Frequently Asked Questions
Before contacting our customer services team you may find the answer to your query below. If none of these questions are relevant to your query, please contact us directly.
- How do I place an order?
- Will I receive an order confirmation?
- How do I track my order?
- When will my order be delivered?
- Do I need to sign for my delivery?
- What happens if I am not in when you try to deliver?
- Can I change my delivery address?
- What is your cancellation/returns policy?
- How do I contact TJ Hughes?
- How safe is the TJ Hughes website?
- How do I create an online account?
- Am I covered for software faults on my item?
How do I place an order?
Once you have chosen your selected item(s) and added them to your shopping basket, you can begin the checkout process by clicking on the ‘Shopping Basket’ link at the top right of the screen. You will then be taken to the shopping basket page, in which you can review and edit your purchase details prior to entering checkout.
You can proceed to checkout by clicking on ‘Checkout Now’. If you are a new customer, you will then be asked to enter your name and a valid email address. If you have previously registered for an online account with us, you can enter your login details at this stage to proceed straight to the payment details page.
When you are ready to complete your order, click the ’Make Payment’ button and wait for your onscreen confirmation. If your payment has been made using a Visa or MasterCard, your card issuer may also request that you complete a 3D Secure form for additional security. Please note that your card issuer will not authorise payment until these details have been entered. Any details entered at this stage will be between yourself and your card issuer and this information will not be seen or captured by TJ Hughes.
You will be sent a confirmation email shortly after your order has been placed successfully.
If you receive an order failure message on screen, this is most likely to be due to the payment details not matching what your card issuer has on record for the card used. All first orders placed on our website can only be sent to the card holders registered billing address, so please ensure that these details are entered correctly before placing your first order attempt.
Please be aware that your card issuer may reserve the funds for any failed transactions in a holding account for up to 10 days. Multiple failed attempts may therefore result in multiple reserved amounts.
If you would like help placing an order or have any other questions, please contact our customer service team on 0845 605 1912. Lines are open 9.00am to 5.00pm Monday to Friday.
Will I receive an order confirmation?
All successful website orders will be sent a confirmation email shortly after the order has been placed. Please note that your order will be confirmed as accepted once despatched from our distribution centre. A further email will be sent to you confirming that this has been done.
If there are any problems with your order we will e-mail you to advise at the earliest opportunity. Please check your e-mail account for any further communications before contacting our customer service team.
How do I track my order?
For most standard delivery items, an email will be sent at point of despatch which will contain tracking information for your consignment. If you do not receive this email, this will most likely mean that your items are being sent direct from the supplier. A delivery attempt will be made within the lead times advised on the product description. If you are unavailable to receive your delivery, a further delivery attempt will be made on the next available working day. A card will also be left with the couriers contact details, should you wish to arrange a more convenient day.
When will my order be delivered?
Our standard delivery service operates between 7.00am to 7.00pm Monday to Friday. You will be notified of your order being despatched via email, usually within 3 working days of the order being placed.
We aim to deliver most items within 7 working days of an order being placed. Some products have an extended delivery time as they are delivered direct from the manufacturer and the estimated delivery time for these items will be indicated on the product description.
Do I need to sign for my delivery?
Yes, a signature is requested on delivery.
What happens if I am not in when you try to deliver?
If you are not in when our couriers first try to deliver, a further delivery attempt will be made on the next available working day. A card will also be left with the couriers contact details, should you wish to arrange a more convenient day.
Can I change my delivery address?
For security reasons we cannot change a delivery address once an order has been placed.
What is your cancellation/returns policy?
Once your order is placed you have the option of cancelling your order by contacting us directly either by emailing us at firstname.lastname@example.org or via telephone on 0845 605 1912. Our cancellation line is open from 9.00am to 5.00pm Monday to Friday.
Once you have received your goods, you have 28 days in which to cancel your order and return the goods for a full refund of the purchase price. We will refund your original delivery charges only where an item is deemed to be faulty/damaged, but not where an item is simply unwanted.
If you would like help with returning your goods we can arrange for them to be collected and the charge for this will be deducted from your refund. The standard charge for this service is currently £10.00 however this amount may increase if you are returning a particularly large/heavy item, please refer to our terms and conditions for detailed pricing.
Further details and accurate price listings for this service are available upon request. Please contact us on the above details if you require any further information.
