Customer Service

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At Browns for Beds we pride ourselves on offering friendly, local service. If for any reason you are not satisfied with the service you receive either in-store or on-line, please let us know in-store directly or contact us;

 

call: 01324 270039


email: customerservice@brownsforbeds.co.uk

 

Delivery.

As a small independent retailer we are focussed on the Falkirk and Stirling areas. As such we offer a delivery service for all products to addresses within a 30 mile radius of the store. We do however also offer a wide range of products online for nationwide delivery.


Online Orders:
For online orders of products available for purchase and delivery across Scotland, England and Wales, the delivery or shipping cost is noted against each product and confirmed during checkout. In addition, the availability information is also shown individually for each product, giving you a clear indication of the lead time to expect for delivery and completion of your order. Such orders are processed by the manufacturer directly and delivered to your specified delivery address.

In-Store Orders:
-FREE Local Delivery & Installation - On ALL orders over £500 inc VAT placed in-store for delivery within a 10 mile radius of the store. Includes delivery and installation of your new bed/mattress/furniture in your room of choice. Please allow 7-28 working days for delivery, most products are manufactured to order. All delivery charges and delivery details will be confirmed with you prior to purchase. (Excludes day beds & high sleepers/cabin beds - delivery only).

-Orders under £500 - £20 for Local Delivery & Installation (Excludes day beds & high sleepers/cabin beds - delivery only)
-Any order for delivery more than 10 miles from the store up to a maximum of 30 miles - £50

 

Returns.

Should you change your mind for a purchase made online or in-store, you have 14 days from the date of delivery to return your items, in their original, unopened condition, for a full refund. Refunds will be issued to the original method of payment where possible. Refunds cannot be made for bespoke/custom orders unless where a fault is found.


For purchases made in-store, please return your items to the store where possible. For beds, mattresses and furniture please email returns@brownsforbeds.co.uk or call 01324 270039.

For purchases made online, please email returns@brownsforbeds.co.uk.

Our full guidance on returns, including guidance on faulty products, can be found in our Terms & Conditions.
 
 

 Price Promise.

We believe our pricing to be competitive however should you find the same product (Make and Model) in stock in another local bricks and mortar retailer (30 mile radius from our store) within 7 days of purchase we will refund the difference. We do not price match web-only retailers like Amazon and online market places such as eBay.

 

Warranty Info.

Whilst manufacturing defects are rare, on occasion it may be necessary to rely on your product's warranty or guarantee to rectify an issue. At Browns for Beds all products come with a 12 month limited warranty unless stated otherwise, giving you peace of mind that should an issue arise it will be addressed for you.

In the unlikely event an issue should arise with a product purchased from us, please contact us directly to inform us of the issue. We will then assess the issue and provided it is confirmed as a manufacturing defect, we will arrange for a repair or replacement for you. Please see our Terms and Conditions for full details.

Each of our trusted brands offers different warranty periods as follows for their products;

Bedmaster - 1 year - All beds and mattresses

Birlea - 1 year - All beds, mattresses and furniture

Breasley - 10 years (mattress core) - All mattresses

Carter & Lewis - 5 years - All mattresses

Dura Beds - 1 year - All beds and mattresses

Healthbeds - 5 years - Mattresses, 1 year for bed bases and headboards

Highgate Beds - 1 year - All beds and Healthopaedic mattresses

Honey B - 1 year - All beds, mattresses and furniture

Kettle Interiors - 1 year - All furniture

Protect A Bed - 10 or 12 years, product specific

Smeaton Brothers - 5 years - Balmoral, Kensington, Pillow Top and Ultimate mattresses

Springcraft - 1 year - All beds, 10 years for ottoman units

Sweet Dreams - 1 year - All beds and mattresses

Visco Therapy - 5 years on all mattress toppers, 1 year on all pillows

All bedding products & pet beds - 1 year regardless of manufacturer

When ordering a bed, mattress or furniture, the length of warranty or guarantee period is stated on your order confirmation paperwork. Please keep this safe as proof of purchase/warranty.

 

FAQ's.

Do you offer finance?

