Delivery

If you have any additional questions which do not appear within this FAQ list on our delivery services, please contact our customer services department.

1. How long does your delivery take?

2. What do I do if the good/s purchased is/are damaged/faulty/non-conforming?

3. How will delivery take place and how long does it take for the hauliers to home deliver?

4. Can you offer me a specific time slot?

5. Is delivery included in the price?

6. What happens if I can't take delivery of my goods on the agreed date and what are my duties as a customer?

7. Who do I contact with queries regarding my delivery?

8. Can I request a specific delivery service i.e. specific time and date? when do I incur storage costs?

9. How big is your delivery vehicle? (my property is in a parking restricted area or my car park is underground so there are vehicles height restrictions or there is parking available but it is time restricted or I live at the bottom of a very narrow lane).

10. My door is quite small - will the bed / wardrobe / furniture fit through it?

11. How much does delivery cost?

How long does delivery take?

We will aim to deliver the products to you as quickly as possible and following an order we will provide you with an estimated delivery time given by the manufacturer. ALL our ranges are by European manufacturers and mainly due to the bespoke element of the ranges and to the interchangeable components that allow you to create a bespoke look,no items are kept in stock but ordered in based on customs requests. Therefore deliveries can take from as little as 3 weeks to as long as 8 weeks depending on the availability of stock at the manufacturer’s warehouse and the schedules of truck departures. 99% of our deliveries take place on time or earlier than expected, however if for any reasons there were unexpected delays, our customer service team will keep you up to date with the delivery progress if time estimates have previously been inaccurate.

Delivery times will vary according to the range and the model that you have chosen.

Please note, if your order combines items by different brands, we would wait for all items to be in stock, before proceeding with delivery. Please check which brand items on order carries the longest lead time and consider that as your estimate. Please note, Stylform items are always delivered separately from other brands, meaning there would be two deliveries if you have combined Stylform with other brands on your order.

Hasena beds

Typically beds take from 3 to 8 weeks to be delivered. Such time frame is due to the fact that when ordering a bed composed of wooden, glass or metal components, these are all kept in stock at Hasena's warehouse, so they will be dispatched with the next available truck, there are 2 departure dates scheduled per month. If the bed you have ordered has got an upholstered item such as the headboard or if it was a fully upholstered bed, then this will be made to order and it therefore takes up to 8 weeks lead time. Longer lead times may occur also for wooden beds or beds with no leather parts anyway, if stocks of certain components have run out and need replenishing.

In case of service parts required, the lead time depends on the specific part, but it normally the same lead time as for full orders of the same kind;

Stylform wardrobes

Typically wardrobes take from 3 to 8 weeks to be delivered. Most components are kept in stock at all times in Stylform's warehouse, and there are several trucks on route to the UK every week. Longer lead times (up to 8 weeks) may occur if stocks of certain components have run out and need replenishing.

In case of service parts required, the lead time depends on the specific part, but it normally the same lead time as for full orders of the same kind;

Relaxsan Magniflex mattresses

Typically mattresses take approximately 3 weeks to be delivered. All mattresses are manufactured in Italy. When ordering a bed and a mattress to go with it, in spite of the shorter lead time on mattresses, this will be delivered along with the bed. Longer lead times (4 weeks) are likely when ordering a made to measure mattress.

The Italians have their Summer holidays in August for two weeks, normally 2nd and 3rd week in August, and then 2 weeks at Christmas for their Winter holidays. Please make sure you place the order by the cut-off date to ensure on time arrival of the mattress with the bed. Please contact us on 0115 8700901 or snooze@head2bed.co.uk for details.

What do I do if the good/s purchased is/are damaged/faulty/non-conforming?

Delivery discrepancies: delivery damages, missing items, items not as ordered, faulty goods, unwanted / wrongly ordered goods

We inform you that under any circumstances, whether you are having the goods installed, or just taking delivery in for self-assembly, if you are not personally present at your property and have left acceptance of your goods to neighbours, relatives, friends, builders etc, whomever is at the property represents you, and whatever decisions they take, signatures they sign, will be considered as taken /given on your behalf.

