Frequently Asked Questions

Below you will find a list of our most frequently asked customer questions. If you can’t find the answer you are looking for, please feel free to contact us by clicking here.

How can I place my order?

We have several ways you can pay. The first and quickest option is to pay by credit or debit card using our online system. Simply add your products to your basket and follow our easy check out process. If you prefer to order by phone, you can do so by calling 0808 144 5548 where one of our customer service agents will be more than happy to help you.

What payment options do you support?

We support the following payment options: Visa Credit, Visa Debit, Mastercard, Maestro, American Express and PayPal.

What are your shipping methods?

We operate our own fleet of delivery vehicles and all orders over £100 qualifies for free delivery. On some products we also offer express delivery for an additional charge. This charge can be seen on the checkout page and varies from product to product.

Alternatively, you can also choose our online click and collect option. If you choose this option during checkout, you can collect your order at one of our high street stores.

Do you offer bed assembly services?

Yes we do. You can find details about our bed assembly options by clicking on the following link here

Do you offer bed & mattress combo discounts?

Yes, we have plenty of bed & mattress combinations. You can find these combinations on various bed frame product pages throughout our site.

How can I cancel my order?

If for some reason you would like to change your order, you can do so by calling us on the following number: 0808 144 5548 stating the reason for your cancellation. Please note that if you order has reached the dispatching stage we may not be able to cancel your order.

How can I return my order?

Please refer to our returns page for more information on how you can return your order by clicking here

How can I contact you?

We would love to hear from you and strive to make it as easy as possible to contact us. We therefore offer multiple options. Firstly, you can call us on 0808 144 5548, or email us directly at onlineorders@hamseys.co.uk. Finally, you can also contact us by going to our contact page here

Do you take away old mattresses & beds?

Yes, we offer this service for an additional charge. Please see our recycling service page for more details by clicking here.

I've placed an order but I didn't receive an email.

If you placed an order, but did not receive your email confirmation, please get in touch with us via our live chat system or by emailing us at onlineorders@hamseys.co.uk and we will re-send it to you.

Please note: Sometimes emails can get sent to spam folders. Please check your spam folder before contacting us about missing confirmation emails.

What are your terms & conditions?

Please visit our terms & conditions page for more information by clicking here.

My bed is missing parts, what do I do?

If your bed is missing parts please contact us by calling 0808 144 5548 where one of our agents will help you get replacement parts.

My items were damaged on arrival, what do I do?

If your items were damaged on arrival, please contact us by calling 0808 144 5548 where one of our agents will help you.

How is my data used?

We take data protection very seriously. We will never pass your email or any other information to third parties. We may use your email to send you Hamseys marketing material and special offers from time to time if you have given us permission to do so by accepting marketing during checkout or through any other means.

Our entire site is encrypted and secured to protect the data you give to us when placing your order. We never store your credit card in our database.

Where do you deliver to?

Our primary delivery locations are: Central London, Greater London, Kent, Surrey and Sussex. However, we may be able to accommodate deliveries to other UK locations for an additional fee. Once you have placed your order and you reside outside of the above mentioned locations, our customer agents will get in touch with you to discuss shipping options.

How long do deliveries take?

We strive to keep our online stock information up-to-date at all times and if your item is in-stock, we will typically dispatch the product the next working day. Exact delivery times will be provided by our customer agents shortly after you have placed your order, via phone or email.