Delivery Policy

Last updated: 15 September 2026

At Brindlew we want you to know where your order is from the moment you place it. This policy applies together with our Returns & Refunds Policy — please read both before you order.

Quick guide

• Delivery cost: free on all UK orders, with no minimum spend.
• Processing: 1–3 working days. Delivery: 3–5 working days. Total: 4–8 working days.
• Tracking: provided on every parcel.
• Cancellations: only within 5 minutes of ordering — orders are processed automatically after that.
• Returns: unopened, sealed items only; international, to our returns centre in the United States, at your own cost.

1. Delivery timeframe

Processing — the time from your order being confirmed to the parcel leaving the fulfilment centre — takes 1–3 working days. Delivery with the courier takes an estimated 3–5 working days, so allow 4–8 working days in total. Orders are processed Monday to Friday, excluding UK public holidays; an order placed at the weekend starts processing on Monday. During busy periods, sales and the run-up to Christmas, processing can take up to 2 additional working days.

Delivery estimates are estimates based on courier performance, not guaranteed dates: courier disruption, adverse weather, bank holidays and customs inspections can push them out. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — section 7 explains what we do when a parcel is late or lost.

2. Where we deliver and what it costs

We deliver within the United Kingdom only. If an order is placed for delivery outside the UK, we'll cancel it and refund you in full. Delivery is free on all orders — no minimum spend, no charges added at any stage, and nothing collected on delivery.

3. Large items

Mattresses, toppers and larger bundles are sent roll-packed or vacuum-packed where possible, so the parcel is smaller than the product inside, and are delivered to your door or building entrance. Keep the packaging until you're sure you're keeping the item — sealed items can only be returned in their original, unopened packaging (see our Returns & Refunds Policy).

4. Order confirmation and tracking

You'll receive an order confirmation immediately, and a dispatch email with your tracking number once the parcel leaves the fulfilment centre. Allow 2–5 working days for the first scan to appear — a tracking page that hasn't updated in the first days is normal, not a sign that something has gone wrong — and it's common for a parcel to sit without updates for a few days while it travels between courier hubs. If your tracking hasn't updated for 10 working days, contact us and we'll check with the courier.

Items are dispatched from the fulfilment centre that holds them, so an order with several items may be sent in separate parcels on different days, each with its own tracking number and email, at no extra charge. Part of your order arriving later than the rest isn't a missing item — please wait until all tracking numbers show delivery before contacting us about a missing product.

5. Cancelling or changing an order

Every order is passed to our fulfilment centre automatically and enters processing within minutes. For that reason an order can only be cancelled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. Please check your items, sizes, firmness options, quantities and delivery address carefully before you confirm.

To cancel within the 5-minute window, email support@brindlew.com straight away with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and every cancellation is confirmed by us in writing. Requests that reach us after 5 minutes can't be processed as cancellations — including if you've changed your mind, found the item elsewhere or are worried about the delivery time — and we'll send you our return instructions instead.

The processing time in section 1 is the time the fulfilment centre needs to prepare your parcel; it isn't a period during which the order is on hold.

If you no longer want your order, you can return it after delivery under our Returns & Refunds Policy, provided the items are unopened and sealed. Returns are international shipments to our returns centre in the United States and are at your own cost. Refusing or not collecting the parcel doesn't cancel the order (see section 6).

6. Your delivery address, uncollected and refused parcels

Please check your address carefully before completing your order — an incorrect or incomplete address is the most common cause of a delayed delivery. Include any flat number and postcode, and add a phone number for the courier. Address changes are only possible within the 5-minute window in section 5; after dispatch, couriers can't redirect a parcel.

Parcels that can't be delivered because the address was incorrect or incomplete, or that aren't collected from a pickup point within the courier's timeframe, are returned to the courier's origin facility. This isn't a cancellation or a return. Once the parcel has reached the fulfilment centre again we can re-ship it at cost, or refund the order minus the courier's charges for the failed delivery and return.

Refusing a parcel at the door doesn't cancel your order, and isn't treated as a return: refused parcels go to the courier's origin facility rather than to our returns centre and often can't be recovered, so a refund can only be considered once a parcel has actually been received back. If you no longer want your order, please accept the delivery and follow our Returns & Refunds Policy.

7. Delayed deliveries

Check your tracking first — it's common for a parcel to sit without updates for a couple of days in transit. If tracking has stopped moving for 10 working days, or your parcel is more than 7 working days past the estimated delivery window, contact us with your order number. We'll raise the enquiry with the courier ourselves, which can take up to 10 working days. If the courier confirms the parcel is lost, we'll send you a replacement free of charge; a refund is only issued if a replacement is no longer available.

8. Parcel shows as delivered but hasn't arrived

Check the usual places first — neighbours, household members, a porch, a communal entrance or building management — and review the courier's proof of delivery; couriers sometimes scan a parcel shortly before the final handover. If it hasn't appeared, contact us within 7 days of the delivery scan so we can open an investigation with the courier. We look into every case; where the courier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the courier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, section 11 applies.

9. Damaged parcels

If your order arrives damaged — a torn outer bag, water damage, marks on the contents — keep all packaging and email us within 3 working days of delivery with your order number and clear photographs of the parcel, the shipping label and the item. We need the photos within this period because the courier's own claim window is just as short; we're unable to accept claims without photos or after 3 working days. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, section 6).

10. VAT and duties

All prices are shown in pounds sterling and include VAT at 20%. The total at checkout is the total you pay — no customs charges or import fees apply to UK deliveries.

11. Shipping Protection

Shipping Protection is an optional service you can add to your order at checkout. It covers your parcel against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge.

The Shipping Protection fee is non-refundable once your order has been dispatched — including if you return the order, or part of it, later. It is only refunded when an order is cancelled within the 5-minute window in section 5.

12. Customer service

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (local time). Closed on Saturdays, Sundays and bank holidays. We reply within one working day.
Email: support@brindlew.com