Help Centre

Once your order is dispatched, the courier will send you a notification with the delivery date and tracking details, plus an estimated 2-3 hour delivery window the night before or early on the delivery day. Pre-order or backorder items are dispatched as soon as stock arrives and delivered the next working day; any arrival date we give is approximate and depends on there being no further delays. For an update on a specific order, contact us with your order number and postcode.

Once your order is dispatched, the courier will email or text you the tracking number and delivery date, so please keep your lines open. If you haven't received it, contact us with your order number and we can send the tracking details.

Our standard deliveries are Monday to Friday; we don't normally deliver at weekends.

Items in one order can come from different warehouses or suppliers, so they may arrive separately, each with its own courier notification. If part of your order hasn't arrived, contact us with your order number and we'll check with the courier and arrange the missing item.

Safe-place requests must be sent to us in advance so they can be approved and passed to the courier. By giving a safe place, you accept full responsibility for the items once they've been left there.

It depends on the item; the estimated delivery time is shown on the product page. Many Cuckooland items are sent directly from the supplier (often around 3-7 working days once the supplier arranges it), and pre-order items take longer. All times are estimates.

Yes. The available delivery dates are shown at checkout before you pay, so you can choose a weekday that suits you. Pre-order items can only be delivered once stock has arrived.

Yes. Contact us as soon as possible with your order number and preferred date, before the order is dispatched, and we'll ask the courier to rebook it.

Delivery is free to most of the UK, including mainland Scotland's cities and lowlands. The Scottish Highlands and Islands cost £30 and Northern Ireland £70. See deliveries and returns for the postcode list.

No, we only deliver within the UK. We can't deliver to the Republic of Ireland or Shetland.

We can't select or guarantee a delivery time; deliveries can take place any time between 7am and 9pm. The courier will give you an estimated 2-3 hour delivery window the evening before or early on the delivery day, and the driver will usually call or text about 30-45 minutes before arriving.

No. Removal and disposal of unwanted furniture or mattresses isn't included, so please arrange this yourself. We recommend waiting until your new order has arrived.

If a delivery fails, or you rearrange it too late, a £54 re-delivery charge applies. See deliveries and returns.

We're sorry about that. Please report any damage within 14 days of delivery and send us your order number, clear photos of the damaged part(s) and the packaging, and the part number from the assembly instructions. We'll then send a free replacement part or, for minor cosmetic damage, may offer a partial refund if you're happy to keep the item.

See deliveries and returns.

Yes. If it hasn't been dispatched, email customerservice@cuckooland.com with your order number and order date. If it has already been dispatched, a cancellation charge applies: £3.95 for small items, £11.95 for medium items and from £50 for large or heavy furniture. Made-to-order and personalised items can't be cancelled once ordered. See changing or cancelling an order.

Yes. You can cancel within 14 days of delivery and then have 14 days to send the item back. Items must be returned "as new": not assembled, modified or made to order. Email customerservice@cuckooland.com with your order number and photos of the item and boxes; you'll get a reply within 48 working hours. If you ask us to collect, a collection charge is deducted from the refund. Opened or used mattresses and pillows can't be returned for hygiene reasons.

Please check all the boxes first, then send us your order number and the numbers/letters of the missing parts from the assembly instructions. We'll send the missing parts free of charge.

Once your return has been inspected and approved, your refund is processed to your original payment method within 3 to 10 working days, depending on your card type.

We're sorry about that. Send us your order number and a photo of the item and the shipping label on the box. We'll arrange the correct item and ask the courier to collect the wrong one at no charge.

Most of our products come with a 12-month manufacturer's warranty. Email us with your order number, clear photos or a short video and the part number, and we'll investigate. Some faults need an inspection by the manufacturer. Damage caused during assembly or through misuse isn't covered.

Opened or used mattresses and pillows can't be returned for health and hygiene reasons. Unopened mattresses in their original packaging follow our normal returns procedure.

Assembly instructions are included in the box. If you've lost them or need a copy, contact us with the product name or order number and we can email them to you.

No, we don't offer an assembly service. Items are delivered flat-packed with assembly instructions. If you need help, you could use an independent flat-pack assembly company (we're not affiliated with any).

