Returns & Refunds
We don't hold beds in a warehouse. We make them. When you place an order, that bed doesn't exist yet — it goes into our UK workshop and is cut, upholstered and built for you. Nothing is picked off a shelf, and nothing is imported and stored.
That's why our beds are better made and better priced than warehouse stock. It's also why cancelling works differently here than at a big retailer, and why we take extra care to get the colour right before we cut. This page explains exactly where you stand at every stage.
Colour: what your screen shows, and what we actually send
Every screen shows colour differently. Phone and laptop displays vary in brightness, saturation and calibration, and our photographs are taken under studio lighting. A fabric that looks warm beige on one screen can look grey on another. This is normal for all upholstery sold online and it isn't a fault in the fabric.
So we don't ask you to guess
If you have any doubt about a shade, ask us before you order and we'll send you footage of the actual cloth — real video or photos of the roll we'd build with, not a studio image. Message us on WhatsApp or email zeeshan@ottomanbedsuk.co.uk with the bed and colour you're considering.
You then tell us which shade to proceed with, and that is the colour we build. It takes a few minutes and it removes the guesswork entirely.
What confirming a colour means
When you choose a shade from footage we've sent, you're specifying how your bed is made. We build to that confirmation, and we keep the message thread as the record of it.
Because the bed is then made to your stated specification, a change of mind about that colour afterwards is treated under the staged terms further down this page rather than as a standard return.
The short version
| Situation | What happens |
|---|---|
| Damaged, faulty or wrong item | Full exchange, no delivery charge either way — you pay nothing |
| Changed your mind before dispatch | Cancel free of charge, full refund, whatever stage we're at |
| Changed your mind after delivery | 14 days to tell us. We collect; collection cost comes off your refund |
| Colour you confirmed from our footage | Built to your specification — staged terms below |
| Mattresses | Returnable while sealed; not once opened, for hygiene |
| Refund speed | 3–5 working days once it's back with us |
The stages your order goes through
Because nothing is pre-made, knowing where your bed is tells you where you stand. Ask us any time and we'll tell you the same day.
| Stage | What's happening | Changes and cancellation |
|---|---|---|
| 1. Order received | Booked into the workshop queue. Nothing cut. | Everything is easy — size, colour, fabric, headboard. Cancel free. |
| 2. In production | Timber and fabric cut, frame built and upholstered. | Cloth is committed. Cancel free on standard orders; staged terms on confirmed-specification orders. |
| 3. Built and checked | Finished, quality-checked and packed. | Cancel free on standard orders. Talk to us on specified orders. |
| 4. On the van | Out for delivery with our own driver. | Tell us immediately and we'll turn it around if we can. |
| 5. Delivered | With you. | The 14-day change-of-mind window starts here. |
Stage 1 is the cheapest moment to change anything, for both of us. If you're having second thoughts, or you're unsure about a shade, tell us early rather than late.
Damaged, faulty, wrong or missing items
This is completely different from changing your mind, and you never pay a penny — standard order or specified, any stage, no exceptions.
Damaged in delivery
We exchange it in full, and there is no delivery charge in either direction. We collect the damaged bed and deliver the replacement at our cost. You are not asked to contribute to collection, redelivery or anything else.
Check your delivery on arrival and tell us within 48 hours if anything is damaged — email zeeshan@ottomanbedsuk.co.uk with your order number and a photo. A photo almost always lets us solve it the same day.
The 48-hour window is so we can act while the delivery is fresh. It doesn't remove your legal rights if a problem appears later.
Faulty or not as described
We'll repair, replace or refund, and we cover collection both ways. Every frame carries our 5-year guarantee.
Wrong or missing item
Tell us and we'll put it right at our cost — whether that's sending a missing part, collecting the wrong item, or both.
Cancelling before dispatch
Free, any time before dispatch — no charge, whatever stage we've reached. Even if your bed is cut and half-upholstered, we won't charge you a cancellation fee. Email us and we'll stop the order and refund you in full.
Yes, that costs us on a made-to-order bed. We'd rather absorb it than argue with you about it.
Changing your mind after delivery
You have 14 days from the day your bed is delivered to tell us you want to return it, then a further 14 days to get it back to us.
How to start a return
Email zeeshan@ottomanbedsuk.co.uk with your order number, the item, your postcode and a couple of dates that suit you. You don't need to give a reason.
Who collects it, and what it costs
We collect it ourselves — our own van, so you don't have to find a courier who'll take a bed. For change-of-mind returns the cost of collection is deducted from your refund, and we'll confirm the exact figure before booking. Nothing is deducted if the item is faulty, damaged or wrong.
What condition it needs to be in
Unpack it and inspect it as you would in a shop. Keep the packaging if you can — it makes collection safer — but we won't refuse a return because a box has been opened.
