Shipping policy
# Shipping and Collection Policy
**Last updated: 1 September 2026**
## 1. About This Policy
This Shipping and Collection Policy explains the delivery areas, charges, service level, estimated times, access requirements, appointment changes, failed deliveries and collection arrangements for products purchased directly from Sleep Design Beds LTD.
It applies to consumer, business, trade and wholesale orders unless a product listing, accepted quotation or written agreement states different arrangements.
This policy should be read with our Terms of Service and Return and Refund Policy. Nothing in it limits a consumer right that cannot lawfully be excluded.
## 2. Who We Are
**Sleep Design Beds LTD**
Company number: **16106556**
VAT number: **GB 495 952 824**
Registered office:
**Unit 8 Docking Mills, Ings Road, Batley, WF17 8HB, United Kingdom**
Trading and contact address:
**Unit 8 Docking Mills, Ings Road, Batley, WF17 8HB, United Kingdom**
Delivery enquiries and quotations: **07786 642582**
General email: **info@sleepdesignbeds.co.uk**
## 3. Dispatch and Collection Area
Our delivery and collection operations are based in the **WF17 8HB** area of Batley, West Yorkshire.
Retail and trade orders use different delivery arrangements.
### 3.1 Retail Delivery Area
Standard retail delivery is **free across the United Kingdom** for customers buying through the normal retail journey, unless a product page, quotation or checkout clearly states that a different delivery arrangement applies.
Retail delivery availability remains subject to the product, address, access requirements, vehicle requirements, route, staffing, safety and any building restrictions.
### 3.2 Trade and Wholesale Delivery Area
Standard trade and wholesale delivery is currently available to eligible addresses in **England**.
Trade delivery outside England is not part of the standard online trade service. A separate arrangement may be considered only where Sleep Design Beds LTD expressly agrees it in writing before the order is accepted.
We do not promise that every address can be served. Availability depends on the product, quantity, road access, parking, vehicle requirements, delivery route, staffing, safety and any building restrictions.
## 4. Retail and Trade Delivery Charges
### 4.1 Retail Delivery Charges
Standard retail delivery is **free across the United Kingdom** for eligible retail orders placed through the normal retail journey.
Free retail delivery covers the standard delivery service described in this policy. It does not automatically include assembly, installation, room-of-choice delivery, packaging removal, disposal of an old product, timed delivery or another additional service unless that service is expressly included in the order.
### 4.2 Trade and Wholesale Delivery Charges
For an eligible standard trade delivery in England, the distance bands are:
| Driving distance from WF17 8HB | Trade delivery charge |
|---|---:|
| 0–20 miles inclusive | Free |
| Over 20–50 miles inclusive | £50 including VAT |
| Over 50–100 miles inclusive | £75 including VAT |
| Over 100 miles | £135 including VAT, unless a manual quotation is required |
Distance is measured by the road-driving route used by our approved delivery calculation system, not by a straight-line radius.
The distance shown by the checkout system may differ from a route displayed by another map or navigation provider because providers can use different roads, restrictions and routing data.
The applicable trade delivery charge or a clear method of calculating it will be presented before the trade customer is required to pay. If the system cannot determine a reliable rate, the trade order must not proceed until we provide and the customer accepts a delivery quotation.
## 5. What One Delivery Charge Covers
Where a delivery charge applies, it applies to **one agreed delivery attempt** for the products and address confirmed in the order. Standard eligible retail delivery is free.
It is a charge for the complete agreed delivery, not a separate charge for each individual product, unless a quotation expressly states otherwise.
If we choose to split an order into separate deliveries for our own operational reasons, we will not charge an additional delivery fee unless the customer agrees to a material change that creates an extra cost.
If the customer requests separate delivery dates, multiple addresses, additional vehicles or another service outside the original order, we will provide any additional charge before the customer agrees to it.
## 6. Orders Requiring a Manual Delivery Arrangement or Quotation
A manual delivery arrangement or quotation may be required where the normal service cannot be used, including for:
- Trade or wholesale delivery outside England where we have expressly agreed to consider the request.
- Very large or high-volume orders.
- Orders requiring more than one vehicle or delivery team.
