Delivery and returns for shop orders

Last updated 2026-10-21.

Delivery and returns for BedGuide shop orders are handled by the seller, the bed company named on the product page. Measure rooms, stairs and doorways before you buy. Check the delivery when it arrives. For most items you can cancel within 14 days after delivery. Faulty goods have extra rights under the Consumer Rights Act 2015.

Please note: This guide is a plain-English summary. It is not legal advice. The full rules are in the marketplace terms.

Who handles delivery and returns?

The seller does. The seller is the bed company named on the product page. BedGuide does not hold stock or send parcels. Sold and delivered by the bed company named on each product. You pay that company through Stripe, and BedGuide earns a fee on each sale.

What should I check before I buy a bed?

Measure first. Beds and mattresses are big, and a bed that will not fit up the stairs is a hard return.

Measure the room, and leave space to walk round the bed and open doors and drawers.
Measure every doorway, stair, landing turn and lift on the way in.
Compare those numbers with the sizes on the product page. Ask the seller for the packed size if it is not shown.
Check the size in centimetres. A UK King is 150 × 200 cm. A UK Double is 135 × 190 cm.

Our bed footprint and access guide explains what to measure. The free bed room planner checks the fit for you. You can also read how to measure a bedroom for a bed.

Then read the product page. Look for:

the delivery charge and the expected delivery time;
whether it is a two-person delivery, and whether they carry it to your room;
whether assembly is included;
whether they take away an old bed or mattress;
whether the item is made to order;
who pays to send it back, and roughly how much that costs.

How does delivery work?

The seller delivers your order. Check the product page and the seller’s own delivery page for how it books delivery. Your confirmation email names the seller and gives your order number.

If no delivery time was agreed, the seller must deliver within 30 days. The goods are the seller’s responsibility until they reach you, or someone you name.

What should I check when my bed arrives?

Look at the boxes for damage before you sign. If you cannot check, write “not inspected” on the delivery note.
Check the size label matches your order, for example King 150 × 200 cm.
Check a mattress has its BS 7177 fire label. A fire label shows the item passed UK fire tests.
Count the parts, legs, bolts and fixings before you start building.
Take photos of any damage straight away.
Keep all packaging until you have checked everything, and while you might still return it.

Report damage to the seller quickly, in writing, with photos. Signing for a delivery does not take away your legal rights. Our fire label guide explains the BS 7177 label.

Can I cancel and return my order?

For most items, yes. You can cancel from when you order until 14 days after delivery. You do not need a reason. This right comes from the Consumer Contracts Regulations 2013.

Tell the seller you are cancelling, by email or in writing. Keep a copy.
Send the goods back within 14 days of telling the seller, or follow its collection steps.
The seller must refund you within 14 days of getting the goods back, or of getting proof you sent them.

The refund includes the standard delivery charge. You may have to pay the return cost, but only if the seller told you before you bought. You can unpack and check the goods as you would in a shop. If you use them more than that, the seller may take some money off the refund.

Can I return a mattress or bedding after opening it?

Often, yes. The law has an exception for sealed goods that cannot be returned for health or hygiene reasons once opened. The usual example is underwear. The exception is narrow.

In 2019, the Court of Justice of the European Union ruled in a case called Slewo. It said a mattress can still be cancelled after its protective film is removed, because it can be cleaned and sold again. UK courts can still follow that ruling.

Some sellers still say opened mattresses or bedding cannot come back. A seller cannot use this exception to take away your legal rights. If you are unsure, ask the seller in writing before you remove a protective seal. Keep the reply.

What about made-to-order items?

Items made to your own design, or clearly personalised, may not have the 14-day right. An example is a bed built to sizes you gave. Picking a standard size or colour from a list may not count as made to order. Ask the seller before you pay if you are unsure.

What if my bed is faulty or damaged?

The Consumer Rights Act 2015 protects you against the seller. Goods must be of satisfactory quality, fit for purpose and as described.

Within 30 days of delivery, you can reject faulty goods for a full refund.
After that, you can ask for a repair or a replacement.
If that fails, you can ask for a price cut or a refund.
In the first six months, a fault is presumed to have been there at delivery.

These rights apply even to made-to-order items and opened mattresses. A sleep trial or a warranty is an extra on top. Read UK bed refund and return rights for more detail.

How do I contact the seller?

The seller’s contact details are on the product page and in your confirmation email. Always give your order number. Keep everything in writing, so you have a record. Sellers in the BedGuide shop agree to reply to customers within 2 working days.

When should I contact BedGuide?

Contact BedGuide if the seller does not reply, or you are stuck. Email [email protected] with your order number. We will chase the seller and ask it to reply. We cannot decide a dispute or order a refund.

For free advice on your rights, contact Citizens Advice. If you paid by card, your card provider may also help.

Where can I read more?

Common questions about delivery and returns

Does BedGuide deliver the bed?

No. The bed company named on the product page is the seller. It delivers your order and handles any return. BedGuide runs the shop pages and passes your order to the seller.

Can I return a mattress after opening it?

Often, yes. The hygiene exception to the 14-day cancel right is narrow. A 2019 EU court ruling said a mattress can still be cancelled after its film is removed. If you are unsure, ask the seller in writing before you open the seal.

Who pays to send a bed back?

If you cancel because you changed your mind, you may pay the return cost, but only if the seller told you before you bought. If the item is faulty, the seller should cover the cost of putting it right.

How long does a refund take after I cancel?

The seller must refund you within 14 days of getting the goods back, or of getting proof you sent them, whichever comes first. The refund goes back to the card you paid with.