Frequently Asked Questions

Delivery

How long will delivery take?

Most orders are delivered within 3-10 working days. We will contact you before delivery with your confirmed date and time slot.

Is delivery really free?

Yes. We offer free 2-man delivery to your room of choice for mainland UK orders.

Do you deliver to my area?

We deliver across mainland UK. If you are outside mainland UK or have unusual access requirements, contact us before ordering.

How do I track my order?

You'll receive a dispatch notification with your delivery date and a time slot. For a specific status update, contact us at sales@primesleep.co.uk with your order number.

Returns

Can I return my order?

You can request a return within 14 days of delivery if the item is unused, in its original packaging, and in resalable condition. A 30% handling and restocking fee applies.

What is the 30% restocking fee?

The fee covers inspection, repackaging, and returning the item to inventory. It is deducted from your refund once the return is approved.

Can I change or cancel my order?

Contact us as soon as possible at sales@primesleep.co.uk with your order number. As every bed is built to order, changes or cancellations may not be possible once production has started.

Products

What warranty do I get?

All PrimeSleep mattresses include a 5-Year Warranty against manufacturing defects. Your statutory rights are not affected.

Where are the beds made?

PrimeSleep beds and mattresses are handcrafted in the Midlands using quality materials and proven bed-making techniques.

Can I choose my fabric and storage?

Yes. Divan bed sets can be configured by size, storage type, fabric, and optional headboard where available. A fabric/colour must be selected before the item can be added to your cart.

Payments

Which payment methods do you accept?

Available payment methods are shown at checkout and include major card and wallet options enabled through Shopify Payments.

Can I pay in instalments?

Where enabled at checkout, Klarna is available for flexible payment plans. Availability may vary by order value and location.

Is my payment secure?

Yes. All payments are processed through Shopify's secure, PCI-compliant checkout.