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FAQs

Frequently Asked Questions
Frequently Asked Questions
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Frequently Asked Questions

Order Queries

How Do I make a purchase on Heals.co.uk?
Do I need to set up an account to place an order?
I've forgotten my password for my Heal's account, what can I do?
How can I found out about Heal's products that are not on the Heal's website?
Can I still place an order if the product availability is 'awaiting stock'?
Can I order products that are 'out of stock'?
How is ordering a 'Special Order' product different from a stock line product?
How do I cancel an order?
What does 'backordered' mean?
Will the item of furniture I have ordered fit into the room intended?
I'm not sure about the colour of a sofa I am interested in. Can I order a fabric swatch?
Can I view furniture in-store?
What do I do if my purchase develops a fault during the guarantee period?
I want to place an order for a gift. Will my purchase have a price sticker or will the value of the goods appear on the packing slip?
Do you offer a gift message service?
Do you offer a gift wrapping service?

Delivery Queries

Do you deliver outside mainland UK and Northern Ireland?
Do you deliver to BFPO addresses?
How much do you charge for delivery?
How can I track my order?
I have ordered more than one item. When should I expect to receive them?
What if I'm not in when you deliver?
I still haven't received my order despite receiving a dispatch email.
When will my order arrive?
Are there any situations when delivery might take longer than stated on the website?
Can you deliver to an address that is different to my billing address?
How do you deliver?
How can I change my delivery address?

Payment Queries

What is 3D Secure?
How do I redeem an online promotion code?
How do I redeem a gift voucher online?
When will you debit my account?
Can I get a VAT invoice for my order?
How long will it take to receive a refund for returned products?
What is store credit and how do I redeem it?
How do you ensure the security of my details?
How can I claim VAT for my order?

Return Queries

How do I return an item/ order if I change my mind?
What do I do If my order arrives damaged/faulty?
Can I exchange/return my online purchase in one of your stores?
I brought a product in-store not online and it is faulty. How do I return the item?

Technical Queries

My computer is very old. Will I still be able to use Heals.co.uk
What are cookies? Why must I enable them in my Browser?
What is the optimum screen resolution for the Heal's website?
Who can help me with a technical query?

Writing Reviews

How do I write a review once I've received my order?


Order Queries

How do I make a purchase on Heals.co.uk?

Shopping at Heal's is simple.
Either browse by category on the navigation links, or search for a product in the search box. Once you have found an item, select the colour and/or size if applicable, and then click on 'ADD TO BASKET'.

Click on the basket to review the products selected. Items can be removed from the basket by clicking the cross next to the item, or quantities can be changed by correcting the quantity and 'updating basket'. To continue shopping just click on 'continue shopping'.

Click on 'CHECKOUT' to proceed with your order.

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Do I need an account to place an order?

No, you can choose to checkout as a guest by selecting 'express checkout'. However, registering with us will ensure you'll be able to enjoy benefits through your Heal's account which include order tracking, review past orders, save address details, and manage email preferences.

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I've forgotten my password for my Heal's account, what can I do?

If you have forgotten your password, just click on 'forgotten your password' on the log in screen and follow the instructions. Please note, for security reasons your payment details will be deleted when we send you a new password.

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How can I found out about Heal's products that are not on the Heal's website?

Simply email our product advisor at productadvisor@heals.co.uk with the product details and any questions you may have.

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Can I still place an order if the product availability is 'awaiting stock'?

Yes. Awaiting stock means that we are expecting a supplier delivery to arrive shortly. Once the supplier delivery has arrived we will dispatch your order for delivery. If you wish to find out when a supplier delivery is expected for a product please feel free to contact us on enquiries@heals.co.uk and we will do our best to find out an estimated delivery date.

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Can I order products that are 'out of stock'?

If an item shows as out of stock and you wish to order it, please call our online team on 0207 896 7451 and they will look into it for you.

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How is ordering a 'Special Order' product different from a stock line product?

