Terms and Conditions

This page contains the consumer Terms & Conditions on which we, Gone2Sleep, sell any products listed on our website. These Terms & Conditions are only applicable if you are a consumer. 

By purchasing our products, you agree to be bound by these terms and conditions. Please be aware that you will not be able to place any orders from our website if you reject these terms and conditions.  

1. General

1.1. All online orders are subject to these terms and conditions. By placing an order with Gone2Sleep, you agree to abide by these conditions. If you have any questions, please contact our customer support team after carefully reading these terms and conditions.

1.2. If you do not wish to comply with these Terms & Conditions, you should not place an order and enter into a contract with Gone2Sleep.

1.3. Please note that these Terms & Conditions do not affect your statutory rights under the Consumer Rights Act 2015, which as a company, we strictly abide by.

2. Orders and Contracts

2.1. By using our website to place an order, you attest that you are at least eighteen years old and legally allowed to engage in legally binding deals.

2.2. All orders are subject to acceptance. All details supplied to Gone2Sleep must be valid and accurate. Once your order is accepted by us, a contract is formed between you and Gone2Sleep.

2.3. If there are any issues with your order (e.g., stock unavailability, payment failure, incorrect address), we will aim to contact you as soon as possible.

2.4. You should be aware that:

• All images displayed on the website are for illustrative purposes only. Some colors, finishes, and patterns may vary slightly due to screen settings.
• All sizes and measurements are approximate. Mattress and bed measurements refer to the sleeping surface.
• Mattresses may have a slight tolerance in size due to manufacturing processes.
• A gap between the bed frame and mattress is intentional to allow space for bedding and to accommodate mattress movement.
• Firmness ratings are for general guidance and may vary depending on body weight and sleep preferences.

2.5. Suppliers may occasionally modify products or components without prior notice, provided the change does not materially affect the quality, functionality, or appearance of the product.

2.6. If you experience difficulty placing an order, please contact our customer service team for assistance.

2.7. If you are redeeming cashback via a third-party provider, please note that this cannot be used in conjunction with other promotional codes or discounts.

3. Errors

3.1. If a product is listed with an incorrect price or incorrect product information due to a typographical error or system error, Gone2Sleep reserves the right to cancel any orders placed for that product before a contract has been formed.

3.2. If you receive an item and there is an issue due to inaccurate product information on our website, please contact our customer service team, and we will take steps to rectify the issue in accordance with your rights.

4. Price and Payment

4.1. All prices displayed on Gone2Sleep.co.uk include VAT (Value Added Tax). What you see is what you pay, excluding any delivery charges, which are clearly displayed at checkout.

4.2. VAT refunds or VAT exemptions are not available for mainland UK customers. We may offer VAT-free pricing only for eligible addresses such as Jersey or Guernsey, subject to verification.

4.3. The total amount payable (including product costs and delivery fees) will be charged to your provided payment method when your order is confirmed.

4.4. We only accept payments from UK-based bank accounts or valid payment sources recognized in the UK.

4.5. We accept most major debit and credit cards, including Visa, Visa Debit, MasterCard, Maestro, and American Express, along with PayPal.

4.6. Please ensure that the billing information provided matches the records held by your bank. Incorrect or mismatched details may result in delays or cancellations. Your order will only be processed once full payment is authorized.

5. Goods

5.1. All items offered for sale are subject to availability. We reserve the right to withdraw any product at any time.

5.2. If a product becomes unavailable after you place an order, we will contact you with options: a full refund or an alternative product of equal value.

5.3. Items marked as out of stock may still be purchased on a pre-order basis. We will do our best to fulfill delivery on your selected date. However, estimated restock times are subject to change based on supplier updates.

5.4. Once back in stock, you will receive an email notification to confirm or arrange delivery.

5.5. Upon delivery, the goods you receive will:

• Be of satisfactory quality.
• Be fit for their intended purpose.
• Match their product description on our website.
• Be compliant with UK consumer safety and trading regulations.
• Be free from material design or manufacturing faults, where reasonably possible.

5.6. Our guarantee does not apply to defects arising from:

• Fair wear and tear or mattress settlement.
• Accidental damage or misuse.
• Failure to follow care instructions.
• Unauthorized modifications or repairs.
• Use in commercial or non-domestic settings.

5.7. If your goods are faulty or not as described, please contact our customer service team. Your rights include:

Short-Term Right to Reject
You may reject the goods within 30 days of delivery for a full refund.

Right to Repair or Replacement
If you prefer or the 30-day period has passed, we will offer a repair or replacement free of charge. Replacements are on a like-for-like basis.