Great news! We offer a simple 0% interest payment plan in partnership with snap! finance. hello 12 offers customers 12 weeks and 12 payments to clear their balance without interest charges. Can't pay the full amount within the 12 weeks? No problem, customers can then take up to a full 12 months to replay the balance in easily managed instalments (may include interest). Application is easy and quick, once accepted customers will have up to £2000* to spend in-store. *Subject to status.

When do you hold sale events?
 
Simple, we don't. If you've ever bought beds or furniture previously, you'll know that the majority of stores seem to be in sale constantly, everything always appears to show a discount. In fact, despite the 'SALE' promotions you're likely to be paying the going rate for such products with the 'discount' being no more than a marketing tool to gain your attention. At Browns for Beds we prefer a simple, honest approach to pricing. Simple, clear and representing excellent value, our pricing policy is designed to ensure you pay a fair price. The only instances of discounting you'll see in-store are our occasional 'Ex-Display Clearance' discounts, where we need to clear shop floor stock to make way for new models. Other than that, we will advertise offers from time to time where a package price is promoted showing a saving or a free accessory is offered. So, at Browns for Beds you can count on simple, clear pricing.

Why don't I recognise some of the brands you stock?

Whilst we appreciate you may have brands you recognise and trust, the brands we stock are mainly manufactured in the UK to the same high standards of quality, durability and finish as the big brand names. As they are smaller UK manufacturers, they simply don't have the same expensive marketing campaigns promoting their products, instead relying on retailers such as us to do so instead. Try our brands in-store for yourself and see if you can tell the difference.


Why don't you offer extended warranties?

We believe in the quality and durability of our products so much that we don't need to offer such additional coverage. And who wants to pay more for something you should get as standard anyway?

How can I track my order?

We endeavour to keep every customer informed of their order progress as regularly as possible and will notify you of any changes to an agreed delivery date as soon as we are aware of an issue. If you still wish to enquire you can do so by calling 01324 270039 quoting your receipt number or by sending an email to customerservice@brownsforbeds.co.uk.
In some cases, you will be issued with a tracking number or ID with which you can check your delivery status online.

Which methods of payments can I use?

We have partnered with Square to provide secure processing for the following types of debit and credit cards in-store;


- MasterCard
- Visa
- American Express
- Maestro
- V pay
- Visa Electron
- JCB
- Diners Club
- China Union Pay
- Discover

We also accept contactless payments as well as NFC mobile phone payments through Apple Pay, Samsung Pay and Google Pay. And of course, we accept cash.

snap! finance - flexible finance.

Online sales through our website are securely processed via Square for debit and credit cards and by PayPal for PayPal account payments.


Do you deal with Business Customers?

Absolutely, we have access to a range of CRIB5 and CRIB7 certified products. If you need a quotation for your business needs we will be more than happy to help. Please call us on 01324 270039.

What do I do if I have a problem with a product?

In the unlikely event you should encounter an issue the process is simple. Just call us on 01324 270039 and we will be more than happy to help. Or visit us in-store.


What is the 100 day great sleep guarantee?

When buying a mattress, divan base or bed frame and mattress protector together, you qualify for a 100 day great sleep guarantee. If you are not entirely satisfied with your purchase by the end of your first 100 days with it, we will exchange the mattress for another. Where a replacement is more expensive than the one returned you will pay the difference. Where the replacement chosen is cheaper the difference will not be refunded. Collection and delivery charges will be chargeable if not returning/collecting yourself. Your bed base and mattress protector cannot be exchanged under this guarantee, only the mattress. You cannot fully return and refund your purchase after 100 days under this guarantee. This guarantee is in addition to your statutory rights. You must notify us of your intention to claim against this guarantee between 85 and 100 days from purchase, requests received after 100 days cannot be honored.

What happens to the old beds, mattresses and furniture you collect from customers?

As a responsible retailer we comply fully with all applicable SEPA (Scottish Environmental Protection Agency) regulations regarding the transportation and disposal of waste alongside the requirements of the applicable local council. Where applicable, all collected products are taken to a local recycling centre where they are processed and either recycled or sent to landfill. As part of our responsibility towards the environment we continue to look into new ways of recycling old products and work with our suppliers to bring sustainable products to market.