Lovingly Handmade in London

Terms & Conditions

Thanks for ordering from us – we hope you enjoyed the experience!

If you have any other queries regarding delivery or collection, please call 020 7693 9393, or pop into one of our showrooms.

1. Product

All of our products are handmade to order.  

All brochure descriptions of our products are correct at the time of going to press. We have a policy of continuous product development and reserve the right to amend the specification and availability of products without prior notice in relation to future sales.  

All wood species can react to sunlight and expand and contract due to changes in temperature and humidity.  

Finishes (stain & lacquer) are applied to the exterior of our wooden beds, frames and furniture. Exceptions are - the Venice & Verona where lacquer is not applied to the back of the headboard, the Wooden Space-Saving headboard where stain & lacquer is not applied to the back of the headboard, our under-bed drawers where stain & lacquer is not applied to the rear panel and the back of our Bedsides, Chest of Drawers and Wardrobes where lacquer is not applied.

Due to the nature of the materials used, finishes may vary. Part of the charm of our natural wood products is that there can be variation in colour, grain and knots. Our showroom models are within the expected characteristics of these products.  

We require at least a week’s notice to add additional products to your order. (Finance customers please contact us on 020 7693 8988 to discuss).

We have a limited customisation service (i.e. longer length). There are adjustment costs on both frames and mattresses for any customisations.  

The fitted drawer mechanisms on our beds may be damaged if the bed is not lifted fully when it is moved. The drawers must be empty prior to moving the bed in order to prevent the drawer or mechanisms being damaged. Warren Evans is not liable for damage done if these instructions are not followed. Any repairs to damaged fitted drawers will carry a flat fee of £60. Our fitted drawers can hold a maximum of 20kg per drawer. Weight restriction for the drawers in our divan beds: Devon Divan = 5kg  

 
2. Measurements

Mattress and frame sizes are manufactured in feet and inches to a tolerance of +/- one inch. All measurements in centimetres are approximations. Beds are described and manufactured in terms of the size of the mattress required.  

Customers need to measure access into their property for all products, especially for large items such as wardrobes and Super-King mattresses; this may include measuring stairways, landings, etc.  

The frames in the handmade wooden and fabric ranges are larger than the mattress size by approx. 3 ½ inches (9cm) for the width & 4 ½ inches (11.5cm) for the length.
There are exceptions. The following frames in the fabric range are larger than the mattress size by the subsequent measurements - The Chiswick is 6.5 inches (16cm) and 4.5inches (11.5cm) longer than the mattress. The Melbourne & Chelsea is 6.5 inches (16cm) wider and 8.5 inches (22cm) longer than the mattress. The Highgate & Hampstead are 4 inches (10cm) wider and 16 inches (40cm) longer than the mattress. The Retro is 8 inches (20cm) wider and 5.5 inches (14cm) longer than the mattress. The Ardennes & Sherwood are 4.5 inches (12cm) wider and 4.5 inches (12cm) longer than the mattress. The Northgate & Plumstead are 4 inches (10cm) wider and 8 inches (20cm) longer than the mattress. For the Harrow, Hornsey, Ludlow, Minster, Richmond, Ripley, Stockport & Working, the width of these frames will be the width of the mattress. Add 3.5 inches (9cm) on to the length for the Harrow, Hornsey, Minster, Richmond, Ripley &amp Stockport and 6 inches (15cm) on to the length for the Ludlow & Woking. For the Devon Divan, no additional measurements to be added for the width and length. For the Hampton, Lynton & Rye Divans, no additional measurements for the width and 3 inches (8cm) to the length.
There are exceptions in the handmade wooden range. The following frames are larger than the mattress size by the subsequent measurements - the Sunday & Siesta are 6 inches (15cm) wider and longer than the mattress. The Venice & Verona are 3 inches (8cm) wider and 9 inches (23cm) longer than the mattress. The Milan, Madrid, Japanese & Oriental are 3 inches (8cm) wider and 7 inches (18cm) longer than the mattress. The Bunkbeds are 5 inches (13cm) wider and 4.5 (11.5cm) longer than the mattress with an additional 4 inches (10cm) on the width for the ladder.
For our handmade Space-Saving range, both the wooden & fabric frames, please take into account 4 ½ inches (11.5cm) more for the length. The width of these frames will be the width of the mattress. The only exception being the Studio & Island bed frames which will not over-hang the mattress size at all; the only size to take into account for these beds is the relevant mattress size.
Please ensure that you are fully aware of the frame dimensions and that they are suitable for the space you have allocated.

 
3. Pricing, Tempur Price Match and Promotional codes

All our prices are inclusive of VAT. Our Tempur Mattress price match promise applies to any undelivered mattress for 28 days from purchase. The price match excludes all online only retailers. Should you find the same Tempur Mattress at another retail showroom at a lower price (excluding specialist online ‘only’ retailers) We will refund the difference + £20.00. This price match promise is subject to us being able to verify the lower price at the time of purchase.

