Mattress Magic
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Frequently Asked Questions

Is there a delivery charge?
What if my order is damaged on arrival?
When can I expect my order?
How will I know when my order is to be delivered?
What if I’m unable to take delivery of my order when it’s ready?
What if I want my delivery to be made to a different address?
What do I do if I have a complaint?
What is Mattress Magic return policy?
Does Mattress Magic have a showroom?
Do you deliver outside of the UK?
What if I do not wish to use my credit card on-line?
How can I pay if I do not have a credit card?
What happens if I cancel my order?
Will my products be assembled?


Is there a delivery charge?

Delivery is free for all orders over £300. For any orders below this a charge will be added upon purchase that is variable depending upon the address you wish the bed to be delivered to.


What if my order is damaged on arrival?

Promises that all problems will be dealt with as quickly and efficiently as possible, and that any complaints will be managed personally by one of our trained in house staff members. Customer satisfaction is extremely important to us and we are determined to extend the same level of service that is exhibited within our stores to our online customers. If you believe your product to be faulty it is up to you to bring this to the attention of Mattress Magic within 24 hours of you receiving the goods. If it is a minor problem then Mattress Magic are within their rights to send you replacement parts, allowing you to remedy the problem. For larger problems there may be a waiting period depending upon replacements parts or manufacturers individual policy.


When can I expect my order?

All delivery times are given at the checkout. Delivery times may differ depending on products and availability. Mattress Magic endeavours to meet the guidance delivery time as stated by the website, however, delays may occur and Mattress Magic are under no liability for this.


How will I know when my order is to be delivered?

For items available from stock our delivery department will contact you to make delivery arrangements, shortly after placing your order. For items that are not in stock we will contact you as soon as your goods arrive into our warehouse. This will be your opportunity to discuss an appropriate delivery time. Mattress Magic cannot give you a definite delivery time; any time given will be for guidance only.


What if I’m unable to take delivery of my order when it’s ready?

On delivery, someone over the age of 18 must be there to sign for the goods so that Mattress Magic has proof of delivery. This does not have to be you. It is up to you to contact Mattress Magic if there will be nobody to take the delivery. If nobody is present Mattress Magic reserve the right to take the goods back to the warehouse yet charge you for delivery of goods, as the journey has been made. If this occurs to have the goods delivered to you again you will have to pay an additional delivery charge. The goods will not be delivered again until this payment has been made.


What if I want my delivery to be made to a different address?

The goods will be dispatched to the address provided at point of transaction unless agreed otherwise between yourself and Mattress Magic. When the delivery department call to schedule your delivery, it is here that you must make clear any delivery arrangements regarding delivery to a different address.


What do I do if I have a complaint?

Any complaints must be made directly to Mattress Magic. You can do this by calling 0800 614 172 or using any of the details supplied on our Contact Us page. Alternatively if you wish to contact us using e-mail, please contact Mattress Magic will do their up most to deal with any complaints you may have.


What is Mattress Magic's returns policy?

You have a 14-day period, after the delivery of the goods to return your order. If you decide to take this option you must contact Mattress Magic to arrange a collection date. However, you will have to pay a collection charge if you decide to return any goods. Until the goods are collected you must keep them in good condition in order to receive a full money refund. Refunds will be made within 28 days of Mattress Magic receiving the returned goods and having inspected them to make sure they are in the same condition as when delivered to you.

*Products cannot be returned if the customer has used the goods. This does not affect your statutory rights.


Does Mattress Magic have a showroom?

Mattress Magic currently has five showrooms in Lincolnshire and one in Norfolk. Full details of the individual stores can be found on the About Us page. We welcome anyone wishing to visit our stores and will be pleased to offer you any advice and assistance that you require.


Do you deliver outside of the UK?

We apologise to any overseas customers however we currently only deliver to the UK.


What if I do not wish to use my credit card on-line?

We understand many people still have concerns about credit card fraud and the use of personal information. We are extremely proud of our security record and are satisfied that we can offer a secure and confidential system for purchasing goods online. For more details please see our Security & Privacy page. However we happily accept alternative methods of ordering. To order via phone or fax please contact us using the details found on the Contact Us page. Alternatively visit us in person in one of our four stores detailed in the About Us page


How can I pay if I do not have a credit card?

We are happy to accept orders and payment over the phone, via fax or in person. Please contact us for more details and information.


What happens if I cancel my order?

Orders may be cancelled at any time before arrangement of delivery for a full refund. If the cancellation is for problems with the delivery date or schedule we will be happy to try and be as flexible as possible. However we appreciate any advance warnings or notice. To cancel delivery please call 0800 614 172 or visit our Contact Us page

What security policy does Mattress Magic have for on-line purchases?

For full details please visit our Security & Privacy page


Will my products be assembled?

Unfortunately Mattress Magic is unable to offer this service and therefore assembly of all products will be down to the customers.

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