1. Your Order & Delivery Journey
All our beds are handmade to order, created especially for you with care. We don't hold stock unless specifically marked as "in stock" - each order is crafted from scratch to your chosen preferences.
Here's what happens after you place your order:
- Select your perfect bed and any optional features
- Add special delivery instructions at checkout if needed
- We begin crafting your bed and run full quality checks
- Our dispatch team will contact you to arrange delivery
- On the day of delivery, you'll receive a call about 30 minutes before arrival
Note: During busier periods, delivery may take slightly longer than usual - we appreciate your patience and understanding.
2. Delivery Zones, Times & Surcharges
We deliver across the UK, including remote and specialist areas. Delivery times vary depending on your location:
Zone A: LD, LL, SY, SA, NR, IP, CO, SS, ME11-12, CT, TN, PO, SO, SP, BA, BH, DT, TA, LA, CA, DG, KA, FK, KY - 5-7 Working Days
Zone B: PA, PH, DD, AB, EX, PL, TQ, TR - Up to 10 Working Days
Zone C: IV, KV, KW - Up to 10 Working Days
Zone D: Northern Ireland, Isle of Man - Up to 15 Working Days
We'll let you know if a delivery surcharge applies before confirming your order.
3. What to Expect on Delivery Day
- Delivery is to your front door (or the ground floor in flats)
- If you'd like us to bring your bed into a room of your choice, please let us know in advance (fees apply)
- If you're unavailable, and no neighbour arrangement is made, a redelivery fee may be required
4. Split Deliveries
Occasionally, large or multi-piece orders may arrive in separate deliveries. This isn't common but can happen. We'll keep you updated throughout the process.
5. Optional Delivery Upgrades
We offer the following services (available in selected areas):
- Room of Choice Delivery
- Assembly Service
- Bed or Mattress Disposal (if dismantled and ready - dismantling must be arranged in advance)
If you require dismantling of your existing bed, please arrange this before delivery. Charges may apply.
If you book delivery upgrades directly with the courier (instead of us), we can only support the standard delivery on file. For exchanges or follow-up service, the original courier upgrade will not be replicated unless arranged by us.
6. Delivery Inspection & Reporting
Please check your delivery as soon as it arrives:
- Let the driver know if something doesn't look right
- Note visible damage on the delivery sheet/device
- Contact us within 24 hours, with supporting photos if needed
- Keep packaging in case of returns or exchanges
7. Delivery Limitations & Responsibility
- Delivery upgrades must be arranged with The Bed Guys
- Missed appointments or access restrictions may delay your order
- Redelivery fees may apply for failed delivery attempts
8. Remote Areas & Surcharges
Some areas may have limited services or extra lead times. Where possible, we may cover or contribute to shipping costs for exchanges or replacements. This will be reviewed case by case.
9. Need Assistance?
We're here for you:
Email: support@thebedguys.co.uk
WhatsApp Live Chat: 24/7, 365 days a year
Customer Hours: Monday-Friday, 9am-5pm