- Difficult, restricted or unsafe access.
- Locations with limited loading, parking, road width, height, weight or time access.
- Buildings requiring special permits, advance booking, security clearance or specialist handling.
- Products or combinations unsuitable for the normal service.
- Another unusual delivery requirement that cannot be priced or confirmed automatically.
A manual quotation may be required for a trade order even when the address falls within one of the normal England distance bands.
For retail orders, standard retail delivery remains free across the UK unless a different arrangement is clearly agreed before the order is accepted.
Contact **07786 642582** or **info@sleepdesignbeds.co.uk** and provide the full postcode, products, quantities and relevant access information.
A quotation or manual arrangement applies only to the address, products, quantities, access information and service level used to prepare it. If that information changes or is incomplete, the price or service may need to be reviewed before delivery.
## 7. Delivery Price and VAT
Standard retail delivery is free, so no standard retail delivery charge is added for eligible retail orders.
The standard trade delivery-band prices in Section 4 include VAT.
Where VAT is itemised separately on a business or trade quotation, the quotation will clearly show the VAT amount and the total amount payable including VAT before payment.
No optional delivery service will be added without the customer's active agreement. Any applicable delivery or additional-service charge will be shown at checkout or in a written quotation before the order is placed.
## 8. Estimated Lead Times
Unless a product listing, checkout, order confirmation or accepted quotation states otherwise:
- Standard products normally have an estimated lead time of **5–7 working days**.
- Genuinely customised or bespoke products normally have an estimated lead time of approximately **15 working days**.
These are estimates, not guaranteed appointment dates. The applicable estimate begins after the order is accepted, cleared payment is received and all required product specifications and delivery information are complete.
An exact delivery appointment will be arranged or confirmed separately when the order is ready and the route is available.
For consumer orders, we will deliver without undue delay and normally within 30 days of the contract unless a different time or period has been agreed.
## 9. Delays
Manufacturing, material availability, high order volume, severe weather, road disruption, vehicle problems, illness, access restrictions or another event outside our reasonable control may cause delay.
If we become aware of a material delay, we will contact the customer using the details provided with the order and give updated information where reasonably possible.
Where a consumer's agreed delivery deadline is legally essential, or where we fail to deliver within an applicable legal period, the consumer retains the remedies provided by law. Nothing in this policy removes those rights.
We are not responsible for a delay caused by incomplete or inaccurate customer information, unpaid amounts, unconfirmed specifications, a customer-requested hold or an undisclosed access restriction.
## 10. Arranging the Delivery Appointment
We will use the telephone number, email address or other contact details supplied with the order to arrange or confirm delivery.
The customer must make sure those details are accurate and monitored. Please tell us promptly if they change.
The customer must ensure that an authorised adult is available at the delivery address throughout the agreed delivery window to receive and inspect the goods.
Any delivery time or window is an estimate affected by traffic, weather, earlier deliveries and safe working conditions. We will make reasonable efforts to provide updates if a substantial delay occurs on the day.
## 11. Standard Delivery Service
Unless an additional service is expressly stated in the order or quotation, delivery is:
- To the customer's door or a safe ground-floor entrance.
- Not delivery into a chosen room.
- Not assembly or installation.
- Not packaging removal.
- Not removal or disposal of an old bed, mattress or other product.
- Not connection, alteration or movement of the customer's existing property.
If the building's main safe entrance is above ground level, we can deliver to that entrance only where a suitable working lift is available and can be used safely and lawfully.
Our delivery team is not required to carry goods up internal or external stairs unless a separate written service has been agreed in advance.
## 12. Customer Access Responsibilities
Before ordering and again before the appointment, the customer must check that the products and packaging will fit safely through the complete delivery route.
The customer must disclose anything that may affect delivery, including:
- Narrow roads, gates, doors, corridors or turns.
- Stairs, steps, lifts or changes in level.
- Low bridges, height or weight limits.
- Restricted parking or loading areas.
- Pedestrian zones, permits, road closures or timed access.
- Building management, concierge, security or booking rules.
- Construction work, obstructions, loose surfaces or unsafe ground.
- A very large or heavy order requiring extra people or vehicles.
