FAQs

A promotional code can be found at the top of the screen, on our promotions and offers page, or failing that, use our chat function to request the latest code running.

If your promo code hasn't worked, check that:

1. You've entered the code correctly. Make sure it's spelt correctly and you haven't entered any spaces. You can copy and paste your code to avoid errors.
2. Have you clicked 'Apply'?
3. Check the code is still in date. Promotional codes are only valid for a limited period of time.
4. Check you've reached the minimum spend.
5. Make sure the code is valid on the items in your basket. Some products and ranges are excluded from our promotional codes.

If you found the promo code from another website please contact us to check whether the code is valid. We are unable to take responsibility for information published on 3rd party sites.

Visit our promotional codes T&Cs page for more information.

We are an online store, so, unfortunately, we do not  have any physical shops. We do run regular pop-up shops, for more information on this please contact our customer service department or sign up to receive our email newsletters.

Reserve now is an option that allows customers to place an order for a product that is not yet in stock. If you are to order something on a reserve now basis, then we will keep you up to date with when delivery will occur via email.

Visit our Reserve Now page for more information.

A credit memo is terminology for a refund processed by Soak&Sleep.

Please select Jersey or Guernsey as the country in the delivery address when placing your order. This will automatically remove VAT.

If you placed your order with United Kingdom as the country, once your order has been delivered please contact our customer service department to discuss VAT refunds. 

If you're having issues using the site or have received an error message please check the following:

• Is your internet connection working properly? You can check to see if other websites are working as normal.
• Try refreshing the page.
• Try clearing your internet history.

If you have tried the above and are still experiencing problems please contact us. Please include the following information:

1. What page were you on when you received the error message/the site crashed?
2. What task were you performing?
3. What error message you received? Please send a screenshot of the error if possible.
4. What device and internet browser you are using?

During the checkout process, please enter your shipping address first. When you select your preferred payment option there is a box that will be ticked for 'My billing and shipping address are the same. If this is not the case, untick the box and proceed to fill out the details for your billing address.

Please contact our customer service department if you have any further difficulties. See our delivery options here.

Our international service ensures that wherever you are, you can soon wrap up in Soak&Sleep comfort without having to worry about the cost of delivery.

We can offer international delivery, please contact our dedicated account managers to determine the cost and delivery time of your international order: wholesale@soakandsleep.com or call 01483 616 444

There is a tracking service with Furdeco, and you can track your order here.

Your tracking number is your Soak&Sleep order number.

If you wish to rearrange your delivery date, each delivery service we use offers a different way to alter.

For more information on how to re-arrange your delivery date, please click here.

If your delivery is from UK Mail and you are not in, they will leave a card and try again the next working day. If the delivery fails again, they will wait 5 days for further instructions from the customer, and then it will be sent back to us and processed as a return.

If a DPD delivery fails, they will leave a card and try again the next working day. If this fails again, they will wait 3 days for further instructions from the customer, and then it will be sent back to our warehouse and processed as a return.

For failed Furdeco deliveries, they will not book another delivery slot until they have spoken to the customer and agreed on an alternative date.

Norsk (international delivery service) - If the customer is not in, a calling card will be left and it is then the responsibility of the customer to call the telephone number of their local depot on the calling card and arrange a new delivery attempt. If you need to rearrange prior to receiving a calling card, please call our customer service department. Please note that Norsk will only attempt delivery twice before the goods are returned to us in the UK and a return is processed. 

For more information on our delivery options, please click here.

Unfortunately, this is not a service that we currently offer.

If you opt for a premium delivery service with DPD, you have the option to arrange directly with them to collect from a shop. For further information on this please contact our customer service team (info@soakandsleep.com / 01483 616 616).

Please be aware that there is a restriction to parcel sizes when using this option (maximum parcel size of 120 x 120cm and a maximum weight of 20KG), note that this can also vary depending on individual store restrictions.

To find out more about delivery options please visit our delivery & tracking page.

Once your order has been placed, our courier Furdeco will contact you with the next available delivery date (depending on your postcode).

If the first delivery option is not convenient, Furdeco will contact you to arrange another - please note that this may not sit within the 7 working day window.

Please provide your mobile number on your order, as Furdeco will text on the day when they are 20 minutes away.

To find out more about mattress and furniture deliveries please visit our delivery & tracking page.

Once your order has been dispatched you will receive a tracking number via email. Please take note of which courier company is delivering the parcel.

For premium delivery through DPD, you can track your order here.

For UK mail deliveries, track your order here.

For furniture and mattress deliveries, track your order here.

For international deliveries, track your order here.

We require a signature for furniture and mattress deliveries through our courier Furdeco.

For smaller deliveries via DPD and UK mail, a signature will be required, but there is an option to leave in a safe place at the delivery address. This needs to be arranged by the courier prior to the day of delivery and is at the risk of the customer. Customers can also arrange this directly through our customer service department.

Our mattress and furniture deliveries are carried out by our courier Furdeco. Once your order has been placed, they will contact you to arrange the next available delivery date (depending on your postcode). To find out more about this delivery option, please visit our delivery page.

There is a tracking service with Furdeco, and you can track your order here.

Our delivery options costs range, to find the suitable option for your order head over to our delivery options page.

We offer a few delivery options (depending on your delivery location), to find the one right for you check out our delivery options.

1. Contact our customer service department to discuss further, our team will ask you to confirm how the item has been cared for, and in some cases, we may ask for a washing report.
2. In the first instance, we will request pictures of the fault to be sent via email.
3. If we can not see the issue with an image, we may need to collect the item to view in the office, we would ask that the item is washed and in a hygienic state for collection.
4. If the item is faulty and within the guarantee, we will be happy to replace the item, if a like-for-like replacement is not available we will offer you the closest next item.

Once your returns have been delivered to our warehouse, please allow 10 working days for your refund to be processed and appear in your account. Please note, Amex refunds can take up to 14 days to appear in your account. 

We take pride in our products and want you to love and enjoy them as much as we do, but we know that every now and again, things might not work out quite as you'd expected.

To read our full returns terms and conditions, click here.

If you wish to return items from overseas you will need to cover the cost. In the unlikely event of your goods arriving damaged or faulty, please contact our customer service team.

For more information head over to our returns page.

We use Evri for returns, for more information on how to do this head to our returns page.

Returns via Evri is free for UK mainland returns, except mattresses and furniture. If you're returning purchases from outside of the UK mainland, then you'll need to pay postage costs.

For more information about returning an item, head to our returns page.

You can contact us through our contact page! We will be happy to assist you.