Delivery Information

 

1. Two Man Deliveries 

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 7 AM and 9 PM.
You will need to advise which room they should deliver the mattress to, otherwise, they will leave it in the hallway.
They will not remove the old packaging or unpack the mattress for you, unless you request it before delivery.

You can also have your old mattress removed for a price displayed on the checkout page (if no price currently displaying, the fee will be £30).
Because the courier is specifically sent to your area to deliver and there are numerous previous confirmations of the date and time that the parcel will be delivered, if you are not home to receive the delivery and need to re-schedule, there will be a charge of £30.

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.
At checkout, you will be able to see different delivery options to choose from, depending on your postcode.


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.
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.
30 minutes before delivery, you will receive a call from the couriers to say they are on their way.

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

This service is free for the customer.

Please note that separate parts of the order might be sent separately. If you have ordered a mattress with free pillows, the pillows (or other free gifts) might be sent separately and on a different date. We will do our best to deliver them together where possible. 

 

 Mainland UK Delivery within 72 hours

For postcodes including but not limited to Wales, Norwich, Ipswich, the South Coast of England and the South of Scotland, Keen& Able will deliver within 72 hours after your order has been 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.
30 minutes before delivery, you will receive a call from the couriers to say they are on their way.

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

This service is free for the customer.

 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.
30 minutes before delivery, you will receive a call from the couriers to say they are on their way.

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

If currently no other price displaying, the fee for this service is £20.

 

Northern Ireland, Republic of Ireland, Scotland

This delivery option counts for the Scottish Mainland KW-Postcodes, Northern Ireland and the Republic of Ireland. Delivery can take up to 14 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.
30 minutes before delivery, you will receive a call from the couriers to say they are on their way.

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

If currently no other price displaying, the fee for this service is £50.

2. Offshore: 

 Isle of Wight, Isle of Man, The Orkney Islands, Isle of Lewis & Harris, The Channel Islands

For Offshore deliveries excluding Ireland, we use our alternative courier Tuffnells.
Tuffnells is a basic 1 man courier and therefore only delivers to your doorstep.
They deliver between 9 AM and 5 PM and no time slots will be given.
Delivery can take up to 7-10 working days after your order being accepted and processed by OTTY. 

If currently no other price displaying, the fee for this service is £50.

3. Cut Off Time & Saturday Deliveries

Your order has to be placed before 2 PM on a working day to be processed and shipped the same day. If you order after that time, the order will be processed the next working day.

For the majority of areas, we offer a Saturday delivery service also which can be selected at checkout for a fee of £20.

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.

Keen& Able deliver 7 days a week, however it is not possible to pre-book deliveries on Sundays or Bank Holidays.

 

4. Choose A Delivery Date

The order is accepted if placed before 2 PM on a working day, otherwise, it will be accepted the next working day. If the order is placed on a weekend or a holiday, it will be accepted and processed on the next available working day.

Holidays and any disruptions with the delivery service will be displayed on our website when relevant.

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 preset it for you as far ahead as required.

 

5. 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 weekdays 2 PM

 

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

When placing your order, you can leave us a note in the given section, if you would like your delivery to be left in a safe place or with a neighbour. We need this in writing, as the customer is taking the responsibility in cases of damage or theft of the parcel(s).

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.

  

7. Deliveries When Purchased Using Credit 

Any order made on our website for which payment is done under credit terms 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.

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.

 

8. Late or Missed Delivery

Although over 95% of our deliveries arrive on time on the date specified, some deliveries can be delayed or missed due to a number of factors, usually ones we can not predict or prevent.

In case our delivery is late or has been re-scheduled for another day, our customer services team will aim to contact you as soon as possible and discuss the options with you.

Sometimes, a delay may result in the courier having to deliver the goods on the following day. If this is the case, we will call you to find out if next day delivery is possible and where required, offer free Saturday delivery to prevent any more time having to be taken off work.

We will not offer any compensation for time taken off work in case a delivery has been delayed. While we can sometimes work out a quicker solution or offer special treatment for delays with your delivery caused by a mistake on ours or our couriers' behalf, we can not be held responsible for delays caused by unpredictable scenarios like traffic jams, extreme weather conditions, accidents or van breakdowns. In all cases of a delivery being delayed, we will do our best and work with our couriers to get the goods to you at the nearest possible and convenient time.

We recommend you do not throw away your current mattress until our mattress has been delivered and set up. Any inconvenience due to the disposal of your mattress prior to our mattress delivery, then our delivery being delayed, will not be compensated.

Additionally, we reserve the rights to deliver any free gifts separately from the mattress, which could mean the delivery for those items would have to happen on a different date. If this is the case, we can deliver the free gifts to any other address for your convenience.