Customer Service Information

Common Questions and Answers

Customer service

Customer Service is of the utmost importance to us and we have a really great team on hand to make sure that’s what we give each & every one of our customers. You can talk to real people who love what they do and really know their stuff (they’ve got many years’ experience behind them too!) We’ve put together answers to some of the most common questions we receive but if the information you need isn’t here, please contact us 

  • Is the furniture in stock?

    We try to hold everything in stock but if it's not immediately available, you will see that the item says pre-order and there will be a lead time beneath the product.
    If anything is unclear, please just call us on 08000 219 015 or email 

  • What size mattress do I need?

    All of our mattresses are a standard single size which is 6'3" x 3' or 191 x 90cm. The only mattress that is a different size is the trundle bed mattress. There are 2 choices - the trundle mattress for the intergral trundle with Charterhouse beds is 6' x 3' or 183 x 90cm and the trundle mattress for the individually sold sleepover trundle is 6' x 2'6" or 183 x 77cm.

    Raised beds required a slightly shallower mattress to comply with safety standards.

    You can find more information on our mattress page 

  • Can I see the products anywhere?

    Not at the moment and we don’t think you need to. All of our ranges have been very carefully designed and tested so we’ve done all the work for you. You just need to sit back, enjoy browsing the site and make your choice. What could be easier!?

  • What if I don’t like my purchase?

    Well, we’d be surprised but if you’re not happy when you receive your order, you can send it back. Just let us know within 14 days of receipt and we’ll collect it, no questions asked. We do need the products returned in the same condition in which you received them so please make sure you don’t remove mattress packaging or assemble any goods you’ll want to send back.

  • How can I order?

    You can order online or if you’re in the mood for a chat, you can call us and order over the phone.

  • How can I pay for my order?

    We accept all major debit/credit cards and PayPal if you’re ordering via the website.

  • How do I know it will fit properly?

    You need to ensure the proportions work for your room and that the furniture can be fitted through your doors, hallways and stairs, clearing all access points. Dimensions of width, height and depth for all of the products are provided online. These are the maximum measurements so please make sure that the item will fit in the space for which it’s intended. If you’re buying a fully or partially assembled item and you’re not sure if it will fit into your property, please do check with us first.

  • Where do you deliver?

    We currently only deliver to mainland UK. We’re really sorry but we cannot provide delivery to the following postal areas: AB, BT, DD, FK, HS, IV, KA, KW, KY, PA, PH, BFPO addresses plus Republic of Ireland and all other offshore destinations. However, if you would like to arrange your own shipping from our warehouse, please get in touch and we’ll gladly assist in any way we can. We’re helpful like that!

  • Can you assemble my furniture for me?

    We may be able to arrange an assembly service for you depending on your location. Please call us on 08000 219 015 to discuss.
    If it can't be arranged, don't worry! We have taken great deal of care to design the products so that assembly is minimal and straightforward and the result extremely sturdy. You should find your assembly instructions inside one of the product boxes. Please take time to study them before starting and if you're having any trouble, please give us a call and we'll talk you through it.

  • Can adults sleep on the beds?

    Indeed they can. Whilst the beds have been designed with children in mind, they all (with the exception of the trundle bed) take a standard single size mattress. They have also all been tested to suitable weight limits for adults.

    • Beds and lower bunk beds: 15 stone / 95kg
    • Upper bunk beds: 12 stone / 76kg
    • Trundle beds: 12 stone / 76kg

Unit 1, The Old Silk Works
Beech Avenue
BA12 8LX

Tel:  0800 021 9015


Monday to Friday - 9am to 5pm