Any discrepancies must be reported upon delivery. On arrival, if packaging appears damaged it is recommended that this is marked on the delivery note before you sign, otherwise we may not accept your claims, as our own claims would be rejected by our contractors / suppliers. So we trust in your co-operation.

If the goods are assembled by our contractors too, you are kindly requested to check in detail that the finished/assembled product is in perfect conditions and does not carry any damages, because unless reported on the delivery papers you will be asked to sign before the team leaves your property, any following claims will not be accepted.

Missing items:
Should an item be missed or appear not delivered then we request that you notify us on delivery. Normally our goods come with installation included in the price, so our team will notify any missing /wrongly sent parts.

We will endeavour to rectify the matter at the earliest, after delivery.

Faulty goods:

Transit Damages: Whichever form of transport you are entitled to, i.e. express courier delivery more so that 2 man white glove delivery to room of choice including installation or not, damages to the boxes have to be notified on the delivery note.Failing that, your claim will not be accepted and you are not entitled to a free replacement. When in doubt about the conditions of the content of a box, please ensure you write 'BOX DAMAGED - CONTENT UNCHECKED'.

Manufacturing faults:

Under Warranty: first instance report the fault to us with a full description of alleged fault and a picture by email; if necessary, we will then arrange an engineer to attend and either rectify the fault on site or advise on action needed to remedy. If the fault is deemed a manufactures fault and the item is under guarantee then we will replace the faulty item FOC.

Not under Warranty: first instance report the fault to us with a full description of the alleged fault and a picture, we may then arrange an engineer to attend and either rectify the fault on site or advise on action needed to remedy. Costs would be charged to customer.

Faulty goods:

Damages: must be reported upon delivery.

We inform you that under any circumstances, whether you are having the goods installed, or just taking delivery in for self-assembly, if you are not personally present at your property and have left acceptance of your goods to neighbours, relatives, friends, builders etc, whomever is at the property represents you, and whatever decisions they take, signatures they sign, will be considered as taken /given on your behalf,

Under Warranty: first instance report the fault to us with a full description of alleged fault, we will then arrange an engineer to attend and either rectify the fault on site or advise on action needed to remedy. If the fault is deemed a manufactures fault and the item is under guarantee then we will replace the faulty item FOC.
Not under Warranty: first instance report the fault to us with a full description of the alleged fault, we will then arrange an engineer to attend and either rectify the fault on site or advise on action needed to remedy. Costs would be charged to customer.

Non Conforming goods (wrong size/wrong finish) 

Like for damaged goods, we will require pictures to be sent by email to document the non conformity. If the material provided by the customer was not of satisfactory quality or insufficient, the company is entitled to an inspection either directly by an internal member of staff, or via legally authorised independents, upon appointment previously booked-in. This will be necessary to proceed with any course of action that include part/full replacement or allowances granting.

It is tacitly understood that either course of action will only be granted on the single parts that prove to be non-conforming.

How will delivery take place and how long does it take for the hauliers to home deliver?

Once the product is in stock in our warehouse, how will delivery take place and how long does it take for the hauliers to home deliver? Can you offer me a specific time slot? Is delivery included in the price?

Beds (all except Stylform): if your order value exceeds £ 599.00, then you will have been granted a 2 man home delivery including installation, * installation is chargeable on some flat-packed accessories and under no circumstances we can install wall panels or wardrobes to property walls a s that requires drilling into property walls which we cannot carry out by policy*.

Our delivery contractors usually aim to deliver within 10 working days although this can vary based on the time of year (i.e pre-Christmas). When the goods are in stock, the home delivery contractors will immediately allocated all stock and contact you to book in a delivery with you for a delivery date suitable to both parties. They normally serve every postcode area from once to twice a week, and they will aim to book in with you for the earliest possible date. You will be advised a 2 hour delivery slot by phone or e-mail, the day prior to delivery (please see 'can I request a specific delivery service i.e. specific time and date?' section for more info).

