Delivery Information

1. Two Man Deliveries 

1a) We use the Keen & Able 2 Man Premium Courier Service for all Mainland UK and Ireland deliveries. They offer a 2 man service directly to your room of choice and deliver between 7AM and 9PM.

 

1b) You will need to advise which room they should deliver the mattress to, otherwise, the drivers may leave it in the hallway.

They will not remove the old packaging or unpack the mattress for you, unless this is requested and confirmed by OTTY customers services, before delivery.

 

1c) Delivery is pre-booked with you and confirmed by email by OTTY directly, as well as by the couriers. If the delivery date offered does not suit you and you are not able to receive the parcel on that day, you need to advise us or the courier, about this, at least 1 working day before delivery, so that we can re-arrange the delivery for another day. Failure to do so and a wasted courier journey, may incur a re-delivery charge of £30.

 

1d) If the driver cannot get to your area or cannot arrange the delivery on the time and date promised, it will be re-scheduled for free. This also covers any times where the courier runs out of driving time, or is encountered with an event that prevents them from delivering your goods on the scheduled date.

 

1e) In an event that a delivery cannot be made on the scheduled day, due to the fault of the couriers or an event outside of our control, the courier will do their best to keep you up to date and advise whether or not they are able to deliver the goods on the day. In case they cannot, we will re-schedule your delivery for the next available date by default, unless advised otherwise by yourself.

 

1f) We will not be liable to cover any additional costs resulting from the delivery failure, or be liable to pay compensation for the inconvenience. We will however do our best to re-schedule for a day convenient for you and can offer free weekend delivery (if available in your area).

 

2. Old Mattress Collection

 

2a) We offer old mattress disposal, which can be selected at the point of checkout, while picking your delivery method.

 

2b) The courier will arrange to collect the old mattress at the same time as delivering the new one. This cannot be arranged separately, unless a member of the OTTY customer services team confirms it, on a one-off basis.

 

2c) The courier will be able to collect the old mattress from the bedroom, but will not be able to take it from the bed. The mattress needs to be already off the bed for the couriers to collect it.

The courier will bring a special plastic bag to collect your old mattress.

 

2d) In special circumstances, where the drivers deem it unsafe to remove the mattress from the property due to obstructions on the way out, or other similar scenarios, the drivers may refuse to collect the old mattress.

 

2e) The couriers will operate a 2 man team when removing the mattress.

 

2f) The old mattress is recycled within a couple of days from collection and once removed from your property, cannot be returned.

 

3. Delivery General & Damage

 

3a) While delivering / collecting from your property, the drivers will operate with as much caution and attention as possible, to carry out their job in a safe and efficient manner. 

 

If the drivers damage any part of your property or home, it needs to be reported to OTTY and to the couriers, within a day. 

 

3b) The courier will carry an electronic PDA device (or a printed POD in some cases) which will require your signature at the point of delivery. The signature will usually include signing for the number of items highlighted on the PDA/POD.

The signature is a legal proof of receipt of the goods so if you think that the delivery is incomplete, you need to make the drivers aware at the point of delivery and make notes on the documents. Failure to do so and signing the documents for all the items, will complete our contract with you, providing all the items on the order have been signed for.

 

3c) For the above reasons, the recipient has to be over the age of 18.
In special circumstances where the only possible option for delivery is to be received by a minor, we require prior notice in writing from the person ordering the goods, or we might refuse to deliver & charge re-delivery costs.

 

3d) OTTY accept no liability for the conduct of the couriers used to complete the job.

  

4. Cut Off Time & Saturday Deliveries 

4a) Your order has to be placed before 2PM on a working day (Monday - Friday) to be processed and shipped the same day. Orders placed after that time, will be processed the next working day.

 

4b) For some areas, we offer a Saturday delivery service also which can be selected at checkout for a fee of £20.

4c) When you pick Saturday delivery service, we will automatically assume that you’re looking for delivery on the nearest Saturday. If you’d like to arrange delivery for a Saturday in advance, simply contact one of our team members via the online chat or phone and we will preset it for you.

 

5. Choose Your Delivery Date

To select a delivery date in advance, simply place your order and speak to one of our team members via the online chat or over the phone. We will be able to set it for you as far ahead as required, on a day convenient to you, to ensure you are able to receive the delivery.

