Question 1

How do I place an order?

Accepted Answer

Browse our collection, select your size and options, and add to basket. We accept all major credit/debit cards, PayPal, Apple Pay, and Google Pay.

Question 2

Can I order a custom size?

Accepted Answer

Yes. Contact us with your requirements and we'll provide a bespoke quote. Custom orders typically add 2–4 weeks to lead time.

Question 3

Is VAT included in your prices?

Accepted Answer

Hartley Dreams Limited is not VAT registered. Prices shown are the full amount you pay with no VAT applied.

Question 4

Can I amend or cancel my order after placing it?

Accepted Answer

You can cancel or amend your order free of charge within 24 hours of placing it. Contact us as soon as possible at info@hartleydreams.com or call +44 7356 050616. After 24 hours a £75 cancellation fee applies, as your order will already be in production.

Question 5

Do you offer finance options?

Accepted Answer

Yes — we offer Klarna Buy Now Pay Later at checkout, letting you split your order into 3 interest-free payments. We also accept PayPal, Apple Pay, Google Pay, Amazon Pay, and Revolut Pay.

Question 6

How long does delivery take?

Accepted Answer

5–7 working days across the UK mainland. All beds are made to order. Our team will be in touch to confirm your delivery window.

Question 7

Is delivery really free?

Accepted Answer

Yes — free delivery to your room of choice across the UK mainland. Packaging is removed and taken away. White-glove installation is also available on every order at an additional charge.

Question 8

Can I choose my delivery date?

Accepted Answer

Our team will call ahead to arrange a delivery window that works for you.

Question 9

Can I track my order?

Accepted Answer

Our beds are delivered directly by our manufacturer — there is no online tracking link. Your driver will call approximately 60–90 minutes before arrival. For a delivery status update, contact us at info@hartleydreams.com or call +44 7356 050616.

Question 10

What if the bed doesn't fit through my door or staircase?

Accepted Answer

It is your responsibility to ensure the product will fit through your doorways, hallways, and staircase before ordering. Please check all dimensions carefully using our size guide. Hartley Dreams cannot accept returns or be held responsible if an item cannot be brought into your home due to access restrictions.

Question 11

What sizes do you offer?

Accepted Answer

Single, small double, double, king, and super king. We also offer custom sizes on request.

Question 12

Are your products FSC certified?

Accepted Answer

Yes. All timber used in our frames is sourced from FSC-certified sustainably managed forests.

Question 13

Do mattresses need a specific base?

Accepted Answer

Our mattresses are designed to work with our bed frames, but are compatible with most solid or slatted bases.

Question 14

What is your returns policy?

Accepted Answer

As all our products are made to your individual specification, the standard 14-day right of withdrawal under the Consumer Contracts Regulations 2013 does not apply. You can cancel your order free of charge within 24 hours of placing it. After 24 hours a £75 cancellation fee applies as production will have commenced. If your item arrives faulty, damaged, or not as described, you have full rights under the Consumer Rights Act 2015. For collections: free on orders over £2,000; a £75 collection fee applies on orders under £2,000. Damage must be reported within 48 hours of delivery with supporting photos.

Question 15

What does the guarantee cover?

Accepted Answer

Bed frames carry a 12-month guarantee covering structural defects — frame, joints, fixings, and mechanisms. Mattresses carry a 12-month to 5-year guarantee depending on the product. Fabric, upholstery, and foam are not covered.

Question 16

How do I start a return or warranty claim?

Accepted Answer

Email info@hartleydreams.com with your order number and photos of the issue. Our team will respond within 7 working days. You can also call us on +44 7356 050616.

Frequently Asked Questions

Ordering

Delivery

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Returns & Warranty