Delivery status while dealing with coronavirus
Please be reassured that we are open and delivering. A number of significant precautions have been introduced in order to keep our teams and customers safe from coronavirus. Deliveries are therefore expected to take longer than usual. Deliveries to areas within a lockdown may be to doorstep only while government measures are in place.
If you have already ordered and are experiencing a delay
If you have already placed an order with us, please note that delivery times are longer than usual and some orders will be delayed. Our manufacturing facilities are working at a reduced rate while government guidelines for social distancing at work are in place. Because of this, production is slower and deliveries are taking much longer than usual to schedule. Please be reassured that your mattress will be with you soon, and that we are working hard to deliver it to you as safely and quickly as possible.
Interim delivery process
Our courier team have slightly altered their delivery process whilst restrictions are in place for coronavirus.
The courier will contact you to arrange your delivery. You will have 3 choices for your convenience:
1. A delivery to your door
2. A delivery to a safe place
3. A delivery to a room of your choice
To keep everyone involved safe, and for your peace of mind, we have created a process with precautions taken throughout. If you’d like to know more about these precautions or need any further information on this interim delivery process, please feel free to contact our Customer Care Team who will be happy to help.
We use different trusted couriers for our different sized luxury products, we have chosen each courier based on their quality and service that they can provide you, our most valued customer.
In light of new lockdown measures, our mattress recycling service is operating in a slightly different way. Our courier team will still be happy to take away your old mattress, but we ask you to kindly bring your old mattress to the front door so that our courier team can remove it safely. Thank you for cooperating, and if you have any further questions don’t hesitate to contact us.
We will do our best to deliver all your items on the same day. Please refer to the delivery sections below.
We expect to deliver new Lux mattress orders within 2 weeks, Elite mattresses within 3 weeks and Ultima mattresses within 8 to 12 weeks. You can expect our delivery team to be in touch after your order is placed to discuss your delivery options. Deliveries to Scotland may have a slightly longer lead time.
Brook + Wilde Beds are made to order and have a slightly longer lead time of up to 12 weeks at the moment. Once your bed has been quality checked, the courier will be in touch with you to discuss a delivery date. Deliveries to Scotland may have a slightly longer lead time.
Mattress + Bed
If you have purchased both a mattress and a bed, we will deliver both products together. Please note that Brook + Wilde Beds are made to order and have a slightly longer lead time of up to 12 weeks for now. Deliveries to Scotland may have a slightly longer lead time.
Delivery times vary by product, so it's best to check the product page for expected delivery times. If no delivery time is stated on the product page you can expect us to deliver your bedding order within 7 working days.
Our courier team will contact you to arrange your delivery. For mattress or bed orders you will receive an email or text advising you of a time slot the day before delivery. The day of delivery you will receive an additional message confirming your time slot. Once the courier team has arrived outside your home, the crew will call you to let you know they’ve arrived, and what will happen next.
For all bedding orders, you will be notified by text by the courier with tracking information and an estimated delivery time.
Unfortunately, we are not able to fulfil deliveries outside mainland UK.
Please allow additional time for deliveries over bank holidays, Christmas and New Year.
We will do our best to assist you with your address change. Please note that your order might have been dispatched before we can change your address. Email us on email@example.com.
If no one is available to receive delivery on the confirmed delivery date there is a £30 charge for re-arranging a 2nd delivery date with our 2-man delivery service.