BEFORE PLACING YOUR ORDER
Ensure items will fit into your property. You must check the measurements of doorways, corridors and stairways and ensure all floors can be suitably covered and any obstructions are removed to allow courier access. Our crews are not permitted to move any of your personal items unless they are fully indemnified by you via a signed disclaimer.
If the delivery crew are not able to complete the delivery of a mattress and have to return with it because of access issues, the customer will be charged a failed delivery fee of £75.
WHAT HAPPENS AFTER I HAVE PLACED MY ORDER?
- Once you have purchased, you will receive a confirmation email from hello@snoozelgreen.com.
- Our courier will then email you 2-3 days ahead of the suggested delivery day, letting you know the day they plan to deliver (between 7am-6pm) giving the customer the option to accept or request a new date.
- The day before the agreed delivery day the courier will confirm a 4 hour time slot, for the following day.
- On the delivery day the courier will contact you roughly an hour before they are due to arrive.
Unfortunately we cannot offer guaranteed delivery dates / time slots but always do our best to meet any date preferences.
WHAT IF I NEED TO RESCHEDULE MY DELIVERY?
If you’re not able to make your selected delivery date, contact Snoozel green (hello@snoozelgreen.com) or the courier directly (contact details in their email confirmation) as soon as possible and select another date. You must give the courier a minimum of 24 hours notice if you wish to change delivery date. Failure to do so and a wasted courier journey will incur a redelivery charge of £75.
WHAT HAPPENS IF SNOOZEL GREEN NEED TO RESCHEDULE DELIVERY?
If the driver cannot get to your area or cannot arrange the delivery on the time and date promised, it will be rescheduled for free. This also covers any times where the courier runs out of their accrued driving time, or is encountered with an event that prevents them from delivering your goods on the scheduled date.
In the event that a delivery cannot be made on the scheduled day (either due to the fault of the couriers or an event outside Snoozel green’s control), the courier will do their best to keep you up-to-date and advise whether or not they are able to deliver the goods on the day. In case they cannot, we will reschedule your delivery for the next available day by default, unless advised otherwise by yourself.
We will not be liable to cover any additional costs resulting from the delivery failure or be liable to pay compensation for the inconvenience. We will however do our best to reschedule for a day which is convenient for you.
DELIVERY DAY
➖ On the day of your delivery you will be contacted by the delivery team when they are 30-60 minutes away from you.
➖ The delivery crew will walk the route to the room of choice, and discuss any issues with the customer to avoid any potential damage. If the route is challenging, there may be a need for a disclaimer to be signed by the customer. If disclaimer not signed delivery maybe aborted.
➖ You will sign for the delivery, which is legal proof of receipt of the goods so if you think that the delivery is incomplete, you need to make the drivers aware at the point of delivery and make notes on the delivery. Failure to do so and signing the documents for all the items will complete our contract with you, providing all the items on the order have been signed for.
➖ For the above reasons, the recipient has to be over the age of 18. In special circumstances where the only possible option for delivery is to be received by a minor, we require prior notice in writing from the person ordering the goods, or we might refuse to deliver and charge redelivery costs.
WHAT HAPPENS IF THE COURIER CAUSES DAMAGE IN MY HOME?
➖ While delivering/collecting from your property, the drivers will operate with as much caution and attention as possible to carry out their job in a safe and efficient manner.
➖ If the drivers damage your property or home, it needs to be immediately reported to the couriers. However, if the damage is noticed after delivery has occurred, please contact either Snoozel green (hello@snoozelgreen.com) or the courier directly within 24 hours with pictures and evidence, and the claim will be processed.
➖ Snoozel green accept no liability for the conduct of the couriers used to complete the job.
RETURNING YOUR MATTRESS AND/ OR TOPPER
If you find yourself not getting on with the snoozel green mattress or topper we would firstly recommend reading through our mattress set up and sleep guides. Please note, you must have had the mattress or topper for a minimum of 30 nights before it is eligible for return to ensure it has had a fair trial.
We understand that everybody is different, and if you would like to return the mattress or topper after the 30 nights we will collect it free of charge within the 101 trial night period. Just drop us an email to arrange a suitable time hello@snoozelgreen.com
Please note that Rejuvenated mattresses and toppers have a reduced free trial period of 30 nights.
To make sure we can take away the items as safely and quickly as possible, we will ask you to wrap them in bags that we will send out to you in advance.
We will send you a bags for all items being collected.
If you do not receive your bags within 48 hours of your scheduled delivery date, please get in touch with us.
The items to be collected must be wrapped, sealed and placed in the entrance hallway of your property ready before the delivery team arrives.
How to prepare for a mattress collection?
Please wrap the mattress to be collected in one of the bags provided. Then close the bag and seal with sticky tape. On day of collection have the items easily accessible in the entrance hallway of your property ready before the delivery team arrives.
RETURNING YOUR PILLOW OR MATTRESS PROTECTOR
Snoozel Green are happy to offer a 30 night trial on all accessory items which includes pillows and mattress protectors. This means you have 30 nights to return these items should you decide that they are not for you. However we do ask that they are packaged in their original packaging.
Please note that the return requests must be submitted via email within 30 days of the original delivery date.
You can find more details on the Returns policy in section 7 of the Terms and Conditions
