Returns, Exchanges & Cancellations

At Premmier Sleeps, we aim to ensure every customer is fully supported throughout their shopping experience. This includes clear guidelines for returns, exchanges, and cancellations.

Returns

All our products are made to order to meet each customer’s specifications, making them unique pieces of furniture. For this reason, we do not accept returns on made-to-order items unless they are faulty or incorrect.

If you discover a fault or receive the wrong item, please contact our Customer Service Team on 0204-548-5533 within 90 days of delivery. Our team will guide you through the process and help resolve the issue.

To assist us in processing your return, please provide photos of any defects or issues.

Items must be returned in their original packaging and in unused, new condition. Any assembled items or goods not in their original packaging cannot be returned.

For hygiene reasons, mattresses and bedding cannot be refunded or exchanged once removed from their original packaging. A £60 collection fee and a £30 administration charge will be deducted from your refund.

Collections are scheduled Monday to Friday, excluding bank holidays, based on our delivery schedule. Please ensure items are fully prepared and ready for collection on the agreed date.

Refunds

Refunds for orders that have not yet been delivered will be processed within 7 days of notification, excluding a 20% administration fee of the order value.

Refunds for delivered items returned to us will be processed within 7 working days of receipt in stock, excluding a £99 collection and restocking fee.

Refunds will be issued to the original payment method used for the order.

Exchanges

To request an exchange, items must be unused and in their original condition. Contact our Customer Service Team within 90 days of delivery. The value of the original order will be deducted from the new order. The delivery team will collect the item being exchanged at the time of delivering your new order.

Failed Deliveries

If you are unavailable during your scheduled delivery slot, a £60 fee will apply for the first item and £20 per additional item for redelivery. Re-deliveries are subject to our rolling delivery schedule, van capacity, and local availability.

Please confirm delivery charges and times before placing your order. Additional delivery fees may apply in exceptional or remote locations.

Important Notes

  • Verify the dimensions of your product before ordering to ensure it fits through hallways, staircases, and your intended room.

  • If the delivery team cannot complete delivery due to access issues, a fee of up to 50% of the order may apply to cover administration, transportation, and manufacturing costs. This amount will be deducted from any refund.