FAQ

Delivery

How long will my delivery take?

Standard delivery takes 3 working days from when you place your order. Here is exactly how the timeline works: on Day 1, your order is received and manifested to our supplier the same day, provided you order before 11am on a working day. On Day 2, the carrier collects your order directly from the supplier and contacts you by phone or SMS to confirm your specific delivery slot — so you know exactly when to expect us, with no vague all-day windows. On Day 3, your order is delivered to your entrance hall by our specialist 2-man team, who will also carry items up to two flights of stairs where no lift is available. All deliveries are fully tracked.

How much does delivery cost?

Delivery is free on every order, with no minimum spend and no exceptions for mainland UK addresses. This is not a promotional offer — it is our standard pricing model. We are able to offer free delivery because of how our supply chain works: as a direct-to-consumer retailer, orders ship straight from our UK suppliers to your door. We do not hold stock in an intermediate warehouse, which would add cost and handling time. Our specialist 2-man delivery teams are trained to handle large furniture items including beds, mattresses, and flat-pack furniture, and operate across mainland UK. Remote areas including Scottish Highlands, Northern Ireland, the Channel Islands, Isle of Man, and Scottish Islands may incur additional charges or extended lead times — please contact us at online@onlineand.direct before ordering if you are in one of these areas. For all other mainland UK addresses, delivery is always free.

Will my furniture be brought inside?

Yes. Every order is delivered by our specialist 2-man direct home delivery (DHD) team. They will bring your order to your entrance hall as standard — inside the property, not left at the front door or kerbside. Our teams are trained in the safe handling of large, heavy furniture items including beds, bed bases, wardrobes, and sofas. For properties with stairs, our carriers will carry items up to a maximum of two flights of stairs where no lift is available. If you have more than two flights of stairs or specific access restrictions, please contact us before ordering so we can advise. Our carriers do not unpack items, assemble furniture, or remove packaging — please retain all packaging until you have inspected your order in case you need to make a returns or damage claim. Made-to-order products follow the same delivery process but have a 1–3 week lead time from manufacture confirmation.

What happens if I miss my delivery?

The carrier will have contacted you in advance — by phone or SMS — to agree a specific delivery slot. If you miss the agreed slot, the original delivery charge still applies (this is embedded in the product price). An additional re-delivery fee of 50% of the standard delivery charge will be applied for any subsequent delivery attempt. To avoid this, contact us at online@onlineand.direct as soon as possible if you know you will not be able to make your agreed slot — we can often rearrange with the carrier before the vehicle leaves the depot. Once a delivery attempt has been made, we cannot waive the re-delivery fee. We recommend providing a mobile number that will be available on delivery day so the carrier can reach you easily. If no one is present when the carrier arrives, the item will be returned and you will be contacted to rearrange.

Products

Are your bed frames suitable for commercial use?

Yes. Our dedicated Contract range is specifically designed and certified for commercial use in hotels, HMOs (houses in multiple occupation), student accommodation, care homes, and similar environments. All metal bed frames in our Contract range are independently tested and certified by FIRA (Furniture Industry Research Association) and SGS — two of the most respected testing and certification bodies in the UK furniture industry. These certifications validate structural integrity, weight loading, and durability under commercial-use conditions. For settings where fire safety standards apply — which includes virtually all commercial sleeping environments in the UK — we offer a full range of CRIB5 (Source 5) certified beds, mattresses, and sofas, meeting the requirements of BS 7177 and the Furniture and Furnishings (Fire) (Safety) Regulations. If you need compliance certificates or testing documentation, email online@onlineand.direct with your requirements.

Do mattresses come rolled?

