Terms of Sale
The following Terms and Conditions of sale constitute a binding agreement between Alexandra Designs Ltd and its customers, which applies to all purchases made on the Alexandra Designs Ltd website.
Customers are reminded that these Terms and Conditions do not affect your statutory rights. A link to these Terms of Sale will be available for you within your order confirmation document.
All other Terms and Conditions, including those in any order submitted by you, are expressly excluded and shall have no effect.
These Terms and Conditions are published 1st September 2018 (Version 1).
• ‘Us, Our, We’ refers to Alexandra Designs Ltd
• ‘You, Your’ refers to the Customer
• ‘Writing’ refers to email correspondence
• ‘Product(s), Good(s)’ refers to mattresses
IMPORTANT NOTE: Please do not dispose of your current mattress until you are happy with the items you have purchased from us, and you have read in full the following Terms and Conditions.
1. Acceptance of Order
1.1 You accept these Terms of Sale when you tick ‘I confirm that I have read and agree to the Terms of Sale’ during the checkout process. This represents an offer of contract from you only and is not binding until accepted by us;
1.2 By placing an order with us, you are verifying that you are legally capable of entering into a binding contract, that you are at least 18 years old and that you hold residency in the United Kingdom.
1.3 Receipt of an order by us, via the Alexandra Designs Ltd website, does not constitute acceptance of an order. We reserve the right to refuse your order for any reason;
1.4 Any errors or omissions in our sales literature, price list, dispatch note, invoice or other documentation, or any information issued by us from time to time, shall be subject to correction without liability on our part;
1.5 You will be responsible for ensuring the accuracy of any order submitted by you, confirming where reasonably requested to do by us, and for the giving of such information as is necessary relating to the terms of sale and delivery, to enable us to deliver the goods to the delivery address notified by you;
1.6 When writing to us, you must quote your unique order number.
2. General Sale
2.1 All purchases must be paid for in full at time of order;
2.2 Payments are accepted on most credit or debit cards via PayPal. We authorise you to make any enquiries you deem necessary in connection with this sale process;
2.3 All prices quoted are for new products, and are priced in pounds sterling including any applicable taxes at current rates;
2.4 Price includes delivery to any England, Wales and Scotland (excluding Highlands and offshore) address Monday to Saturday. Additional charges will be incurred for delivery to the Scottish Highlands, offshore, Northern Ireland, Jersey, Guernsey and Isle of Man, you must contact us for delivery details and charges prior to completing any order;
2.5 An order confirmation / receipt giving a description of the goods purchased and the price paid will be emailed to you;
2.6 Alexandra Designs Ltd are not a VAT registered company.
3.1 We have appointed Direct Home Delivery (DHD) as our specialist delivery team;
3.2 DHD will deliver your mattress to a room of your choice where accessible (this remains at your risk);
3.3 You must notify us in writing within 24 hours of your delivery, if any part of your order is missing. All claims will become void after this period;
3.4 Delivery must be accepted within 2 weeks of DHD initially contacting you to arrange delivery. After such time, if no delivery has been arranged, we will send a confirmation email to you, and will arrange for your mattress to be returned to ourselves. We will then treat your order as being cancelled, and you will be liable for charges as outlined within our Cancellation policy (see paragraph 7). We will then refund your payment via PayPal, less the cancellation charges applicable;
3.5 In the event that DHD arrange a delivery with you, and you fail to be available or accept the delivery within the provided time slot, you must contact us within 48 hours to arrange a new delivery process. In such circumstances you will be liable for an additional charge of £100.00 for re-delivery, and this must be paid to us before any new delivery can be arranged.
3.6 If you do not make contact with us within 5 working days, we will send a confirmation email to you, and will arrange for your mattress to be returned to ourselves. We will then treat your order as being cancelled, and you will be liable for charges as outline within our Cancellation policy (see section 7). We will then refund your payment via PayPal, less the cancellation charges applicable;
3.7 We only offer included delivery to England, Wales, and Scotland (excluding Highlands and offshore). For delivery to Scottish Highlands, offshore, Northern Ireland, Jersey, Guernsey and Isle of Man, you must contact us for delivery details and charges prior to completing any order;
3.8 Please refer to our Delivery page for further details.
4. Accuracy of Information
4.1 All sizes are provided as a guide according to manufacturer specifications;
4.2 Responsibility for checking the dimensions of your mattress lies solely with you. We cannot be held responsible for customers ordering the incorrect size, or not checking the dimensions required before purchase.
