Common Questions and Answers

Have a question about delivery costs or how to order from our site? You'll find answers to our most common questions below. If you would like to get in touch with us, please click here.

What If Something Goes Wrong?

Very occasionally, things can go wrong…..we’re only human after all!

In the unlikely event you have a less than perfect experience, we will do all we can to fix the problem as quickly and easily as possible, whether that’s sending replacements or arranging repairs or just giving a little something to say sorry.

Please note, it is our policy to offer compensation in the form of gift vouchers only and our Customer Service team are not able to offer cash refunds for anything other than cancellations.

How can I contact you

Call us on 0845 872 2400 

New Order Line – open Mon-Fri 9am-6pm, Sat 10am-6pm, Sun 11am-5pm 

After Sales Line – open Mon-Fri 9am-6pm

Outside of these times, please leave a message and we will come back to you as soon as possible the next working day.
You can also email us at or use our online chat facility to talk live with an advisor during week day office hours (as above)

    Do you deliver overseas

    We regard it as a welcome challenge to arrange overseas deliveries wherever humanly possible. Outside our standard delivery areas we will usually need to get a specific quotation from a relevant shipping company. Call us or email us and we will provide a delivery quotation without delay. Meanwhile, we will save your basket for you of course. Some of our larger items are too bulky to be entrusted safely to a standard carrier and will need specialist freight handling. Please ask us about this at time of ordering. We can of course deliver all items to a UK freight forwarding address for you to arrange onward shipment.

    VAT Refunds

    If your delivery address is outside the UK we will remove VAT from the prices that we charge you. If we ship direct the prices will be amended immediately. If we deliver within the UK and you then arrange export we can organise a VAT refund once we receive the export certification.

    On the back cover of my catalogue there's a catalogue code - what is this and how can I use it

    This code helps us to work out how we met you, as-it-were. If your catalogue came with a promotional offer using your catalogue code will ensure that the promotional offer is credited to your order. Enter the code on the checkout page to apply any promotional offer.

    Can adults sleep on your beds

    They can indeed. Our strength testing of bed bases and bed structures is performed to an exacting domestic bed standard. In other words: even though our beds are designed especially for children they can be used by anyone (but children do find them especially comfy!).

    How long will it take for a back ordered item to come into stock

    When an item is out of stock the expected lead time is displayed on the product detail page. We do our best to be as accurate as possible with the expected dates and once you have placed an order we will of course keep you informed if dates change.

    Is your timber sourced from renewable sources

    At ASPACE we recognise that if we use such a splendid resource as solid wood we must take responsibility for ensuring that our timber sources are responsibly managed and sustainable.

    Wherever possible our sources are certified as complying with Forest Stewardship Council (FSC) standards or with the sustainability and chain of custody standards from numerous other local and regional bodies that carry out similar work to the FSC.

    Some example of why we consider it reasonable to accept product from non FSC accredited sources:

    We source our beech timber from Slovenia which possesses the oldest and, according to most experts, the best managed beech forests in Europe. Whilst the Slovenian government ensures that this resource is managed and maintained properly through a strict licensing system, the actual work of logging and planting is done by numerous small independent companies. For such small companies it is not economically feasible to maintain the systems and records that FSC accreditation would require.

    Many of the FSC requirements with regard to irrigation, etc. are conceived with plantations in mind and are inappropriate to natural forests which are in many countries managed to produce timber responsibly and sustainably; usually under central government licence.

    FSC accreditation involves both Forest Management and what is known as "Chain of Custody". It is virtually impossible to properly check the Chain of Custody in products such as chipboards and MDF where the supply chain is complex and highly commoditised but we source such material only from highly reputable manufacturers. Any MDF we use will conform either to the European emission standards E1or E2.

    Where sources are not FSC certified their standards and practices will normally be supported either by DNV certification or by certification from organisations such as MTCC (Malaysian Timber Certification Council) which exist to ensure that materials are sourced from sustainably managed forests.

    We regularly review all of our sources to ensure that nothing is being done to compromise the sustainability of the resources that we use. We visit our factories continuously and we conduct regular detailed audits of their processes including their sourcing policies.

    We welcome any comments, questions or suggestions on this subject from our customers.

    Do you offer any finance options such as ‘Buy Now, Pay Later'

    Afraid not. Sorry. We just haven’t seen the demand for it. But we are more than willing to look at this again if our customers tell us we should! Email us at

    Where can I see the measurements / dimensions of your products

    The length, width and height are shown on the product detail page – you can also check the technical drawings on the ‘Sizes’ tab.

    The Old Silk Works
    Beech Avenue
    BA12 8LX

    Tel: 0345 872 2500

    Monday to Friday - 9am to 6pm

    Saturday - 10am to 6pm

    and Sunday - 11am to 5pm