Shipping policy

Last updated: 12 January 2026

At Snoozopia Ltd (“Snoozopia”, “we”, “us”, “our”), we aim to make delivery of your new mattress and bedroom products as smooth and stress-free as possible, while also being clear and transparent about how our delivery process works, what you can expect from us, and what we reasonably expect from you to help ensure a successful delivery.

This Shipping & Delivery Policy applies to all orders placed through our website www.snoozopia.co.uk (and any associated domains) and should be read alongside our Terms & Conditions, Returns & Refunds Policy, and Privacy Policy. Nothing in this Policy affects your statutory rights under UK law.

 

1. Delivery Areas

We currently deliver to most mainland UK addresses. Certain remote areas, offshore locations, or postcodes may be excluded from our standard delivery service or may be subject to extended delivery times or additional charges. If we are unable to deliver to your address for any reason, we will contact you as soon as reasonably possible after you place your order to discuss options or arrange a cancellation and refund where appropriate.

 

2. Estimated Delivery Times

All delivery timeframes are estimates and are provided for guidance only; they are not guaranteed delivery dates. Factors such as stock availability, manufacturing times, route planning, access issues, and external events (such as traffic, weather, or operational delays) can affect the actual delivery date.

Our current estimated delivery times for most standard orders are as follows:

  • Order Processing Time: Orders are generally processed within 24 hours of being placed, once payment has been confirmed. In the majority of cases this means your order will be processed on the next working day (Monday to Friday) following the date of purchase
  • Order Processing Schedule: Orders placed on a standard weekday are normally processed the following working day, while orders placed over a weekend or on a public/bank holiday are usually processed on the next working Monday (or next working day). We always aim to process orders within these timeframes; however, on rare occasions factors outside of our control may cause a delay, although this is unlikely.
  • Transit Time: once your order has been dispatched to our specialist delivery partner, the typical transit time is approximately 3–8 working days.

  • Total Estimated Delivery Lead Time: approximately 3–9 working days from the date your order is processed, although in some circumstances delivery may be slightly quicker or may take longer, for example during peak periods, promotional events, or in the event of unforeseen operational delays.

We will always do our best to meet these timeframes; however, we cannot accept liability for delays outside our reasonable control, and we strongly recommend that you do not dispose of your existing bed or mattress until your new items have been delivered and inspected to your satisfaction.

 

3. Dispatch & Delivery Process

To give you a clear idea of what happens after you place your order, the general process is as follows:

  1. Order Review & Processing

    Your order is received by our system and then processed by our admin team, who check the details of your order, payment confirmation, and delivery address, and then allocate your items for picking or production.

  2. Picking from Stock or Manufacturing

    Where items are in stock, they are picked from our warehouse ready for dispatch. Where items are made to order or require specific assembly or manufacturing, they are produced to the required specification within our standard lead times.

  3. Handover to Specialist Logistics Partner

    Once your order is ready, the Goods are carefully prepared, packaged and transferred to our specialist furniture logistics partner rather than mainstream parcel couriers, so that we can provide a more controlled and furniture-appropriate delivery service.

  4. Contact to Arrange Delivery Date

    Our delivery partner will contact you, usually by phone, SMS or email, to arrange or confirm an appropriate delivery date and, where possible, to give you an estimated time window for the day of delivery.

  5. Delivery by 2-Man Team to Room of Choice

    On the agreed date, a trained 2-man delivery team will attend your property and, subject to safe and reasonable access being available, will take the Goods to your room of choice within the property.

Deliveries are normally carried out Monday to Sunday, although availability on Sundays and public/bank holidays may be limited and may vary by region and season.

 

4. How We Deliver

We do not rely on generic national parcel couriers for the majority of our deliveries. Instead, we use a specialist furniture delivery service, including our sister company, to ensure that larger and heavier items such as divan bases, bed frames and mattresses are handled with care and delivered appropriately.

Key features of our delivery service include:

  • Trained 2-man delivery teams who are experienced in handling bulky and heavy furniture items.

  • Delivery to your room of choice, subject always to safe and reasonable access (see Section 5).

  • Service available 7 days a week, excluding certain bank and public holidays and occasional days where services are reduced.

  • This enhanced delivery service is included as part of our standard delivery offering for eligible postcodes, and where free delivery is advertised, it will normally include this 2-man room-of-choice service, unless otherwise stated.

 

5. Access Requirements and Delivery to Room of Choice

While we aim to deliver your Goods to the room of your choice, this is dependent on the property having safe, clear and reasonable access for the delivery team and the Goods.

As the customer, you are responsible for:

  • Ensuring that the route from the entrance to the chosen room is clear of obstacles, including furniture, ornaments, breakables, and trip hazards.

  • Confirming that the Goods will fit through doorways, hallways, staircases, lifts and around corners. We strongly recommend checking measurements of both products and access routes before ordering.

  • Notifying us in advance of any unusual access issues, such as very narrow staircases, low ceilings, tight turns, restricted parking, or the need for special equipment.

Our delivery teams will always take reasonable care when entering your property; however, we are not responsible for damage to property, fixtures, fittings or décor where the space is tight or access is restricted and you have requested the Goods to be taken into the property or to a particular room, unless such damage is caused by clear negligence on the part of the delivery team. We may refuse to deliver to a specific room or area if the delivery team reasonably believes this would be unsafe or likely to cause significant damage.