If the order hasn't been dispatched, contact us as soon as possible and we can change the item, size or colour (any price difference is payable). Once it has been dispatched it can't be changed, and you'd need to return it under our returns policy.

Please check your spam or junk folder first. If it isn't there, contact us with your full name, postcode and the email address you used, and we'll check the order and resend the confirmation.

Your invoice comes with your order confirmation email. If you need a copy, contact us with your order number and we'll email it to you. Please note that our own invoice can't be used as proof of export for a VAT refund.

No. You can check out as a guest and create an account later if you like.

Full dimensions are on the product page, in the specifications and the dimension diagram; all measurements are approximate. If the measurement you need isn't listed, contact us and we'll check with the manufacturer.

Each bed's product page states the mattress size it needs. Most of our beds take standard UK sizes (e.g. Single 90 x 190 cm, Small Double 120 x 190 cm), but some take continental sizes (e.g. 90 x 200 cm), so please check before ordering. Mattresses offered in a bed's mattress dropdown are suitable for that bed.

Each bed's weight limit is listed on the product page and includes the weight of the mattress. For bunk beds, the limit is per bunk. Please don't exceed the stated limit.

Beds are sold without a mattress unless the listing says one is included. Mattresses are an optional add-on you can select on the product page.

It depends on the bed; the recommended maximum mattress depth is given on the product page. For bunk beds, mid sleepers and high sleepers it is usually around 15-16 cm, so the safety rails stay effective.

Our shorty mattress size is 75 x 175 cm.

We accept debit and credit cards, PayPal, Apple Pay and Google Pay. Klarna, Clearpay and V12 Retail Finance are also available on eligible orders. The options for your order are shown at checkout.

Our system doesn't show why a payment failed, so please check with your bank or payment provider. You can also try clearing your browser cache and cookies, using another device or browser, or a different payment method. If money has been taken but you have no confirmation, contact us with your name, postcode, email address and the amount so we can check.

If you find the identical product for less at another UK retailer, in stock, tell us before you buy using our price match form. If we can match it, we email you a single-use code valid for 7 days. Marketplace, auction, clearance and trade prices aren't matched.

The top bunk of a bunk bed or high sleeper isn't suitable for children under 6 because of the risk of falls. Older children, teenagers and adults can use them as long as they are within the stated weight limit (including the mattress).

Our ottoman beds use gas struts (pistons) to help lift the base. If the lift sticks, place the mattress on the frame and apply gentle, steady pressure to compress the pistons, and check that the frame is properly aligned.

Only beds described as 'detachable' can be separated into individual beds. Other bunk and triple beds can't be split.

Trundle mattress size and depth vary by bed; check the product page. Some trundles stay at floor level and don't rise to make a larger bed, so check the description, or ask us about the specific bed.

Vacuum-packed mattresses can look smaller than the stated dimensions while compressed. Once removed from the packaging, give the mattress enough time to expand fully before measuring it.

Email customerservice@cuckooland.com or use our contact page. Emails are answered Monday to Friday, 9am to 5pm.

Out-of-stock items can often still be pre-ordered, using the estimated lead time shown on the product page. Restock dates are approximate and can change. Once stock arrives, pre-orders are dispatched straight away for delivery the next working day.

The product page shows current availability: in-stock items show next working day delivery, and out-of-stock items show an estimated pre-order lead time. Our website works on a first-come, first-served basis, so stock can't be reserved until you place an order.

The lead time on the product page is an estimate in working days (excluding weekends) from the date of your order. Stock can arrive earlier, or be delayed by factors outside our control. A lead time of 90+ working days means there's no confirmed restock date yet. We dispatch as soon as stock arrives.

If you checked out as a guest, the order won't appear in your account, even if you create an account later. Contact us with your order number and we'll give you an update.

Colours can look slightly different in photos because of lighting and screen settings. Where available, order a free fabric sample from the product page to see the colour in person.

If a sample is available, you can request it on the product page. If there's no sample option, or it won't add to the basket, the sample is currently unavailable or out of stock.

The materials are listed in the specifications on each product page. If you need more detail, contact us with the product name and we'll check with the manufacturer.

Our products come from different suppliers, with some made in Europe and others in Asia.

No. Once an item is discontinued, we can no longer provide fabric samples for it, but we're happy to suggest a similar product that is available.