5. Standard Bed Sizes
5.1 All our mattresses are hand made with many individual components and as such, it is not always possible for our manufacturer to produce an exact size. This is especially the case for pocket sprung mattresses, where the free movement of the springs can marginally alter the overall size of the mattress. For this reason, it is necessary to allow a +/- tolerance in the width and length of your mattress. Although this tolerance depends on each individual manufacturer, as a guide we suggest an allowance of +/- 1 inch (2.54cm);
5.2 Please be aware that when converted, metric sizes are not exactly the same as imperial sizes;
6. Terms of Warranty
6.1 Should the goods purchased from us prove faulty due to method of manufacture or the materials used, we will repair or replace the product, within the following terms of warranty which are in conjunction with our manufacturer’s warranty terms;
Warranty Period: 5 Years
Applicable Mattresses: Delamere 1000, Delamere 1000 Plus and Delamere 1200.
Up to 1 year: No charge to owner
Up to 2 years: customer to pay 20% of the cost for repair or replacement;
Up to 3 years: customer to pay 40% of the cost for repair or replacement;
Up to 4 years: customer to pay 60% of the cost for repair or replacement;
Up to 5 years: customer to pay 80% of the cost for repair or replacement;
Warranty Period: 7 Years
Applicable Mattresses: Tatton Classic 1200, Tatton Classic 1500.
Up to 1 year: No charge to owner
Up to 2 years: customer to pay 15% of the cost for repair or replacement;
Up to 3 years: customer to pay 30% of the cost for repair or replacement;
Up to 4 years: customer to pay 45% of the cost for repair or replacement;
Up to 5 years: customer to pay 60% of the cost for repair or replacement;
Up to 6 years: customer to pay 75% of the cost for repair or replacement;
Up to 7 years: customer to pay 90% of the cost for repair or replacement;
Warranty Period: 10 Years
Applicable Mattresses: Tatton Deluxe, Tatton Supreme, Prestbury Luxe, Prestury Excellence, Prestbury Superior, Prestbury Superior Dual
Up to 1 year: No charge to owner
Up to 2 years: customer to pay 15% of the cost for repair or replacement;
Up to 3 years: customer to pay 20% of the cost for repair or replacement;
Up to 4 years: customer to pay 30% of the cost for repair or replacement;
Up to 5 years: customer to pay 40% of the cost for repair or replacement;
Up to 6 years: customer to pay 50% of the cost for repair or replacement;
Up to 7 years: customer to pay 60% of the cost for repair or replacement;
Up to 8 years: customer to pay 70% of the cost for repair or replacement;
Up to 9 years: customer to pay 80% of the cost for repair or replacement;
Up to 10 years: customer to pay 90% of the cost for repair or replacement;
6.2 Warranty periods for each mattress are identified on the respective product page, and will be identified on your order confirmation / receipt;
6.3 Warranty periods commence from the date you receive your mattress;
6.4 With regards to any defect or fault, we reserve the right to offer a repair, replacement or refund at our discretion;
6.5 Our warranty policy does not apply to circumstantial damage, normal wear or tear or misuse of the goods;
6.6 We reserve the right to refuse collection and repair or refund for goods affected by bad stains, foul odour, mildew or parasites etc;
6.7 You must retain your order confirmation / receipt as proof of purchase; otherwise our warranty policy is null and void;
6.8 You must not remove any stitched labels from your mattress, and any removal will invalidate your warranty under this policy;
6.9 Any warranty claims made after the first 12 months are subject to transportation and administration charges of £125.00;
6.10 All goods sold comply with all applicable legislation, and you are reminded that these Terms and Conditions do not affect your statutory rights.