A special order product is ordered in specifically for you, it is not something that we usually hold stock of. Once you have ordered we will call you to inform you of the estimated lead-time before processing the order.

The order will be despatched, and payment taken, within a couple of working days of the original purchase date to enable us to place the reservation with the supplier. Please check estimated delivery times on the item page. Back to top

How do I cancel an order?

Please email enquiries@heals.co.uk or call 0207 896 7451 immediately. If the order has already left our warehouse you will need to follow our returns & refunds instructions.

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What does 'backordered' mean?

Backordered means that we cannot dispatch your order immediately as we need to move stock back from one of our stores to fulfil your order. This usually takes 1-2 weeks.

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Will the item of furniture I have ordered fit into the room intended?

Please check our access guidelines which are designed to help you measure up correctly. If you are still unsure please call our online team on 0207 896 7451. They will be able to arrange a site visit.

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Can I order a fabric swatch?

Yes. We can provide swatches of the majority of our fabrics and leathers. You can order up to 5 samples free of charge. Just click on the link on the product page - or via the ad at the bottom of our home page. Simply choose your samples and enter your address details and we'll post them out to you. Back to top

Can I view furniture in-store?

Yes. However, we advise that you call the Heal's store ahead of visiting to check that they have the product you are interested in not all stores have the full range.

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What do I do if my purchase develops a fault during the guarantee period?

Please consult the manufacturer`s handbook for further advice and information or refer to their website. If you still need a repair, please call our online customer services team on 0207 896 7451. Please have to hand the model number and your online order number. If you purchased through one of our stores you will need to contact the Heal's store directly.

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I want to place an order for a gift. Will my purchase have a price sticker or will the value of the goods appear on the packing slip?

No, the products will not be priced and no price information is included on the packing slip.

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Do you offer a gift message service?

We do offer a gift message service but unfortunately we only offer this for non-furniture orders. If you wish to add a gift message you can do so at the checkout page. Simply scroll down to the section called additional options at the checkout and click on the gift message option. Enter your gift message into the field provided and click the continue button. This message will print out onto the packing slip, which is then packed into the box.

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Do you offer a gift wrapping service?

No. However you can leave a gift message which automatically prints out onto the packing slip which is included in your order. If you wish to add a gift message you can do so at the checkout page. Simply scroll down to the section called additional options at the checkout and click on the gift message option. Enter your gift message into the field provided and click the continue button.

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Delivery Queries

Do you deliver outside mainland UK and Northern Ireland?

We are now able to offer delivery of a wide range of our products to international destinations across Europe. Currently we are able to deliver to the following countries: Republic of Ireland, France, Germany, Holland, Belgium, Luxembourg, Monaco, Austria, Czech Republic, Denmark, Poland, Gibraltar, Spain, Italy, Portugal, Sweden, and Finland.

Unfortunately we are not able to make all products on healsmattresses.co.uk available for international delivery for various reasons such as warranties, logistics and legal reasons. All eligible products are clearly marked with an International Delivery logo.

For more information about delivery check our delivery information page.

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Do you deliver to BFPO addresses?

Unfortunately we do not deliver to BFPO addresses. However if you wish to arrange your own shipping with a UK company we are happy to deliver to your chosen shipper. Alternatively we are happy for you to arrange for a shipper to collect from our warehouse. If you wish to arrange this or for more information please contact us on enquiries@heals.co.uk or call us on 0207 896 7451

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How much do you charge for delivery?

Non furniture orders.

Standard Delivery 2-5 working days: £4.95
Priority Delivery 1-2 working days: £5.95
Saturday Delivery Order before midnight on Thursday: £12.95
Please note that the speed of dispatch depends on the individual availability of each item.

Furniture Delivery Charges

The cost of a furniture delivery is automatically calculated at the checkout. It is worked out based on the area we are delivering to and the value of the order. For customers living in the South East, close to one of our stores, your order will be delivered by the Heal's In-House delivery team. For customers living outside the South East, we use specialist delivery service, Direct Home Deliveries (DHD).

