Buy your new bedroom furniture with Möbelhaus, and get rewarded with a voucher to spend on more of the things you need in Costco stores. That means for every £100 you spend, you get £10 back in vouchers!*
*Your voucher will be 10% of your order total excluding VAT.
If you have any additional questions which do not appear within this FAQ list on our delivery services, please telephone our customer services department on 0115 784 4318, click on the links below for relevant answers:
We will aim to deliver the products to you as quickly as possible and following an order we will provide you with an estimated delivery time given by the manufacturer. ALL our ranges are by European manufacturers and mainly due to the bespoke element of the ranges and to the interchangeable components that allow you to create a bespoke look,no items are kept in stock but ordered in based on customs requests. Therefore deliveries can take from as little as 3 weeks to as long as 8 weeks depending on the availability of stock at the manufacturer’s warehouse and the schedules of truck departures. 99% of our deliveries take place on time or earlier than expected, however if for any reasons there were unexpected delays, our customer service team will keep you up to date with the delivery progress if time estimates have previously been inaccurate.
Delivery times will vary according to the range and the model that you have chosen.
If your order consists of a designer bed alongside our main products, then your items will not be delivered together but as separate consignments. We cannot guarantee same day deliveries for mixed orders in these circumstances.
Typically wardrobes take from 3 to 8 weeks to be delivered. Most components are kept in stock at all times in our European warehouse, and there are several trucks on route to the UK every week. Longer lead times (up to 8 weeks) may occur if stocks of certain components have run out and need replenishing.
In case of service parts required, the lead time depends on the specific part, but it normally the same lead time as for full orders of the same kind;
Designer Beds & Furniture
Typically beds take from 3 to 8 weeks to be delivered. Such time frame is due to the fact that when ordering a bed composed of wooden, glass or metal components, these are all kept in stock at Hasena's warehouse, so they will be dispatched with the next available truck, there are 2 departure dates scheduled per month. If the bed you have ordered has got an upholstered item such as the headboard or if it was a fully upholstered bed, then this will be made to order and it therefore takes up to 8 weeks lead time. Longer lead times may occur also for wooden beds or beds with no leather parts anyway, if stocks of certain components have run out and need replenishing.
In case of service parts required, the lead time depends on the specific part, but it normally the same lead time as for full orders of the same kind;
The majority of Möbelhaus products are offered with Free UK Delivery for peace of mind
However for our designer beds and mattresses, there will be surcharges, which vary depending on volume, weight and specific delivery area to the following postcodes:
Please note, our delivery areas exclude Northern Ireland and all the British Isles.
Some of the postcodes above may not be served with a 2 man delivery service including installation even if the minimum order value was purchased. If you live at one of those postcodes, please contact us to check if you are entitled to installation.
We inform you that under any circumstances, whether you are having the goods installed, or just taking delivery in for self-assembly, if you are not personally present at your property and have left acceptance of your goods to neighbours, relatives, friends, builders etc, whomever is at the property represents you, and whatever decisions they take, signatures they sign, will be considered as taken/given on your behalf.
Any discrepancies must be reported upon delivery. On arrival, if packaging appears damaged it is recommended that this is marked on the delivery note before you sign, otherwise we may not accept your claims, as our own claims would be rejected by our contractors / suppliers. So we trust in your co-operation.
If the goods are assembled by our contractors too, you are kindly requested to check in detail that the finished/assembled product is in perfect conditions and does not carry any damages, because unless reported on the delivery papers you will be asked to sign before the team leaves your property, any following claims will not be accepted.
Should an item be missed or appear not delivered then we request that you notify us on delivery. Normally our goods come with installation included in the price, so our team will notify any missing /wrongly sent parts.
We will endeavour to rectify the matter at the earliest, after delivery.
Damages must be reported upon delivery.
Transit Damages: Whichever form of transport you are entitled to, i.e. express courier delivery more so that 2 man white glove delivery to room of choice including installation or not, damages to the boxes have to be notified on the delivery note.Failing that, your claim will not be accepted and you are not entitled to a free replacement. When in doubt about the conditions of the content of a box, please ensure you write 'BOX DAMAGED - CONTENT UNCHECKED'.
Under Warranty: First instance report the fault to us with a full description of alleged fault, we will then arrange an engineer to attend and either rectify the fault on site or advise on action needed to remedy. If the fault is deemed a manufactures fault and the item is under guarantee then we will replace the faulty item FOC.
