Frequently Asked Questions

Answered by experts….

Q. How long will my order take to arrive?
A. We despatch your order on the same day, via Parcel Force couriers. Deliveries usually arrive within 3 working days.

Q. Can I return the goods if I am not happy with them for any reason?
A. We are confident that you will be happy with your purchases. However, in the event that you wish to exchange or return an item(s), please do so within 14 days of receipt of the order.

You can return your purchase for up to 14 days from the purchase date for a full refund. Goods must be unused, unwashed, undamaged and in perfect condition and in their original packaging with security tag in tact.

Please include your receipt when returning goods that comply with the above. Once your return is received and inspected by us (usually within 24 hours of receipt), your refund will be processed and a credit will be automatically applied to your credit/debit card or original method of payment within 3 days.

For hygiene reasons we cannot accept returns of used bedding. Since we cannot be held responsible for parcels lost during return to us, please obtain a ‘Proof of Posting’ certificate from your Post Office or courier delivery service. We regret however, that return postage & packaging cannot be refunded.

Q. Which products have a 10 year guarantee?
A. All Hungarian and Siberian goose down filled duvets have a 10 year guarantee.

Q. Which products have a 5 year guarantee?
A. All Hungarian and Siberian goose down filled pillows have a 5 year guarantee.

Q. Which products have a 3 year guarantee?
A. All Microfibre filled duvets have a 3 year guarantee.

Q. Which products have a 1 year guarantee?
A. All Microfibre filled pillows have a 1 year guarantee.

Q. What if I want to change my order?
A. You must notify us as soon as possible of any change you want to make as all goods are normally despatched within 24 hours.

Q. What do I do if the goods I receive are damaged or faulty?
A. We will ensure that goods are despatched to you in perfect condition. In the unlikely event that any mishap has occurred before despatch, please telephone our office on 01484 302019 or email us via our contact form immediately and we will despatch replacement goods as soon as possible.

Q. What if I’m not home when my order is delivered?
A. The courier will leave a card to say they tried to deliver and will normally leave a telephone number to re-arrange delivery. Note: If you include your mobile number when proceeding through the checkout pages our courier will text you the day before they deliver the goods.

Q. Can I have my order delivered to an alternative address?
A. Yes. Goods are normally delivered to the card holders address (Billing address), however this can be changed to the address of your choice through the checkout page (Ship to a different address?).

Q. Is there a charge for UK delivery?
A. No, all our goods are sent by Parcel Force couriers, free of charge within the UK.

Q.Is there a charge for overseas delivery?
A. Yes, there is a £20.00 charge for deliveries overseas.

Q. Which countries outside the UK do you ship to?
A. We ship to the following countries outside the UK including Austria, Belgium, Denmark, Finland, France, Germany, Italy, Luxembourg, Malta, Netherlands, Republic of Ireland and Switzerland.

Q. How do I make a payment?
A. Secure payments can be made through our website. We accept most major credit/debit cards through our secure online payment providers, Sage Pay or Paypal.
Alternatively, telephone orders are also accepted by calling a member of our sales team.

Q. How do I place an order online?
A. Select your item(s) and click “add to cart” button. When you’ve finished shopping, proceed to checkout to confirm your order. Click “checkout now” to enter your billing address and / or shipping address.

You will then be able to choose from our two secure payment providers, SagePay or Paypal

Q. What do you do with my personal details?
A. We only use your details (billing/shipping address and email) to process your order, we do not pass on to any third parties.

Security – Trustwave

Q. Are my card details in a secure environment?

A. DUVETS ONLINE LTD is enrolled in Trustwave’s Trusted Commerce™ program to validate compliance with the Payment Card Industry Data Security Standard (PCI DSS) mandated by all the major credit card associations including: American Express, Diners Club, Discover, JCB, MasterCard Worldwide, Visa, Inc. and Visa Europe.

We welcome your questions and comments. If you would like to contact us please use the form below or telephone our office on 01484 302019.