COVID-19 FAQ’s

We wanted to let you know that we are still open for business and are monitoring the Covid-19 situation very closely, whilst taking every precaution to keep our staff and customers safe.

Although our Showroom is temporarily closed and most of our staff are now working from home, we are responding to enquiries as normal by email (see below), live chat, Facebook, and Instagram. We will keep this page updated with the latest information.

Email contacts
Please send an email to orders@buttonandsprung.com if your email is about an existing order you have placed with us or a delivery that you are expecting.
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 continue to deliver orders to customers and our delivery teams are taking all necessary precautions to keep themselves and our customers safe.

Where your product has already been made and is in our warehouse:
We can arrange a convenient delivery date with you or you can decide to defer your delivery until restrictions on social distancing are eased (and we will keep your product in our warehouse). If you are able to receive the delivery, with your agreement, we will deliver to the entry of your property but will not be able to take your product to the bedroom nor assemble it for you. We are also not able to take away old mattresses nor any product being replaced. We apologise for this inconvenience but hope you understand why we have taken this decision. We will send you easy-to-follow instructions by email for how to assemble the bed(s) yourself - and can help you by telephone if you need more assistance.  Our beds are relatively simple to assemble, but in some cases are heavy, requiring two people to move them around and assemble.

Where your product has not yet been made:
Our factories’ operations are temporarily suspended, which means that delivery of some orders will be delayed - we apolgise for this but ask you to bear with us. We make all of our beds and mattresses here in the UK and we expect them to recover the backlog quickly once production resumes. We are committed to fulfilling all orders over the coming months, as and when it is safe to do so - please contact us for the latest information and we thank you for your patience.

In either case, please contact us by email to orders@buttonandsprung.com and we promise to work with you to find the best solution.

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 and by email. We make all of our beds and mattresses here in the UK and whilst our factories’ operations are temporarily suspended, we expect them to recover the backlog quickly once production resumes. Our lead times will be longer than usual but we are committed to fulfilling all orders over the coming months, as and when it is safe to do so - please contact us for the latest information and bear with us.

Q. How is the delivery process being affected?

Our delivery teams continue to operate, and are taking all necessary precautions to keep themselves and our customers safe. In particular, with your agreement, we can deliver to the entry of your property but will not be able to take your product to the bedroom nor assemble it for you. We apologise for this inconvenience but hope you understand why we have taken this decision. We will send you easy-to-follow instructions by email for how to assemble the bed(s) yourself - and can help you by telephone if you need more assistance.

Our beds are relatively simple to assemble: bed frames and divans take 15 to 20 minutes and ottoman beds a little more time, 30 to 45 minutes. Please note that our products are heavy and require two people to move around and assemble.

We are happy to chat through the specifics with you if you would like us to deliver. Alternatively, we are happy to keep your bed in our warehouse and defer your delivery until restrictions on social distancing are eased.

Q. What precautions are your delivery teams taking to prevent the spread of COVID-19?

We are taking the health and safety of our delivery staff and customers very seriously. The delivery teams are supplied with hand sanitiser, sanitising wipes, and gloves for use throughout any delivery. They are following all Government, NHS, and WHO healthcare advice on how to stop the infection spreading.

Q. I'm self-isolating. Are you still able to deliver?

Yes, with your agreement, we can deliver to the entry of your property but will not be able to take your product to the bedroom nor assemble it for you. We apologise for this inconvenience but hope you understand that this is in the interest of your safety and that of our delivery teams. We will send you easy-to-follow instructions by email for how to assemble the bed(s) yourself - and can help you by telephone if you need more assistance.

Alternatively, we are happy to keep your bed in our warehouse and defer your delivery. Please get in touch with us at hello@buttonandsprung.com or orders@buttonandsprung.com, quoting your order number, if you would like to discuss further.

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 daily.

Q. What if I’d like to exchange or return my items? Is your 100 Night Return policy still in place?

Our 100 Nights Free Returns policy is still in place and covers all non-clearance, non-bespoke products - essentially anything that you can order on the website, as has always been the case. Under normal circumstances, we endeavor to collect the product that you wish to return within 30 days. Due to the unprecedented nature of the COVID-19 outbreak, it will 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 is delayed.

The timing of exchanges is harder to predict as it is determined by the product lead time from the relevant factory. 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 due to social distancing procedures in place to protect our staff and customers, we are unable to collect old mattresses for the time being. We hope to be running this service again soon.

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

Most definitely. Our customer services team is fully contactable via live chat or email at hello@buttonandsprung.com. Should you have any questions, do not hesitate to get in touch!

< Previous Post | Next Post >