WE USE DPD AS OUR DELIVERY PARTNER.
CLEAN, GREEN DELIVERY.
TRACKED TO YOUR HOME.
UK: FREE. Allow 1-2 working days. (Next day delivery for £10 – available for orders made before 1pm Mon-Fri)
Europe: £10. Allow 3-5 working days. (Ireland is a slightly faster service)
USA & Canada: £30. Allow 3-9 working days.
Other Worldwide: £40. Allow 4-7 working days.
How we work:
Orders placed before 1:00pm will be dispatched on the same UK business day.
Orders placed after 1:00pm or on weekends will be dispatched on the next UK business day.
Orders placed on weekends or UK public holidays will be dispatched on the next UK business day.
After purchasing you will receive an email when your item is dispatched for tracking your order.
We aren’t responsible for:
Items delivered to incorrectly entered addresses.
Items which are tracked as ‘delivered’ but have not been collected from local collection points or are lost after delivery.
Shipping delays caused by the carrier or the destinations customs department.
Paying international taxes or duties (import duty and taxes incurred for shipping to certain non-EU countries are the responsibility of the customer).
- Free 100-Day Returns
Our 100-night trial means risk-free peace of mind to test our bedding and make sure it’s perfect for you.
If you do choose to return, then please use our Returns Centre.
Alternatively you can contact us using email@example.com quoting your order number for instruction on how to return your item.
To avoid disappointment, we recommend getting in touch with us immediately upon receiving your item.
We offer a generous 100-day trial, but refunds are entirely at our discretion and we can easily identify when customers are being naughty.
- Stuff we don’t cover
Without being gross, problems or issues resulting from normal wear and tear or improper use are not covered.
This includes but isn’t limited to:
- Normal wear and tear.
- Improper usage.
- Minor imperfections such as slight cosmetic flaws.
- Stains, tears, burns, and discoloration that occur over time and/or are caused by the user.
- Anything purchased from a re-seller or distributor.
- Allergies or sensitivities to fabrics or materials.
- Damage caused by badly behaved adults, pets or children.
- Naturally occurring aromas from eucalyptus or other materials.
- Acts of God.
No matter how hard we try, nobody is perfect. Manufacturing defects may be covered after the legal 30-day return policy on a case-by-case basis. If you think your purchase has damage or a defect that was not the result of improper use, then please explain in the Returns Centre or email firstname.lastname@example.org.
Keep in mind that we cannot be held responsible for any damage incurred by the customer from misuse. Tarnishing, discolouration or shrinkage due to overheating or chemical contact is not a product fault. Please see our care instructions on how to avoid this.
- How to return
We ask that returns are initiated through our Returns Centre. If you choose to return your purchase, but have not initiated a return with us, we will not verify your return or refund you. We do not refund shipping costs or process returns if you do not initiate the return with us first.
We’re a new company and really appreciate your feedback. As such, we prefer to get feedback from our customers, so that we can go through all the options. We aim to make it easy for you whilst reducing our carbon footprint and enabling a positive community impact.
- Cost to return
For genuine returns, we will cover the return shipping costs in the UK via our partner collect+, then after your return is received and inspected, we will send you an email to notify you that we have received your returned item and issued a refund.
Unfortunately, any items that don’t reach us are the responsibility of the customer.
- International Returns
Please ensure that you state you are “returning to seller” in the reason for export field on your postage label. You must also state that the item is of no retail value, as we cannot accept customs charges to receive your return. We strongly recommend using a tracked and shipped service for return as we cannot refund/exchange items that don’t reach us safely. International shipping costs are the responsibility of the customer. Please note we do NOT refund international customs taxes and sales charges.
If returning a faulty item from abroad that is outside the legal return window we will cover return postage if agreed beforehand and it is deemed faulty upon inspection when it has arrived to us. For all other (non-UK) international returns, the customer is liable for the postage costs.
- Hey, where’s my refund?
Usually it takes 5 days at the most. If you haven’t received a refund yet, firstly please check your bank account again and keep in mind that it may take some time before your refund is officially posted. Failing that, you should contact your bank.
There is sometimes a processing time before a refund shows up as a credit. This can take up to 10 business days but is usually much faster. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
If you have mistakenly reported your refund missing, we will revoke the refund and use the money to buy eucalyptus-based snacks for our secret army of mini koalas. (Only kidding, our koalas are normal size).
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