All our Promotional Codes which offer an extra £30 off are based on a minimum sale of £450, all our £10 off are based on minimum sale of £288  and valied from 2 months from the month of issue . These are genuine extra discounts and they can therefore be used with our other offers.

4. Guarantees

Bed Frames and Furniture

All our bed frames and furniture carry a 10 year guarantee covering workmanship and materials, except divans which carry a 5 year guarantee.

Our guarantee covers defective workmanship and materials; it does not cover wear & tear, natural aging or any external factors that affect or damage the frame and furniture.  

For frame and furniture faults within our own delivery catchment area, we aim to replace or repair the faulty component with a like-for-like part. For frame and furniture faults outside of our delivery catchment area we aim to courier a like-for-like replacement part and instructions to the required address. When replacing parts on older products there may be colour variation due to the natural aging of the original product.  

We require photographs of all suspected faults before we action our guarantee procedures. If we believe the product to be damaged from miss-use, poor self-assembly / dis-assembly or poor after care the customer must purchase a replacement part or item. Any damage to product on delivery must be reported within 14 days of receipt of delivery or the damage will be treated as wear and tear which our guarantee does not cover. 

 

Mattresses

Mattresses are guaranteed from 5 to 10 years, depending on type. Tempur mattresses are covered by exactly the same guarantee set out by Tempur UK.

(Please see our mattress and pillows section for full details of these guarantees click here)

Our guarantee covers defective workmanship and materials; it does not cover wear & tear, natural aging or any external factors that affect or damage the mattress. On very rare occasions the mattress cover and / or colour may vary from the display models and photographs shown however, the material specification and quality will not be affected.  

Due to modern day fillings being more sumptuous than their predecessors, settlement within your mattress – minor indentations - should be expected and is perfectly normal. You can help to balance this out by regular turning and rotating of your mattress.  

For mattress faults within our own delivery catchment area, we aim to replace the faulty mattress with a like-for-like exchange. For mattress faults outside of our delivery catchment area we do have options please contact us on 020 7693 9393 for details. Any damage to product on delivery must be reported within 14 days of receipt of delivery or the damage will be treated as wear and tear which our guarantee does not cover.  

Some issues can easily be resolved by the helpful advice of our Showroom Teams and do not require a replacement, repair or onsite visit. Please contact us on 020 7693 8988 for details.  

The above guarantees are in addition to and do not affect your statutory rights.  

 
5. Cancellations / Amendments

It is our customer’s responsibility to check that all the details on their order form are correct, including the exact specifications of the product and delivery details.  

For all frames, mattresses and furniture represented in our brochure or on our website, before delivery, we will retain 25% of the cancelled order value to offset our manufacturing and administration costs.  

If you have had your frame, mattress or furniture item delivered and have changed your mind, this will incur a 50% cancellation charge and a delivery/collection charge (Finance customers please contact us on 020 7693 8988 to discuss). 

Any goodwill refunds of this nature will only be honoured if we are notified within 28 days of delivery. Any customised or adjusted products are non-refundable. Refunds are not authorised until stock items are returned to our Walthamstow Workshop.  

120 Nights Mattress Trial

The trial starts on the date of delivery or self-collection of your mattress (excludes Tempur products, all Warren Evans Memory Foam/Latex products). At any point during this period, please feel free to contact our Customer Services on 020 7693 8988 to discuss your requirements, get advice or arrange an exchange. This exchange policy only applies to the same address that the mattress was originally delivered to or if you collected it, you will need to drop it back to the same collection point to exchange it for an alternative mattress. We only exchange items once and only after a customer has visited one of our showrooms to view and try their chosen alternatives. Excludes customised or adjusted mattresses.

21 day ‘no quibble’ returns policy

Any mattress covered by our 21 day no quibble mattress returns policy will be refunded in full or exchanged and collected free of charge (excludes Tempur & Warren Evans Memory Foam/Latex products). The policy starts on the date of delivery or self-collection of your mattress. At any point during this period, please feel free to contact our Customer Services on 020 7693 8988 to discuss your requirements, get advice or arrange an exchange or return. This returns policy only applies to the same address that the mattress was originally delivered to or if you collected it, you will need to drop it back to the same collection point to exchange it for an alternative mattress or refund. 

We only exchange items once and only after a customer has visited one of our showrooms to view and try their chosen alternatives. Excludes customised or adjusted mattresses. 

 
6. Bedding

We will be happy to offer you an exchange or refund, providing the products are returned in perfect condition, unused, unwashed, and in their original packaging within 28 days.  

Bedding can be returned outside of this period if they are found to be faulty.  

We cannot accept an item returned as faulty if the appropriate product care instructions have not been followed.  

