Returns
Welcome to the Carter and Lewis Returns Centre
As artisans of handcrafted mattresses, we stand behind the quality of every product we create. We understand that purchasing a mattress is a significant investment in your comfort and wellbeing, and we want to ensure your complete satisfaction.
How does our returns process work?
Our returns process is designed to be straightforward and hassle-free:
- Contact our Customer Care team within 14 days by emailing returns@carterandlewis.co.uk.
- Send your Mattress back to our factory via insured courier, or call us to arrange the pickup (the return delivery cost will be subtracted from your refund).
- Once we receive the returned mattress, we’ll process your refund within 5 working days.
Are there any conditions? Yes, we do have a few reasonable requirements:
- Your mattress must be in clean, undamaged condition with no stains.
- We recommend using a mattress protector from day one to keep your mattress in pristine condition.
What about other items?
For accessories such as pillows, bedding, and mattress protectors:
- These items can be returned within 30 days of delivery.
- Items must be unused, unwashed, and in their original packaging.
- Please email returns@carterandlewis.co.uk to initiate the return process.
Do you offer exchanges?
Looking for a different model instead? We’re happy to facilitate an exchange:
- You can exchange your mattress once.
- If you select a higher-priced model, you’ll need to pay the difference.
- If you select a lower-priced model, we’ll refund the difference.
What about refunds?
Refunds are processed to your original payment method within 5 working days of receiving your returned items. The amount refunded will be the purchase price of the item(s).
What about delivery charges?
Initial delivery charges are non-refundable. However, we cover the cost of collecting returned mattresses within the UK and Northern Ireland.
Frequently Asked Questions
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Do I need to keep the original packaging?
No, you don’t need to keep the original packaging for mattress returns. However, for smaller items like pillows and bedding, original packaging is required. -
Can I return a mattress if I purchased it during a sale?
Yes, our returns policy applies to all purchases, including those made during promotional periods. -
How do I prepare my mattress for return?
Simply remove all bedding and ensure the mattress is clean and free from stains. Our collection team will handle the rest. -
Do you offer returns for customers outside the UK and Northern Ireland?
Currently, our returns service is only available within the UK and Northern Ireland. For international customers, please contact our Customer Care team to discuss options. -
Can I return my mattress if I’ve removed the law label?
Yes, removing the law label does not affect your right to return the mattress during the trial period.
Still have questions?
Unsure about something? Our Customer Care team is here to help. Contact us at:
- Email: support@carterandlewis.co.uk
- Hours: Monday to Friday, 9am to 5pm
At Carter and Lewis, we take pride in our handcrafted mattresses and are committed to ensuring your satisfaction with our products and services. We understand that selecting the perfect mattress is a personal journey, and we’re here to support you every step of the way.