Right to Price Reduction or Final Rejection
If the repair or replacement fails or is unreasonably delayed, you may either request a discount or reject the goods entirely for a refund.

6. Deliveries

6.1. Delivery options will be shown at checkout. You can select your preferred available date.

6.1.1. We can only deliver to the address provided during checkout.
6.1.2. Delivery address changes must be made at least 72 hours in advance and may require proof of identity. Delivery dates may change due to address amendments.

6.2. For details about available delivery areas and times, please refer to our Delivery Policy page.

6.3. Please note that Gone2Sleep has no control over exact delivery times and cannot guarantee courier arrival slots.

6.4. If you have specific delivery access requirements, contact us before placing your order.

6.5. Some larger items may require assistance from the recipient during offloading.

6.6. You may receive tracking details via email or text once your order has been dispatched.

6.7. Upon delivery, inspect the packaging and contents carefully. If anything appears damaged or incorrect, refuse the delivery, mark it as ‘damaged’ or ‘incorrect item,’ and notify our customer service team within 24 hours.

6.8. If any boxes are missing, note this with the courier, accept the delivery, and contact us within 24 hours. Include photos of the received boxes and any identifying labels.

6.9. Check all product parts before starting assembly. Any visible issues must be reported before you begin assembly. If you proceed to assemble an item with visible damage or missing parts, your rights may be affected.

If parts are missing or damaged, notify us within 30 days for a free replacement. After this period, charges may apply. Include clear photos and part numbers (from your instruction manual) to help us resolve the issue swiftly.

6.9.1. Please retain all original packaging until your item is fully assembled and inspected. Returns may only be accepted if the product is returned in its original packaging. If the packaging has been disposed of, we may not be able to accept returns or may apply restocking charges.

6.10. Gone2Sleep.co.uk endeavors to deliver your product(s) on the date selected at checkout in most cases.

6.11. Delivery dates and lead times are calculated from the date of your order. While we aim to meet these timescales, there may be occasional delays due to factors beyond our control (e.g., courier delays, supplier shortages, extreme weather). If we are unable to deliver on your chosen date or within the advertised lead time:

• You have the right to cancel your order and receive a full refund if you made it clear when ordering that the delivery date or lead time was essential.
• If this was not made clear, we will propose a revised delivery date or agree on a reasonable extended timeframe. If we are still unable to deliver within that revised timeframe, you are entitled to cancel and receive a full refund of all monies paid.

6.12. If Gone2Sleep reasonably believes that delivery cannot be completed due to circumstances outside our control (e.g., warehouse damage, transport strikes), we reserve the right to cancel your order and issue a full refund for the undelivered items and services.

6.12.1. Gone2Sleep cannot accept liability for consequential losses such as loss of earnings or time resulting from delays or failed deliveries. However, we will always try to resolve issues promptly and keep you informed.

6.12.2. Do not dispose of your current furniture until you have received and checked all items from Gone2Sleep. We cannot be held responsible for situations where existing furniture has been removed, and the new item arrives late, incomplete, or damaged.

6.12.3. Due to stock availability and logistical considerations, some orders may be delivered in separate shipments. You will not be eligible to claim compensation or reimbursement for any consequential loss due to split deliveries.

6.13. It is your responsibility to ensure that your property is accessible by a vehicle approximately the size of a 7.5-tonne lorry. If access is restricted or unsuitable, the delivery may be refused. In such cases, delivery fees (if applicable) will not be refunded, and return or re-delivery charges may apply.

6.14. If you require a smaller delivery vehicle, please notify us at the time of placing your order. Failure to inform us may result in a failed delivery and associated charges.

6.15. Gone2Sleep is not responsible for damage, delay, or loss caused by third-party couriers or drivers. We advise checking your goods thoroughly before disposing of any packaging or existing furniture.

6.16. If you choose to employ a joiner, handyman, or third party to assemble your furniture, they do so at your own risk. Gone2Sleep does not accept responsibility for any damage or faults arising during or after assembly.

6.17. For more details, refer to our Delivery Policy, which forms part of these Terms & Conditions.

7. Failed Delivery Attempts

7.1. If the delivery fails due to incorrect delivery information provided by you, we will do our best to redeliver once updated details are received. However, this may cause delays and incur additional charges.

7.2. You are not required to be present to accept delivery. Anyone at the delivery address can accept the goods provided they inspect and confirm that all items are correct and undamaged. Acceptance of delivery constitutes acceptance of responsibility.

