FAQs
Frequently Asked Questions
Our store is designed to be user-friendly and easy to navigate, so customers can find what they're looking for quickly and easily
Delivery
How long will delivery take?
For most mainland UK addresses, our standard delivery timeframe is 5 to 10 working days from the date of your order. Please be aware that delivery to specific areas, including the Highlands, Northern Ireland, and parts of the western coast of Wales, may require additional time due to logistical factors. If any delays occur, our delivery team will keep you informed and prioritize a prompt delivery. We keep this information current to ensure accurate estimates.
Can I change the delivery date or time once it has been scheduled?
Delivery schedules are handled by a third-party company and are fixed once confirmed. However, we can assist in rescheduling for a different day if the allocated time is not convenient.
Can I pay on delivery?
We do not accept payment on delivery. All purchases must be completed through our website.
Do you ship internationally?
No, we ship only within Mainland UK. Check our shipping policy for details.
Payments & orders
Can I change my order?
Orders can be modified within 24 hours of purchase.
What payment methods do you accept?
We accept major credit cards, PayPal, and other payment options.
Returns & refunds
What is your return policy?
We offer a 14-day return policy.
Our beds are made to order in the specific colour and size of your choice, they are non-returnable items. Therefore, we strongly recommend that you order free fabric samples before making your purchase to ensure that you are happy with your choice. Additionally, if you have any doubts or questions, you can speak to one of our ‘Hug’ experts over the phone or WhatsApp to clarify any concerns. Our customer service team will be happy to assist you in any way possible to ensure that you are fully satisfied with your order.
Please read our full policy on the returns page by clicking here.
Our Beds
Will I receive the same product that I see in the picture?
Yes, the bed we will make, and send out to you will be the closest version of the picture shown on our website. It will also be customised to your specifications which you choose.
How easy is it to build the bed at home?
To ensure that you can build your bed with ease, we will provide detailed instructions to help you through the bed building process! If you have any questions or concerns during the assembly process, our customer service team is available to provide assistance and support. Simply drop us a message at hello@hugabed.co.uk.
What types of furniture do you offer?
We specialise in making beds and related bedding products, including mattresses, headboards, and bed frames. Unfortunately we do not offer other types of furniture.
What is the maximum mattress weight for Ottoman beds with gas lift storage?
The maximum weight for a mattress on our Ottoman beds with gas lift storage is 60kg. This ensures the mechanism can function safely and effectively.
Can the height of a headboard be customised?
Our headboards typically have a maximum height limit, often around 170cm. Customisation beyond this specification is generally not available. We can also reduce the headboard height as per your requirements.
Are there any options for beds with back support?
We offer lot’s of different beds that provide excellent back support. Our customer service team can help you choose the right bed and mattress based on your specific needs.
Disposal & recycle
Do you take old bed frames away when delivering a new one?
Unfortunately, we do not offer a service to remove old bed frames. Customers need to arrange their own disposal or recycling.
Showroom
Do you have an in-store showroom?
Unfortunately we don’t have a physical showroom. We are an online-only company. We can deliver all over the UK and our products are made by the ‘Hug’ team in our Yorkshire based factory.
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