Customer FAQs

Website Queries

Do you have any discount codes running?

A promotional code can be found at the top of the screen, on our promotions and offers page, or failing that, use our chat function to request the latest code running.

 

Do you have a shop/catalogue?

We are an online store, so, unfortunately, do not have any physical shops. We do run regular pop-up shops, for more information on this please contact our customer service department or sign up to receive our email newsletters.

 

What does 'reserve now' mean?

Reserve now is an option that allows customers to place an order for a product that is not yet in stock. If you are to order something on a reserve now basis, then we will keep you up to date with when delivery will occur via email.

For more information on this, please contact our customer service department.

 

What is a credit memo?

A credit memo is terminology for a refund processed by Soak&Sleep.

 

How do I claim VAT for orders to Jersey, Guernsey?

Once delivery of your order has been made, please contact our customer service department to discuss VAT refunds. 

 

The website isn't working properly?

If you're having issues using the site or have received an error message please check the following:

  • Is your internet connection working properly? You can check to see if other websites are working as normal
  • Try refreshing the page
  • Try clearing your internet history

If you have tried the above and are still experiencing problems please contact us. Please include the following information:

  1. What page were you on when you received the error message/the site crashed?
  2. What task were you performing?
  3. What error message you received? Please send a screenshot of the error if possible
  4. What device and internet browser you are using?

 

Returns

What should I do if I believe my product is faulty and within its guarantee?

  1. Contact our customer service department to discuss further, our team will ask you to confirm how the item has been cared for, and in some cases, we may ask for a washing report.
  2. In the first instance, we will request pictures of the fault to be sent via email.
  3. If we can not see the issue with an image, we may need to collect the item to view in the office, we would ask that the item is washed and in a hygienic state for collection.
  4. If the item is faulty and within the guarantee, we will be happy to replace the item, if a like-for-like replacement is not available we will offer you the closest next item.

 

When will I receive my refund?

Once your returns have been delivered to our warehouse, please allow 5-7 working days for your refund to be processed and appear in your account.

 

What are the terms and conditions of returns?

We take pride in our products and want you to love and enjoy them as much as we do, but we know that every now and again, things might not work out quite as you'd expected.

To read our full returns terms and conditions, click here.

 

How do I make a return from overseas?

If you wish to return items from overseas you will need to cover the cost. In the unlikely event of your goods arriving damaged or faulty, please contact our customer service team.

For more information head over to our returns page.

 

How do I make a return?

We use Collect+ for free returns, for more information on how to do this head to our returns page.

 

Are returns free?

Returns via Collect+ is free for UK mainland returns, except mattresses and furniture. If you're returning purchases from outside of the UK mainland, then you'll need to pay postage costs.

For more information about returning an item, head to our returns page.

 

Delivery

How do I change my shipping address as it's different from my billing address?

During the checkout process, please enter your shipping address first. When you select your preferred payment option there is a box that will be ticked for 'My billing and shipping address are the same. If this is not the case, untick the box and proceed to fill out the details for your billing address.

Please contact our customer service department if you have any further difficulties.

 

Do you offer shipping outside of Europe?

Our international service ensures that wherever you are, you can soon wrap up in Soak&Sleep comfort without having to worry about the cost of delivery.

We can offer international delivery on all bedding and bath items excluding mattresses and furniture. We use flat rates - so you really can fill your shopping basket up to the brim and we won't charge you anything extra.

To find out the cost of your delivery, head to our delivery page. If your location is not on the list, we offer a bespoke quote for shipping costs, please email [email protected] with your order and delivery address for more details.

 

Where is my mattress or furniture order?

There is a tracking service with Furdeco, and you can track your order here.

Your tracking number is your Soak&Sleep order number.

 

How can I re-arrange my delivery date?

If you wish to rearrange your delivery date, each delivery service we use offers a different way to alter.

UK mail: Once you place your order, it is recommended that you provide your mobile number as they will text you to advise the delivery date, and it gives you the option to text back and re-arrange a different date. This can also be re-arranged on the UK Mail website.

DPD: Enter tracking number into DPD site and select change delivery day option.

Furdeco: Call Furdeco directly on 01212 855255 and they will advise on the other options they have available.

Norsk: For re-arranging an international delivery, please call your local depot, to find out which one this is please click here.

 

What happens if I am out when my delivery arrives?

If your delivery is coming from UK Mail and you are not in, they will leave a card and try again the next working day. If the delivery fails again, they will wait 5 days for further instructions from the customer, and then it will be sent back to us and processed as a return.

If a DPD delivery fails, they will leave a card and try again the next working day. If this fails again, they will wait 3 days for further instructions from the customer, and then it will be sent back to our warehouse and processed as a return.

For failed Furdeco deliveries, they will not book another delivery slot until they have spoken to the customer and agreed on an alternative date.

Norsk (international delivery service) - If the customer is not in, a calling card will be left and it is then the responsibility of the customer to call the telephone number of their local depot on the calling card and arrange a new delivery attempt. If you need to rearrange prior to receiving a calling card, please call our customer service department. Please note that Norsk will only attempt delivery twice before the goods are returned to us in the UK and a return is processed. 

For more information on our delivery options, please click here.

 

Can my delivery be picked up from a shop?

Unfortunately, this is not a service that we currently offer.

If you opt for a premium delivery service with DPD, you have the option to arrange directly with them to collect from a shop. For further information on this please contact our customer service team ([email protected] / 01483 616 616).

Please be aware that there is a restriction to parcel sizes when using this option (maximum parcel size of 120 x 120cm and a maximum weight of 20KG), note that this can also vary depending on individual store restrictions.

To find out more about delivery options please visit our delivery & tracking page.

 

Can I request a certain date for my mattress or furniture delivery?

Once your order has been placed, our courier Furdeco will contact you with the next available delivery date (dependant on your postcode).

If the first delivery option is not convenient, Furdeco will contact you to arrange another - please note that this may not sit within the 7 working day window.

Please provide your mobile number on your order, as Furdeco will text on the day when they are 20 minutes away.

To find out more about mattress and furniture deliveries please visit our delivery & tracking page.

 

How can I track my order?

Once your order has been dispatched you will receive a tracking number via email. Please take note of which courier company is delivering the parcel.

For premium delivery through DPD, you can track your order here.

For UK mail deliveries, track your order here.

For furniture and mattress deliveries, track your order here.

For international deliveries, track your order here.

 

Do I need to sign for my delivery?

We require a signature for furniture and mattress deliveries through our courier Furdeco.

For smaller deliveries via DPD and UK mail, a signature will be required, but there is an option to leave in a safe place at the delivery address. This needs to be arranged by the courier prior to the day of delivery and is at the risk of the customer. Customers can also arrange this directly through our customer service department.

For more information on delivery options, please click here.

 

How are mattress and furniture deliveries made?

Our mattress and furniture deliveries are carried out by our courier Furdeco. Once your order has been placed, they will contact you to arrange the next available delivery date (depending on your postcode). To find out more about this delivery option, please visit our delivery page.

There is a tracking service with Furdeco, and you can track your order here.

 

How much does delivery cost?

Our delivery options costs range, to find the suitable option for your order head over to our delivery options page.

 

How long does delivery take and what are the delivery options?

We offer a few delivery options (depending on your delivery location), to find the one right for you check out our delivery options.

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