7.3. If no one is available to accept the delivery on the scheduled date, please contact us in advance to rearrange. In some cases, couriers may leave your order in a designated ‘safe place’ or with a neighbor, but this is done at your own risk, and Gone2Sleep cannot accept liability for missing or damaged items left without a signature.

7.4. If you miss the agreed delivery appointment, please contact us to reschedule. If a specific delivery date has been agreed upon and you are not present to accept it, a re-delivery charge of £50 may apply.

7.5. Gone2Sleep is not liable for any losses, costs, or inconvenience caused by late or missed deliveries.

7.6. If a delivery fails and no new delivery date is arranged, your order will be placed on hold. If no contact is made within 7 working days, the order will be canceled, and a return-to-sender fee will be deducted from your refund. For more details, please refer to our Returns Policy.

8. Risk

8.1. We recommend that a responsible adult is present to accept and inspect all deliveries. If you authorize us to leave the goods unattended (e.g., outside your home or on a porch), you do so entirely at your own risk. Gone2Sleep does not accept liability for theft, weather damage, or other loss in such cases.

8.2. Risk and ownership of the products pass to you once delivery is made or the goods are collected from our warehouse or courier partner.

9. Faulty Items

9.1. If your item develops a fault within 30 days of delivery, please report it to us in writing (via email) with supporting photographs and a description. Gone2Sleep will address the issue in accordance with the Consumer Rights Act 2015 and our Manufacturer’s Guarantee.

9.2. If a manufacturing fault is confirmed, Gone2Sleep may, at our discretion:

• Replace the damaged part(s)
• Replace the entire item
• Offer a refund

The remedy offered depends on the fault’s severity, timing, and warranty terms.

9.3. Items returned for inspection must be dismantled, safely packaged, and ready for courier collection. If goods are not appropriately prepared for collection, the driver may refuse to take them, and this may delay your refund or replacement.

9.4. Faults due to misuse, incorrect assembly, or wear and tear will not be considered manufacturing defects and may not be eligible for repair or replacement under the guarantee.

10. Cancellations

10.1. You have the right to cancel your order at any time and for any reason up to 14 calendar days after the date of delivery. A full refund will be issued for the value of the goods, provided the items are returned in accordance with our returns process.

10.2. You can notify us of your intent to cancel using any of the following methods:

• Email: support@gone2sleep.co.uk

10.3. Please ensure you handle items only as necessary to establish their nature, characteristics and functionality. Excessive or careless handling may reduce the value of the item, in which case we may make a deduction from your refund.

10.4. For hygiene reasons, we are unable to accept cancellations for sealed items such as pillows, duvets, and mattress protectors once they have been unsealed—unless faulty.

10.5. You are responsible for taking reasonable care of items while they are in your possession. If an item is returned showing signs of wear or damage caused during your possession, your refund may be reduced to reflect the item’s diminished value.

10.6. We ask that returned goods be packaged in their original packaging to ensure safe transport. This helps us inspect the items appropriately and protect them during return transit.

11. Returns and Refunds

11.1. If you no longer want your item, ordered the wrong product, or are dissatisfied (excluding manufacturing defects), you must notify us within 15 calendar days of delivery. Returns must be received within 15 days of authorization to be eligible for a refund. Please refer to our Returns Policy for further information.

Returned items must:

• Be unused and unassembled
• Be in their original packaging
• Show no signs of damage

11.2. It is your responsibility to ensure that products will fit through all stairways, doorways, and passages in your property before ordering. Full dimensions can be found on each product page, and we recommend reviewing our Measuring Guide for assistance.

11.2.2. If the item cannot be delivered to your desired room due to access limitations, and the item is returned as a result, you will be liable for the return costs and any failed delivery charges.

If delivery personnel are unable to complete the delivery safely due to space constraints or potential risk to your property, they may leave items in a safe location (e.g., your hallway). No delivery fee will be refunded under such circumstances.

11.3. Customers are responsible for returning items to our warehouse. Once your return is approved, you may use a courier of your choice. Items must arrive within 15 working days from authorization.

11.4. Please refer to our Returns Policy for the correct return address and further instructions.

11.5. Refunds will only be issued after the returned items are received and inspected. If the return is not due to an error on Gone2Sleep’s part, the original delivery fees (if applicable) are non-refundable.

11.6. Refunds will be processed as quickly as possible, typically within 14 working days of receiving your returned item.

