Delivery Policy

At Custom-Mattress, we partner with national courier services for nationwide product delivery. While we offer estimated delivery and collection dates, please be aware that these are approximate and not guaranteed. Our delivery timeframes are based on working days, excluding weekends and holidays, with couriers typically operating Monday to Friday between 7AM and 7PM. However, actual delivery times may vary. For overseas or remote deliveries, please allow additional time. We assume no responsibility for costs or inconvenience resulting from delivery delays or damaged items.

If a delivery attempt is missed, our courier may charge a re-delivery fee of up to £20. All deliveries require a signature and items cannot be left unattended. Couriers are instructed to deliver to the main entrance exclusively. Customers may be required to aid in unloading at certain locations but if unable to, then Custom-Mattress will come up with a solution. In this instance, after the delivery has been attempted, please contact us.

Regrettably, our couriers cannot commit to exact delivery times or accommodate specific requests. While special delivery instructions will be communicated to the courier, adherence cannot be guaranteed. We do endeavour to meet your preferences, but we cannot guarantee that these will be adhered to. We assume no liability for delays or failure to meet the specified timeframe. We also ask customers not to dispose of their old mattress until their new one has been delivered and checked, this will make sure that you are never left without a mattress should any delivery delays arise.

While we will make every effort to accommodate specific delivery or collection dates upon request, we cannot guarantee them. Although we do not provide compensation for delays or missed deliveries, we will work closely with you and the courier company to ensure a smooth delivery. Please note though that we do not deliver to PO boxes. 

If any delivery issues arise, please promptly let us know and we will assist you to the best of our ability. Report any delivery issues within 48 hours of receipt and manufacturing faults or size discrepancies within 14 days of receipt.

All of our custom-sized mattresses are delivered vacuum-packed and rolled for ease of delivery. Please allow up to 48 hours for your mattress to take its full shape but the mattress is ok to sleep on within 4 hours.