Refund Policy

Returns & Refund:

Returns must be declared to us within 10 days from the day you receive your order. All items must be unused, free from defects and in the original packaging. 

The details we will require to process your return are:

• Order reference number
• Size and quantity of the model you are returning
• The date you ordered
• The reason for returning the order. 

After your return claim is processed our collection team will arrange a date for the collection which can take between 7-10 days. Once the items have been received and checked at our depot, a refund minus any charges with be issued. 

It may take up to 5 working days for the refund to appear into your bank account.

For hygienic purposes, mattresses cannot be returned once they have been removed from their packaging.

If an item is delivered faulty or incorrect, to resolve the order you must contact us within 10 days of receiving your order. 

Please contact our customer care team on 01924965510 or email us Hello@bsspoke.co.uk

We can arrange collection at a minimum cost of £80 which we will deduct from the refund amount. This is a non-negotiable cost which covers the delivery charge and partially covers the cost of your customised order.