refunds and returns

refunds and returns

We believe that returning something should be as easy as buying it. So, if something’s not quite right, don’t hesitate to contact our lovely customer experience team.

returns made easy

We exist to help you get your best possible start, so we hate to think you’re losing any sleep over our products or service. If something’s not right or you need any help, just contact our lovely customer experience team. Simply email us at [email protected] or call us on 0208 036 5535.

If you’re returning a mattress or any other product within its risk-free trial, we’ll even collect it from your home for free at a time that suits you. You can find more details on all product returns below.

If you're not happy with your mattress, just let us know within your 100-night trial and we’ll sort out collection and refund your money in a jiffy - no questions asked.

You can return it in any condition (we know that it won't always look brand new once you've slept on it). And don’t worry about trying to squeeze it back in the box. You’d have to be superhuman to manage that marvellous feat.

Just email your return request to [email protected]. or give us a call on 0208 036 5535 and we’ll send over our 2-man collection service at a time that suits you.

We accept returns on all eve pillows (memory foam, microfibre & snuggle) if it’s requested within 14 days of delivery. That means your pillows can be opened, slept on and still be eligible for a return thanks to our 14 day trial.

We recommend returning your pillows in a box to avoid them being damaged in transit. If the products arrive damaged, this may affect your return.

How to return your eve pillows

For refunds:

  • You’ll have up to 14 days from the day you receive your goods to claim your return via email to [email protected] We’ll then arrange the next step for you.
  • Once we confirm your return claim, you’ll have an additional 14 days to get your pillows back to us. We’ll cover the cost of delivery so that’s one less thing for you to worry about.
  • We’ll issue a refund if the goods are still in good condition and comply with our refund policy. If the items have been damaged, we may reduce your refund.

For exchanges:

  • We all change our minds from time to time. If you’d like to swap your pillow with another one, we can process this and we’ll charge £30 for the exchange delivery fee. As with our refunds, simply [email protected] to get the ball rolling.
  • Any difference in price between your original order and new one will be refunded if it’s cheaper. Or if it’s more expensive, we’ll need to take payment.

If you’ve changed your mind and want a refund or exchange on your eve bedding purchase, we can help. For health and hygiene reasons we can’t offer returns, refunds or exchanges on the following items unless they are unopened, unused and in the original packaging:

  • Adult and baby mattress protectors
  • Adult duvets and child pillow & duvets
  • Adult and child bedsheet (duvet cover, fitted sheet and pillowcases)

We recommend returning your bedding in secure packaging to avoid it being damaged in transit. If the products arrive damaged, this may affect your return.

How to return your eve bedding

For refunds:

  • You’ll have up to 14 days from the day you receive your goods to claim your return via email to [email protected] We’ll then arrange the next step for you which may include taking photos of the item/ items to prove they are in good condition.
  • Once we confirm your return claim, you’ll have an additional 14 days to get your bedding back to us. We’ll cover the cost of delivery so that’s one less thing for you to worry about.
  • We’ll issue a refund if the goods are still in good condition and comply with our refund policy. If the items have been damaged, we may reduce your refund.

For exchanges:

  • We all change our minds from time to time. If you’d like to swap your bedding with another item, we can process this and we’ll charge £30 for the exchange delivery fee. As with our refunds, simply [email protected] to get the ball rolling.
  • Any difference in price between your original order and new one will be refunded if it’s cheaper. Or if it’s more expensive, we’ll need to take payment.

We accept returns or exchanges on the following eve furniture items:

  • Bed frames
  • Bedroom furniture: Bedside table, Drawer, Bench

We recommend returning your furniture packed well in a secure box to avoid it being damaged in transit. If the product arrives damaged, this may affect your return.

How to return your eve furniture

For refunds:

  • You’ll have up to 14 days from the day you receive your goods to claim your return via email to [email protected] We’ll then arrange the next step for you which may include taking photos of the item/ items to prove they are in good condition.
  • Once we confirm your return claim, we’ll arrange a collection at a time that suits you, free of charge.
  • We’ll issue a refund if the goods are still in good condition and comply with our refund policy. If the items have been damaged, we may reduce your refund.

For exchanges:

  • We all change our minds from time to time. If you’d like to swap your furniture with another item, we can process this and we’ll charge £60 for the exchange delivery fee. As with our refunds, simply [email protected] to get the ball rolling.
  • Any difference in price between your original order and new one will be refunded if it’s cheaper. Or if it’s more expensive, we’ll need to take payment.

If you’re not happy with a product during its trial period, all you have to do is let us know and we’ll arrange collection at a time that suits you, free of charge. 

As soon as we receive your product, we’ll process your refund. We’ve popped a little reminder of the trial periods for each product below. 

Mattresses: 100 nights (collection at home)

Cot Mattress: 30 nights (collection at home)

Topper: 30 nights (collection at home)

Pillows: 14 nights (drop-off)

All other products have a 14 day refund period, provided there is no evidence of use. Note, that all products needs to be repacked in the original package in order to be processed.

Email your return request to [email protected] and we’ll arrange the next step for you.

Your refund will be processed on the payment method that you used to place your order. You should see the money in your bank account within five working days(visa & mastercard) or ten working days(AmericanExpress) from the notification of the return of your item.

This can take a bit longer if you used a credit card, and you should see the money in your account within ten working days.

Paypal can take up to two working days.

If you made your payment through our financing option, the money is usually refunded within fourteen working days. However, it may take a bit longer.

If you paid for a specific delivery (time slot,2-man or old mattress recycling) this additional delivery cost will not be refunded. 

If there is a fault with your mattress and you need to replace it, just phone or email our customer service team who will arrange a replacement. They’ll even make sure it arrives before your faulty mattress is collected, so you’re not left mattress-less.

If you’ve used one of our discount codes or product offers, like our £100 off additional items or two free pillows offer, you’re still entitled to the product trial periods. For more information, just head here.

 If you don’t return the free products within their return policy, their price (at the time of your purchase) will be deducted from your refund. The free products won’t be eligible for a return in exchange for a refund or any other form of compensation.

If you have any other questions, please check our FAQs, contact us via email at [email protected] or give us a call on 0208 036 5535.