Contact Us / FAQs

Back in 2008 we took the decision to transform our telephone call centre into an e-contact centre to enable us to deal with our customer enquiries more efficiently.

To make things easier for you we have listed below the answers to the questions we are most frequently asked. If your question is not answered below, you will find a web form to use under the appropriate heading. The use of web forms enables us to deal with your enquiry efficiently by automatically directing your question to the correct department. We will usually respond to your enquiry within 24 hours but this can take up to 48 hours during busy periods.

Catalogues & brochures

1. Do you have catalogues?
In an effort to keep our costs (and therefore our prices) as low as possible, we don't print paper catalogues. Instead, we have an extensive selection of furniture on display here on our website. If you have any questions or need any help or advice please feel free to contact us by clicking here or by calling our sales team on 0113 248 2233 (lines open 10am until 4pm Monday to Friday).
2. Can you send me a manufacturer's brochure?
Due to frequent changes in styles, fabrics and finishes, most manufacturers don't offer comprehensive brochures of their ranges. However, if there is an item you are interested in that is not shown on our site, we may be able to e-mail a photo for you to look at. E-mail us for more information by clicking here or by calling our sales team on 0113 248 2233 (lines open 10am until 4pm Monday to Friday).
3. Do you have any showrooms?
No, our website is our only showroom. By shopping online with us you will avoid hours of driving around from one showroom to another. Our 'no quibbles' returns policy allows you to view our furniture in your home - and where better to see it?!
4. Do you offer samples?
We are able to send you samples for some of our furniture ranges. To request a sample please contact us by clicking here

Security

1. How safe is it to give my credit card details online?
None of the customers who have shopped at beds123 have reported fraudulent use of a credit or debit card as a result of purchases made with us. The reason shopping with us is so safe is that our secure server software encrypts your credit or debit card number and converts it into bits of code that are then securely transmitted over the Internet. We are so confident about the transaction security we offer on our site that we back every purchase with a security guarantee. In the extremely unlikely event of unauthorised use of your credit or debit card, most banks and card issuers either cover all the charges that result from unauthorised use of your credit or debit card, or may limit your liability to just £50. If your bank or card issuer does hold you liable for any of the £50, beds123 will cover the entire liability to you, up to the full £50. beds123 will cover this liability only if the unauthorised use of your credit or debit card resulted through no fault of your own from purchases made at beds123 while using the secure server.
2. How will you use my personal details?
beds123 has a strict privacy policy of keeping all customer information entirely confidential. We will never pass your details on to a third party.

Ordering & payment

1. How can I place an order?
You can order online simply by clicking the "Buy Now" button next to the item you wish to purchase (you can always remove the item from your order later) and when you are done shopping click the "Proceed to Checkout" button which takes you to our secure checkout. You may then enter your delivery and billing information and credit card details and submit your order via our secure server. Alternatively, if you'd prefer to place your order over the phone you can call a member of our sales team on 0113 248 2233 (lines open 10am until 4pm Monday to Friday).
2. What methods of payment do you accept?
We accept MasterCard, Visa, Switch / Maestro, and JCB cards as well as personal cheques and bank or building society cheques (all cheques made payable to "beds 123 Limited").
3. Do beds123's prices include VAT?
All prices quoted by us include VAT at 17.5%
4. What happens if I cancel my order?
An order may be cancelled at any time between the placement of the order and 7 working days following delivery of the goods. If you are dissatisfied with your purchase for any reason you may, within seven working days of delivery, contact our Customer Service department to notify us that you wish to return some or all items from your order. You can either arrange to return the goods to us yourself at your own cost or you may ask us to collect the goods in which case you will be charged £40 which will be deducted from your refund unless you have chosen the 'pre-paid returns' option. Goods must be returned in the same condition they were in at the time of delivery and in their original packaging. Items which are not adequately packaged at time of collection may not be collected and a charge of £40 may be levied to cover cost of failed collection. Refunds will be issued within 30 days of receipt of goods and after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged. Please note that for selected items of leather upholstery there is a 50% cancellation/returns fee unless the order is cancelled within one week of placement. Such items are clearly marked. Mattresses can only be returned if they are unopened. Mattresses which have been opened and slept on cannot be returned. If you wish to test a mattress please keep it wrapped until you are sure you want to keep it. To contact us about cancelling an order please click here
5. How do your prices compare to others?
Our prices reflect a saving of between 10% and 30% off the manufacturer's suggested retail price. While list prices and discounts vary from place to place, we are confident that our prices are among the most competitive anywhere in the UK. If you see an item cheaper elsewhere we'll do our best to beat that price.
6. What happens once I've placed my order?
When we receive your order we'll order your goods from our suppliers (unless they are in stock). Once your goods are available you will be contacted by telephone by our carriers to arrange delivery. Parcel deliveries will be delivered within the stated delivery time and will not be booked-in in advance.