11.7. All cancellation and return rights reflect the Consumer Rights Act 2015 and other applicable UK legislation.

11.8. Please note: Items that arrive flat-packed cannot be returned without their original packaging intact.

12. Mattress Quality After Delivery

12.1. Mattresses may take up to 6–8 weeks to settle and conform to your body. This is a normal adjustment period.

12.2. For one-sided mattresses, rotate the mattress weekly during the first 6 weeks, then every 6 weeks thereafter.

12.3. For two-sided zoned support mattresses, flip and rotate weekly for the first 6 weeks. After that, continue flipping and rotating every 6 weeks. For other two-sided mattresses, follow the same routine.

12.4. Natural fillings or foam components may release an odor during the initial weeks. Air the mattress in a well-ventilated room until the smell dissipates.

12.5. Vacuum-packed mattresses need around 4 hours to initially expand after opening. The mattress can be used after this period but will continue to expand over the following 72 hours. Any temporary odors from the packaging should fade during this time.

13. Events Outside Our Control

13.1. Gone2Sleep is not liable for any failure or delay in delivering goods due to circumstances beyond our reasonable control. Such events include but are not limited to:

• Strikes or industrial disputes
• Natural disasters (e.g., floods, fires, snowstorms)
• Transport disruptions
• Power or communication failures
• Supplier-related delays

13.2. In the event of such disruptions, our obligations will be suspended for the duration of the disruption. Timeframes for delivery or service completion will be extended accordingly.

14. Klarna

14.1. Gone2Sleep offers finance options in cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden. The following options may be available at checkout:

• Pay Later 30
• Pay in 3 Instalments
• Pay Now

14.2. Klarna’s Terms & Conditions can be found here. Klarna’s privacy notice is available here. Klarna handles your personal data in compliance with all applicable laws.

15. Bed and Mattress Recycling

15.1. Gone2Sleep offers a recycling service for old beds and/or mattresses when purchasing a new one from us. This service must be selected at checkout.

15.2. Recycling is only available for items matching the quantity of new products purchased. For example, if you buy two mattresses, you may recycle up to two old mattresses.

15.3. Please ensure all items for recycling are fully wrapped and sealed. Unwrapped or inadequately packaged items will not be collected.

16. Mobile Terms of Service

16.1. The Gone2Sleep mobile messaging service (the “Service”) is operated by Gone2Sleep (“Gone2Sleep”, “we,” “our”, or “us”). By using the Service, you agree to these Mobile Terms of Service (“Mobile Terms”). We reserve the right to change or discontinue the Service or any part of it without prior notice. Where permitted by applicable law, we may revise these Mobile Terms at any time, and your continued use of the Service following such changes constitutes your acceptance of the updated terms.

16.2. By opting into Gone2Sleep’s SMS/text messaging service, you consent to receive recurring SMS/text messages from or on behalf of Gone2Sleep at the mobile number you provided. This applies even if your number is registered with any UK telephone preference service (TPS). Messages may be sent using automated technology. Promotional content may include exclusive offers, promotions, sale announcements, back-in-stock alerts, and basket reminders.

16.3. Signing up for the mobile messaging service is not a condition for making any purchases from Gone2Sleep. Your participation is entirely voluntary and does not affect your statutory consumer rights under the Consumer Rights Act 2015 or other applicable UK consumer protection laws.

16.4. Gone2Sleep does not charge a fee to use this Service, but your mobile provider may charge you for text messaging and data usage in accordance with your plan. Message frequency may vary. You are responsible for all charges incurred from your mobile network provider in connection with SMS/text communications with us.

16.5. You may opt out of the Service at any time by replying with the word STOP to any of our SMS messages or by clicking the unsubscribe link where provided. Once you opt-out, you will receive a confirmation message and will no longer receive further texts from us unless you re-enroll.

16.6. If you have joined multiple Gone2Sleep mobile communication programs, you will need to unsubscribe from each one individually unless otherwise required by UK law. Instructions to unsubscribe will be provided in each relevant program.

16.7. For assistance with the Service, reply with the word HELP to any of our messages or email us at support@gone2sleep.co.uk for further help.

16.8. We may change the telephone number or shortcode used to provide the Service and will inform you of any such change. Please note that messages sent to an outdated number may not be received, and Gone2Sleep will not be responsible for responding to or honoring such requests.

16.9. UK mobile carriers are not liable for delayed or undelivered messages. It is your responsibility to ensure that your mobile number is accurate and up to date. If your number changes, you must re-subscribe using your new number to continue receiving the Service.

16.10. To the extent allowed by applicable law, Gone2Sleep shall not be held liable for any delayed, failed, or misdirected delivery of information sent via the Service, or for any errors in such content, nor for any actions you take or refrain from taking in reliance on the Service.

16.11. We respect your privacy. To learn more about how we collect, use, and protect your personal information, please refer to our Privacy Policy.