The following postcodes

• • PH7-PH50
  • PA19-PA78
  • KW
  • KA27-KA28
  • AB
  • IV16-IV28 AND IV40-IV63
  • HS
  • ZE
  • PL1 - PL95;
  • TA - TQ - EX postcodes;
  • Cornwall;
  • SW Wales
  • Cumbria + Northumberland + Cleveland + Durham + Tyne and Wear;

  as well as Northern Ireland and all the British Isles.

Unless the goods destined to these area can be couriered, 1 man or 2 man haulage services come at a surcharge which depend on the specific area, both for standard drop-only service and for delivery+installation service, WHATEVER THE AMOUNT OF THE ORDER.

• If your order value does not exceed £ 599.00 and you have not opted to pay extra for installation service (cost varies depending on postcode area, please contact us for more info), then you will be contacted by our in house team to book in delivery by next day courier, as soon as the goods are in stock. Next day delivery service can be delivered Tuesday to Friday (excluding public holidays) between the hours of 8.00am and 6.00pm therefore delivery slot times cannot be advised. All Next Day Delivery items ordered/booked in before 12 noon will be delivered the following working day (some postcodes in Wales, Cornwall, Scotland, Northern Ireland and Channel Island may take longer).

• Some Next Day Delivery items may be available for a Monday delivery, however service will have to be requested by the previous Thursday by noon.

• Some Next Day Delivery items may be available for a Saturday delivery, however service will have to be requested by the previous Thursday by noon and extra charges will apply, depending on by 9.oo am or by noon service, as well as postcode and items volume and weight, so please ask for costs to be applied.

• If you were not available on any working week day, and did not want to pay for Saturday delivery extra costs, then you can require for the boxes to be left at a different address (i.e. that of a neighbour, whose address needs to be advised at time of booking) or in case of smaller items these can be left under porch, or through rear gate door if left unlocked.

• Please note that one man delivery service only deliver to the entrance of your property, in the case of flats the one man carrier will only deliver to the communal entrance.

Wardrobes and Stylform items: whatever the value of the order, a 2 man home delivery to a room of choice, including installation, is included in the price whichever the area in the UK Mainland. Areas outside the UK Mainland will be subject to delivery surcharges. Please contact us for more info.

*Please note under no circumstances we can install wall panels or wardrobes to property walls a s that requires drilling into property walls which we cannot carry out by policy* 

Our delivery contractors usually aim to deliver within 5-7 working days although this can vary based on the time of year (i.e pre-Christmas). When the goods are in stock, the home delivery contractors will immediately allocated all stock and contact you to book in a delivery with you for a delivery date suitable to both parties. They normally serve every postcode area from once to twice a week, and they will aim to book in with you for the earliest possible date. You will be advised an AM or PM delivery slot by phone or e-mail, by the day prior to delivery. (please see 'can I request a specific delivery service i.e. specific time and date?' section for more info).

What happens if I can't take delivery of my goods on the agreed date and what are my duties as a customer?

If you accept a delivery date that you subsequently cannot meet we will do our best to rearrange delivery. Please note that if the delivery has to be rescheduled less than 5 working days prior to delivery you will be liable to pay the full cost price for re-delivery.

If the crew arrived at your property, as scheduled and booked in, and no-one was found in to allow access, we would allocate reasonable time to contact you and allow you to be at the property, provided it is within reason, (max 15 minutes). Failing that, delivery would terminate and need rescheduling with failed delivery attempt costs to be met by the customer in full.

