Mattress Delivery and Accessories Information

Delivery Information

  1. Two-man deliveries
  2. a) For all mainland UK deliveries, we use Keen & Able’s two-man courier service. We offer a host of different delivery service options, all of which will be delivered between 7am to 9pm. These services are:

 

  • Standard Delivery, between Mon-Fri, delivered to door. Free
  • Premium Delivery, packaging disposal, delivery to room of choice. £10.00
  • Premium Delivery with old mattress collection, packaging disposal and delivery to room of choice. £40.00

 

We do also offer Saturday deliveries to some areas of the UK for an extra charge.

 

  1. B) If room-of-choice option is selected, you need to state to the couriers which room of the house you’d like the couriers to deliver the mattress to, otherwise they may leave it in the hallway. If selected at the checkout, the courier team will remove the old packaging and unpack the mattress.

 

  1. C) After you have purchased, you will receive an email which links you to an external diary system or offer a choice of delivery dates. This will allow you to select your preferred delivery date (depending on the dates the courier team are in your area). If a date hasn’t been selected in five days, you’ll be given an automated delivery date. This email is sent shortly after the order has been dispatched. A map and postcode matrix can be found below:

 

Area 1 - Delivery Monday to Friday (Saturday available for an additional cost)

AL, B, BB, BD, BL, BR, CR, CV, CW, DA, DE, DY, E, EC, EN, HA, HD, HG, HP, HX, IG, KT, L, LD, LE, LS, LU, M, MK, N, NG, NN, NW, OL, OX, PL, PR, RM, S, SA, SE, SG, SK, SL, SM,ST, SW, TR, TW, UB, W, WA, WC, WD, WF, WN, WS, WV.

 

Area 2 - Delivery on Tuesday & Friday

BN, CB, CM, CO, CT, IP, LD, ME, NR, PE, RH, SA, SS, TN.

 

Area 3 - Delivery on Saturday

CA, CH, DG, EH, FK, FY, KA, LA, LL, ML, SY, TD, TF.

 

Area 4 - Delivery on Sunday

AB, DD, IV, KW, PA, PH.

 

Area 5 - Delivery on Monday & Thursday

BA, BH, BS, CF, DT, EX, GL, GU, HR, NP, PO, RG, SN, SO, SP, TA, TQ, WR.

 

Area 6 - Delivery on Tuesday & Saturday

DH, DL, DN, HU, LN, NE, SR, TS, YO.

 

Area 7 - Delivery on Wednesday & Saturday

G, KY.

 

  1. D) If you’re not able to make your selected delivery date, contact OTTY (via the online chat system at otty.comor 0113 3202 490) or Keen and Able direct (0330 120 0442) as soon as possible and select another date. Failure to do so and a wasted courier journey may incur a redelivery charge of £30.

 

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

 

  1. F) In the event that a delivery cannot be made on the scheduled day (either due to the fault of the couriers or an event outside OTTY’s 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 reschedule your delivery for the next available day by default, unless advised otherwise by yourself.

 

  1. G) 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 reschedule for a day which is convenient for you and can offer free weekend delivery (if it’s available in your area).

 

  1. Old Mattress Collection
  2. A) We offer old mattress disposal, which can be selected at the point of checkout.

 

  1. B) 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 service team confirms it on a one-off basis.

 

  1. C) The courier will be able to collect the old mattress from any room of the house, but the mattress needs to be off the bed for the couriers to collect it and they will not be able to take it from the bed frame (unless in exceptional circumstances). The courier will bring a special plastic bag to collect your old mattress.

 

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

 

  1. E) The couriers will operate a two-man team when removing the mattress

 

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

 

  1. G) The mattress needs to be in a good condition for the courier team to pick it up (unsoiled and dry).

 

  1. H) The mattress can be picked up from a safe place, but it needs to be dry, in a good condition and safe from elemental conditions.

 

  1. Delivery, General and Damage
  2. A) 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.

 

  1. B) If the drivers damage your property or home, it needs to be immediately reported to the couriers. However, if the damage is noticed after delivery has occurred, please contact either OTTY (cs@otty.com/0113 3202490) or Keen and Able (0330 120 0442) within 24 hours with pictures and evidence, and the claim will be processed.

 

  1. C) The courier will carry an electronic PDA device (or a printed POD) which will require your signature at the point of delivery. The signature will usually include signing for the numbers of items highlighted on the PDA/POD.

 

This signature is legal proof of receipt of the good 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 delivery. 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.

 

  1. D) 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 and charge redelivery costs.

 

  1. E) OTTY accept no liability for the conduct of the couriers used to complete the job.

  

  1. 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.

 

  1. Choose Your Delivery Date

To select a delivery date in advance, simply place your order and speak to the customer service team 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.

 

  1. Changes of Delivery Details
  2. A) If you need to change your delivery details, simply contact customer service 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.)

 

  1. B) If ordered via DivideBuy, the order needs to be amended directly through DivideBuy (T: 0800 085 0885, E: Hello@dividebuy.co.uk)

 

  1. C) 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 1PM on weekdays (Monday to Friday).

 

  1. Leaving Your Delivery in A Safe Place or With A Neighbour

We can leave the parcels with a neighbour or in a safe place, only after written permission and instruction from the email which is registered to the order. We will not be held responsible for the items being left safe sustaining damage or lost, after previous instructions to leave them there.

 

  1. 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 the finance 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 place the delivery on hold until the address is approved by the finance company, if you contact our customer service team first.

 

Further delivery information

Northern Ireland and Republic of Ireland

We use a third=party delivery service to deliver to Northern Ireland and Republic of Ireland, and delivery can take up to 14 days after your order being dispatched.

 

Once the mattress has arrived in NI/ROI, the couriers will get in touch with you to book the mattress in for a delivery date suitable to you. Delivery will not take place unless you confirm a date with the couriers.

 

Further information

For specific postcode delivery dates, please see the below:

Click here to view the map with all post code delivery data.

Area 1 - Delivery Monday to Friday (Saturday available for an additional cost)

AL, B, BB, BD, BL, BR, CR, CV, CW, DA, DE, DY, E, EC, EN, HA, HD, HG, HP, HX, IG, KT, L, LD, LE, LS, LU, M, MK, N, NG, NN, NW, OL, OX, PL, PR, RM, S, SA, SE, SG, SK, SL, SM,ST, SW, TR, TW, UB, W, WA, WC, WD, WF, WN, WS, WV.

 

Area 2 - Delivery on Tuesday & Friday

BN, CB, CM, CO, CT, IP, LD, ME, NR, PE, RH, SA, SS, TN.

 

Area 3 - Delivery on Saturday

CA, CH, DG, EH, FK, FY, KA, LA, LL, ML, SY, TD, TF.

 

Area 4 - Delivery on Sunday

AB, DD, IV, KW, PA, PH.

 

Area 5 - Delivery on Monday & Thursday

BA, BH, BS, CF, DT, EX, GL, GU, HR, NP, PO, RG, SN, SO, SP, TA, TQ, WR.

 

Area 6 - Delivery on Tuesday & Saturday

DH, DL, DN, HU, LN, NE, SR, TS, YO.

 

Area 7 - Delivery on Wednesday & Saturday

G, KY.