Delivery Information

1. Standard UK 24h Mon-Fri Deliveries

We use Tuffnells and DX for all our UK standard, 1 man deliveries. 

The tracking page for your parcel can be found below and the consignment number will be emailed to you upon the completion of your order. You will also need our account reference to track the parcel, which is 1488693

http://www.tuffnells.co.uk/proof-of-delivery

To track the shipments with DX, please visit www.dxfreight.co.uk

The tracking page will show information once the goods have been picked up and received at the depot, on the day of shipping.

You can contact our couriers to provide additional details about your consignment, or to ask them to leave the parcel with aneighbouror in a safe place – to do this, simply go to the link below and find your local depot’s contact details.

http://www.tuffnells.co.uk/Search-for-a-local-depot

The standard delivery services will only deliver to your front door and it will not be possible to take it to the room of choice. We do offer a 2 man delivery which is free also and will take the mattress to the room of choice for you - this is explained below.

In some cases, where deliveries are booked to an apartment building, the driver will need to contact you to collect the goods from outside the property.

Offshore, Highlands & Channel Island Deliveries

Deliveries to certain postcodes on the 24h service can take up to 3 working days to arrive. For exact delivery dates, please contact us at checkout, quoting your postcode.
This includes but is not limited to: AB, IV, PA, BT17 and over, ZE, Channel Islands, KW and, TR21 and over.
Our 48h delivery service will not be able to deliver to the above areas.

2. Cut Off Time For Next Day Delivery & Saturday Delivery

The order has to be placed before 2PM on a working day to be processed and shipped the same day. If you order after that time, the order will be processed the next working day.

We offer Saturday delivery service also which can be selected at checkout.

When you pick Saturday delivery service, we will automatically assume that you’re looking for delivery on the nearest Saturday. If you’d like to arrange delivery for a Saturday in advance, simply comment “Please deliver on XX/XX/XX” in the Order Notes section, above the Choose a Delivery Date.


3. Choose A Delivery Date

Our standard delivery date is the next working day following the working day when the order was accepted.

The order is accepted if placed before2PMon a working day, otherwise, it will be accepted the next working day if placed later. If the order is placed on a weekend a holiday, it will be accepted and processed on the next available working day.

Holidays will be displayed on our website when relevant.

The Choose A Delivery Date module at checkout allows you to select a date up to a month in advance, scheduling your delivery for that day – perfect if you plan on moving in on that date, can take a day off work for the delivery, or simply have a day that works better for you.

Weekend days are disabled on this module so if you have paid for the Saturday delivery, see above for instructions.


4. Re-deliveries & Attempted Deliveries

Our courier will attempt delivery between 9AM and 5PM on the selected delivery day (unless a specified timed service has been paid for).

We request that you are home for delivery on the day that was selected as multiple re-deliveries will incur a charge of £12.50 per attempt unless fault was on the couriers or our behalf.


Deliveries When Purchased Using Credit

Any order made on our website for which payment is done under credit terms will need to be delivered to the billing address at which the credit application has been registered to. This is due to the Credit Company’s security checks and there are no exemptions.

For more details, please visit Divido on the link below

https://www.divido.com/for-customers/



5. Two Man Deliveries

Our 2 man delivery service offers a premium white glove service where the courier will contact you a few days before delivery to arrange a convenient day or confirm the day you selected for delivery, following a call and a text on the morning of the delivery to let you know the time of delivery.

There will be 2 people delivering the parcel and they will carry the mattress into your home, into the room of choice. You will need to advise which room they should deliver the mattress into, otherwise they will leave it in the hall way.

You can also have your old mattress removed for a price displayed on the checkout page (if no price currently displaying, the fee will be £30).

Because the courier is specifically sent to your area to deliver and there are numerous previous confirmations of the date and time that the parcel will be delivered, if you are not home to receive the delivery and need to re-schedule, there will be a charge of £30.

If the driver cannot get to your area or cannot arrange the delivery on the time and date promised, it will be re-scheduled for free.


6. Late or Missed Delivery

Although over 95% of our deliveries arrive on time on the date specified, some deliveries can be delayed or missed due to a number of factors, usually ones we can not predict or prevent.

In case our delivery is late or has been re-scheduled for another day, our customer services team will aim to contact you as soon as possible and discuss the options with you.

Sometimes, a delay may result in the courier having to deliver the goods on the following day. If this is the case, we will call you to find out if next day delivery is possible and where required, offer free Saturday delivery to prevent any more time having to be taken off work.

We will not offer any compensation for time taken off work in case a delivery has been delayed. We can, in certain situations, offerdiscounton the order, in form of a cash discount or free items.

We recommend you do not throw away your current mattress until our mattress has been delivered and set up. Any inconvenience due to the disposal of your mattress prior to our mattress delivery, then our delivery being delayed, will not be compensated.

Additionally, we reserve the rights to deliver any free gifts separately from the mattress, which could mean the delivery for those items would have to happen on a different date. If this is the case, we can deliver the free gifts to any other address for your convenience.