- Any other condition affecting safe and lawful access.
We may request measurements, photographs, video or further information before accepting or attempting delivery.
The customer is responsible for protecting floors, walls, doors and nearby property and for moving fragile items or obstructions from the delivery route.
## 13. Safe Delivery
Our delivery team may refuse or stop an instruction that appears unsafe, unlawful, unreasonable or likely to cause injury or damage.
The team will not:
- Force a product through an opening.
- Remove doors, windows, rails or fixtures.
- Operate unsuitable or unapproved lifting equipment.
- Enter an area that is unsafe or not reasonably accessible.
- Leave goods where doing so would be unsafe, unlawful or expose them to immediate damage or theft.
If safe delivery cannot be completed because of an undisclosed or customer-controlled issue, the failed-delivery provisions may apply.
## 14. Changing or Cancelling an Appointment
Please contact us as early as possible if an agreed delivery appointment must be changed.
If the customer requests a change with less than 48 hours' notice, a rebooking and administration fee of £36 including VAT may apply.
Any additional cost caused by the change, such as a different route, specialist vehicle, additional staff or storage, will be explained and agreed before the rearranged delivery.
The fee will not apply where:
- The change was caused by us.
- The customer exercises a legal cancellation right that makes the charge unlawful.
- Applying the charge would otherwise unlawfully restrict a consumer remedy.
If we need to change an appointment, we will contact the customer and rearrange it without charging a rebooking fee.
## 15. Failed Delivery
A delivery may be treated as failed where it cannot be completed because:
- Nobody authorised is available.
- The address, postcode or contact details are incorrect or incomplete.
- Access information was not disclosed or was inaccurate.
- The goods will not fit through the available route.
- Required parking, loading or building access is unavailable.
- Delivery is refused without a valid contractual or legal reason.
- The location or instruction is unsafe or unlawful.
- Another customer-controlled issue prevents completion.
Where a delivery fails because of a customer-controlled issue, a redelivery charge may apply even where the original standard retail delivery was free. For trade orders, the applicable trade delivery charge may need to be paid again before redelivery. A very large, specialist or multi-vehicle redelivery may require a separate quotation.
Reasonable storage or additional handling costs may apply only where they were disclosed or legally permitted and are caused by the failed delivery. We will explain the amount before arranging the next step.
These charges do not apply where delivery failed because of our breach or where they would unlawfully restrict consumer rights.
## 16. Refused Delivery and Cancellation
Refusing delivery does not by itself complete a legal cancellation.
If a consumer wishes to exercise an eligible cancellation right, they should send a clear notice to **returns@sleepdesignbeds.co.uk** in accordance with the Return and Refund Policy.
If goods are refused because they are visibly damaged, incorrect or otherwise appear not to conform to the contract, please record the reason with the delivery team and contact us promptly.
## 17. Inspecting Delivery
Where reasonably possible, please inspect:
- The number of packages.
- Product labels and obvious product identity.
- Visible external damage.
- Obvious quantity discrepancies.
Please report visible damage, missing packages, incorrect goods or quantity discrepancies to **returns@sleepdesignbeds.co.uk** within **48 hours**, with the order number and photographs where available.
Prompt reporting helps preserve evidence and investigate the matter. The 48-hour request does not remove statutory rights and is not an automatic deadline for rejecting a valid claim.
If damage is hidden, report it as soon as reasonably possible after discovery. Do not continue using a product if doing so may be unsafe or make the damage worse.
## 18. Risk and Responsibility for the Goods
For a consumer, the goods remain at our risk until they come into the physical possession of the consumer or a person identified by the consumer to take possession, except where the consumer independently chooses a carrier that we did not offer and the law provides otherwise.
For a business customer, risk passes when the goods are delivered to the agreed location, collected by the customer, or collected by the customer's carrier, as applicable.
Ownership passes only after we receive full cleared payment for the goods and directly related charges.
## 19. Free Collection
Free collection may be selected where it is offered for the relevant product or order.
Public collection location: **WF17 8HB**. Full collection instructions will be provided after an appointment is confirmed.
