FAQs
What’s the difference between your divan and ottoman bases?
Divans are simple, durable bases built as wooden boxes and then upholstered with lots of lush fabric. Usually they have some under-bed drawers for snugging your things away, but some come without storage. Our divans have drawers organised in lots of different ways.
Ottomans are another type of storage base similar to a divan base. They are built as wooden boxes in the same way, but you access roomy, oak-lined storage inside by lifting up the platform and mattress with the help of gas pistons. There are lots of different options for opening the platform (eg half end lift, side lift etc) and also different storage options combining the platform lift with different sized drawers.
How are your bed frames made?
Our bed frames (or bedsteads) are different from divan and ottoman bases. These are made as frames, made up of the head end, foot end and side rails which are all fitted together. These have a more delicate look than platform bases, and the mattress nestles snugly on slats rather than sitting on top of the platform (as with a divan).
Our upholstered bed frames are sold complete with a headboard, and some with a footboard. All you need to do is choose the fabric.
We offer these bed frames in two options: either without storage or as ottomans with lift-up.
Find out more about different kinds of beds in our bed buying guide.
My new ottoman is hard to close – why?
Sometimes new pistons can be a little stiff. If you put your mattress on top before you open it, this should help. Get in touch if you have any problems.
Should I choose a floor-mounted headboard or a mounted headboard?
Floor-standing headboards are a strong look, so it’s important to make sure your room is big enough to carry it off. You’ll need enough actual space to move around freely.
For a more subtle feel, a mounted headboard is a more light-weight option. It fixes directly to the bed base and doesn’t stand on the floor. The height can be adjusted.
They are both easy to fit – just bolt on through headboard slots into the divan base.
Find out more about choosing headboards in our bed buying guide.
Will your headboards fit onto the divan base or ottoman base that I’ve already got?
Our headboards are designed to fit on all standard-sized UK divan or ottoman bases. Check your dimensions first, and if you have any questions get in touch with us.
I want to keep my old headboard. Will it fit onto your divan or ottoman bases?
Our bases come in standard UK sizes, so it’s likely your headboard will fit. Make sure you check the dimensions first – contact us if you aren’t sure.
What type of mattress should I go for?
We have a range of different types of mattress to suit your needs, including pocket spring, open coil, and hybrid pocket springs combined with memory or reflex foam.
Have a look at our mattress buying guide to help you choose.
What kinds of fabric do you sell?
We have over 50 different fabrics with a huge range of finishes and colours. Check out the different options here.
Can I get a sample of fabric before I order?
Yes - it’s always good to touch and feel your fabric and check the colour before you buy. You can order up to 6 free fabric swatches.
Will my final product be an exact match to the fabric sample I received before I made the purchase?
Your upholstery will look very similar to the sample your received, although there can sometimes be slight variations in different batches of fabrics.
Do you have a showroom?
We don’t have a showroom at the moment – we sell all of our products through our website. We’re planning to open showrooms all around the country over the next few years, so watch this space!
If you have any questions about our products, we’d love to help so please give us a call on 0121 505 9924.
How do I pay, and how secure is it?
Just add your products to your shopping bag on this website. When you’re ready just proceed to payment, enter your details and check out.
We take your financial security very seriously. Our payment system is protected by SSL certification. Whether you’re paying by credit card or PayPal, advanced encryption will keep your details safe.
Is my purchase protected?
We offer at least a 1 year guarantee on all our products. For some of our premium mattresses, our warranty is even longer. Contact our customer service team to find out more about our guarantee.
How long does delivery take?
We do our absolute best to deliver within 14 days. If you live somewhere remote or difficult to reach, it might take us a bit longer, but we’ll always let you know when you make your order.
Will you give me an exact delivery time?
We’ll give you a four-hour time slot, usually between 7am and 7pm, Monday to Friday. If it’s outside these times, we will let you know.
Can you deliver to the room of my choice?
