Terms & Conditions
Our success is based on looking after you first - something we are proud of and will strive to achieve. Terms and conditions are often complicated and confusing - thank the lawyers for that. We have the legal speak as well but have given the main points in the summary below.
If you have any questions or a problem that you need resolving, please contact us as follows.
For quickest response please live chat us:
- Live chat: please use live chat pop up at bottom of screen (during business hours)
- Email us: [email protected]
- Call us: 01483 616 616
- We have taken care to make sure the website is correct. If we have made an error, let us know and we'll correct it.
- You can cancel your order within 14 days of getting it delivered, as stated in the Consumer Rights Act 2015.
- If you cancel the order, please return it to us in the condition it was received.
- We do not store your credit card details.
- We would like to keep you updated with new products and offers and will do this by email or by mailshot - only if you have given us permission. We hate SPAM as much as you!
- If you would like to stop receiving promotional emails from us, you can unsubscribe at any time by clicking the link at the bottom of any sent email or by contacting us. We will still need to email you with transactional and order details.
Below is the longer legalised version!
These are the terms and conditions that apply to your purchase of goods from Soak&Sleep Ltd (formerly Duvet and Pillow Warehouse Ltd www.duvetandpillowwarehouse.co.uk). Company Number: 5417432 referred to here after as we, us and our. Our VAT Number is 333 8819 80.
We reserve the right to amend the terms and conditions applying to the goods purchased on our website at any time, and any such change will be effective on all orders placed after such terms and conditions have been published on this website. We recommend that you check the terms and conditions periodically to ensure that you are aware of any comply with the current version, and to keep up to date with any new incentives offered with regards our service.
If you have any queries with your order or about the terms and conditions please send an email to [email protected] or call us on 01483 616 616. Letters can however be sent to:
2nd Floor, St James House,
20 Bedford Road,
We have taken every care in the preparation of the content of this website, in particular to ensure that prices quoted are correct at time of publishing and that all products have been fairly described and portrayed. We will try to resolve any errors on the website as soon as we are reasonably able to, and if we reasonably think that a mistake on our part has affected your order, we will do our best to let you know. We cannot however be held liable to you for errors contained on the website given that we take these steps.
International delivery charges are calculated on a per carton rate and are an estimate only.
All items are also subject to availability. We will inform you as soon as possible when the out of stock goods you have ordered are back in stock and have been shipped to you.
After you've have placed an order through our website you will receive an order acknowledgement from us. This acknowledgment, simply acknowledges that your order has been received and is not an acceptance of that order.
Once the payment is accepted, a third party system runs some further security checks. Depending on the results of these checks, the order may be cancelled or put on hold and further details may be requested from you. This is to protect you and us from any fraudulent activity.
When we have received payment in full for each relevant order placed by you, together with the cost of any associated delivery charges, we will issue you with a despatch email, and only at this time is your order accepted by us.
We reserve the right to refuse orders prior to acceptance.
International Purchases and Tax
If you are placing an order using a currency other than GBP please be aware that our site uses a fixed currency conversion rate which is manually amended at regular intervals. Therefore, the rate used on our site might be different to the exact currency conversion rate for that day.
Additionally, if you are placing an order with a currency other than GBP and checking out using PayPal, please note that they use a daily currency conversion rate, in addition, PayPal adds a 2.5% charge to these transactions. This is stated in their user terms and agreements which can be found here: https://www.paypal.com/uk/webapps/mpp/ua/useragreement-full#08
Orders with addresses outside the UK will not be subject to UK VAT. The cost of UK VAT will be removed at checkout for you before we ask you for payment. This means that you will not need to reclaim tax from us after you have purchased.
Products delivered to international and EU destinations may be subject to taxes, fees, customs duty, levies or other charges as a result of local legislation or customs formalities. The person receiving the order is responsible for these customs formalities, and must pay any extra charges for international delivery, including import duty, formal customs entry, taxes, levies and other charges. Normally, the person receiving the goods, not the person placing the order, receives a separate request for payment of these charges when the order arrives in the country of destination. If you’re placing an order to be delivered to someone else, stay on their good side and make sure they know they’ll need to pick up these fees.
Under The Consumer Protection (Distance Selling) Regulations 2000, the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 as amended or superseded from time to time you have special rights as a consumer when you shop from home. You may cancel your order within 14 days of receiving your purchase. Full details on your rights under the legislation can be viewed at the following sites:
Delivery, Returns and Refund
When you cancel an order or part of an order, the goods must be returned in the original unopened packaging and in the condition that the goods were purchased in.
We offer free postal returns on all mainland UK purchases within 365 days of purchase when any goods purchased are returned in their original packaging and in the condition that the goods were purchased in. In order to take advantage of this service, please follow the instructions on the delivery note enclosed with your goods. So unless your product is faulty, we simply ask that your purchase is unused and unwashed and in its original packaging.
Want to send an order outside the UK? Our European and International delivery information is here.
