your order for any reason – please contact us directly via: [email protected].

In common with other companies we cannot accept return of a mattress that has been unpacked and/or slept on unless it is faulty. This is because, it cannot be sold to anyone else for hygiene reasons. For mattresses that arrive expanded – please keep the plastic packaging on the mattress whilst you try it if you think you may need to return it. Vacuum packed mattresses must not be expanded if wanting to return.

If, having received your bed/mattress in good condition, you wish to return this un-used item (for any reason), it will be subject to the following charges:

  • The cost of the collection from your address and delivery back to the Natural Bed Company.
  • Any item that has been personalised to your requirements will be subject to a minimum charge of 25%. (A bed is considered to be personalised if you can not order this version of the bed as a standard option on our website e.g. non standard size or finish, changes to the dimensions, addition of a footboard, use of customer’s own fabric)
  • Notice of intention to return any goods must be given within 14 days of receipt (for multiple items ordered at one time – this is within 14 days of receipt of the last item received). With another 14 days to return the goods once we’ve been notified of the intention to return the goods – unless agreed otherwise.
  • Any returned goods must be packed to the standard in which they were sent out. Delivery of any additional packing materials supplied by the Natural Bed Company, or any damage resulting from inadequate packing will be charged to the customer.
  • Natural Bed Company will arrange collection by a carrier and will specify the day of collection. It will not usually be possible to specify an exact time of day.
  • You will have to be present to hand the goods to the carrier. A letter specifying the reasons for return should be included with the goods.
  • A refund will be processed after inspection and within two days of our receipt of the returned goods, and you will be notified by phone or e-mail.

For unused bedding and accessories please notify us of your intention to return within 14 days, and return within 14 days following notification. Please send goods to the address stated below, including a printed copy of your order, or a slip of paper with your name and address. Once we receive your goods and have checked they are in a saleable condition we shall process a refund via the original payment method.
For health and hygiene reasons the following items sealed for protective purposes will be deemed as used if unwrapped: Bedding products e.g. mattresses, mattress toppers, duvets, pillows, etc.

We ask you to cover the cost of postage back to us for all returns where the product was delivered in good condition.

Please note: we would cover the cost of postage in the unlikely event that the original item arrived damaged or if the incorrect product was sent out. This covers the cost for standard second class postage, currently £3.49 for small parcels and £5.49 for medium parcels. If you choose to return using a more expensive service, the additional postage costs incurred will not be refunded.

Natural Bed Company
Devonshire Point
123-125 Fitzwilliam Street
Sheffield
S1 4JP

Tracking your order

For orders being despatched with Royal Mail, Parcelforce and DPD, we will let you know when despatch is set to occur. You should then receive tracking information via text and/or email once your order has been despatched. If you do not receive any updates, please contact us.

For orders being despatched with our courier Furdeco, you will be given an estimated despatch date in your order confirmation. The courier will then contact you via text and email after your order has been collected to provide a delivery date and time slot. For more information on how the courier operates, please check out Delivery Information.

Other enquiries

If you require any further information that cannot be found on our website please contact us by clicking here .

In the first instance, if you are unhappy with your order for any reason – please contact us directly via: [email protected]. We will do our very best to resolve this for you. We are members of the Furniture Ombudsman, in the unlikely case that you have made a complaint, but are unhappy with the resolution we have offered, you can get further advise or assistance here.