If a specific timed delivery is requested (i.e. first drop 7 - 9 am), this requires additional charges which will be met by the client; this is a service that cannot always be guaranteed as subject to availability;

Site access to property: it is the customer's duty to provide parking under any circumstances. Upon executing a delivery, if the delivery crew encountered restricted access to your property, or restricted parking regulations, this may cause a termination to your booked in delivery. Payment for the failed delivery is wholly met by the client so subsequent re-delivery would have to be charged and suitable arrangements be made not to encounter the same issues;

Any permits required are for the customer to organise and need to be in place prior to the crew arriving;
Please also advise if there were restricted hours of parking, due to local schools etc;

Off-site parking: if parking available away from the property, is there the ability to unload directly outside, prior to parking elsewhere? please advise.

Restricted time access: commonly time allocations allowed for unloading and loading goods fall within 30 min period. However please note that installation of most products takes longer than 30 minutes commonly allowed, therefore, if time restrictions apply, the delivery crew may refuse to assemble goods. If the client requires the goods assembling, this may require extra charges for second call out.

In certain circumstances (with reference to 12.3), if requested by the customer and confirmed in writing, it may be possible for delivery crews to work outside of the allotted 30 minute loading/unloading time restrictions, however all charges incurred with any fines, including clamping and all release fees, are to be covered fully by the client;

It is the customer's duty to provide a safe environment for our fitters, because for Health and Safety reasons, they cannot access sites where building is still in progress, sites with unfinished surfaces, with staircases with no bannister, sites with no utilities. Our crew can only access completely finished properties. If the site was still unfinished, the crew can decide to terminate the delivery, the re-delivery or second call/s required will be fully chargeable to the customer. It is the customer's duty to make sure that the alleys were the fitters are supposed to walk along carrying goods, are completely clear of any ornaments, obstacles or other objects, which could represent hazard to their Health and Safety or even be in the way obstructing their way to the room of choice. In the event of any damages to any ornaments left around along the way to the bedroom or in the bedroom, we will not take any responsibilities.

The room of choice where the furniture is supposed to be dropped off/installed must be completely cleared before arrival of our crew, to allow the fitters to move freely and within sufficient space to carry out the job.

In case the fitters are asked to leave the boxes at the customer's property and provide no installation, the goods will be intended as signed for in good conditions, because we are not given chance to inspect the goods with the customer for no choice of ours but due to circumstances, yet we can only claim for transit damages when reported to our suppliers upon delivery.

Access to 3rd floors must be serviced by a lift; If no lifts available, a 3rd man service may be necessary, and the cost of it must be covered by the customer, in the region of £ 120.00 / £ 150.00;
Access to 4th storey/Floors and up, only possible via lift;
If the lift was available but out of order on delivery day, leading to a termination of delivery, the re-delivery cost must be fully covered by the customer;
If the lift was in order, but the goods did not fit into the lift, this would lead to a termination of the delivery, and it would be the customer's responsibility to arrange delivery to their property. Cancellations of orders in this instance would imply a restocking fee of 50% of the value of the goods;

Who do I contact with queries regarding my delivery?

Once you have placed your delivery and received your order confirmation you will be given an approximate w/c date for delivery. Should there be any change to this date we will contact you as soon as soon as possible to advise you. Should you have any queries on deliveries prior to your chosen delivery day please contact one of our customer advisors on Tel.0115 8700901 or to snooze@head2bed.co.uk .

Can I request a specific delivery service i.e. specific time and date? when do I incur storage costs?

For 1 man next day courier delivery service (bed orders below £ 599.00 where installation costs have not been surcharged, small orders i.e. bedside tables, accessories, lighting, mattress only orders)

Next day delivery service can be delivered Tuesday to Friday (excluding public holidays) between the hours of 8.00am and 6.00pm therefore delivery slot times cannot be advised. All Next Day Delivery items ordered/booked in before 12 noon will be delivered the following working day (some postcodes in Wales, Cornwall, Scotland, Northern Ireland and Channel Island may take longer).

Some Next Day Delivery items may be available for a Monday delivery, however service will have to be requested by the previous Thursday by noon.

