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

If you bought your item online and have changed your mind, you may be able to return it within 14 days of receiving it. This guide explains when a return may be possible, what condition the item should be in, and how to request a return.

Can I return an online order if I’ve changed my mind?

Yes, if you placed your order online and have changed your mind, you can request a return for eligible items within 14 days of receiving them.

This applies to standard online orders, but the item must still meet our return conditions.

What condition does the item need to be in?

To be eligible for a change-of-mind return, the item should be:

• unused

• unassembled

• in a suitable condition for return

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 returned.

Are all items eligible for return?

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

• made-to-order items

• customised products

• used items

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

If you are unsure whether your item is eligible, the best next step is to submit a return 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 return

• the date you received it

• the reason for the return

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

How do I request a return?

If you would like to request a return 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 Item That Is Not as Described?

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

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

• Can I Cancel My Order?

Need help with a return?

Use our Return and Exchange Form if you would like to request a return for an eligible online order after changing your mind.