COVID-19 FAQ’s

We wanted to let you know that we are open for business and are monitoring the COVID-19 situation very closely, whilst doing everything possible to help in the fight against this virus.

Although our Showroom is temporarily closed (expected re-opening in early June), we are still taking orders and responding to enquiries, including sample requests, by email (see below), live chat, Facebook, and Instagram. Our manufacturing and delivery operations are suspended until the Government advises that restrictions can be eased and we are expecting to be in production again in June. We will keep this page updated with the latest information.

We are sorry for any inconvenience and ask for your understanding. More importantly, we hope you stay safe and in good health.

Email contacts:

Please send an email to orders@buttonandsprung.com if your email is about an existing order you have placed with us.

Please send an email to hello@buttonandsprung.com if you wish to enquire about Button & Sprung, our products and services.

 FAQ’s

Q. I have placed an order, when will I receive my delivery?

We make all of our beds and mattresses here in the UK and are expecting the factories to be making again in June, following the latest Government guidance. We are working closely with them to determine exact leadtimes and will contact you as soon as we have delivery dates - realistically our first deliveries will be at some point between end June and early July.  We are sorry that we cannot be more specific at this point, but ask you to bear with us. We expect to recover the backlog quickly once production resumes and are endeavouring to fulfil orders in the order that we received them.

In the meantime, please contact us by emailing orders@buttonandsprung.com if you have any questions and we promise to work with you to find the best solution. We thank you for your patience and understanding.

Q. I'm thinking of placing an order... Will you be able to make and deliver it?

Yes.  We are still taking orders as normal - on the website, by email and via live chat. We are committed to fulfilling all orders as quickly as possible once Government guidelines allow our operations to resume, and as soon as it is safe to do so. Our best leadtime guidance at the moment is 6 to 8 weeks from order to delivery. 

We make all of our beds and mattresses here in the UK and are expecting our factories to be making again in June.  We will endeavour to fulfil orders in the order that we receive them. If you are thinking of ordering, we recommend ordering soon as we have a backlog and are anticipating a wave of new orders as restrictions are eased.

Please contact us for the latest information and thank you for bearing with us.

Q. Can I still purchase Clearance items?

Yes, we are taking orders for Clearance items as normal. Please get in touch with us at hello@buttonandsprung.com if you would like to discuss purchasing a Clearance product - you can see our list of Clearance items here, which will be updated regularly. Our delivery lead times are very difficult to predict at the moment, but we are committed to delivering all orders as quickly as possible once operations resume, and as soon as it is safe to do so - please contact us for the latest information and thank you for bearing with us.

Q. Is your 100 Night Return policy still in place?

Our 100 Nights Free Returns policy is still in place, and covers all non-Clearance and non-bespoke products - essentially anything that you can order on the website, as has always been the case. Your right to return or exchange your product remains unaffected by the COVID-19 outbreak - you just need to notify us within 100 Nights of receiving your bed of your wish to return or exchange it. It will now take us longer to collect or exchange the product, due to the COVID-19 restrictions and not being able to enter our customers' homes, possibly extending beyond the 100 Nights, but that does not affect your rights - the main thing is that you have notified us within the 100 Nights period.

Q. What if I’d like to exchange or return my bed or mattress? When will you come to collect or exchange it?

Under normal circumstances, we endeavour to collect product that you wish to return within 30 days. Due to the unprecedented nature of the COVID-19 outbreak, we have suspended our production, delivery and collection operations and it will therefore take longer to organise collections. The best thing to do is to contact us by email (orders@buttonandpsrung.com) quoting your order number and we will work with you to find the best solution. The 100 Nights are defined by when you notify us of when you wish to exchange or return your product, not by when we collect that product from you, so do not worry if the collection date is delayed.

The timing of exchanges is harder to predict as it is determined by the product lead time from the factory. Until production resumes (once restrictions are eased), we expect to recover the backlog quickly. We are committed to fulfilling all exchanges as soon as it is safe to do so. Again, the best thing to do is to contact us by email at orders@buttonandpsrung.com quoting your order number and we will work with you to find the best solution.

Q. If I buy a mattress from you, can you still collect my old (non-Button & Sprung) mattress for free?

Unfortunately, as we have suspended our delivery operations and in order to follow Government guidelines, we are unable to collect old mattresses for the time being. We will resume this service once restrictions are lifted and it is safe for us to resume deliveries and collections.

Q. Can I still get in touch with your customer services team?

Most definitely. We are contactable via live chat or email:

Please send an email to orders@buttonandsprung.com if your email is about an existing order you have placed with us.

Please send an email to hello@buttonandsprung.com if you wish to enquire about Button & Sprung, our products and services.

 

Thank you for your support and understanding - we hope you stay safe and in good health.

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