Our Visco Therapy mattresses are delivered rolled and boxed, which makes them far easier to manoeuvre through doorways, up stairs, and into bedrooms than a full-size flat mattress. Once the mattress is in position, simply remove all packaging and allow it to expand fully — this takes 24–48 hours, and we recommend waiting this time before sleeping on it to allow the foam to reach its designed support structure. Some initial off-gassing (a mild smell from the compressed foam) is completely normal and dissipates within a few hours of opening. The rolled format applies to our foam and memory foam ranges. Pocket sprung and open coil mattresses are delivered flat due to their spring structure — these arrive in protective wrap rather than a box. If you are unsure about the delivery format for a specific model, it is confirmed on the product page. All mattresses include free UK delivery.

What does made-to-order mean?

Made-to-order products are manufactured specifically to your order after purchase — they are not held in stock. At onlineand.direct, our made-to-order range includes upholstered headboards (available in fabric, chenille, velvet, and faux leather), fabric divan bed bases (available in 30+ fabric options), and contract mattresses made to specific firmness, size, or fire safety specifications. Because these products are made to your requirements, they carry a lead time of 1–3 weeks from the date we confirm your order with the manufacturer. Payment is required in full at the time of ordering. Made-to-order items cannot be returned or exchanged unless faulty — they have been produced to your specific requirements, which is standard practice in the furniture industry. This does not affect your statutory rights in relation to faulty or misdescribed goods. We will keep you updated on your order status by email throughout the manufacturing process.

Orders and Payment

What payment methods do you accept?

We accept all major debit and credit cards including Visa, Mastercard, and American Express. All card payments are processed securely via Shopify Payments, which uses industry-standard TLS encryption and is certified to PCI DSS Level 1 — the highest level of payment security available. We do not store your card details on our systems at any point. We also accept Google Pay and Apple Pay for eligible orders, allowing you to complete your purchase without entering card details manually. All prices are shown in GBP and include VAT at the applicable rate. Online And Ltd is VAT registered (VAT No. 391 0206 26). VAT receipts are available on request. If you have any concerns about a transaction or payment, email online@onlineand.direct with your order number.

Can I change or cancel my order?

Contact us as soon as possible at online@onlineand.direct with your order number and the change or cancellation you need. If your order has not yet been dispatched to the carrier — typically within 24 hours of ordering on working days — we will do our best to amend or cancel it and process a full refund within 5 working days. Once an order has been dispatched, we cannot stop it in transit, but you can refuse the delivery and we will process a return under our standard returns policy once the item arrives back with the supplier. Made-to-order products cannot be cancelled once manufacturing has begun, typically within 24–48 hours of order confirmation. If you need to change a specification on a made-to-order item such as size or fabric, contact us as early as possible — changes may still be possible before the manufacturing process starts. We respond to all emails within 2 working days.

Returns

What is your returns policy?

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods. To start a return, email online@onlineand.direct within those 14 days with your order number, the item you want to return, and your reason. Once notified, you have a further 14 days to return the goods. You are responsible for the return delivery cost unless the item is faulty, incorrectly described, or not as ordered. Items must be returned in original condition and packaging where possible. For large items such as beds and sofas, contact us to arrange collection. Once we receive and inspect the item, we will process a full refund to your original payment method within 14 days. Mattresses cannot be returned once the packaging has been opened unless the item is faulty — please inspect before opening. Made-to-order products cannot be returned unless faulty. See our full Returns Policy for complete terms.

My item arrived damaged. What do I do?

Email online@onlineand.direct as soon as possible — ideally on the day of delivery — with your order number, the name of the item, and clear photographs of both the damaged item and the external packaging. The packaging photographs help us assess whether damage occurred in transit and support any carrier claim. Do not dispose of any packaging until the matter is resolved. For minor cosmetic damage, we may offer a partial refund or replacement part depending on the item. For significant structural damage or items that are unsafe to use, we will arrange collection and either a replacement or a full refund — whichever you prefer. Signing for a delivery and discovering damage after the carrier leaves does not affect your rights — damaged goods are covered under the Consumer Rights Act 2015, and you are entitled to repair, replacement, or refund within 30 days of delivery. We aim to resolve all damage claims within 5 working days of receiving photographic evidence.

Still have a question?

Email online@onlineand.direct. We respond to all queries within 2 working days.