 

6. Apartment / Flat Deliveries

For apartments and flats, our service is generally as follows:

  • Deliveries are made up to the 3rd floor where there is no lift and safe manual handling is possible.

  • Where there is a working lift or automatic access system, deliveries may be made to higher floors, subject to safe and reasonable access and any building rules or restrictions.

  • If there are particular access restrictions (for example, very narrow stairwells or restricted lift access), you must inform us in advance so we can assess feasibility.

If delivery is not possible due to access issues which you did not notify us about, this may be considered a failed delivery and could result in re-delivery charges (see Section 10).

 

7. Additional Services

In some areas and for certain products, we may offer additional services which can be requested at an extra charge:

7.1 Packaging Removal and Product Disposal

  • We can arrange for the delivery team to remove packaging from your mattress and take away your old product for disposal or donation to charity (if in a suitable condition after cleaning and assessment), subject to local regulations and availability.

  • The typical charge for packaging removal and old product disposal is £60 per bed set (Price Per x1 item).

  • If you require removal of more than 1 item, please contact us in advance for a tailored quotation.

  • If you are interested in a specialised service or arrangement, please contact us before or after placing your order so we can confirm availability and cost, and arrange this with our delivery partner.

Additional services must usually be arranged in advance, and cannot always be added on the day of delivery.

 

8. When Accepting Your Delivery

We strongly recommend that you or a responsible adult (18 or over) is present at the property to inspect and accept the delivery. On the day:

  • Please inspect the Goods carefully before signing the delivery note or handheld device.

  • If the packaging or product appears to be severely damaged, you should refuse delivery of the affected item and clearly note “Damaged” on the delivery documentation, then contact us as soon as possible.

  • If the Goods have minor damage and you choose to accept delivery, please make sure the delivery note states “Damaged Received” and describe the issue briefly; this helps us investigate and arrange any suitable remedy or compensation.

Signing for the Goods as “received in good condition” without noting visible damage may make it more difficult for us to support certain claims relating to damage in transit, so please check carefully whenever possible.

 

9. Issues After Delivery

9.1 Damage in Transit (after delivery)

If you notice damage to your items after the delivery team has left, which you believe occurred during transit or delivery:

  • You should report this to us as soon as possible, ideally within 24 hours of delivery, with photos or videos where possible.

  • Contact us by email at:

    Email: support@snoozopia.co.uk

We will review your report, may request further evidence, and will work with you to determine the appropriate remedy in line with our Returns & Refunds Policy and your statutory rights (for example, repair, replacement or refund, depending on the circumstances).

9.2 Missing or Incorrect Items

If any items are missing, or if you have received the wrong item, please notify us as soon as reasonably possible, ideally within 24 hours of delivery, by email:

 support@snoozopia.co.uk

We will investigate the issue, check the delivery records, and arrange for any missing or incorrect items to be rectified, replaced or otherwise resolved as quickly as possible.

 

10. Failed Deliveries, Re-Delivery and Safe Places

10.1 Failed deliveries

A delivery may be classed as failed if:

  • No one is at the property to receive the Goods within the arranged time window.

  • The delivery team is unable to gain access (for example, blocked entry, gate code not provided, no parking, or unsafe conditions).

  • The delivery cannot be completed safely due to access restrictions not previously disclosed (for example, items will not physically fit and the customer still insists on trying).

In case of a failed delivery, we may need to rearrange delivery, and a re-delivery charge may apply. The amount of this charge will reflect the actual cost of the attempted delivery and rebooking with our specialist logistics partner.

10.2 Safe place deliveries

Deliveries of large items usually require someone to be present; however, if you specifically request that Goods be left in a safe place or with a neighbour, and our delivery partner agrees this is possible, then:

  • The Goods will be left at your own risk, and

  • Snoozopia will not be liable for any subsequent loss, theft or damage once the items have been left where you instructed.

11. Fraud Prevention and Security

For security and fraud prevention reasons, we may:

  • Contact you to confirm your identity or verify details if the delivery address is significantly different from the billing address, or

  • Request additional information or documentation where there are indicators of potential fraud.

If we are unable to verify the legitimacy of an order, we reserve the right to cancel the order and issue a refund to the original payment method.

We do not store your full card details. Payments are processed securely through trusted third-party providers in accordance with our Privacy Policy.

 

12. Delays and Events Outside Our Control

While we and our logistics partners always aim to deliver within the estimated timeframes, there may be occasions where deliveries are delayed due to events outside our reasonable control, such as:

  • Severe weather or natural events

  • Traffic incidents or road closures

  • Vehicle breakdowns

  • Industrial action or staffing issues

  • System outages or technical issues

  • Public holidays or peak seasonal demand

Where such delays occur, we will take reasonable steps to keep you informed and to rearrange delivery where necessary. However, we cannot accept liability for any consequential or indirect losses (such as loss of earnings, missed time off work, or costs of third-party fitters) arising from delayed or rescheduled deliveries.

 

13. Changes to This Policy

We may update this Shipping & Delivery Policy from time to time to reflect changes in our operations, delivery partners, services or legal requirements. The updated version will be posted on our website with a revised “Last updated” date at the top.

We encourage you to review this Policy periodically so you understand how our delivery service works and what to expect.

 

14. Contact Us

If you have any questions about delivery, need to update delivery details, or wish to report an issue with your order, please contact our customer care team:

Tel: 01582 550017

Email: support@snoozopia.co.uk

Snoozopia Ltd (T/A Snoozopia)