FAQs

Ordering

Why are your prices so low?
We separate our service charges from the product prices, allowing us to pass the savings on to you.

Are prices including VAT?
Yes. As standard we show costs inc. VAT, so the price you see is the price you pay. At the top right of the screen there is also the option to display prices excluding VAT.

I have a question about one of your products.
Our team are happy to answer any questions, we can be reached through the chat please visit the contact us page or call us (Office hours are Monday to Friday, 9:30am-5:30pm).

How do I place an order?
Our order system is designed to be quick and easy to use for our customers. On any product page, simply choose click ‘Add To Cart’ and continue shopping or to place your order, click on your shopping cart. Your cart is at the top right of the screen. Any items in your cart can be changed at any time until you’ve confirmed your order on the final checkout page.
To register with us enter a few of your details. Any personal information given will be stored securely.
Any of our services (click & collect, delivery, assembly and rubbish disposal) can be added on at the Order/Payment stage, clearly displaying the price breakdown of each service.

How do your services work?
Delivery, assembly and rubbish disposal are tiered. This keeps our product prices low, ensuring you'll always get the cheapest deal. These will be shown in the shopping cart and prices will be clearly shown.

What do I get if I choose all of your services?
The full Yappee service package will start with your order confirmation email. To discuss any additional requirements, please email our team.

Is there a minimum order value?
There’s no minimum order value.

How can I pay?
Our secure payment system currently accepts all major debit/credit cards. Unfortunately we are unable to take card payments over the phone.

Do your items have a warranty?
All our products come with a manufacturer’s 1 year guarantee as standard, some products have extended warranty and this will be stated within the product description.

Delivery

I’ve chosen to Click & Collect. When will my order be ready?
Orders should be ready to be picked up within 48 hours. A member of our customer service team will contact you to arrange a convenient pick-up time.

What are your delivery costs?
Single items:
Small £35
Large £55
Maximum delivery cost: £62.50

Package costs:
Delivery on our packages is currently £62.50. Usually priced at £125, this is HALF PRICE for a limited time.

What are your delivery lead times?
Delivery times vary due to supplier availability, though we will usually allocate a delivery slot for orders to be delivered between 7-10 working days. For items sent by courier, unfortunately we're only able to provide a dispatch date, not a delivery time.

Do you offer next day delivery?
If you need your order in a hurry, this can be done on certain items. Just call us on 0845 459 4990 before placing an order and our helpful customer service team will advise you.

How does your delivery service work?
After placing your order, you will receive an email confirming a delivery date. For customers choosing the delivery only service, orders will be dispatched either with our 2-man home delivery service or courier. For orders delivered by our reliable team, we will contact customers 24-48 hours before the delivery date to confirm a 2-3 hour estimated delivery slot.

Why do I need to sign for my order?
We'd like all our customers to be happy with their order from us. We ask that upon delivery, you check the items and your property for any damage.

Returns, Refunds and Exchanges

What if my order isn’t as expected or is lost or damaged?
Our team will always ensure your order is carefully packed, though sometimes items will get damaged in transit. Please [email] customer services including your order number and a description of the problem, where we will try to resolve the issue as quickly as possible. For damaged items please include photos of any damaged areas as this will help us deal with your complaint sooner.

What if I want to exchange my order?
If you've changed your mind and have seen something you would like to order instead, customers may return items in person for free to our warehouse based in Leicester. Returns by any other means are at the customer’s your own expense and risk. You must ensure that the goods are packed sufficiently to protect against damage.

What is your returns policy?
Customers have 7 days from the date of delivery to return goods. To arrange a return please email us or call us on 0845 459 4990. The quickest and easiest way to return an item is at our warehouse in Leicester. Return delivery costs must be covered by the customer. For full details please visit our returns policy page.

What if I want to cancel my order? Is there anything I can't return?
Unfortunately, for hygiene reasons we are unable to offer a refund on mattresses and pillows that have been taken out of their original packaging, unless faulty. We request that customers test the mattress while it's still sealed in it's packaging.