Frequently Asked Questions

Go to Account and sign in with your email. You can edit your name, email, password and phone number in Account Details, and manage addresses in Address Book.

For security, we can’t charge your card again on an existing order. The quickest option is to place a new order. If both orders are unshipped, we’ll combine them where possible and refund any extra postage.

We aim to dispatch quickly, so there’s a short window to make changes. Email {{SUPPORT_EMAIL}} with the subject URGENT: Order {{ORDER_NUMBER}}. If the parcel has already shipped, please see our Returns Policy.

Contact us immediately with the correct address. We can update it until the label prints. After dispatch, changes aren’t guaranteed, but we’ll try to reroute with the carrier.

• Standard: 2–4 working days
• Express: 1–2 working days
• Next Working Day: order by {{CUTOFF_TIME}}

We dispatch Monday–Friday (excluding bank holidays). See full options on our Shipping Information page.

Yes—Standard delivery is free over £{{FREE_SHIP_THRESHOLD}}. Rates are calculated at checkout for orders below this threshold.

We’ll email your tracking link as soon as the carrier scans your parcel. You can also check Order Tracking with your order number and email.

• Delayed: Many late parcels arrive within 48 hours. If yours hasn’t moved for {{DELAY_THRESHOLD}} working days, contact us.
• Lost: We’ll replace or refund after the carrier’s investigation window (typically {{LOST_WINDOW}} working days from last scan).
• Damaged: Please photograph the packaging and item and get in touch within {{DAMAGE_REPORT_DAYS}} days so we can put it right.

{{INTERNATIONAL_STATUS — e.g., “We currently ship UK-only.” OR “We ship to the EU/US. Duties and taxes are shown at checkout.”}}

We offer a {{RETURNS_WINDOW}}-day returns window on unused items in original packaging. Start your return on our Returns page. For hygiene reasons, used pillows, duvets and protectors can’t be returned unless faulty.

Yes—our bedding is covered by a {{WARRANTY_LENGTH}} manufacturing warranty. Full details are on our Warranty page.

• Percale & Sateen: 30–40°C with gentle liquid detergent. Tumble low; remove promptly.
• Linen: Machine wash; best line-dried. Tumble low and remove slightly damp.
• Duvets & Pillows: Check the label. Down often needs large-drum drying; foam cores are usually spot-clean only.

See our fabric-by-fabric guide: Snuggery Journal.

Most UK bedrooms are comfortable with 10.5 tog. Choose 4.5 tog for warm rooms/summer, and 12–13.5 tog for cooler rooms/winter. See our full Duvet Tog Guide.

Yes—Single, Double, King and Super King follow UK dimensions. Each product page lists the exact size in cm.

Where stated, our textiles meet {{CERTIFICATIONS e.g., OEKO-TEX® Standard 100}}. Look for certification details on each product page.

We accept major cards (Visa, MasterCard, Amex), PayPal, and, if you qualify, Klarna and Clearpay. BNPL options are subject to provider checks and T&Cs.

Card and PayPal payments are captured at checkout. Klarna/Clearpay manage their own payment schedules—see their apps for details.

• Email: {{SUPPORT_EMAIL}}
• Phone: {{SUPPORT_PHONE}} ({{SUPPORT_HOURS}})
• Address: {{BUSINESS_ADDRESS}}