Terms & Conditions

Terms and Conditions

We really want you to be happy with your made-to-order furniture.

If in the unlikely event this is not your experience, we will try and resolve your issue or facilitate your return as easily, stress-free & speedily as humanly possible.

This is our commitment to you.

Order Amendments

We’ll call you within 24 hours* of receiving your order. Our call will be to confirm delivery details, order details, confirm your fabric selection and to discuss access to your bedroom. We may at this point be able offer you a provisional delivery date which we will confirm at a later stage. Once details are confirmed your order will be immediately placed into production and planned for delivery.

You can cancel or change any aspect of your order free-of-charge until your order is confirmed and in production.

To make a change please contact our Customer Services Team on ….

If you wish to cancel or change your order after we have confirmed your order with you, we will charge you £… to offset any early production & administration costs that we have incurred.

*Monday to Friday, excluding Bank Holidays

Access

It is your responsibility to ensure that the furniture you have ordered will fit into your home.

It is very important that you carefully measure where your furniture will be placed and consider the route our delivery team will take to get it there.

If you have any tight corners, narrow staircases and doorways or any other access related concerns please contact our Customer Services Team on ….

Delivery Estimates

The delivery estimates quoted on this site are not guaranteed but can be used as reasonable expectation on when you should receive your order. We will do our utmost to meet our quoted timescales. Please note that delivery estimates differ according to product range and delivery location.

Headboards, divan beds and mattresses

Orders are sent out for delivery directly after completion, with delivery usually in 5-7 working days (UK mainland only‡).

Beds and bedsteads

Our handmade beds usually take between 2 to 4 weeks depending on the model and delivery postcode (UK mainland only‡).
‡ Please refer to product pages for product alternate delivery information and timings.

Delivery to remote areas

Delivery estimates are quoted for all standard mainland UK areas. Delivery to more remote areas of the UK may incur an additional delivery delay of 2 to 3 weeks dependent on our delivery schedule. We will discuss our estimated delivery turnaround when you order.

Our Delivery Days

Deliveries are normally completed Monday to Friday, 7am to 7pm. In all cases, delivery date and time will be agreed with you beforehand.

Delivery Receipt

Your order will be scheduled for delivery once we have confirmed your order with you. You may, even at this early stage, be given a delivery date and 4-hour slot at order confirmation.

Nevertheless, you will be contacted by a member of our Sleep Team to discuss a delivery day and 4-hour slot that suits our delivery schedule, van capacity & availability in your local area and your availability to receive the order.

Our deliveries are fulfilled Monday to Friday, excluding Bank Holidays with the earliest delivery scheduled for 06:00.

Customers must be available at the delivery address to sign and acknowledge receipt and acceptance of the furniture.

Failed Deliveries

If you are not available in person to accept on the delivery day and 4-hour slot we have agreed with you, we reserve the right to charge a fee of £… for redelivery. All redeliveries will respect our rolling delivery schedule, van capacity & availability in your local area.

Delivery Checks

We are sticklers for quality. Every piece of furniture sent out undergoes a rigorous quality assessment and is also re-checked against your order specifications.

Damage or inaccuracies are very rare but can happen, so we ask that you check your products over after our Sleep Team have unwrapped and assembled your handmade items. You will be asked to confirm and sign that you have taken receipt of products in excellent condition and according to your specification.

If you’re not 100% happy when you inspect them, let our delivery team know or contact us so that we can immediately rectify the issue for you.

Returns after Delivery

If you only realise after the delivery that you are unhappy with the quality, or that we’ve sent you the wrong item, please Customer Services Team on … within 14 days of delivery so that we can either resolve your issue or facilitate your return.

We may ask for you to send us photos of any areas of damage or imperfection in order to offer you a suitable course of action.

You do not need to disassemble your product for our Sleep Team to collect. All we ask is that your unwanted item is returned in the condition it was received. Please be aware that there will be a collection and restocking charge of £….
Returns will only be facilitated Monday to Friday, excluding Bank Holidays.

Refunds

We will process your refund as soon as you let us know that you would like one or from the date that we receive your item back in stock.

Orders not yet delivered will be refunded within 14 days* of notification. We will refund your purchase price, excluding our administration fee of £… per order.

Orders that have been delivered and returned will be refunded within 14 working days* that after we receive your return into stock. We will refund your purchase price, excluding our collection and restocking charge of £… per order.

For security reasons, you will be refunded on the card or payment method that you used to place your order.

Dimensions

When you buy from iCraft, you buy products that have been handmade for you.

On the occasion where space and fit are of paramount importance or concern please contact our Customer Services Team on … to satisfy themselves that the item is fit for purpose and available space.

We cannot be held responsible for inaccurate measurements.

Fabric Requests

All our upholstered products are available in your choice of over 50 quality fabrics.
Our fabrics vary in colour, feel, durability and composition. Fabrics will also appear different in person versus online where screen resolutions and technologies vary considerably.

For these reasons, and in the interests of a smooth experience with iCraft Beds, we strongly recommend that Customers request fabrics prior to placing an order. This service is free of charge.

Fabrics will be sent out via Royal Mail 1st class post the same day the request is received.