Deliveries & Returns
REFUND POLICY
At Loftly, each bed we craft is bespoke and made-to-order, making them non-returnable*. However, we offer a 24-hour cooling-off period during which you can cancel your order without any fees. This period starts from the moment your order is placed.
Returns
At Loftly, we take pride in every order placed with us. Since each item is custom-made and tailored to your specifications, we cannot accept returns unless the item is faulty or delivered incorrectly. If you believe there is an issue with your order, please contact our Customer Services Team within 14 days of delivery. We may request photos of any damage or imperfections to determine the appropriate action. However, all customers can return mattresses and divan bases, which we stock, within 14 days of receiving their order. This return policy does not apply to other made-to-order items.
Cancellation
Should you wish to cancel your order within the 24-hour cooling-off period, please notify us in writing or verbally. Once this period has elapsed, cancellations will not be accepted, as each bed is processed and made to order.
Returning your item
In exceptional circumstances, if you are unhappy with your purchase upon delivery, you may be able to exchange the bed or request a refund within 14 days. However, a £100 handling fee will apply to cover delivery and return charges.
Faulty Items
Please inspect your bed upon delivery for any faults or damages. If any issues are found, please notify us within 24 hours with photographic evidence. Faulty items may be covered under our one-year manufacturer's warranty, which begins on the date of delivery.
Measurements and Fabric Samples
It is important to verify measurements and fabric samples before placing your order, as each bed is tailored to your specifications. Once a mattress has been used, we cannot accept returns.
Refund Process
Refunds are issued using the same payment method used for purchase and may take up to 7 business days to process.