Returns & Exchanges

Returns & Cancellations Policy

At Shop Divan Bed, we take pride in crafting every bed, divan, mattress, headboard, and ottoman to order, just for you. Because every item is bespoke, we have a clear policy to protect our craftsmanship and ensure fairness for all customers. We always strive to deliver outstanding quality, honest service, and complete customer care from start to finish.

Faulty or Damaged Goods

Your satisfaction is our priority. When your order arrives, please inspect it carefully before signing for it.

Proof of Delivery (POD)
You will be asked to sign a POD to confirm your items have been received in good condition.

  • Before Signing: If you spot any damage or fault, please ask the delivery team to record it on the POD.
  • After Delivery: If you discover a fault later, please contact our Customer Care team within 48 hours at sales@shopdivanbed.co.uk. We may ask for photos to help us resolve any issues quickly.
  • Important: Please do not attempt to repair an item yourself or use a third party — this may void your right to a refund or replacement. Do not send any goods back without contacting us first.

Returning Bespoke Items

Because every product we make is bespoke and made to order, returns for unwanted items are only accepted under strict conditions.

If you wish to return an item because you have changed your mind, you must notify us within 14 days of delivery. To qualify for a return:

  • The item must be unused, unopened, and in its original packaging.
  • The item must be in a re-saleable condition.

A cancellation/restocking fee of up to 50% of the order value will apply to cover production, materials, and administration. In addition, a £60 collection fee will apply for us to arrange careful collection and transportation of the goods.

Please note, we cannot accept returns for:

  • Opened or used mattresses (unless faulty).
  • Clearance or ex-display items, which are sold as seen.
  • Any item that does not meet the resale conditions above.

Cancelling a Bespoke Order

If you wish to cancel your order before delivery, please notify us as soon as possible:

  • Cancelled within 24 hours of purchase: Full refund.
  • Cancelled after 24 hours, before dispatch: A 50% cancellation fee will apply.
  • Cancelled after dispatch: A 50% cancellation fee + £60 collection fee will apply.

Goods That Do Not Fit

It is your responsibility to check that your bespoke product will fit through doorways, staircases, and any access points before ordering. If delivery cannot be completed due to access restrictions, a 50% cancellation fee plus a £60 collection fee will apply to cover production, transport, and handling costs.

Cancelling an Express Delivery Upgrade

If you have selected Express Delivery, you are purchasing a priority slot in our production and delivery schedule.

  • You may cancel your Express Delivery upgrade for a full refund by 3 pm the day before your scheduled delivery, by live chat only.
  • If you cancel after 3 pm, the express upgrade fee is non-refundable.
  • If you email us instead of calling, the express upgrade fee remains non-refundable.
  • If an Express Delivery cannot be completed due to circumstances beyond our delivery team’s control, the express upgrade fee remains non-refundable.

Refunds

If you are eligible for a refund for a returned item that meets our conditions, or for a faulty product, we will process your refund within 14 working days of receiving the goods in line with our policy. Refunds will be made to your original payment method, minus any applicable cancellation or collection fees.

Need Help?

We are here to make your experience smooth and satisfying. If you have any questions, please contact our friendly team at sales@shopdivanbed.co.uk or via our live chat.

British Made. Crafted for You.