Certain items unless deemed faulty are non-returnable or refundable due to hygiene reasons if the sealed packaging has been opened. These items include mattress protectors and toppers, duvets and pillows.  

All bedding items come with a 1 year guarantee.   

 
7. Payment

We request payment in full at the time of ordering.  

Warren Evans accepts all major credit and debit cards except Electron which cannot be used for telephone orders or internet orders.  

Warren Evans also accepts personal cheques & bank transfers which must be received & cleared before delivery.  

PayPal can be used for payment on our website and in our showrooms.

Monthly payment options are available to applicant’s online, in store or over the phone. Terms and Conditions of the Finance Provider apply.

For security reasons we are unable to accept any payment on delivery.  

Goods cannot be delivered until full payment has been received.  

 
8. Delivery / Assembly

South of England - All products, selected postcodes

Express deliveries are on Tuesday, Wednesday & Thursday and are FREE.

Peak deliveries are on Monday & Friday and prices may vary.

Assembly is FREE.

Linen & Bedding only deliveries are £8.00.

Our daytime deliveries are between 7.30am - 6pm, Monday – Friday only. 

Our evening deliveries are between 6pm – 11pm, Monday – Friday only.

(Evening deliveries are available to select postcodes for mattresses and bedding only)

Your chosen delivery date will be subject to your delivery area and availability at the time.  

South of England deliveries include London, Home Counties and selected postcodes:- AL, B, BA (1-3, 8, 11, 13-15, 20-22), BH, BN, BR, BS, CB, CF, CM, CO, CR, CT, CV, DA, DT, DY, E, EC, EN, GL, GU, HA, HP, IG, IP, KT, LE, ME, MK, N, NN, NR, NW, OX, PE (1-9, 13-16, 19, 26-38), PO, RG, RH, RM, SE, SG, SL, SM, SN, SO, SP, SS, SW, TF (1, 10, 12-13), TN, TW, UB, W, WC, WD, WR, WV, WS.  

For all of our ‘South of England’ customers, delivery dates are discussed and/or arranged at the point of order. On occasions customers may request their delivery date ‘To Be Confirmed’ in which case customers are required to give enough notice to the sales team to arrange their delivery date. Usually two weeks’ notice is sufficient, but always check with the sales team at point of order to ensure you get the best possible date we can offer you. For Finance Customers delivery must occur within 120 days of their application being approved.

Our delivery department will contact you 3 working days before your delivery date to give you a pre-allocated 3 hour time window which cannot be changed.

This delivery window is our best estimate and cannot be guaranteed due to delays beyond our control such as prevailing traffic conditions, etc.  

In these situations, we aim to contact you as soon as we possibly can to inform you of any delays or if we cannot deliver at all due to unavoidable circumstances such as adverse weather conditions. In every case we will try our very best to help, to keep you updated and will re-arrange delivery with you.  

Please ensure, prior to our arrival, that access is clear through hallways and/or stairways and, most of all, in the room where the items are required. A clear space for assembly in the designated room will help us ensure a much easier and efficient service for you and our delivery team. We kindly ask children & pets are kept at a safe distance from our working delivery team.  If you have arranged for us to dispose of your old bed frame, please ensure that it is fully disassembled prior to our arrival.  

Our delivery team will exercise every caution and extend every courtesy during delivery and assembly of your products. We cannot be held liable for any accidental damage to property or person, however caused, and only enter your premises under these conditions.  

Any orders under £114 will carry an additional £12 surcharge on the original delivery fee.  

We request at least 5 working days’ notice if you wish to postpone your delivery to avoid a £48.00 cancellation charge.  

We reserve the right to amend our delivery, assembly & disposal service.  

Unfortunately, Warren Evans is currently unable to deliver to postcodes which are not stated previously in our Terms and conditions

However, we are able to offer a self-collection service from our London workshop. Please contact our Customer Services team for more information on 020 7693 8988.  

 
9. Disposal

We provide a like for like swap - e.g. bed for bed, mattress for mattress. The cost to dispose of each individual item is £20.  

If you have arranged for us to dispose of your old bed frame, please ensure that it is fully disassembled prior to our arrival.

We do not offer a disposal only service. We do not offer a disposal service for furniture or bedding. 

 
10. Collections

Full payment is to be made at point of order if you wish to collect your purchase. A collection service is available from Walthamstow between 8.30am and 12 noon, Monday to Friday. Please make sure you bring a copy of your invoice when collecting from our Walthamstow workshop so the workshop team can locate your items. Please bring something to wrap and protect your purchase (i.e. blankets) as we cannot be held responsible for any damages. If you are sending a courier in your place, they will need protective wrapping to safeguard your items during their journey to you. Please make your courier aware of our collection times and let us know the day your courier will be collecting, a name and contact number.

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