If the bed has been used beyond checking it over — fully assembled and slept on, marked or scuffed — we may reduce your refund to reflect the drop in value, and we'll explain any deduction before making it.
Orders built to a specification you confirmed
This covers beds where you told us how to make it rather than simply picking a listed option: a colour you confirmed from fabric footage we sent you, a non-standard size, a fabric outside our standard range, or an altered headboard or frame design.
These are made only for you and can't be offered to anyone else. We don't think "no refund, ever" is fair, so we work to the stages instead:
| When you tell us | Refund |
|---|---|
| Before we cut (stage 1) | Full refund. Nothing committed yet. |
| In production (stage 2) | Refund less the materials and labour already committed, itemised for you. |
| Built and checked (stage 3) | The bed exists in your specification and can't be resold. Talk to us — we'll do what we reasonably can. |
| Delivered (stage 5) | No change-of-mind return, as it was made to your specification. |
We show you actual committed costs rather than a blanket percentage, and we never charge more than we've genuinely spent.
If you didn't confirm a specification with us, this section doesn't apply to you. Ordered straight off the website by picking a listed size and colour, with no footage exchange? That's a standard order and your normal cancellation rights apply in full, at any stage.
Specified beds still carry full rights if anything is faulty, damaged, or not as agreed. Made-to-order never means made to a lower standard.
Mattresses
Returnable while sealed in their original wrapping. Once the seal is broken we can't accept a return for hygiene reasons, unless the mattress is faulty.
How to cancel formally
You can cancel by emailing or messaging us — that's the quickest route and we'll act on it straight away. If you'd prefer to use a formal notice, you're welcome to copy the wording below into an email to zeeshan@ottomanbedsuk.co.uk. You don't have to use this form, and any clear statement that you're cancelling is valid.
To OttomanBeds UK, zeeshan@ottomanbedsuk.co.uk:
I hereby give notice that I cancel my contract of sale for the following goods:
Ordered on / received on: __________
Order number: __________
Name: __________
Address: __________
Date: __________
Your cancellation takes effect from the moment you send it, not from when we reply.
If you're unhappy with how we handle it
Tell us first — email zeeshan@ottomanbedsuk.co.uk with your order number and what's gone wrong. We aim to acknowledge every complaint within 2 working days and resolve it within 14 days. If we need longer we'll tell you why and give you a date.
If we can't resolve it between us, you can contact Citizens Advice consumer service for free independent guidance, or refer the matter to Trading Standards.
Your legal rights
This policy sits alongside your statutory rights, it doesn't replace them.
Legal guarantee of conformity. Under the Consumer Rights Act 2015 we are under a legal duty to supply goods that are of satisfactory quality, fit for purpose and as described. If they aren't, you have rights to a repair, replacement or refund. Nothing on this page limits that duty, and any term that tried to would have no effect.
Cancellation. Under the Consumer Contracts Regulations 2013 you have 14 days from delivery to cancel most online orders. Goods made to your own specification are an exception under those regulations, which is why confirmed-specification orders are handled separately above — we'll always make that clear before you order.
If you're ever unsure where you stand, just ask us. We'd rather explain it than have you guess.
Frequently asked questions
The colour looks different to the website photo. Is that a fault?
Usually it's your screen rather than the cloth — displays vary a lot in brightness and saturation, and studio lighting differs from your bedroom. If you'd like certainty before ordering, ask us for footage of the actual fabric and we'll send it.
My bed arrived damaged. What does it cost me?
Nothing at all. We collect the damaged bed and deliver a replacement, and there's no delivery charge in either direction.
How do I get fabric footage?
Message us on WhatsApp or email with the bed and shade you're considering. We film the actual roll and send it over, usually the same day.
You've already started building mine. Can I cancel?
Standard order — yes, free and in full, right up until it goes on the van. Confirmed-specification order — it depends on the stage; see the table above.
Is my order standard or specified?
If you ordered from the website by choosing listed sizes and colours and we never exchanged fabric footage or a written spec, it's standard. Specified orders always involve a conversation first — so if you didn't have one, your order is standard.
How do I know which stage my order is at?
Email or WhatsApp your order number and we'll tell you the same day. Once dispatched you can follow it on our order tracking page.
Can I change the colour instead of cancelling?
Usually yes, and it's better for both of us. At stage 1 it's straightforward. Once we're into production it depends what's been cut — ask and we'll tell you honestly.
Can I return a bed I've already built?
Yes, within the 14-day window. If assembly has marked or damaged it we may reduce the refund to reflect that, so check it over before you build if you're unsure.
How much will collection cost?
It depends where you are. We confirm the exact figure by email before booking, so you can decide before committing.
How do I contact you about a return?
Email zeeshan@ottomanbedsuk.co.uk with your order number, or message us on WhatsApp.