Refund policy
How to Return an Item
If you decide not to keep an item, please return it to us by post or take it into Coyne Holdings Limited T/A Arthur Sleep at 15 Argall Avenue, London within 14 days of receiving it. Any returns outside this timeframe will be rejected.
Please note, the cost of the return postage is the responsibility of the customer; we do not currently offer free returns.
In our efforts to become paperless we have not included a returns form with your order, so please help us by kindly noting your order number within the package or on the outer carton. Please note that without this order number your refund may be subject to a delay.
Refunds can take up to 10 working days to be processed once they have arrived with us.
For returns from the UK and Internationally:
Coyne Holdings Limited T/A Arthur Sleep
15 Argall Avenue
London
E10 7QE
United Kingdom
Please email hello@arthursleep.com when arranging this.
For international returns, or if you are based in the EU and decide to return to the UK, please ensure parcels are marked as ‘Returned Goods’ in order to avoid customs charges and VAT when goods are returned. Please note that the customer is responsible for any customs charges or import VAT incurred when returning item. If goods are held by UK customs due to shipment errors it will not be possible for us to process a refund.
Return Terms and Conditions
You are responsible for your item until we receive it, so we recommend that you use a trusted recorded delivery service.
Please note we can only accept returns on bespoke products if they are faulty or were damaged upon arrival.
Please note that we cannot accept returns on shoes. All of our shoes are bespoke and handmade to order.
Please make sure the item you are returning is in perfect condition and in its original packaging, including the dustbag or presentation box.
If you would like to exchange an item in your order, please return your original item and place a new order online.
This policy does not affect your UK Statutory Rights.
For any store return and repair queries, please visit our retail terms and conditions page.
Repairs
We offer a complimentary repair service for 12 months after purchase, and up to 24 months after purchase for an agreed quote.
If you have an item that requires a repair, then please email hello@arthursleep.com including detailed images of the damaged area and a valid proof of purchase. Our repair team will then assess the item and advise you on how to proceed.
Please note that we do not cover any of the shipping costs incurred when sending your item to our repairs workshop.
Repairs can take 6 - 8 weeks, but we will try our best to get your products back to you as soon as possible.