Plain English
Credit/Debit Card Security
Your Privacy
Prices
Product Descriptions
Payment
Delivery
No Quibble Guarantee
Guarantees
Order Cancellations
Returns
Customer Services, Enquiries and Contact Address
Customer Complaints
We do not agree with hidden small print, overcomplicated terminology or legal jargon that neither you nor we fully understand. We are great believers in plain English and have tried to word our terms and conditions accordingly.
These terms and conditions apply to extracomfort.co.uk and constitute a binding contract between extracomfort.co.uk (us/we/our) and its customers (you/your) which applies to all purchases of products from us and the language relating to all aspects of this contract is deemed to be English. This contract shall be governed and construed according to English law and any disputes and proceedings shall be subject to the jurisdiction of English courts only.
Security is our highest priority and we would like to reassure you that this website is fully secure. Please e-mail us at security@extracomfort.co.uk should you have any questions or queries about the security of this web site.
Your privacy is of great concern to us. We are fully aware of the problems that nuisance junkmail and random phone calls create.
We therefore undertake to collect information about you, only to enable us to process your order in the most efficient way and provide you with the best possible service.
We will only collect your information lawfully and in accordance with the data protection act of 1998.
We do not sell, share, rent or otherwise disclose your information to any third party.
We will ask for your permission to use your information to provide you, from time to time, with product information from our company only and only by either e-mail or post.
Should you refuse permission; no further information will be provided to you.
In any event, we undertake never to call you in order to promote or advertise our products.
We will collect the following information from you:
Your name and address
Delivery address (if different)
E-mail address
Telephone number
We do not send random marketing emails to personal email addresses (spam).
Cookie Information:
Cookies are small bits of text used by a browser to store information on your computer's hard drive. Each cookie can only be read by the web server that originally issued it. Cookies cannot profile your system or collect information from your hard drive. Most On-Line retailers use cookies.
Extracomfort.co.uk uses Cookies to let us know you are a prior customer and thus you will not need to re-enter certain information every time you shop at the site. We do not use cookies to store credit card numbers, address information or any other personal information.
Cookies in the browser must be enabled in order for the Cart to work
properly. We only keep the user's customer ID and their Cart ID. Also,
as soon as an order is completed or the customer logs out, even that
small amount of data is deleted.
All our prices include VAT at the current rate, and unless otherwise stated, are inclusive of delivery costs .We reserve our rights to alter prices without further notice.
We take the utmost care to ensure that our product descriptions and other information provided (including pictures) are as accurate as possible.
However, we cannot accept any liability for unintended inaccuracies or errors.
Colours may slightly vary due to the limitations of computer technology.
The product descriptions and/or information provided on our website do not constitute an offer to contract or enter into an agreement.
Product description and information are subject to change without prior notice.
All descriptions and information are provided in good faith and cannot be relied upon as medical advice or opinion. If in any doubt, please consult your GP.
Orders are accepted at our discretion only and we deserve our right to decline orders without giving any further reason.
PaymentWe accept all major credit cards/debit cards.
Barclays processes all
credit/debit card payments and their terms and conditions form an integral
part of our terms and conditions. Please
click here for further information.
For telephone orders please ring (U.K.) 0845 056 5454. Our lines are open Monday to Friday, 9am to 5pm.
We also accept payment by cheque. Please fill in your order details in the usual way, complete and print the order confirmation page and sent together with your cheque to
Extra Comfort Ltd
Accounts Department
9, Kingsway
Altrincham
Cheshire
WA14 1PJ
Please make cheques payable to Extra Comfort Ltd. From the date of receiving your cheque, please allow for 5 working days for your funds to clear.
Your orders can only be dispatched if payment has been received and cleared.
DeliveryFree delivery for all items to mainland England, Scotland, Scottish Highlands, Wales, Northern Ireland and the Republic of Ireland. On request free Saturday delivery for all standard and bespoke memory foam mattresses and overlays, unless otherwise stated. Please email deliveries@extracomfort.co.uk or write to us.
We deliver to all of Europe. Please e-mail deliveries@extracomfort.co.uk for delivery charges.
Your shopping basket will display the estimated delivery period which is normally 2-5 working days after order confirmation. Should we be unable to deliver within this time period, we will advise you accordingly and you are within your rights, after receiving such an advice, to cancel your order.
