Return Policy

Introduction

At IvySleep every order matters to us and we hope you love your new bed. Your items are made-to-order; unique and specific to you and are therefore non-returnable.

We offer a 48 hour cooling-off period, in which you can change your mind on details or cancel your order. After 48 hours you will have been contacted by a member of our team to confirm the elements of your order, delivery information and discuss any other details. Once your order is confirmed and the 48 hour cooling-off period has exceeded, your order will be processed and placed into production. If you wish to cancel your order after this period, you will be subject to a fee of up to 30% of your order.

We pay acute attention to detail and put in that extra care and effort every step of the way to ensure you are completely happy with your order, however, we acknowledge that sometimes an unfortunate circumstance may occur. In the event you have received an incorrect or faulty item, please get in touch with us immediately so we can resolve any issue and facilitate a replacement as soon as possible.

We request all customers to please inspect all items upon delivery to ensure any issues or damages are reported without delay. If, in the unlikely circumstance, there are any damages or issues, these must be written on the delivery note before signing and reported to us at IvySleep within 48 hours. Unfortunately, IvySleep cannot accept liability for any issue reported outside of this period and/or without record on the delivery note, as it will be accredited to accidental damage. In the event you need your item returning or exchanging due to faults or incorrect orders, we will arrange for delivery of a replacement item(s) and collect your existing item(s) free of charge.

Mattresses may not be returned if the packaging has been opened for hygiene purposes. If a mattress remains in its original packaging, and you decide you wish to return and notify us within 7 days, we can accept a return and issue a full refund.

Each order is dealt with on a case-to-case basis, and so in extenuating circumstances, if you are not happy with your order and wish to return, IvySleepmay be able to facilitate a return and refund with managers discretion. This will incur a £150 delivery/collection and admin fee and IvySleep withhold the right to adapt this with prior notice and compliance of the customer and upon consultation of management. Please ensure the product remains secure and packaged to avoid any damage in transit on the return. Once we have received the bed and have confirmation it remains in its original condition, we will issue your refund, deducting the £150 delivery/collection and admin fee incurred with all bed returns.

Email: info@ivysleep.co.uk
Phone: 07707332382