In order for TJ Hughes to continue to offer great products at great prices, we will only cover the delivery cost to return an item if it is deemed to be faulty or unfit for the intended purpose. If the cost of returning your faulty item is in excess of £10.00 please contact us and we will arrange a free collection as we cannot offer a postage refund above this amount.
We recommend that you obtain proof of delivery for any item that you return as faulty, as this will be required in the event that your parcel does not reach us.
In an instance where a parcel does not reach us and proof of delivery cannot be produced, we regret that we will be unable to offer a refund.
All our courier collection services operate on a Mon-Fri rota, and we regret that it will not be possible for us to offer a weekend collection service, irrespective of circumstance.
Your statutory rights remain unaffected
How do I contact TJ Hughes?
For in store stock availability, or queries related to our stores, please click here to find details of how you can contact your nearest store directly, or telephone 0845 605 1912
For website or online purchase enquiries, please use the form in our contact us page or telephone us on 0845 605 1912. Lines are open 9.00am - 5.00pm Mon to Fri.
How safe is the TJ Hughes website?
The TJ Hughes website uses high-level SSL encryption technology, currently the most advanced security software available for online transactions. All transactions are taken through a secure server using the payment merchant Secure Trading. We are fully PCI compliant and our customers privacy and online safety is of paramount importance to us.
How do I create an online account?
You can register for an online account with us by clicking on the ‘My Account’ link at the top of the screen. Alternatively, you will also be asked if you wish to register for an account with us upon successfully completing the checkout process.
Your online account can be used to speed up the checkout process for future orders. Registering for an account with us will also enable you to have future purchases sent to an alternative delivery address of your choice.
For added security we never keep or view your card details so this cannot be pre-filled automatically.
Am I covered for software faults on my item?
Your Guarantee only covers hardware faults on the goods; lack of connection etc is not covered under the returns policy and we advise you contact the relevant helpline number.
Sleep Design FAQs
- I have not received my free mattress cover?">
- Do you take beds away?
- I have not received my free pillows/quilt?
- What is the Mattress and Bed Frame Guarantee?
- How long should I leave the mattress before use?
- Do I need to turn the mattress?
- Is the cover machine washable?
- Can the foam be washed?
- Can I use an electric blanket with the mattress?
- What is Maxicool Technology?
- Weight Limits?
I have not received my free mattress cover?
The Maxicool cover comes fitted to your mattress.
Do you take beds away?
Unfortunately, we are unable to provide a service to dispose of your old product, however, most local councils will off a disposal service for a small fee.
I have not received my free pillows/quilt?
Some of our purchases are supplied with a free gift, this may be supplied on a separate delivery to the main purchase.
What is the Mattress and Bed Frame Guarantee?
We are pleased to offer a ten year manufacturer's guarantee on the mattress and a one year manufactures guarantee on the bed frame. Both can be redeemed on the provision a receipt is produced as proof of purchase. This guarantee covers all manufacturing faults that may occur on the mattress during this period, on these rare occasions, in order to rectify any faults that may occur the goods may need to be inspected. Any questions or queries regarding what is covered can be discussed directly with Sleep Design.
How long should I leave the mattress before use?
From opening and unrolling your mattress, it will retain its full shape and size in approximately 12 hours. We recommend however leaving the mattress for up to 48 hours prior to use. A slight odour is normal upon opening foam mattresses this is harmless and will disperse in 24 hours.
Do I need to turn the mattress?
The mattress should not be turned over. Rotating the mattress from the top to the bottom of the bed is recommended from time to time.
Is the cover machine washable?
The mattress cover is machine washable using a gentle 40 degrees or lower programme. Please dry naturally or on a cool tumble dry setting.
Can the foam be washed?
No, if a spillage does occur the excess should be sponged off and the mattress should be allowed to dry naturally.
Can I use an electric blanket with the mattress?
We do not recommend using any electric blanket with the mattresses; as the direct heat over extended periods of time may damage it.
What is Maxicool Technology?
Maxicool technology is the original temperature regulating technology maxicool materials balance your temperature through the use of patented microencapsulate Thermocules TM that absorb and store excess heat, releasing it when you need it most.
As standard the beds do have a weight limit, for double and king size beds this Is between 30-35 Stone.