What Happens Between Your Click and Your Doorstep?

An order is picked, packed into a cotton bag with a printed card, and dispatched from Europe. Free shipping applies on every EU order and EU customs are paid. You have a 14-day right of withdrawal without giving a reason; bedding cannot be returned once opened or used unless defective, and return postage is paid by the customer except for defective items.

Where it is picked

Most of what we sell is our own stock, held and picked by us. A small number of items are fulfilled by a partner instead, which is why the returns address depends on what you bought rather than on where you live.

That split is worth stating plainly, because it is the part of a small catalogue that customers discover at the worst moment — when something has to go back. We put the right address on the refund policy page and on the paperwork, and the rule is simple: the item goes back the way it came out.

How it is packed

A cotton bag and a printed card. No sachets, no leaflets, no card asking you to leave a review before you have taken the thing out of the bag.

On bedding, the cord and adapter travel in the same parcel. If you ordered a plug type other than the EU (Type F) one that ships as standard, that is in the parcel too rather than following separately.

We check plug type against the destination before anything is sealed, because it is the single most common thing to get wrong in this category and the most annoying one to fix after the fact.

What it costs to send it back

The 14-day right of withdrawal applies without you giving a reason. Two things narrow it, and both are ordinary across this trade.

• Bedding, once opened or used. Not returnable unless defective — the standard exclusion that applies to bed linen everywhere.
• Return postage. Paid by the customer, except where the item is defective.

For information: all products carry the EU 2-year legal guarantee of conformity. It is separate from the 14 days, and it is the law rather than anything we grant.

The parts of this that we get wrong

Two, honestly, and both are at the same point in the chain.

The first is plug type on an order going outside continental Europe. An EU (Type F) plug ships as standard, and a customer who needed a UK or US plug and did not add one has to wait for a second parcel. For the United States or Canada the FAQ sets it out: Does it work with US or Canadian outlets? We now check destination against plug type before a parcel is sealed, which has reduced it rather than removed it.

The second is the returns address on a mixed order. With two fulfilment routes there are two addresses, and an order containing items from both needs two parcels going to two places. We put it on the paperwork and on the refund policy page, and we would still rather you emailed and asked than guessed.

Who answers when you write

Real people, usually within a few hours. If the answer needs a specification we do not have to hand, we say that instead of approximating it, which occasionally makes for a dull reply.

The questions we cannot answer are the ones about you rather than the product. What it will do for you is not something we will promise. If you are pregnant, take medication or have a medical condition, ask your doctor first.

Frequently Asked Questions

Happiness, Grounded.

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