If you find that the item has arrived in an unsatisfactory standard -
You will need to contact email@example.com where they will advise further.
They will require pictures or video evidence with a detailed description of the issue(s) to speed up a resolution.
Please also ensure to include your order number as without this they are unable to locate your order details.
Many items are opened and checked with customers on collection or delivery (carrier depending).
We encourage customers to inspect goods carefully during this process.
If it is not to your standards, you can refuse the item and we will send another out as soon as possible.
2. Why have I not heard anything about my order yet?
Every single purchase made with Sleep maker, you are automatically sent a Sales Order Confirmation email to the email address you inserted at the time of the order. Please check your junk mail should you not see it in your inbox for any reason.
In most cases, we do not contact customers with general updates unless we need to.
We always contact our customers:
- If there is a delivery/order issue
- If an item is discontinued or unavailable
- When your order is ready for delivery or collection
- To confirm a delivery or collection date closer to the time
3. Can you fix mirrored or glass items?
We understand the fragility of mirrors and glass. And we do sympathise when accidents unfold as they certainly happen from time to time. However, we do not have this kind of service. What we can suggest is to find a local glass and mirror specialist who may be able to fix the broken segment for you. We suggest perhaps looking on Yellow pages online or a Google search for your area.
4. Can I return an item?
With online orders, you have 14 days to return the item to us. Please contact firstname.lastname@example.org where they can advise on the process. There may be a return charge, so please do make sure that you are absolutely certain you want the item and that it fits where you’d like it to.
5. Do you have a showroom to visit?
We are based in Wakefield. Should you need any information or to see more of a product please do get in contact with our fantastic social media team or email email@example.com directly.
6. What is the lead time on custom items?
Lead times change throughout the year due to peak periods and vary depending on which item(s) you are interested in. These times depend on the supplier's current order fulfilments. Customers will need to contact firstname.lastname@example.org to find this information out. Some items also have a fast track option which will be made available to you by the processing team once the order is processed.
7. How do I go about cancelling and/or getting a refund?
To begin the cancellation process please contact email@example.com as soon as possible stating your order number. Refunds are generally completed in a few days from our end but can take up to 14 days to arrive back into your account depending on your bank's processing times.
8. How will I know when my goods are ready?
You shall receive tracking details or an email to confirm delivery. The same applies if your item is ready for collection, you will certainly be notified. Being an online service, this will all be done via email mainly. So please do make sure your contact details are accurate
9. How will my goods arrive?
Items can arrive via a number of couriers. However, we prefer to use our own specialised couriers who handle goods with a lot of care, meaning our returns/damaged rate is less than 0.2% for this reason. Smaller items such as ornaments may arrive via other couriers such as APC, Fragilistics, or other UK couriers. You will be notified and provided with any tracking details that are available
10. Do you quality assure products?
To the best of our abilities, we do check a large number of items before dispatch, which is done by the Quality Control Team. This is to ensure the goods are of good quality. Furthermore, on delivery and collection, we do check the items with customers to make sure they are completely satisfied with the item. If you are in any way unsatisfied with the product during the checking procedure - For instance, there is a defect with the item(s) the customer can return the item to us. It is in our interest for many reasons to check goods as it can save us costs or inconvenience to customers, hence our returns rate is less than 0.2% for this reason.
11. Do you have furniture removal services?
We do not offer this service. You will have to source this service with someone local to you via social media, Google or perhaps Yellow Pages Online.
12. How do I pay monthly?
We have two finance operators available currently. These providers are Divide Buy and snap finance. Finance with snap is 24 weeks interest-free on any item(s), whereas Divide Buy is for orders at £450 or more, however, you may split these payments up to 12 months interest-free. To apply, tap either option at the checkout as your payment type, to which a form will appear. You will need to fill out the relevant details there to place your order. Financed orders are treated as if a customer had paid for the item in full and would arrive on the next available delivery to your location. Should a customer have any issues with payments, this is then under the jurisdiction of the finance providers and customers will need to contact them directly
13. How do I file a complaint?
We try our best to ensure a customer has a seamless transaction but if you are in any way unhappy with your products or service then please email firstname.lastname@example.org at any time. This team will do their best to work with you on the issues you have faced. Please do understand that any written or verbal abuse will not be tolerated and interactions may be terminated until the conversation is of a civil nature.
14. Can I collect an online order?
You certainly can. Simply click “Collection” in the shopping cart before the payments and information checkout. You will be contacted when the item is ready and you can pick it up from our pickup point. The collection address will be provided within your email.