 

6. Changes of Delivery Details

If you need to change your delivery details, simply speak to one of our team members via the online chat or over the phone.
Please note, that any changes to your delivery address may result in changes of your delivery date.

If you need to amend your delivery details the day before the scheduled delivery date, please note that the cut off time for these changes to be accepted and processed is 2PM on weekdays (Monday to Friday).

 

7. Leaving Your Delivery In A Safe Place or With A Neighbour

 

7a) When placing your order, you can leave us a note in the notes section, to leave your delivery in a safe place or with a neighbour. We need this in writing, to confirm that you take the responsibility in cases of damage or theft of the parcel(s).

 

7b) If you would like the couriers to leave your delivery in a safe place or with a neighbour after already placing the order, please speak to one of our team members via the online chat or over the phone to have this passed on to the couriers. However, your delivery will only be left in a safe place, if you confirm it in writing via email.

  

8. Deliveries When Purchased Using Credit 

 

8a) Any orders placed on our website for which payment is done via finance, will need to be delivered to the billing address at which the credit application has been registered to. This is due to the Credit Company’s security checks and there are no exemptions.

 

8b) If you have placed your order and want to change the delivery address, you can contact our credit company which will request some information from you, following which will advise us whether it is OK to amend the address. Please note that our team will not be able to change the delivery address for you without prior agreement from the credit company.

 

8c) We can put the delivery on hold until the address is approved with the finance company, if you contact our customer service team first.

 

 

Mainland UK Next Day Delivery

If your postcode qualifies for the Next Day Delivery, your delivery will be with you the next working day after your order has been accepted and processed by OTTY.
The cut off time for processing an order is 2PM Monday - Friday.
You will be advised of your 4 hour-time slot the evening before delivery via text or email. 

 

The day of delivery, this slot will be narrowed down to 2 hours.

 

Please note that these time slots are estimated only and can change due to traffic.

Our delivery is a Next Day delivery and the time slot is a guideline to help you predict delivery, however you will be liable if a delivery is missed, in case the delivery misses the ETA.

Parts of the order might be delivered separately, although we will aim to always delivery everything together.

 

Mainland UK Delivery within 72 hours

For postcodes including but not limited to Wales, Norwich, Ipswich and the South Coast of England, Keen & Able will deliver within 72 hours after your order has been accepted and processed by OTTY.

 

Different areas will have different delivery dates available, which will show at checkout when you provide your postcode. Please don't hesitate to get in touch with our customer services, should you have any questions.

 

You will be advised of your 4 hour- time slot the evening before delivery via text or email. 

 

The day of delivery, this slot will be narrowed down to a 2 hour time slot.

 

Please note that these time slots are estimated only and can change due to traffic.

 

 

North of England and South of Scotland

 

This delivery option is valid for every postcode north of York, Harrogate, Bradford, Burnley and Preston. The northernmost area this is valid for is Glasgow.

 

Delivery takes place every Tuesday and Saturday, depending on when you order or you wish to receive delivery.

You will be advised of your 4 hour- time slot the evening before delivery via text or email. 

 

The morning of delivery, this slot will be narrowed down to a 2 hour time slot.

 

Please note that these time slots are estimated only and can change due to traffic.

 

North of Scotland

This delivery option counts for all postcodes north from Glasgow, excluding the KW area.

Delivery may take up to 7 days after your order being accepted and processed by OTTY.

The couriers get in touch with you directly to book in a date suitable for you. 

The delivery will not take place, unless you confirm a date with the couriers.

You will be advised of your 4 hour- time slot the evening before delivery via text or email. 

 

The morning of delivery, this slot will be narrowed down to a 2 hour time slot.

 

Please note that these time slots are estimated only and can change due to traffic.

 

Northern Ireland, Republic of Ireland, Scotland:

This delivery option is valid for Northern Ireland and the Republic of Ireland. 

Delivery can take up to 14 days after your order being dispatched by OTTY.

The couriers get in touch with you directly to book in a date suitable for you. 

The delivery will not take place, unless you confirm a date with the couriers.

You will be advised of your 4 hour- time slot the evening before delivery via text or email. 

 

The morning of delivery, this slot will be narrowed down to a 2 hour time slot.

Please note that these time slots are estimated only and can change due to traffic.

  

Offshore: 

We currently do not deliver anywhere offshore apart from Ireland. Neither can we currently deliver to any postcodes starting with "KW".