Sales Terms & Conditions
Who are we and what do these terms cover?
Carter & Lewis is a premium handmade mattress manufacturer and retailer based in the United Kingdom. We take pride in our craftsmanship and the quality of our products. These terms and conditions govern your use of our website www.carterandlewis.co.uk and the purchase of any products from us.
Please read these terms carefully before placing an order. By using our website and placing an order, you agree to be bound by these terms and conditions.
How do I place an order with Carter & Lewis?
Ordering from us is simple. Browse our selection of handmade mattresses on our website, select the product you wish to purchase, and follow the checkout process. Once your order is confirmed, you will receive an order confirmation email containing your order details.
We reserve the right to refuse or cancel any orders placed for products listed at an incorrect price due to typographical errors or errors in pricing information. If this happens, we will notify you promptly.
What payment methods do we accept?
We accept the following payment methods:
- Credit and debit cards (Visa, Mastercard, American Express)
- PayPal
- Bank transfer (for orders over £1,000)
- Klarna (pay in 3 installments)
All transactions are processed securely, and your payment details are encrypted using industry-standard SSL technology.
How does our delivery service work?
Delivery Areas and Timeframes
We deliver to all addresses within the United Kingdom and Republic of Ireland. Our standard delivery timeframes are:
- UK Mainland: 5-7 working days
- Northern Ireland: 7-10 working days
- Republic of Ireland: 7-10 working days
- Scottish Highlands and Islands: 10-14 working days
Delivery Charges
- Free standard delivery on all orders over £150 to UK mainland addresses
- UK Mainland (orders under £350): £35
- Northern Ireland: £55
- Republic of Ireland: £65
- Scottish Highlands and Islands: £75
What happens on delivery day?
Our delivery team will contact you the day before delivery to provide a 3-hour time slot. We offer:
- Front door delivery
- Room of choice delivery (additional £35 fee)
- Old mattress removal service (additional £35 fee)
Please ensure that there is adequate access to your property and the room where you want the mattress delivered. If our delivery team is unable to deliver due to access issues, a re-delivery charge may apply.
What is our returns policy?
Standard Returns
You have the right to cancel your order and return your mattress within 14 days of receiving it, as per the Consumer Contracts Regulations. To initiate a return, please contact our customer service team.
Returns Process
- Contact our customer service team to arrange a return
- Our team will schedule a collection
- Once we receive and inspect the returned mattress, we’ll process your refund
- Refunds will be issued to your original payment method within 14 days
Return Conditions
- The mattress must be in its original condition
- It must be clean, undamaged, and free from stains
- It must be in suitable condition for resale
- Original packaging is preferred but not required
A return fee of £75 will be deducted from your refund to cover collection and handling costs, unless the return is due to a fault or defect in the mattress.
What warranty do we provide?
1-Year Warranty
All Carter & Lewis mattresses come with a 1-year warranty against manufacturing defects. Our warranty covers:
- Springs breaking under normal use
- Excessive sagging (more than 3cm)
- Defects in the mattress cover
- Foam degradation not caused by improper use
What isn’t covered by our warranty?
- Normal wear and tear
- Comfort preference changes
- Damage caused by improper use or care
- Stains, burns, or other damage caused by the user
- Floor models or “as is” purchases
How to make a warranty claim
If you believe your mattress has a defect covered by our warranty:
- Take clear photographs of the defect
- Contact our customer service team with your order number and photographs
- Our team will assess your claim and respond within 5 working days
- If approved, we will either repair or replace your mattress
What are your consumer rights?
Under UK and Irish consumer law, you have certain statutory rights. These terms and conditions do not affect those rights.
UK Customers
Under the Consumer Rights Act 2015, goods must be:
- Of satisfactory quality
- Fit for purpose
- As described
If your mattress does not meet these criteria, you have the right to reject it within 30 days and receive a full refund. After 30 days, you’re entitled to a repair or replacement.
Irish Customers
Under the Sale of Goods and Supply of Services Act 1980, goods must be:
- Of merchantable quality
- Fit for their intended purpose
- As described
Irish consumers have similar rights to UK consumers regarding defective products.
How do we protect your privacy?
We take your privacy seriously. Our Privacy Policy explains how we collect, use, and protect your personal information. You can view our full Privacy Policy on our website.
How can you contact our customer service team?
We’re here to help. Our customer service team is available:
- Monday to Friday: 9am - 6pm
- Saturday: 10am - 4pm
- Sunday: Closed
Contact Methods
- Email: support@carterandlewis.co.uk
- Live Chat: Available on our website during business hours
- Post: Unit 2 Holme Street, Liversedge, England, WF15 6JF
What else should you know?
Mattress Care Instructions
To ensure the longevity of your Carter & Lewis mattress:
- Use a mattress protector from day one
- Rotate your mattress every three months
- Avoid bending or folding your mattress
- Follow the specific care instructions provided with your mattress
Promotional Offers
Any promotional offers or discounts are subject to availability and may be withdrawn at any time. Offers cannot be used in conjunction with any other offer unless specifically stated.
Legal Information
Carter & Lewis is a trading name of Utopia Beds ltd, registered in England and Wales No: 11918076
Registered Office: Unit 2 Holme Street, Liversedge, England, WF15 6JF
VAT Registration Number: GB335624308
Governing Law
These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
Changes to Terms and Conditions
We reserve the right to update these terms and conditions from time to time. Any changes will be posted on our website, and by continuing to use our website or place orders, you agree to be bound by the updated terms.
Last Updated: September 2025