Returns & Cancellations

At Emerald Rest, we want you to feel confident when ordering your new bed, mattress or bedroom furniture. If you need to return an item, we’ll keep the process clear and straightforward.

You can return eligible items within 14 days of delivery, provided they are unused, in their original packaging and in resellable condition. Please contact us as soon as possible if you need help with a return, exchange or cancellation.

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Emerald Rest returns and cancellations
Emerald Rest returns process

Returns Procedure

If you would like to return an eligible item, please contact us first so our team can confirm the next steps. This helps us check your order details, confirm whether the item is eligible for return and advise on any collection costs.

To be eligible for a return, your item must be unused, in the same condition that you received it and in its original packaging. We also require proof of purchase, such as your order confirmation.

1
Contact us Get in touch within 14 days of delivery and include your order number.
2
Keep the item packaged The item must be unused, in its original packaging and in resellable condition.
3
We confirm next steps We’ll advise on collection, exchange, refund options and any charges that may apply.
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Return Charges & Restocking Fees

We keep our returns information clear so you know what to expect before arranging a return or exchange.

Collection Fee If you need us to arrange collection of your returned product, a collection fee of £40 / €50 may apply.
Exchange Redelivery If you exchange for a different size, style or colour, a redelivery fee of £50 / €75 may apply. Any price difference will be refunded or charged accordingly.
Restocking Fee Additionally, a 50% restocking fee will apply if the goods do not fit into your home, including access issues such as doorways, stairways or hallways, or if you wish to return or cancel your order after delivery, or if you cancel your order once it has been processed.
Please check your item carefully before assembly. Once an item has been assembled, we are unfortunately unable to accept it for a change-of-mind refund. Assembly alters the condition of the product and may make it unsuitable for resale as a new item. Please check your order carefully before assembly and contact us first if anything does not look right.

Your Returns Questions, Answered.

Need help with a return, exchange or cancellation? These are the most common questions customers ask before contacting us.

Still unsure? Contact us with your order number and our team will be happy to help.

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Do I have to pay for the return?
Yes. Return costs are your responsibility unless the product is faulty or damaged. If you need us to arrange collection of your product, a collection fee of £40 / €50 may apply.
Can I exchange my bed instead of returning it?
Yes, exchanges are possible if you would prefer a different size, style or colour. Any price difference will either be refunded or charged accordingly. A redelivery fee of £50 / €75 may apply. Please contact us to arrange an exchange.
How do I return my bed?
If you have changed your mind, you can return your bed within 14 days of delivery. Please ensure the item is unused, in its original packaging and in resellable condition. To arrange a return, please contact us with your order number.
Can I return an assembled item?
No. Once an item has been assembled, we are unable to accept it for a change-of-mind refund, as assembly changes the condition of the product and may make it unsuitable for resale as a new item.
What if my item arrives damaged or faulty?
Please check your items carefully when they arrive. Any visible issues must be reported within 48 hours with supporting photos so we can resolve the matter quickly. If the product is confirmed as faulty or damaged, we will advise on the most appropriate resolution.
When will I receive my refund?
Once your return has been received and inspected, we will confirm whether your refund has been approved. If approved, your refund will be processed back to your original payment method within a few working days.
Do I need proof of purchase?
Yes. To complete a return, exchange or refund request, we require proof of purchase such as your order confirmation or receipt.