If you’re not happy with something you receive from us for any reason, you can return your order (including sale and clearance items) as long as they are complete, unused, unwashed or unassembled, in a saleable condition and within 30 days of receipt.

Products must be kept in their original packaging.

Your statutory rights are not affected.

We are not able to refund any postage charges for part of the orders returned.

Which items cannot be returned?

The following items cannot be returned:

  • Orders delivered more than 30 days ago
    • Any order returned after more than 30 days without authorisation from GLTC Customer Care may be retained by GLTC without refund or replacement.
  • Any personalised products (e.g. beanbags)
    • Exceptions being if the product or the personalisation is faulty.
  • Duvets and Pillows
    • If used, for hygiene reasons, we cannot accept any returns.
  • Assembled Furniture
    • Self-assembly items which have been assembled or part-assembled are excluded unless faulty (see ‘what if the item is faulty?’ below).
    • We cannot accept the return of items that have been used, damaged in use, or altered i.e. extra holes drilled or cut.
  • Wallpaper Rolls - We cannot offer a refund if the packaging has been opened or damaged.
  • Products without original packaging:
    • Returns which are not in their original packaging or not in a saleable condition may qualify for 50% of the original value paid.  Please contact prior to returning such goods.
  • Orders without a completed returns form - download one here.
  • Any GLTC product bought from a partner retailer, or any other website except - Please return to the store or site where the original purchase was made.

Please note:

  • Refunds will be made back onto the original card which payment was made.
  • All products will be inspected prior to refunds issued so ensure they are not damaged or soiled.
  • Please note we do not accept responsibility for furniture incorrectly assembled or decorated by a third party. We are unable to reimburse decorator/builder costs.
  • If an item returned brings the value of your order below an offer threshold or the threshold for free delivery, your refund will be adjusted to reflect that the offer is no longer valid.


What if my goods are faulty?

If you have identified a fault within 30 days of purchase:

  • You have 30 calendar days to report faulty items for a refund or replacement.
  • In the event your order arrives damaged, please take photos and/or video of the fault, and email us our customer services team will help resolve your issue as soon as possible.
  • In the event an item is faulty, please contact us at, and we will arrange a replacement or refund. In some cases, we will advise that you dispose of the faulty item.
  • We have quality check processes in place to ensure we always send out your order in boxes that are in a good, undamaged, condition. In the event your order packaging does not appear to be in good condition upon arrival, please inspect the goods as in most cases the contents are fine. In the rare case your order is damaged, please take photos and email us so we can initiate an investigation with the courier and send out replacement parts as soon as possible.

If a fault develops after the 30 day return period:

  • Please contact Customer Care via email at so we can discuss the fault with you and agree a resolution.
  • In most cases we will require the following before arranging a refund:
    • Order Number (found on your email confirmation or by logging into your GLTC account)
    • Batch code for the faulty product(s).
    • Clear images of the fault

Can I return an item I received as a gift?

Unfortunately we are unable to return gifted items.

Can I exchange an item?

Unfortunately, we are currently unable to process exchanges but you can return your item to us and place a new order to receive the item of your choice.

To return an item please follow the steps stated in ‘How do I return something?’.

I have lost my delivery note

You can download a return form here. Please include your order number to ensure your refund is processed.

How long will it take for my return to be processed

We aim to refund your item within 5 working days of receipt at our warehouse, but please note that it may take up to 10 days for goods to get to us through the carrier networks. Once the order is refunded you will be notified by email.


When returning goods (other than beds and mattresses, see below) from within mainland UK and Northern Ireland (this excludes the Republic of Ireland, EIRE and the Channel Islands):

  • For unwanted items, you will need to arrange collection & return at your own cost. We recommend using 'Parcel Monkey' or 'Parcel to Go' to compare costs for multiple courier companies and to book your collection.
  • Unwanted items must be packaged in the original packaging, unused, and in a saleable condition. In the very rare case, your chosen courier damages the order upon returning it back to us, you must claim with your chosen courier. We recommend you take photos of the item prior to it being taken by the courier as proof.
  • Items not received back in good condition may not be refunded in full.
  • Refunds are made within 14 days of the item being returned to us.
  • Refunds are made back to the account you paid with. This usually takes 3-5 working days to go back into your bank account.
  • Please note that mattresses, pillows and duvets are exempt from distance selling regulations due to their intimate nature. Any mattresses or pillows that have been unsealed will be deemed as having been used. If your mattress is faulty, please contact our customer services team and we will organise a refund or replacement.

          Please return goods to:

          Transpennine 200,
          Charles House,
          Pilsworth Road,
          OL10 2TA

  • To arrange a return of beds or mattresses, please contact to arrange a collection.
    • Please note it can take up to 8 weeks to be collected, depending on location.
    • We cannot accept the return of assembled, used or soiled items, or beds damaged post delivery.
    • We are unable to refund any assembly charges after 30 days.
    • If a fault develops during use, please contact our customer care team as above.
    • The returns policy does not affect the 5 year warranty on beds and mattresses (on orders placed after 5th September 2018), full terms available here.
    • If you are returning a mattress due to the comfort sleep trial, please see separate terms here.
  • To arrange a return of furniture, please contact to arrange a collection.
    • Please note it can take up to 8 weeks to be collected, depending on location.
    • We cannot accept the return of assembled items or items damaged post delivery.
    • We are unable to refund any assembly charges after 30 days.
    • If a fault develops during use, please contact our customer care team as above.

If you are returning goods from outside of mainland UK, please refer to International Delivery.

If you need any help or advice about the best way to return items to us, please feel free to contact our customer services team by sending an email to