Can I Exchange an Item That Is Not as Described?

If the item you received is not as described, you may be able to request an exchange. This guide explains what “not as described” may mean, what to check first, and how to submit your exchange request.

What does “not as described” mean?

An item may be considered not as described if it does not match the order information, product details or key specifications shown when you made your purchase.

This could include differences in:

• the product itself

• the size

• the colour

• the specification

• important features or details you expected to receive

If the item delivered does not match what you ordered, it is best to let us know as soon as possible.

What should I do first?

Start by comparing the item you received with your order confirmation and the product details from when you placed the order.

It can help to check:

• the product name

• the size

• the colour

• the finish or specification

• any key features that influenced your purchase

This will help you explain the issue clearly when you submit your request.

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 received

• a clear explanation of how it differs from what you ordered

• details of the item you were expecting

• any relevant photos showing the issue

Providing as much detail as possible will help us assess your request and guide you on the next steps.

Can I request an exchange?

Yes, if your item is not as described, you can use our Return and Exchange Form to request an exchange.

When submitting your request, it is important to explain clearly what is different about the item you received so we can review the issue properly.

How do I request an exchange?

If you would like to request an exchange because your item is not as described, 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 If I’ve Changed My Mind?

• How Does a Mattress Trial Exchange Work?

Need help with an exchange?

Use our Return and Exchange Form if the item you received is not as described and you would like to request an exchange.