WHAT TO DO IF MY PRODUCT IS FAULTY OR HAVE ANY ISSUE?
Mattressbrand is offering warranty of 1 year on all products, unless stated otherwise.
It is your duty to notify mattressbrand within 10 working days of receiving any damaged product which is a very rare and unfortunate case from our side.
For calming and processing your warranty you are requested to mail us on firstname.lastname@example.org . In your email please mention your order number along with the fault(s) and also some pictures, video clips and a short description of what has actually happened.
Your claim will be entertained and accessed by our warranty team and you will be contacted about next steps of the same. You are requested not to initiate return without proper approval.
In case of mishandling, mistake in installing and misuse of product(s) any refund or warranty claim will not be entertained. It is the responsibility of customer to follow guidelines provided by the seller for handling and installation of product.
WHAT OF PART OF PRODUCT IS MISSING OR BROKEN?
We at MattressBrand ensure checking of product(s) before delivering but in some cases if product delivered to you misses any part or any part is broken we have provisions to help you out.
MattressBrand provides replacement(s) of missing and broken parts. For the same please circle the part(s) which needs replacement and along with that send us a photo with your order number to email@example.com.
In case if suitable part is not available we will manage full replacement or a suitable compensation of the same to you.
WHAT IF THERE IS SOME MINOR DAMAGE?
Customer satisfaction is always our top priority at Mattress Brand. Please provide us information about the same on firstname.lastname@example.org with the pictures of minor defects found in product(s). Our warranty team will get back to you soon and will provide you refund or suitable compensation.
WHAT IF I HAVE CHANGED MY MIND AND I NO LONGER WANT THE PRODUCT I ORDERED?
Well we understand that happening of such incidents are normal but unfortunately we don’t have any such arrangement for refunding in case of change of mind cases. Still in some cases if you change your mind please contact us on email@example.com stating your order number. You are requested to choose carefully as return in case of change of mind is not entertained by us.
White goods are shipped directly from the manufacturer whose policies are stricter than ours. Hence they don’t entertain any return in change of mind cases.
Our all products cannot be returned in change of mind cases due to hygiene reasons hence you are advised to choose carefully.
STILL CONFUSED? WRITE US HERE
Our team at firstname.lastname@example.org is always available to answer all your queries. Please write us for further queries.
Frequently Asked Questions
Where is my order?
Your order could be in a couple of places… our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then Please find the consignment/tracking number and carrier website link and track from their official website. If you haven’t got your dispatch email (don’t forget to check those junk folders) then your order is waiting to leave us or if you haven’t received dispatch mail even after 48hours of placing the order Kindly contact us at “email@example.com”. We reply within an hour 🙂
Why is my order late?
Are you sure it’s late? Our Delivery time frame is 5-10 days. You can check shipping timescales according to your post code here. If it’s before the advised shipping date and you’ve had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your shipping date has passed, please Mail us at firstname.lastname@example.org
Can I cancel or edit my order?
As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within 10 minutes!). You’ll need to request us within 10 minutes to cancel your order.
I received a faulty item what do I do?
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please Contact us at email@example.com
To help us get this fixed for you ASAP, when you first contact us please include the following information;
- -Your name
- -Order number
- -Product name and code
- -Picture of the fault
- -Description of the fault
- -Please share some images of faulty item.
(The product name and code can be found on your order confirmation email).
What If No one Is In?
A signature may not always be required for delivery and if there is no one available to take delivery our carriers may attempt to leave it with a neighbour or in a safe, secure location.
You can then contact them to arrange collection or to schedule a new delivery date.
Or you can add a “delivery note” in checkout page.
Item out of stock?
Too late, you missed it! We are a very fast paced fashion retailer and keeping up with latest trends is our bag. This sometimes means our best selling items can go out of stock and we don’t usually plan on bringing them back in. The good news is if you keep checking back, some of our best garms do reappear. Our customer service team won’t know if a product is coming back in or not, you’ll see it first.