We always have two people to deliver your items, and they’ll try to bring your items to your preferred room.
Where do we deliver?
We deliver to mainland England, Scotland and Wales. Delivery to remote areas may take a little longer. We don’t yet deliver to Northern Ireland, the Isle of Man or the Channel Islands.
If you want your items sent further afield, we can deliver to an international shipping depot for onward transport.
Alternatively you can arrange collection from our workshop. For more info, get in touch.
How does Covid-19 affect deliveries?
Our delivery folk comply with the government’s Covid-19 delivery guidelines to keep everyone safe. This means that they follow hand hygiene procedures, they will wear masks in your home, they will keep 2 metres away from any household members and try to avoid exchanging physical documentation where possible.
Because of Covid-19, our normal delivery services can sometimes change. We’ll let you know as soon as possible if this happens.
How do I make sure items will fit?
Make sure that you’ve measured up your space before you make a purchase so you know it will fit once it’s assembled. Check the exact dimensions of the bed you’re buying – you’ll find them on the product page. Sometimes it helps to use masking tape on the floor to mark out where your bed will go – that way you can tell how much space you’ll have.
Please measure door frames and stairwells before you make an order to make sure large mattresses and bulky items can be brought through the house. We can’t be responsible for any items that won’t fit. Don’t get rid of your old bed or mattress until you’ve received your new one.
If you need any help, get in touch.
What happens if access to my property is difficult?
If you think our delivery vehicle might have difficulty getting to your house, please let us know when we contact you to arrange delivery – we’ll work with you to find a solution.
You may want to cover your floors before we deliver to your house. It’s a good idea to remove any ornaments or pictures that might get knocked too.
Can I change my delivery?
You can change your delivery slot if you need to – just let our customer service team know at least 24 hours before the scheduled delivery. If you need to change your delivery less than 24 hours before your booked slot, there will be a £75 charge.
What happens when you can’t deliver?
• You will need to be home for us to deliver the items. If you aren’t in when we deliver there will be a £75 re-delivery charge.
• If it’s not safe to deliver to the agreed delivery point, or doing so might damage the item or your property, we will leave your items at the nearest safe place.
• If we can’t safely deliver to your home at all because of access limitations, there may be a fee of up to 50% for each item purchased.
• If we can’t deliver because of other circumstance that are beyond our control, like road closures or vehicle breakdown, we’ll get in touch with you to rearrange the delivery.
How will my item arrive?
Our divan bases and ottoman bases are delivered in two pieces for easy delivery (singles are delivered in one piece). Bed frames are flat packed. Depending on their size, headboards come in a range of pieces to make sure they are easy to deliver to the room of your choice.
Do I have to assemble my product?
We aren’t currently able to offer assembly, but all of our products are easy to put together using a screwdriver and/or spanner.
Order amendments, refunds and returns
Can I change my order?
You can make any changes within 48 hours of placing your order.
Can I cancel my order?
You can cancel your order up to 24 hours before your delivery slot, and you’ll be given a complete refund within 14 days.
How do I make a return after delivery?
You can return your bed, mattress or headboard within 14 days after delivery, as long as the item is unused, in its original condition and in its original packaging. A £75 collection fee applies to refunds. This will be deducted from the refund amount.
Can I exchange my mattress?
Sometimes it takes a bit of time getting used to a new mattress – the lovely squishy fillings will need a chance to settle too. But if your mattress isn’t as comfortable as you’d like after 40 nights, we’ll exchange it for a new one, as long as you’ve used a mattress protector.
Find out more about our 40 Night Comfort Guarantee.
Find out more about choosing a mattress
What do I do if a product is faulty?
Usually our products will arrive in tip-top condition. If it’s less than perfect, get in touch with us straight away and we’ll get it sorted.
How do I contact you?
Contact us about your order, delivery, returns and refunds on Hello@offtobed.co.uk or call 0121 505 9924 between 9.30am-5pm, Monday to Saturday.