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Lowest Prices Guaranteed
On All our Beds
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5 year guarantee on all your beds* |
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Huge Saving when you Shop at Moonlightbeds.com |
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Welcome to our customer service information centre
The information throughout this section has been compiled to help you answer queries and give assurance while shopping on our website. We provide comprehensive detailed information and FAQs on your selected subject.
Help us improve your Moonlight Beds shopping experience
We are constantly striving to improve and maintain our site to provide users with a smooth and enjoyable shopping experience. If you happen to come across any bugs, technical problems or have any comments regarding our site please email us at moonlightbeds@gmail.com with full details of the problems encountered.
Please note - this email is for feedback only. While we will read every comment that is sent in, we may not reply to all comments received. If you require an urgent reply with regard to any query you may have please go to our Contact Us section for telephone numbers and email details.
EASY ORDERING
You can easily order direct from our secure website by selecting ‘add’ next to the products you wish to purchase. This places the required items directly into your Shopping Basket. Your Shopping Basket can be accessed at any time, where you can remove or change the quantities of any of the products.
When you are satisfied with your selection, proceed to Checkout where you will be guided through a few simple steps to enter your personal information, credit card details and finally submit your order via paypal
Alternatively you can call us on 0700 345 0779 to place your order, or e-mail us and we will call you back to take your order over the telephone.
Q. How will I know if my online order has been received?
Once you have submitted your order, we will send you an order acknowledgement email detailing the products you have ordered. This email confirms that we have received your online order. Please take time to carefully check;
A. Your name, delivery address, telephone numbers and postcode are correct.
B. The products are correct, (including, colours, quantities required etc.)
C.The financial details total correctly
If you do not receive an acknowledgement or if you find any errors, phone our sales office immediately on 0700 345 0779 (24hours).
5 YEAR GUARANTEE
All of our Bed and Mattresses are covered under the manufacturers 5 year guarantee.
In the unlikely event that a problem should arise due to either faulty material or poor workmanship, during the first year we would arrange to replace any part or the entire product that is defective, completely free of charge.
During the second year, replacements will be free of charge, but you will be asked for a contribution towards the transport costs.
In subsequent years, there would be a charge levied for the replacement of the faulty item. The charges are based on a sliding scale, the older the item is, the more you would need to contribute towards the replacement, which would be calculated as follows;
2 - 3 years [40% of the current retail price]
3 - 4 years [60% of the current retail price]
4 - 5 years [80% of the current retail price]
In order to validate this guarantee, you would need to comply with the Warranty Conditions.
Under the law, the Contract of Sale exists between us the retailer and you the consumer. Consequently, if you have cause to complain, please contact us on 0700 345 0779, quote your order reference number and outline the nature of your complaint. We would then liaise with the Supplier on your behalf.
Warranty Conditions;
The mattress must be turned regularly, as per the Care Instructions, thereby minimising the settlement of the cushioning layers. The exception is a 'No Turn' mattress, which will be clearly specified on the label.
We are unable to accept items that are either soiled or un-hygienic. Therefore, please ensure that you use a mattress protector/cover from the first day of use. Purchase a mattress protector today.
The guarantee is void if a fault results from misuse of the product. Examples of misuse would include;
* Use without bed linen
* Subjecting the product to excessive wear and tear, e.g. jumping up and down on the bed.
* Using the mattress with a base for which it was not designed (e.g. an old sprung base)
* Rolling or bending the mattress.
* Overloading the drawers in the divan and causing distortion of the base
Wherever possible, any replacement will be made of identical material. However, if no longer available, Manufacturers reserve the right to substitute appropriately with a similar material or one of higher quality.
Exceptions
Products not covered by the 5 year guarantee such as bed frames, bunk frames, Bedding products (Duvets, Pillows & Mattress Covers) and Headboards, are covered under a 12 month guarantee against faulty materials or workmanship.
PAYMENT METHODS
We accept all major credit and debit cards including VISA, Delta, Mastercard, Switch (Maestro), Solo and American Express (Amex).
Q. Is it safe to give my credit card details online?
Our online store uses paypal for the transfer of all personal and credit card details. The current opinion is that on-line credit card use is actually no more risky for consumers than traditional off-line transactions. You should feel as safe as you would using a credit card in a store or restaurant, if not more so. We use Paypal payment gateway facility to authorise your transactions
In the very unlikely event of unauthorised use of your credit or debit card, most banks and card issuers would either cover all the charges that result from unauthorised use of your credit or limit your liability to just £50.