Not under Warranty: first instance report the fault to us with a full description of the alleged fault, we will then arrange an engineer to attend and either rectify the fault on site or advise on action needed to remedy. Costs would be charged to customer.
Not under Warranty: First instance report the fault to us with a full description of the alleged fault and a picture, we may then arrange an engineer to attend and either rectify the fault on site or advise on action needed to remedy. Costs would be charged to customer.
In the unlikely event you should want to return an item to us we are pleased to offer all customers 7 working days in which to decide to keep your ordered items or return them to us for a refund. Head2bed will deduct from any refund the cost of recovering goods from customers. This is typically Head2bed's minimum cost of recovering the item. In case the bed or wardrobe or other items has also been assembled at your property and you then decided the product is not of your liking, you will be charged with disassembling cost and return haulage, which is typically in the region of £ 80.00 + VAT per bed, and £ 130.00 + VAT per wardrobe.
Like for damaged goods, we will require pictures to be sent by email to document the non conformity. If the material provided by the customer was not of satisfactory quality or insufficient, the company is entitled to an inspection either directly by an internal member of staff, or via legally authorised independents, upon appointment previously booked-in. This will be necessary to proceed with any course of action that include part/full replacement or allowances granting.
It is tacitly understood that either course of action will only be granted on the single parts that prove to be non-conforming.
Whatever the value of the order, a 2 man home delivery to a room of choice, including installation, is included in the price whichever the area in the UK Mainland. Areas outside the UK Mainland will be subject to delivery surcharges. Please contact us for more info.
*Please note under no circumstances we can install wall panels or wardrobes to property walls a s that requires drilling into property walls which we cannot carry out by policy*
Our delivery contractors usually aim to deliver within 5-7 working days although this can vary based on the time of year (i.e pre-Christmas). When the goods are in stock, the home delivery contractors will immediately allocated all stock and contact you to book in a delivery with you for a delivery date suitable to both parties. They normally serve every postcode area from once to twice a week, and they will aim to book in with you for the earliest possible date. You will be advised an AM or PM delivery slot by phone or e-mail, by the day prior to delivery. (please see 'Can you offer me a specific time slot?' section for more info).
You will have been granted a 2 man home delivery including installation for your products (installation is chargeable on some flat-packed accessories and under no circumstances we can install wall panels or wardrobes to property walls a s that requires drilling into property walls which we cannot carry out by policy).
Our delivery contractors usually aim to deliver within 10 working days although this can vary based on the time of year (i.e pre-Christmas). When the goods are in stock, the home delivery contractors will immediately allocated all stock and contact you to book in a delivery with you for a delivery date suitable to both parties. They normally serve every postcode area from once to twice a week, and they will aim to book in with you for the earliest possible date. You will be advised a 2 hour delivery slot by phone or e-mail, the day prior to delivery (please see 'Can you offer me a specific time slot?' section for more info).
If a specific timed delivery is requested (i.e. first drop 7 - 9 am), this requires additional charges which will be met by the client; this is a service that cannot always be guaranteed as subject to availability;
Site access to property: it is the customer's duty to provide parking under any circumstances. Upon executing a delivery, if the delivery crew encountered restricted access to your property, or restricted parking regulations, this may cause a termination to your booked in delivery. Payment for the failed delivery is wholly met by the client so subsequent re-delivery would have to be charged and suitable arrangements be made not to encounter the same issues;
Restricted time access: commonly time allocations allowed for unloading and loading goods fall within 30 min period. However please note that installation of most products takes longer than 30 minutes commonly allowed, therefore, if time restrictions apply, the delivery crew may refuse to assemble goods. If the client requires the goods assembling, this may require extra charges for second call out.
In certain circumstances (with reference to 12.3), if requested by the customer and confirmed in writing, it may be possible for delivery crews to work outside of the allotted 30 minute loading/unloading time restrictions, however all charges incurred with any fines, including clamping and all release fees, are to be covered fully by the client;
It is the customer's duty to provide a safe environment for our fitters, because for Health and Safety reasons, they cannot access sites where building is still in progress, sites with unfinished surfaces, with staircases with no bannister, sites with no utilities. Our crew can only access completely finished properties. If the site was still unfinished, the crew can decide to terminate the delivery, the re-delivery or second call/s required will be fully chargeable to the customer. It is the customer's duty to make sure that the alleys were the fitters are supposed to walk along carrying goods, are completely clear of any ornaments, obstacles or other objects, which could represent hazard to their Health and Safety or even be in the way obstructing their way to the room of choice. In the event of any damages to any ornaments left around along the way to the bedroom or in the bedroom, we will not take any responsibilities.