Some Next Day Delivery items may be available for a Saturday delivery, however service will have to be requested by the previous Thursday by noon and extra charges will apply, depending on by 9.oo am or by noon service, as well as postcode and items volume and weight, so please ask for costs to be applied.

If you were not available on any working week day, and did not want to pay for Saturday delivery extra costs, then you can require for the boxes to be left at a different address (i.e. that of a neighbour, whose address needs to be advised at time of booking) or in case of smaller items these can be left under porch, or through rear gate door if left unlocked.

Please note that one man delivery service only deliver to the entrance of your property, in the case of flats the one man carrier will only deliver to the communal entrance.

In this case there are typically no storage costs to be applied.

For 2 man delivery service including installation i.e. bed orders over £ 599.00 or wardrobes with or without installation service

Delivery runs are compiled by postcodes. If your allotted date is not convenient, the booking team will be able to propose an alternative date to suit both parties.

Whether for first deliveries or service calls, service on day of choice, different from the offered one/s may be arranged, although subject to availability, extra charges will apply, so please ask for costs to be applied. The service is not available for all depots/ranges;

Since arrival of the goods in stock, the delivery contractors will contact you within reasonable time, normally within 2 weeks, to book in delivery. This allows them to allocate the stock and plan the routes and delivery runs.

How big is your delivery vehicle? (my property is in a parking restricted area or my car park is underground so there are vehicles height restrictions or there is parking available but it is time restricted or I live at the bottom of a very narrow lane).

Site access to property: under the obligations of the delivery provided by Roberto Rossellini ltd. t/a Head2bed ltd, the goods vehicles used are in excess of the following dimensions:

* Luton vans, similar size to a furniture removal van. If you have any concerns for access of delivery vehicles please discuss this when you place your order. If you fail to report eventual access restrictions and upon executing a delivery, the delivery crew encountered problems to reach you, this may cause a termination to your booked in delivery. Payment for the failed delivery is wholly met by the client. Subsequent re-delivery with a specialised vehicle or within a specific allotted time frame will also be charged.

The above is valid in case of any restricted parking regulations.

My door/access to room of choice is quite small - will the bed / wardrobe / furniture fit through it?

Access is not usually a problem but it is your responsibility to ensure that the goods that you have ordered fit into your house. Should you have any concerns or queries please contact our customer service department and they will be able to confirm dimensions. Please note that virtually all our products come flat packed for home assembly.

How much does delivery cost?

Beds/Mattresses and Furniture/Accessories

All orders under £500 are subject to a delivery charge of £45. Orders above £500 are free to UK mainland with the exceptions of the below postcodes which will require a surcharge after order.

Our prices include delivery costs to most areas in the UK Mainland, however there will be surcharges, which vary depending on volume, weight and specific postcode, and which we invite you to enquire about, to the following postcodes:

• PH7-PH50
• PA19-PA78
• KW
• KA27-KA28
• AB
• IV16-IV28 AND IV40-IV63
• HS
• ZE
• PL1 - PL95;
• TA - TQ - EX postcodes;
• Cornwall;
• SW Wales
• Cumbria + Northumberland + Cleveland + Durham + Tyne and Wear;
• as well as Northern Ireland and all the British Isles.

Some of the postcodes above may not be served with a 2 man delivery service including installation even if the minimum order value was purchased. If you live at one of those postcodes, please contact us to check if you are entitled to installation.

The Delivery address can be different from the billing address; however, Head2bed must be advised already at time of order. Changing the delivery address after the order has been placed without prior notice in writing, when the goods have already departed the country of origin or are already in stock at the billing address' area depot must be authorised by Head2bed, and may not be accepted if the delivery address was in a different country or county, as transfers may be logistically challenging and imply costs. Even in authorised, all costs would be chargeable to the customer.

For deliveries overseas, i.e. Continental Europe, we invite you to contact us for a quotation, as the relative suppliers may be able to dispatch in your country of choice at a surcharge;