If you still prefer not to send your credit or debit card number over the Internet you can call us on 0700 345 0779 to place your order, or e-mail us and we will call you back to take your order over the telephone. Please include your name and a contact telephone number in the email.
We also accept cheques and money orders. When you checkout you will see the option to pay by check or money order. Once the cheque has cleared we will ship out the goods.
Q. Do your prices include V.A.T.? Yes all prices throughtout our site include V.A.T. and there are no hidden charges, the price you see is the price you pay.
PRODUCT CARE
All of our products are made from the finest materials to exacting standards of workmanship. However like most new products, useful life span depends on the amount of tender loving care the bed receives throughout its life. Listed below are a few pointers to ensure that you enjoy many years of good nights.
Do not bend or roll your new mattress;
Bending or rolling your new mattress will permanently damage the spring unit and also will invalidate your guarantee.
Let your new mattress breathe;
We suggest after the removal of the packaging, you leave your new bed uncovered for a couple of hours to allow any condensation to escape.
WARNING: Please ensure that all polythene packaging is placed well out of reach of small children.
Turn your mattress regularly;
Unless you have bought an easycare mattress, which has been specifically designed not be turned, it is important that you turn your mattress at least once a week for the first couple of months, and then monthly thereafter. This will prolong the life-span of your mattress and minimise impression marks.
When turning your mattress please do not allow it to bang or fall against the side of the divan or base, as this can cause permanent damage to the spring unit.
It is recommended that you seek assistance in the turning procedure.
Getting used to your new bed;
Occasionally your first nights sleep on a new bed may seem a little strange. You need to allow time for your body to adjust and nestle into your new bed. The length of time this takes depends on your sensitivity and speed to which your body adjusts to change, it can be within nights or maybe a little longer. But rest assured, once you have adjusted you will experience many good years of comfortable sleep.
Impression marks are perfectly normal;
Due to modern day mattress fillings being more sumptuous than ever before, impression marks may be initially pronounced in the predominant sleeping areas.
Impression marks are quite normal and providing that the mattress is properly supported on a suitable base, will be minimised with regular turning.
Protect your mattress;
We recommend that you use a mattress cover that will protect your new mattress from stains and spills. This will not only help to keep your new mattress in perfect condition, but will also protect your guarantee. Because the guarantee can be invalidated if your mattress is badly stained or soiled.
A new mattress cover will also absorb your body moisture, which will prolong the life of your new bed or mattress. The fact is that we lose over a pint and a half of body moisture and dead skin every night while sleeping, most of it directly into our beds. Unfortunately most mattresses absorb this moisture, which plays a significant part in the break down and deterioration of internal fillings and springs.
Do not use detergents or chemical cleaners;
Using detergents or chemical cleaners on your mattress is likely to damage the fabric and stitching
RETURNS AND REFUNDS
Returns of incorrect, faulty or damaged items
If you find your new goods are either incorrect, faulty or damaged within 14 days of your delivery, please contact us immediately on 0700 345 0779 (Mon - Sat 09.00 - 17.00). We will offer you either the choice of:
- An exchange of faulty part or product; or
- Collection with full refund.
This does not affect your statutory rights.
Returns under the 7 Day Home Approval
If you are unhappy with your purchase for any other reason, or change your mind, and notify us within 7 days of delivery, we will offer you a choice of either exchange to another product or collection and refund of the goods. Although we reserve our right to recover the cost of collection, which would be deducted from the refund amount.
You need to ensure that all reasonable care is taken of the goods whilst in your possession, and where possible original wrappings must be retained and used for collection.
The supplier who will liaise with you to arrange a mutually convenient day for collection will complete the collection of cancelled goods. Once we have received confirmation that the goods have been collected and returned in good condition, we will issue the relevant refund.
In the few cases where products were not dispatched direct from the supplier you will need to arrange carriage/post at your expense for the return of the goods direct to Sleeping Solutions. Please ensure that these goods are wrapped well and in their original packaging. Goods will remain the responsibility of you the customer until we have received them. Once in our possession we will issue the necessary refund, subject to the condition of goods.
For further questions or queries please click here to send us email, or call 0700 345 0779
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