Refund policy
Returns & refunds
Returns
Every order placed is important to us. We want our customers to feel fully supported throughout their entire experience with moonsleepbeds.co.uk, and that includes Returns & refunds.
If you buy from MoonSleepBeds, you are purchasing a piece of furniture unique to you. Every item that leaves our doors is made-to-order and individual to your specifications. We adopt policies and procedures designed to maximise value for our customers. For these reasons, we don't accept returns of made-to-order items unless they are faulty or incorrect.
Please call our Customer Services Team on 07413 203 147 within 3 days of delivery if you realise your made-to-order bedroom furniture is faulty, or that we have delivered the wrong item. We will try to resolve your issue or facilitate your return.
We may ask for you to send us photos of any areas of damage or imperfection to offer you a suitable course of action.
In cases where a return is requested, you do not need to disassemble your product for our Sleep Team to collect. All we ask is that your unwanted item is returned in the condition it was received.
Returns will only be facilitated Monday to Friday, excluding Bank Holidays at a time that suits our rolling delivery schedule.
Refunds
We will process your refund as soon as you let us know that you would like one or from the date that we receive your item back in stock.
Orders not yet delivered will be refunded within 7 days* of notification. We will refund your purchase price, excluding our administration fee of £99 per order.
Orders that have been delivered and returned will be refunded within 7 working days* that after we receive your return into stock. We will refund your purchase price, excluding our collection and restocking charge of £149 per order.
For security reasons, you will be refunded on the card or payment method that you used to place your order.
Failed deliveries
If you are not available in-person to accept on the delivery day and 4-hour slot we have agreed with you, we reserve the right to charge a fee of £69 for redelivery. All redeliveries will respect our rolling delivery schedule, van capacity & availability in your local area.
What happens if the item doesn't fit the property?
All our beds are hand made to order. Hence we highly recommend measuring your property prior to placing an order with us to ensure the beds have easy access to the room of your choice for delivery and assembly.
It is the customer's responsibility to ensure there is ample space available. In an unfortunate event where the items are unable to be taken to the room of your choice for assembly, the £299 restock charge will be deducted from your refund amount back to you.
Headboard
All our headboards are measured to order made, therefore, it is every customer's responsibility to ensure that the height of the headboard chosen is suitable for the entrance of the house and the height of the stairs (if the bed is going upstairs). As a result, there will be a need for extra care when ordering a higher size headboard than the standard one. Any replacement of headboard due to the wrong size ordered would be charged at an extra fee.
Two-piece Headboard
If there are issues of brining the headboard upstairs. our customers can choose to have their headboard made into two pieces, which are joined together once the bed is upstairs. However, this will occur an extra charge of £99 on top of the bed price.
Mirror Headboard
The headboards that are including a mirror on their sides have a different measurement than the normal headboards. Their measurement is 10 inches wider on both sides than any normal headboard size. Therefore, we advise our customers to choose the measurement of their headboards wisely, after measuring the space available in their bedroom.
All our Photos are taken in studio environment, due to the nature of the furniture and some fabrics may appear slightly different in person. To avoid any disappointment please request free of charge fabric samples before placing an order for a Bed and Blanket Box.