Free two-man delivery & assembly with every order (UK mainland only, remote areas excluded).

Terms of service

We really want you to be happy with your made-to-order furniture.

If in the unlikely event this is not your experience, we will try and resolve your issue or facilitate your return as easily, stress-free & speedily as humanly possible.


This is our commitment to you.

 

Order Amendments

We’ll call you within 24 hours* of receiving your order. Our call will be to confirm delivery details, order details, confirm your fabric selection and to discuss access to your bedroom. We may at this point be able offer you a provisional delivery date which we will confirm at a later stage. Once details are confirmed your order will be immediately placed into production and planned for delivery.

You can cancel or change any aspect of your order free-of-charge until your order is confirmed and in production.

To make a change please contact our Customer Services Team on 01924 456 330.

 

Returns

Every order placed is important to us. We want our customers to feel fully supported throughout their entire experience with Sueno.

If you buy from Sueno, you are purchasing a piece of furniture unique to you. Every item that leaves our doors is made-to-order (i.e. made for you) and individual to your specifications. For these reasons, we don't accept returns of made-to-order items unless they are faulty or we have delivered the wrong product.

If you believe your ordered items are faulty or incorrect please call our Customer Services Team on 01924 456 330 within 7 days of delivery. We may ask for you to send us photos of any areas of damage or imperfection to offer you a suitable course of action.

In cases where a return is appropriate, we will arrange a collection that respects our current delivery schedule. You do not need to disassemble your product for our collection team. All we ask is that your unwanted item remains in the condition that it was received.

 

Order cancellations

Customers are able to cancel any order for a full refund if the order has not been placed into production. 

Once an order has been confirmed for delivery (with the customer), production will start. A customer can still cancel the order but there will be a 50% cancellation fee to cover the loss of committed raw materials, administration and processing time.

Once your order is delivered we don't accept returns of made-to-order items unless they are faulty or we have delivered the wrong product.

 


Refunds

If you are eligible for a refund, we will process this immediately or once your goods arrive back at the warehouse. All refunds are issued back to the original method of payment. It may take up to 7 working days to reflect on your account.

 


Failed deliveries

If you are not available in-person to accept on the delivery day and 4-hour slot we have agreed with you, we reserve the right to charge a fee of £75 for redelivery. All redeliveries will respect our rolling delivery schedule, van capacity & availability in your local area.

 

Access

It is your responsibility to ensure that the furniture you have ordered will fit into your home.

It is very important that you carefully measure where your furniture will be placed and consider the route our delivery team will take to get it there.

If you have any tight corners, narrow staircases and doorways or any other access-related concerns please contact our Customer Services Team on 01924 456 330.

 

Delivery Estimates

The delivery estimates quoted on this site are not guaranteed but can be used as reasonable expectations on when you should receive your order. We will do our utmost to meet our quoted timescales. Please note that delivery estimates differ according to the product range and delivery location.


Headboards, divan beds and mattresses

Orders are sent out for delivery directly after completion, with delivery usually in 3 to 4 weeks (UK mainland only‡).


Beds and bedsteads

Our handmade beds usually take between 4 to 6 weeks depending on the model and delivery postcode (UK mainland only‡).

‡ Please refer to product pages for product alternate delivery information and timings.


Delivery to remote areas

Delivery estimates are quoted for all standard mainland UK areas. Delivery to more remote areas of the UK may incur an additional delivery delay of 2 to 3 weeks dependent on our delivery schedule. We will discuss our estimated delivery turnaround when you order. 

 

Our Delivery Days

Deliveries are normally completed Monday to Sunday, 7am to 7pm. In all cases, the delivery date and time will be agreed upon with you beforehand.

 

Delivery Receipt

Your order will be scheduled for delivery once we have confirmed your order with you. You may, even at this early stage, be given a delivery date and 4-hour slot at order confirmation.

Nevertheless, you will be contacted by a member of our Sleep Team to discuss a delivery day and 4-hour slot that suits our delivery schedule, van capacity & availability in your local area and your availability to receive the order.

Our deliveries are fulfilled Monday to Friday, excluding Bank Holidays with the earliest delivery scheduled for 06:00.

Customers must be available at the delivery address to sign and acknowledge receipt and acceptance of the furniture.

 

Delivery Checks

We are sticklers for quality. Every piece of furniture sent out undergoes a rigorous quality assessment and is also re-checked against your order specifications.

Damage or inaccuracies are very rare but can happen, so we ask that you check your products over after our Sleep Team have unwrapped and assembled your handmade items. You will be asked to confirm and sign that you have taken receipt of products in excellent condition and according to your specification.

If you’re not 100% happy when you inspect them, let our delivery team know or contact us so that we can immediately rectify the issue for you. 

 

Dimensions

When you buy from Sueno, you buy products that have been handmade for you.

For this reason, dimensions may vary +/- 2-3cm for sizes stated.

On the occasion where space and fit are of paramount importance or concern please contact our Customer Services Team to satisfy themselves that the item is fit for purpose and available space.

We cannot be held responsible for inaccurate measurements.

 

Fabric Requests

All our upholstered products are available in your choice of over 50 quality fabrics.

Our fabrics vary in colour, feel, durability and composition. Fabrics will also appear different in person versus online where screen resolutions and technologies vary considerably.

For these reasons, and in the interests of a smooth experience with Sueno, we strongly recommend that Customers request fabrics prior to placing an order. This service is free of charge.

Fabrics will be sent out via Royal Mail 1st class post the same day the request is received.