You are responsible for the goods prior to return and for insuring or bearing the cost of the items until they are received by us.
Following delivery, you have 48 hours or two working days to raise any queries or inform us of any missing or damaged items. After this period we will not be able to deal with any claims for missing or damaged items. We operate on a fair and flexible basis and will always look into any query in order to help our customers.
When receiving returned goods that have, in our opinion, been used, altered, damaged or are in any other way unfit for resale or return to the manufacturer for a credit we will withhold any monies due, advise you in writing or by email within 14 days of any such intention and describe the nature of any such refusal to refund. During any period thereafter the goods will be retained by us for a period of no longer than 30 days and be available for inspection by any interested parties, experts, or witnesses. Thereafter, unless the subject of further legal claims, the goods will either be destroyed or at their request returned to the original purchaser, at their expense, following the signing of a release form as provided by us. Please note that non-faulty mattress returns cost £45.
If your goods are found to be faulty within 30 days of purchase, you are able to receive a refund. Within 6 months of purchase, faulty goods that cannot be repaired or replaced may also be entitled to a full refund.
Nothing contained within these terms and conditions affects your statutory rights.
Extent of liability
We shall not be liable to any person for any loss or damage which may arise from the use of any of the information contained in any of the materials on this website.
We reserve the right at any time to:
- Withdraw or add products to our range;
- Add or remove suppliers from our list;
- Revise prices;
- Change delivery methods or carrier;
- Amend these terms and conditions; and
- Add to or remove payment methods.
We shall not be responsible for the performance of any obligations which are outside of our reasonable control, including but not limited to, strikes, lock outs, failures of third party systems or networks, acts of god, deliberate sabotage or malicious damage to equipment or data, or for damages to or destruction to premises or equipment.
Our liability for losses you suffer as a result of breaching any of the terms of our contract with you is strictly limited to the purchase price of the goods you purchased and any reasonably foreseeable consequence of is breaching our contract with you. A loss will be deemed to be reasonably foreseeable if it could be anticipated by you and us at the time the order was placed. Our liability shall not in any event include loss of profit, loss of revenue, loss of business, wasted expenditure, depletion of goodwill or any other indirect or consequential loss associated with our contract with you.
These terms and conditions do not however limit our liability in any way in respect of:
- Death or personal injury caused by our negligence;
- Fraud or fraudulent misrepresentation;
- Any matter which it would be illegal for us to exclude liability for at law; or
- Any matter under section 2(3) of the Consumer Protection Act 1987.
We may collect the following information: name, contact information including email address, demographic information such as postcode, preferences and interests as well as any other information relevant to customer surveys and/or offers.
We require this information to understand your needs and provide you with a better service. We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may also use the information to customise the website according to your interests.
Use of our website and our relationship with you
The intellectual property rights in all software and content made available on our website is our property. Any use of this website or its contents, including copying, manipulating, distributing, re-producing or storing any of the content in whole or part, other than for your own personal, non-commercial use is prohibited without our permission. You may not modify, distribute or re-post anything on this website for any purpose.
We reserve the right to take any customer account out of use at any time if it is believed that the content of the website, or any goods purchased through the site are being mis-used, or are not being used for non-commercial, personal use.
If any part of these terms and conditions are held by any competent authority to be invalid or unenforceable in whole or in part, the validity of the remainder of the terms and conditions shall be unaffected.
These terms and conditions shall be governed by the laws of England and Wales. By accepting these terms and conditions we each agree to submit to the exclusive jurisdiction of the English courts for the determination of disputes.
Competitions, campaigns and special offers
When you enter one of our competitions or other promotional offer, we may ask for your name, address and email address so we can administer the contest and notify winners. We may invite you to join our newsletter mailing list. We will always seek permission prior to adding your details.
All Special Offers are limited to one entry per household and cannot be used in conjunction with other offers. Please see the terms and conditions relating to any particular offer, which should be read in conjunction with these terms and conditions. Promotional codes, cash back offers and affiliate promotions are not valid for trade orders.
We reserve the right to refuse promotional code usage and discount against certain product ranges, including but not limited to personalised goods and made to order items.
Our price promise
If you do find an identical product cheaper elsewhere then let us know and we will match the price. This promise also extends to the period expiring one month after you have placed your order. This Price Promise does not relate to any promotions or special offers by our competitors. Also, due to the quality differentials on auction sites, the Price Promise does not extend to auction sites.
Should you have any questions relating to these Terms and Conditions, please contact us for more information. Failing any outstanding query, it will be assumed that the Terms and Conditions have been read and understood. Please keep a copy of these Terms and Conditions for your records.
If you are purchasing several products and one or more of these are personalised, we will hold the entire order until the personalisation is complete, then ship all the items in a single delivery. There are no returns allowed on any personalised items. Each bathrobe is monogrammed on the front right breast pocket. Please check spelling and case type used as this is exactly how items will appear on the product. This does not affect your statutory rights.