Our special couriers and Parcelforce guarantee next day delivery after pick up from our warehouse. For deliveries to Scottish Islands and Channel Islands please contact us or email to deliveries@extracomfort.co.uk.
Items send by First Class Recorded Post will usually arrive within 24 hours.
All our memory foam mattresses and some of the memory foam overlays are delivered by special courier and must be signed for at the delivery address. Mattresses and overlays cannot be left unattended. In case of an unsuccessful delivery our courier will return for a second attempt to deliver, usually the next working day. Should this prove to be unsuccessful again, the goods will be returned to our warehouse and it will be your responsibility to arrange for collection at your expense. Regretfully, due to the return costs to our warehouse, an extra charge of £45 will apply and we cannot release the goods until you have paid this extra charge in full.
In case of an unsuccessful delivery by Parcelforce or First Class Recorded Post a note will be left at the delivery address informing you of the event. Those items can usually be collected at your local sorting or post office. Collection is entirely your responsibility.
It is possible that the delivery time for bespoke items may be longer than 2-5 working days. We will advise you of the approximate delivery time once your order has been confirmed.
Should you have any questions or queries about delivery, please e-mail deliveries@extracomfort.co.uk, write or telephone us.
We appreciate that orders are sometimes placed in a hurry or without giving enough consideration to the item ordered. We have all done this. We therefore undertake the following:
SHOULD YOU NOT BE HAPPY FOR ANY REASON WHATSOEVER WITH THE PRODUCT
YOU HAVE ORDERED, PLEASE RETURN IT TO US WITHIN 14 DAYS FROM PURCHASE
AND WE WILL ISSUE YOU A FULL REFUND!
The refund will be made within 10 working days after we have
received your return..
Our “No Quibble Guarantee” is subject to the following only:
- The returned items must be unused and unmarked
- Items must be returned to the address shown on the delivery note.
The return address is:
Extra Comfort Ltd.
Hope Mill
5th Floor
113 Pollard Street
Manchester
M4 7JA
Returns can only be accepted during working hours (9-5) and during working days (Monday to Friday). -
You are responsible for the delivery costs to our warehouse
- Please keep proof of posting until we receive your return, as we can not be held responsible for goods lost in Transport.
OUR "NO QUIBBLE" GUARANTEE DOES NOT APPLY TO ANY BESPOKE OR PERSONALISED ORDERS.
Again, we believe in making life easy and language plain. Rather, as a lot of retailers and manufacturers do, by offering you guarantees on sliding, increasing or decreasing scales, our guarantees are plain and simple.
All our products are guaranteed and cover you against defects and faulty workmanship. All guarantee periods are clearly shown on the relevant product description.
You will need to notify us either by e-mail guarantee@extracomfort.co.uk or in writing contact us if the goods received are faulty, clearly stating the nature of the problem and if you wish to receive an exchange or a full refund. Notification by telephone cannot be accepted.
We will collect the goods at our expense from you within 7 working days and either exchange the faulty item or issue you a full refund within 21 working days from receipt of your notification.
In the unlikely event of our goods being faulty, we would like to apologise beforehand for any inconvenience caused.
Our guarantee does not affect your statutory rights, in relation to faulty or misdescribed goods, details of which can be obtained from Consumer Direct (the government’s consumer advice help line) or your local trading standards office.
Order Cancellations
Cancellations need to be made by e-mail cancellations@extracomfort.co.uk or in writing contact us. Telephone cancellations cannot be accepted.
Cancellations for bespoke or personalised orders can not be accepted once your order has been confirmed.
Returns
Please return goods to:
Extra Comfort Ltd.
Hope Mill
5th Floor
113 Pollard Street
Manchester
M4 7JA
Customer Services, Enquiries and Contact Address
For any product enquiries or other questions you might have, e-mail us enquiries@extracomfort.co.uk. Otherwise, please telephone or write to us:
ExtraComfort Ltd
Customer Services
9, Kingsway
Altrincham
Cheshire
WA14 1PJ
Telephone: 0845 056 54 54
Fax: 0161 928 8427
We hope that we will keep you happy all the times.
However, should we not perform as you expect us to, or have any other complaints, please do not hesitate to e-mail customercomplaints@extracomfort.co.uk or contact us at
ExtraComfort Ltd
Complaints Department
9, Kingsway
Altrincham
Cheshire
WA14 1PJ
UK
Fax: 0161 928 8427
We will acknowledge any complaints within three working days and respond to your complaint fully within seven working days.