COVID-19 FAQ’s

We are open for business and are following all available public health guidance to protect our staff and customers against the spread of the virus.

Our Showroom in London is open for customer visits by appointment only (details below) - please visit our showroom page to see our opening hours. We are responding to enquiries and taking orders as usual by phone, live chat, email (see below), Facebook, and Instagram. You can order free fabric samples via the sample request page on our website. Our manufacturing and delivery operations are up and running, and our delivery leadtime is currently 6 to 8 weeks. We will keep this blog page updated with the latest information.

If we miss your call, live chat or message, we apologise and will get back to you as soon as we can. 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 wish to visit your showroom... how do I arrange an appointment? 

Our Showroom in London is open 7 days a week for customer visits by appointment - see our showroom page for our opening hours. Please call the showroom on 03333 201801, use live chat or email us at hello@buttonansdprung.com to make an appointment, letting us know when you would like to visit and how many people will be visiting. Please remember that it is necessary for all visitors to wear face coverings or masks in retail outlets. Although we are keeping track of the number of people visiting our showroom at any one time (and at some times, especially weekends, may need to restrict numbers), we have plenty of showroom space, making it easy to maintain appropriate social distance.

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

All of our beds and mattresses are made here in the UK and the factories are experiencing high demand, whilst continuing to follow all of the relevant COVID-19 guidelines. If we have not already contacted you about your order, please bear with us and we will be in touch with a delivery date as soon as we have it.

In the meantime, please contact us by emailing orders@buttonandsprung.com if you have any questions. 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 taking orders as normal - on the website, in the showroom, by phone on 03333 201801, email and live chat. Our leadtime is shown on the individual product pages and at the moment is 6 to 8 weeks. We make all of our beds and mattresses here in the UK and the factories are experiencing high demand, so it is best to order early, especially if your bed or mattress is required before Christmas. 

Please check this page or contact us for the latest information and thank you for bearing with us.

Q. When you deliver, do you take the bed and mattress to the bedroom and assemble?

Yes, with your permission, we will take your bed and mattress to the bedroom, assemble and remove all of the packaging.  Our delivery teams have the appropriate PPE and anti-bacterial wipes and liquids with them and will take the necessary precautions to protect you (and themselves).

We rely on you, the customer, to tell us in advance of your delivery date if anyone in your household has COVID-19 symptoms or is in quarantine. In this situation, we can either leave the goods at the entrance to your property or reschedule the delivery. Under no circumstances will our delivery teams enter a property (which in the case of flats, means the entrance to the building) if you have symptoms or are in quarantine.

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. If you decide to buy, you can collect Clearance orders from our warehouse, which is in the same location as our showroom, or we can deliver within approximately 65 miles of central London for a £50 charge. 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 may now take us longer to collect or exchange the product, 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?

Our delivery teams have started work again in June but at a reduced capacity so it will take longer to collect beds and mattresses than usual. 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 will be in line with our leadtime for new orders - currently 6 to 8 weeks. We make all of our beds and mattresses here in the UK and the factories have re-started production. 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?

Unfortunately, due to the contagious nature of COVID-19 and the high risks of transfer of the virus, we are unable to collect old mattresses, even for a fee. We also do not dis-assemble or take away old beds.  We recommend contacting your local council, local charities who collect old furniture or organisations such as AnyJunk.

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

Most definitely. We are contactable via phone on 03333 201801, live chat and 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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