7. Right of Cancellation
7.1 All of our mattresses are custom made, and therefore we are unable to accept any cancellation, or return once your mattress has been delivered;
7.2 We can accept a cancellation prior to delivery, however because all mattresses are made to order, we will charge a cancellation fee, which is a set percentage of your order amount. Please note this does not affect your statutory rights in relation to any defect or fault with the product;
7.3 You must exercise the right to cancel an order prior to delivery, by informing us in writing via email. Our standard Cancellation Form can be accessed here, although it is not mandatory for this to used;
7.4 Our cancellation email address is email@example.com, where you must quote your unique order number;
7.5 For cancellations prior to the date our delivery specialist DHD contact you with their automated email, advising they will be in contact to arrange delivery (see our Delivery page for details), the cancellation fee will be 60% of your order amount;
7.6 For cancellations prior to delivery of your mattress, but after our delivery specialist DHD contact you with their automated email, (see our Delivery page for details), the cancellation fee will be 75% of your order amount;
7.7 Any mattress purchased under our Bespoke service, will not be eligible for cancellation at anytime, and must be paid for in full. This does not affect your statutory rights in relation to any defect or fault with the product;
7.8 If there are any queries in relation to our Cancellation policy, please refer to our Returns and Cancellation policy for further details, or email us with your query via firstname.lastname@example.org
8. Damaged or Disputed Goods
8.1 We will exchange any mattress that is either damaged or faulty upon delivery, only when you have followed all of our Terms and Conditions that apply;
8.2 Before processing a damaged or disputed goods claim, we will require a photograph of the damaged or disputed item before any action can be processed;
8.3 It is your responsibility to check the goods have been delivered in satisfactory condition, prior to signing the delivery receipt;
8.4 The mattress delivery must be signed for by a person over 18 years of age;
8.5 If you sign for an item as delivered in good condition and you subsequently notify us of any damage, this may affect your eligibility for an exchange;
8.6 Please contact email@example.com, within 24 hours of delivery to notify us of any fault and/or damage, quoting your unique order number;
8.7 We will require you to send photographic evidence of any damage and/or fault via email to firstname.lastname@example.org within 7 calendar days.
9. Exchanges (60 Night Comfort Guarantee)
9.1 Under our 60 night comfort guarantee, we offer you a one-time exchange of your mattress, for one of a different spring tension, or alternative model, which must be the same dimensions as the mattress previously ordered;
9.2 You must have had a mattress protector on during the 60 night comfort guarantee period, and this must be kept on until DHD attend and inspect the goods for collection and return. All stitched and attached labels must not have been removed from the mattress, and DHD will inspect the mattress and notify us of any problems during collection. Please also see our Returns and Cancellation policy for further information;
9.3 For your exchange, you will be liable for a charge of £100.00 for collection and administration charges, and this must be made when invoking the 60 night comfort guarantee;
9.4 In the event that you elect to exchange your mattress for a more expensive mattress, you will be liable to pay the difference in cost, in addition to the collection and administration charge noted above, and this must be made when invoking the 60 night comfort guarantee (no refund will be given if the exchange product chosen is of a lesser price);
9.5 Our comfort guarantee allows only one exchange in relation to each purchase made, and further exchanges are not permitted under this guarantee (this does not affect your rights concerning damaged or fault goods);
9.6 Our comfort guarantee does not apply to any mattress that has been misused, neglected or wilfully or accidentally damaged, and in such circumstances no exchange will be made;
9.7 The mattress must be used in accordance with the Mattress Care instructions contained within this website, and we reserve the right to reject any request for an exchange, if these are not adhered to;
9.8 Where a Zip and Link mattress is to be exchanged, only one of the two mattresses will be exchanged, and the mattress cannot be exchanged with a non-Zip and Link mattress;
9.9 We cannot be held liable for items ordered incorrectly, in the wrong size, where there is inadequate access, or the item does not fit in your room;
9.10 In relation to point 9.9, where possible we will liaise with our manufacturer with regards to an exchange, however it is the sole discretion of our manufacturer to offer an exchange if this circumstance should arise, and no such guarantee can be provided. Such exchanges will incur additional costs, and these should be discussed via email email@example.com quoting your unique order number;
9.11 Any mattress purchased under our Bespoke service, will not qualify for the 60 night comfort guarantee, and therefore is not subject to any exchange;
9.12 This comfort guarantee does not affect your statutory rights in relation to the product, including any right relating to any defect or fault with the product;
9.13 If there are any queries in relation to our 60 night comfort guarantee, please email us with your query via firstname.lastname@example.org
10.1 We use the information supplied by you through the ordering page, to process and fulfil your order. By accepting our Terms and Conditions, you are accepting that your name, address and contact details provided will be collected, stored and shared for the sole purpose of fulfilling our obligations and completing your order;
10.2 The information collected will not be supplied to any outside companies or third party, except our manufacturer and our delivery specialist;
10.3 By using PayPal, as our secured payment process, we confirm that we do not receive any of the payment details you provide when completing your order, or making any other payments to us;
11.1 Should any of the above Terms and Conditions be held to be invalid for whatsoever reason, the remaining Terms and Conditions shall continue to remain valid to their legally permitted extent.
12.1 Any refund payments, applicable with the above Terms and Conditions, will be made via Paypal and are subject to the relevant refund periods stipulated by Paypal;
12.2 All information is subject to change, and we reserve the right to make any such changes to our Terms and Conditions from time to time;
12.3 Alexandra Designs Ltd reserves the right to alter the specification of its products at any time, without notice.