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Frequently Asked Questions

For detailed information on our delivery services, please consult the delivery section.

  1. How do I place an order?
  2. Do you have a printed brochure?
  3. Do prices include delivery charges?
  4. Do you deliver outside of the UK?
  5. Are your products guaranteed/warrantied?
  6. Do you give bulk discounts?
  7. What methods of payment do you accept?
  8. What happens once I place an order?
  9. Is it possible to track my order?
  10. What do I do if the goods I have purchased are damaged/faulty/non conforming?
  11. What do I do if I have a complaint?
  12. Is the Head2Bed website secure?
  13. What do the sizes 90cm, 120cm, 140cm, 160cm & 180cm bed mean?
  14. Where can I purchase spare parts?
  15. Can items be bought separately?
  16. How can I contact Head2Bed?

How do I place an order?

Once all items you wish to order are selected, please click on 'Add products to order', then click on 'View my order' and finally 'Checkout'; this will send us an automated email, which will prompt us to email you with a Special Order Form, showing the amount of order excluding VAT, and a generic code, besides your details; Please print the Special Order Form, and head to the tills at a Costco Store for checking out.

Do you have a printed brochure?

Printed brochures are available for free at Costco kiosks; Brochures only shows selected images for each range, more can be found online.

Do prices include delivery charges?

Yes, all products include delivery charges.

Do you deliver outside of the UK?

Unfortunately, we do not deliver outside of the UK.

Are your products guaranteed/warrantied?

All our products carry the standard European 2-year manufacturers guarantees and warranties.

Mattresses: From 5 to 15 years guarantee depending on the mattress.

Do you give bulk discounts?

Our prices are very competitive. However, if you are buying in bulk, please contact our designated sales team on 0115 784 4318 to discuss your requirements.

What methods of payment do you accept?

Payment of any order must be made in a Costco store, as per our order terms. Please see your local Costco's information for accepted payment methods.

What happens once I place an order?

Once you have placed an order with Möbelhaus and paid in a Costco store, we will send you by e-mail an order confirmation within 3 working days. As soon as the goods are in, we will contact you to book in delivery.

Is it possible to track my order?

Please contact our customer care team to get tracking information on your order.

What do I do if the goods I have purchased are damaged/faulty/non conforming?

Any discrepancies must be reported as soon as is reasonable after delivery, and in any case within 24hrs. 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.

In case the good were found faulty or damaged after the fitters/delivery team has left customer's property, we will require pictures to be sent by email to document the fault. If the material provided by the customer was not of satisfactory quality, 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 replacement or allowances granting.

Missing items:
On delivery: Should an item be missed or appear not delivered then we request that you notify us as soon as possible, preferably within 24hrs of initial receipt of delivery.
On assembly: Should a part appear missing from an item please report the item that is missing the part along with a description of part you believe to be missing. On both the above instances replacement / missing goods will be dispatched asap. 

Faulty goods:
Damages: must be reported as soon as is reasonable after the delivery, preferably within 24hrs of receipt of goods.
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.

Non Conforming goods (wrong size/wrong finish) 
The company reserves the right to inspect the goods at the customer's house, either via a member of staff or via legally authorised independents, upon appointment previously booked-in. 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.

Unwanted goods / wrongly ordered (with the exception of mattresses, bed linen, pillows, bespoke items, made to measure items, special size items)
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 £ 100 per cbm (although it is different for wardrobes) and is the direct cost to Head2bed of recovering the item. 

What do I do if I have a complaint?

If you have a complaint, please e-mail us at sales@mobelhaus.co.uk

Is the Möbelhaus website secure?

Our website uses modern encrypted server technology throughout the ordering process in order to keep your personal information safe. Any customer information held by us is contained on a secure platform using the latest advances in data protection.

Please read our terms and conditions in full if you wished to know more.

What do the sizes 90cm, 120cm, 140cm, 160cm & 180cm bed mean?

These sizes relate to the overall internal width of the bed or mattress. Below is a breakdown of the different sizes and their approximate imperial equivalents:

Single 90cm x 190cm - approx. 3’0” x 6’3” 
Small Double 120cm x 190cm - approx. 4'0" x 6'3"
Double 140cm x 190cm - approx. 4’6” x 6’3” 
King Size 160cm x 200cm - approx. 5’3” x 6’7” 
Super King Size 180cm x 200cm - approx. 6’0” x 6’7”

Some beds may come in different sizes (i.e. 90x/200 or 140x200 cm, which are continental lengths) Please consult each product page to find out the exact overall and internal measurements of any products.

Where can I purchase spare parts?

Please send your name and address to our Customer Service department and we will supply replacement parts. Unless the part is faulty due to manufacturing issues, replacements parts will be charged for.

Can items be bought separately?

Yes you can buy just a bed, or a wardrobe, or an accessory or a replacement part only. You can also decide to buy items at different times, unless the manufacturer decides to discontinue items or finishes, which is out of our control. 100% matching finishes cannot be guaranteed though, due to the fact that we mainly supply real wood/ leather, and these natural materials are subject to changes based on temperature / light exposure / wear and tear factors. 

How can I contact Möbelhaus?

In order to provide you with choice we are contactable on any of the following:
E-mail: sales@mobelhaus.co.uk
Telephone: 0115 784 4318
Address:
Roberto Rossellini Ltd T/A Möbelhaus, c/o Carlton Furniture,
Turret C, Harrington Mills, Leopold Street, NG10 4QE,
Long Eaton, NG10 4QE

Get In Touch

0115 784 4318
sales@mobelhaus.co.uk

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