Can I Exchange an Item If I’ve Changed My Mind?

If you have changed your mind after receiving your order, you may be able to request an exchange for an eligible item. This guide explains when a change-of-mind exchange may be possible, what condition the item should be in, and how to request an exchange.

Can I exchange an item if I’ve changed my mind?

In some cases, yes. If you have changed your mind, you can contact us to request an exchange for an eligible item.

Whether an exchange can be arranged will depend on the item, its condition, and whether it meets our exchange requirements.

What condition does the item need to be in?

To be considered for a change-of-mind exchange, the item should be:

• unused

• unassembled

• in a suitable condition for exchange

For hygiene reasons, some products may not be eligible once opened or used. This is especially important for mattresses and other hygiene-sensitive items.

If you are checking a mattress after delivery, it is important to keep it in its protective packaging. Removing the packaging or using the mattress may affect whether it can be exchanged.

Are all items eligible for exchange?

Not always. Some items may not be eligible for a change-of-mind exchange, including:

• made-to-order items

• customised products

• used items

• hygiene-sensitive products that have been opened or slept on, unless there is a fault or a specific exchange policy applies

If you are unsure whether your item is eligible, the best next step is to submit an exchange request with your order details.

What information should I include?

To help us review your request as quickly as possible, include:

• your full name

• your order number

• the item you would like to exchange

• the reason for the exchange

• details of the item you would like instead, if known

Providing clear details will help us assess your request and explain the next steps.

How do I request an exchange?

If you would like to request an exchange because you have changed your mind, please use our Return and Exchange Form.

This is the best way to make sure your request reaches the right team and can be reviewed as quickly as possible.

Looking for a different type of return or exchange help?

You may also find these guides helpful:

• Returns, Exchanges and Order Cancellation Help

• Can I Return an Online Order If I’ve Changed My Mind?

• Can I Return an Item That Is Not as Described?

• Can I Exchange an Item That Is Not as Described?

• How Does a Mattress Trial Exchange Work?

Need help with an exchange?

Use our Return and Exchange Form if you would like to request an exchange after changing your mind.