Delivery

1. What is beds123's delivery policy?
The prices shown on our website include free home delivery anywhere within mainland Britain, except to PH, IV, KW, AB and some PA postcodes where there will be a small additional charge which will be advised prior to order confirmation. Large items are transported directly to your home in specially equipped furniture vans and are carried in by trained furniture delivery staff. Smaller items may be delivered by a parcel service. For delivery to Northern Ireland, Isle of Man, Isle of Wight, Scottish Islands and Channel Islands we will deliver free to a nominated mainland GB address e.g. a port. Onward shipping from that point is the responsibility of the customer. The only exception to this is a selection of 'Next Day Delivery' items, which can be delivered on a Saturday for an additional charge. These items are clearly marked.
2. When can I expect my order?
Delivery times vary according to the product and the manufacturer. Approximate times are given next to each product description but these may vary depending on how busy the manufacturer is when you place your order. We will endeavour to notify you as soon as possible of any delays we are made aware of. Generally, when more than one item is ordered all items will be delivered at the same time. If you have a suggestion concerning your delivery please contact us by clicking here.
3. Are you able to deliver outside the UK mainland?
Unfortunately we are unable to deliver outside the UK mainland. However, if you nominate a shipping company we are able to deliver, free of charge, your order to them for onward shipment to you.
4. How do you calculate your delivery times?
Every item in our range has its own unique delivery time that is up-dated daily to reflect changes in the supply-chain. Many items of furniture are manufactured to order or made abroad and the delivery time reflects the time it takes us to deliver it to your home. Long delivery times are not unique to beds123, they are the norm with virtually all UK furniture retailers. By making and delivering your furniture to order we are able to offer you the broadest choice of furniture possible, allowing you to choose the item that is just right for you and which will give you pleasure for many years to come. If a fast delivery time is important to your purchasing decision we recommend that you check our Next Day Delivery category or browse our store further to see if there is an item with a shorter delivery time. Items in our Clearance Sale area are currently in stock and sold on a first come first served basis.
5. What if I'm unable to take delivery of my order when it's ready?
If you are having work done in your home please be aware that building projects are frequently delayed. If you are unable to take delivery of your furniture when it is ready we will store it for you free of charge for 21 days. Beyond this time we are obliged to charge a weekly storage fee of £10 per week.
6. What if my delivery contains damaged goods?
This happens infrequently, but sometimes furniture sustains minor damage during shipping or contains a manufacturer's defect. If this occurs, contact our customer service immediately by clicking here. We will arrange for the goods to be repaired in your home if possible, alternatively we will arrange to have them returned to the manufacturer. If items need to be returned please keep the original packaging. All returns and repairs must be arranged through our Customer Service Department (we are unable to pay for returns which we have not authorised).

After sales

1. What if I need a replacement item or a spare part?
In order to replace an item damaged in transit or to provide a spare part we require your order number, the name of the product to be replaced or the name of the spare part required (please provide the part number given in the assembly instructions where available). To request a replacement or a spare part please click here.
2. What is beds123's returns policy?
We want you to be delighted with your purchase. Once you receive your furniture you have seven working days to decide if you wish to return it. If so, then you can either arrange to return the goods yourself or you can ask us to collect them from you. If you choose the latter then you will be charged £40 which will be deducted from your refund. Alternatively, you may take up our Pre-paid Returns option, which you will be offered at the checkout. This costs £3.95 for orders up to £200 and £4.95 for orders over £200 and means that should you wish to return all or part of your order then the £40 collection charge will be waived. Whichever of the above you choose please note that all items must be returned in their original packaging or similar. Items which are not adequately packaged at time of collection may not be collected and a charge of £40 may be levied to cover cost of failed collection. Refunds will be issued within 30 days of receipt of goods and after we have inspected them for damage. We reserve the right to withhold all or part of your refund if items are returned damaged. Please note there is a 50% cancellation/returns fee on selected items of leather upholstery unless the order is cancelled within 1 week of placing your order. Such items are clearly marked. Mattresses can only be returned if they are unopened. Mattresses, which have been opened and slept on, cannot be returned. If you wish to test a mattress please keep it wrapped until you are sure you want to keep it.
3. What if I wish to cancel my order?
If you wish to cancel your order you need to notify us in writing by email stating the name the order was placed in, your order number, the item(s) you wish to cancel and the reason for cancellation. If you wish to cancel your order please click here.
4. What if I wish to return an item?
If you wish to return an item you need to notify us in writing by email within seven working days of receipt of your order, stating the name the order was placed in, your order number, the item(s) you wish to return and the reason for returning the item(s). Please note that we are unable to accept returns of mattresses once they have been removed from their packaging. Items that need to be returned must be re-packaged in their original packaging. If you wish to return an item please click here.
5. What is beds123's policy on refunds?
If you cancel your order before it has been delivered we will issue you with a refund subject to our policy on cancellations of made-to-order upholstery items (50% refund if cancelled after one week from placing your order). If you cancel your order after you have received your goods we will issue you with a refund once the goods have been returned to us and they have been inspected. The refund will be subject to the returned items being in good condition. A collection charge of £40 will be deducted from your refund unless you selected our pre-paid returns option when you placed your order. Please note that refunds may take up to 30 days to process. If you have any questions relating to a refund please click here.
6. What warranties do you offer?
All of our products come with a full manufacturer's warranty. These vary in length but are for a minimum of one year. Specifics on getting warranty service will depend on the item, the nature of the problem, the manufacturer and your location. Further details on manufacturer's warranties will generally be attached when you get your new furniture. Your statutory rights are not affected.
7. What if I wish to make a complaint?
We try our hardest to provide our customers with an excellent service. If for any reason you are not satisfied we would like to hear from you. If you wish to make a complaint please click here.

If your question was not answered above, you may contact us using the links below:

E-mail

Customer service
click here

Trade orders (to place a new trade order or enquire about an existing one)
click here

Marketing (enquiries for our marketing department)
click here

Accounts (queries concerning supplier accounts payable and other accounting matters)
click here

Technical (problems with the website, software or other IT related issues)
click here

Suppliers (companies interested in supplying beds123)
click here

Careers (apply for one of our vacancies; attach your CV and cover letter)
click here

Fax

Address