The room of choice where the furniture is supposed to be dropped off/installed must be completely cleared before arrival of our crew, to allow the fitters to move freely and within sufficient space to carry out the job.
If you accept a delivery date that you subsequently cannot meet we will do our best to rearrange delivery. Please note that if the delivery has to be rescheduled less than 2 working days prior to delivery you will be liable to pay the full cost price for re-delivery.
If the crew arrived at your property, as scheduled and booked in, and no-one was found in to allow access, we would allocate reasonable time to contact you and allow you to be at the property, provided it is within reason, (max 15 minutes). Failing that, delivery would terminate and need rescheduling with failed delivery attempt costs to be met by the customer in full.
Once you have placed your delivery and received your order confirmation you will be given an approximate w/c date for delivery. Should there be any change to this date we will contact you as soon as soon as possible to advise you. Should you have any queries on deliveries prior to your chosen delivery day please contact one of our customer advisors on Tel.0115 784 4318 or to firstname.lastname@example.org.
For 1 man next day courier delivery service (bed orders below £ 599.00 where installation costs have not been surcharged, small orders i.e. bedside tables, accessories, lighting, mattress only orders)
Next day delivery service can be delivered Tuesday to Friday (excluding public holidays) between the hours of 8.00am and 6.00pm therefore delivery slot times cannot be advised. All Next Day Delivery items ordered/booked in before 12 noon will be delivered the following working day (some postcodes in Wales, Cornwall, Scotland, Northern Ireland and Channel Island may take longer).
Some Next Day Delivery items may be available for a Monday delivery, however service will have to be requested by the previous Thursday by noon.
Some Next Day Delivery items may be available for a Saturday delivery, however service will have to be requested by the previous Thursday by noon and extra charges will apply, depending on by 9.oo am or by noon service, as well as postcode and items volume and weight, so please ask for costs to be applied.
If you were not available on any working week day, and did not want to pay for Saturday delivery extra costs, then you can require for the boxes to be left at a different address (i.e. that of a neighbour, whose address needs to be advised at time of booking) or in case of smaller items these can be left under porch, or through rear gate door if left unlocked.
Please note that one man delivery service only deliver to the entrance of your property, in the case of flats the one man carrier will only deliver to the communal entrance.
In this case there are typically no storage costs to be applied.
For 2 man delivery service including installation i.e. bed orders over £ 599.00 or wardrobes with or without installation service
Delivery runs are compiled by postcodes. If your allotted date is not convenient, the booking team will be able to propose an alternative date to suit both parties.
Saturday deliveries are possible although subject to availability, extra charges may apply, so please ask for costs to be applied. The service is not available for all depots and not for any of our main ranges.
Since arrival of the goods in stock, the delivery contractors will contact you within reasonable time, normally within a week, to book in delivery. This allows them to allocate the stock and plan the routes and delivery runs.
Site access to property: under the obligations of the delivery provided by Roberto Rossellini ltd. t/a Möbelhaus, the goods vehicles used are Luton vans, which are of similar size to a furniture removal van.
If you have any concerns for access of delivery vehicles please discuss this when you place your order. If you fail to report eventual access restrictions and upon executing a delivery, the delivery crew encountered problems to reach you, this may cause a termination to your booked in delivery. Payment for the failed delivery is wholly met by the client. Subsequent re-delivery with a specialised vehicle or within a specific allotted time frame will also be charged.
The above is valid in case of any restricted parking regulations.
Access is not usually a problem but it is your responsibility to ensure that the goods that you have ordered fit into your house. Should you have any concerns or queries please contact our customer service department and they will be able to confirm dimensions. Please note that virtually all our products come flat packed for home assembly.
This service is available but not included in our prices. Service varies depending on the type and size, and volume of bed/furniture to be removed, so if interested in a quotation please contact us on 0115 784 4318 or to email@example.com