Delivery, Returns & Refunds Policy

Thank you for shopping with ZenBeds. Every bed is bespoke and handmade to order. Please review our delivery, cancellation, returns and refunds terms below. Questions? We’re here to help.

Contact

  • Email: info@zenbeds.co.uk
  • Phone: +44 141 212 9783
  • Address: Unit 3, 74 Firhill Road, Glasgow, G20 7BA, UK
  • Customer Support: Monday–Friday, 09:00–17:00 (UK time)

Order confirmation

  • After checkout you’ll receive an Order Confirmation email with your order number and payment receipt.
  • Can’t find it? Check spam/junk. Still no email? Write to info@zenbeds.co.uk with the subject “Order Confirmation Not Received”.

Processing time

  • Orders are processed within 4–5 business days (Mon–Fri).
  • Orders placed after 2:00 pm GMT are processed the next business day.
  • No processing on weekends or UK public holidays.

Delivery

  • Service: White‑glove delivery to room of choice with assembly and packaging removal.
  • Regions, times and costs:
Region (UK) Method Transit time Cost
England, Scotland & Wales Standard 5–7 business days FREE
Northern Ireland Standard 7–14 business days £100
BFPO Not currently available — —

Tracking

  • As soon as your order leaves our workshop you’ll receive a dispatch email with a tracking number and/or delivery‑scheduling link. If you don’t receive this within 2 business days after your lead time ends, email us and we’ll investigate.

Access and measurements (“Will it fit?”)

  • Measure doorways, stairwells, lifts and the destination room before ordering.
  • Handmade items may vary by up to ±5 cm.
  • If an item doesn’t fit due to access constraints, return/collection fees may apply.

Cancellations (bespoke orders)

  • Within 24 hours of ordering: free cancellation.
  • After 24 hours (production has begun): a 30% cancellation fee applies.
  • Once dispatched or delivered, the order is treated as a return (see below).

Returns (change of mind)
Because our beds are made to order, bespoke items are generally exempt from the standard 14‑day distance‑selling returns. However, we offer the following goodwill policy:

  • Unopened items may be returned within 14 days of delivery.
  • Unopened restocking fee: capped at £60 per item.
  • Collection handling fee: £100–£150 per item (size‑dependent).
  • Opened or used items: strictly non‑returnable unless confirmed faulty or damaged.
  • Mattresses: for hygiene reasons, once the seal is broken they are non‑returnable and non‑exchangeable.
  • To start a return, email info@zenbeds.co.uk with your order number, photos (if relevant) and the reason for return.

Faulty or damaged items

  • Please inspect your order on delivery. If there’s visible damage, note it with the courier if possible.
  • Report any damage or manufacturing fault within 24 hours by emailing photos and your order number to info@zenbeds.co.uk.
  • Warranty: 1‑Year Manufacturer’s Warranty from delivery for defects in materials/workmanship. Claims made after 24 hours are reviewed case‑by‑case.
  • Your statutory rights remain unaffected.

Refunds

  • Approved refunds are issued to your original payment method.
  • Please allow up to 10 business days for funds to appear after we receive and inspect the item.
  • Refund amounts are calculated according to the rules above (restocking/collection fees may apply).

Important reminders

  • We cannot accept returns or provide refunds for: opened mattresses; used bedding items; items that cannot be re‑sold for hygiene reasons unless faulty.

Sleep well, live better—only at ZenBeds.