Henrys Beds

Returning Items & Getting a Refund

You can return items and get a refund within 50 days of delivery.

To make a return, just contact us before the 50 days ends and we’ll help you start the process.

If you return an item during the 50-night trial, a £100 collection fee will apply.

Is there a fee to return or exchange an item?

Yes, there is a £100 collection fee for all returns, including change-of-mind or exchange requests. This fee will be taken off your refund.

What condition does the item need to be in?

Returned items must be in good condition and suitable for resale. If an item is damaged (for example, stained, torn, or structurally faulty), up to 75% may be taken off the refund to cover the loss in value.

Do I need to keep the original packaging?

If you think you may return the item, we recommend keeping the original packaging. If you no longer have it (for example, after assembly), you will need to provide suitable packaging before we can collect the item. We will also need a photo of the item fully packaged before arranging collection. If you want our collection team bring packaging material

with themselves, additional £30 will be charged.

What should I do if my item is damaged on delivery?

Please check your item when it arrives. If you see any damage:

• Sign the courier’s device as “Damaged”

• If you find damage after opening the package, contact us within 48 hours

Claims reported after 48 hours may not be eligible for a refund or exchange.

Are there any items that can’t be returned?

Yes. Custom-made or made-to-measure items (such as non-standard bed or headboard sizes) cannot be returned unless they are faulty or incorrect. Because these items are made specially

for you, they are not covered by the 60-day return policy.

Refunds are sent back to the original payment method.

Once your return is processed, please allow up to 5 working days for the refund to show in your account.

Can I cancel my order before it’s delivered?

Yes, you can cancel your order for a full refund as long as a delivery date has not been booked.

Once your delivery date is confirmed by SMS or email, a £100 cancellation fee will apply.

Shipping & Delivery Details

Which areas do you deliver to?

We deliver across mainland UK. However, we do not deliver to some offshore locations and certain postcodes.

If you’re unsure whether we deliver to your postcode, please contact our team.

How much does delivery cost?

Standard delivery is free for most eligible

mainland UK addresses.

You can also choose extra services for a fee:

These optional services can be added at checkout.

How long will delivery take?

Delivery usually takes 5–10 working days for in-stock items.

During busy periods, such as Bank Holidays, Black Friday, or Christmas, delivery may take a little longer. We’ll keep you updated throughout the process.

When will my delivery date be scheduled?

We aim to deliver between 7:00 a.m. and 6:00 p.m., Tuesday to Sunday, but some deliveries may happen outside these times

due to routing, traffic, or courier schedules.

Once your order is confirmed, you’ll get your delivery date by SMS and/or email. On the day of delivery, you’ll receive a 2-hour delivery window

Can deliveries be made on weekends?

Yes, we can deliver on weekends, but we cannot guarantee a specific day before you place your order. Weekend delivery depends on your location and the courier’s schedule.

Is it possible to change my delivery date?

Yes, you can change your delivery date if needed.

After your delivery date is confirmed via SMS or email, you have 24 hours to contact us and reschedule free of charge.

If you request a change after 24 hours, a £100 redelivery fee will apply.

Make sure to contact us within 24 hours of receiving your delivery date to avoid this fee.

Can you deliver the item to a specific room?

Standard delivery is to the front door only.

For apartments or flats, we deliver to the ground-floor lobby.

If you’ve booked our assembly service, we can deliver the item to your room of choice, as long as it’s safely accessible.

Important: We can carry items up two floors. For higher floors, a lift is required. If there’s no lift beyond the second floor and assembly was booked, a £100 delivery surcharge will apply.

What happens if I’m not home for my delivery?

If you’re not home for your delivery, a £100 redelivery fee will apply.

We’ll help you reschedule within 5–10 working days. While we can’t guarantee a specific date, we’ll do our best to accommodate your preferred day.

Do I need to be home to receive my delivery?

Yes, all deliveries must be signed for. We do not deliver to unattended properties.

If no one is available to receive the delivery, a £100 failed delivery fee will apply.

What if my item won’t fit through the door or up the stairs?

Please measure carefully before ordering. If delivery cannot be completed due to access restrictions (like narrow doors or tight staircases), a £100 return fee will apply.

Assembly service fees are non-refundable in this case.

Do you offer old bed or mattress removal?

No, we no longer offer old bed or mattress removal.

Please check with your local council, as this is usually an affordable way to dispose of old furniture.

Can I inform you about delivery restrictions before my order?

Yes! If you have special access instructions or concerns (like narrow staircases or no parking), please contact us before your delivery