Normal collection availability is:
**Monday to Thursday, 10:00 am–5:00 pm**, excluding public holidays and notified closures.
Every collection must be booked and confirmed in advance. Do not travel to collect goods until we have confirmed that the order is ready and the appointment is accepted.
## 20. Collection Requirements
The collecting person must:
- Bring the collection confirmation and suitable identification if requested.
- Bring a suitable, roadworthy vehicle with adequate capacity.
- Bring suitable straps, restraints, blankets and protective equipment.
- Check the products and quantities where reasonably possible.
- Follow reasonable site and staff safety instructions.
- Secure and transport the goods safely.
Staff may provide reasonable loading assistance. The customer remains responsible for the suitability of the vehicle, its payload limits and securing the load.
Staff may refuse to load goods where the vehicle, equipment, loading method or instruction appears unsafe, unlawful or likely to damage the goods, vehicle or another person.
If collection cannot proceed because the customer arrives without a suitable vehicle or equipment, a new appointment must be arranged. Any storage or additional handling charge will be disclosed before it is incurred where legally required.
## 21. Collection by a Third Party or Carrier
If another person or carrier will collect an order, the customer must authorise them in advance and provide any information we reasonably request.
We may ask the collector for identification, order confirmation and evidence of authority.
Where a consumer independently appoints a carrier that we did not offer, risk may pass when we hand the goods to that carrier, as provided by law. The customer should ensure that the carrier is suitably insured and equipped for bulky furniture.
## 22. Changes to the Delivery Address or Order
Tell us immediately if the delivery address or order details need to change.
A change is not accepted until we confirm it in writing. It may affect:
- Delivery availability and price.
- Driving-distance band.
- VAT or quotation details.
- Production or delivery timing.
- Vehicle, staff or access requirements.
- Fraud and payment verification.
We may require the customer to complete additional verification before changing an address after payment.
If a wholesale amendment reduces an order below the 20-qualifying-unit minimum, the order will be paused and handled under the Terms of Service.
## 23. Returns and Collections After Delivery
The delivery charges in this policy do not automatically cover collection of a return.
For non-faulty consumer change-of-mind returns, the customer is normally responsible for the direct return cost. Bulky return-cost information and any collection quotation are handled under the Return and Refund Policy.
Where goods are faulty, misdescribed, damaged before risk passes or incorrectly supplied, we will bear reasonable necessary return or collection costs where the law requires.
Do not send or transport a return to our address without receiving return instructions.
## 24. Business, Trade and Large Orders
Trade and wholesale orders use the trade delivery arrangements in this policy and may require different delivery planning because of product quantity, vehicle capacity, unloading time, business-premises rules or multiple authorised locations.
Standard online trade delivery is currently limited to eligible addresses in England.
A trade delivery quotation applies only to the stated company location, products, quantities, access and service level.
The customer must provide a suitable authorised representative to receive the order and any equipment or staff expressly allocated to them under the quotation.
An order above 20 units may receive a separate product-price quotation, but this does not automatically include discounted or free trade delivery. Trade delivery will be shown separately in the quotation or checkout.
## 25. Events Outside Our Reasonable Control
We are not responsible for a delay caused by events outside our reasonable control, including severe weather, flooding, fire, traffic incidents, road closure, industrial action, epidemic, public-authority action, utility or network failure, vehicle failure despite reasonable maintenance, material shortage or another major disruption.
We will take reasonable steps to reduce the effect, provide updates and rearrange delivery where necessary.
Consumer rights concerning essential deadlines, late delivery and refunds remain unaffected.
## 26. Complaints and Delivery Enquiries
For a delivery quotation, appointment or access question:
- Telephone: **07786 642582**
- Email: **info@sleepdesignbeds.co.uk**
For damage, missing goods, returns or refunds:
- Email: **returns@sleepdesignbeds.co.uk**
Please include the order number, postcode and a clear description of the issue.
We will try to resolve complaints fairly and within a reasonable time. Nothing in this policy prevents a consumer from exercising a statutory remedy.
## 27. Changes to This Policy
We may update this policy to reflect changes in law, delivery areas, rates, systems or business practices.
The terms applying to an accepted order will not be changed retrospectively in a way that unlawfully reduces the customer's rights.
The current version will be published with its “Last updated” date.