Click here to view the furniture delivery charges for your postcode area [XLS]

Heal's Van Delivery Area: FREE on orders over £1000.
Heal's Van Delivery Area: £50 on orders under £1000
DHD Delivery: £50 on all orders



For further delivery information please see our delivery information section.

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How can I track my order?

You can check on and track the progress of your order through the 'My Account' section of the website. Log in to your account and then click the 'View Order History' link. This will show you a list of all orders that you have placed with healmattresses.co.uk and their current status.

If you have ordered furniture it will be delivered by one of our Heal's furniture vans and you will not be able to track it online. Our delivery department will telephone you to arrange a suitable delivery time/date with you for delivery. Some postcodes are not covered by our Heal's furniture vans. In this case your order will be dispatched to a specialist courier who will contact you to arrange a suitable delivery time/date.

If you have any questions regarding delivery please email us at delivery@heals.co.uk or call us on 0207 896 7451



For further delivery information please see our delivery information section.

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I have ordered more than one item. When should I expect to receive them?

Your order will only be dispatched when every item is available therefore the anticipated dispatch time will be that of the item with the longest availability time. The individual availability times of each product are quoted on the each product page when you place your order. If you have ordered an awaiting stock item we will endeavour to contact you with an estimated delivery date. Alternatively please feel free to enquire about awaiting stock products by contacting us on enquiries@heals.co.uk. For further information on product availability times please visit our delivery information section where this is explained in more detail.

Please note that all delivery dates quoted are given in good faith. Where any delay occurs we will do our best to notify you by email at the earliest opportunity.

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What if I’m not in when you deliver?

Our carrier will send you an email when your parcel is out for delivery advising you of an hour's timeslot. You can also rearrange delivery by clicking on the link within the email. They will leave a card to let you know that they attempted delivery. You can then contact them to re-arrange delivery.

Please feel free to contact us on enquiries@heals.co.uk if you need any assistance with re-arranging your delivery.

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I still haven’t received my order despite receiving a dispatch email.

In the unlikely event that this occurs please contact us on delivery@heals.co.uk and we will investigate for you.

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When will my order arrive?

Dispatch and delivery times depend on the type of product you have ordered. If you have ordered furniture items you will recieve a call from our online team the next working day who will advise you on the estimated dispatch and delivery timescale. If you have ordered non-furniture items then you need to refer to the availability of each individual product. In stock items will normally be dispatched within 1-2 working days. Delivery will then be within 1-3 days of dispatch. N.B. Some large and fragile non-furniture products may need to be delivered on a furniture van. If this is the case we will contact you to inform you of dispatch and delivery timescales.

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Are there any situations when delivery might take longer than stated on the website?

If you have ordered a large and/or fragile non-furniture item, we may decide to send your order with a specialist courier. This may add a few days to your delivery timescale but you will be contacted if this is the case. For further information please contact our online customer services team at delivery@heals.co.uk or call 0207 896 7451.

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Can you deliver to an address that is different to my billing address?

Yes. When you get to the checkout you are able to input a different delivery address.

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How do you deliver?

Furniture items will be delivered in one of three ways. If you live in an area that our Heal's fleet covers then we will deliver ourselves. If you live outside of this area a specialist furniture courier will deliver to you. Non-furniture items are delivered by Parcelforce, unless the goods are very large and/or fragile, in which case we will use a specialist courier to ensure they are delivered safely.

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How can I change my delivery address

Please email delivery@heals.co.uk immediately, quoting your order number and the correct delivery address.

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Payment Queries

What is 3D Secure?

3-D Secure was developed by Visa and Mastercard to improve the security of internet payments. A transaction using Verified by Visa/SecureCode will initiate a redirect to the website of the card-issuing bank to authorise the transaction. You will then be required to enter your online password for the transaction to go though. If you haven't registered with Verified by Visa/SecureCode your card-issuing bank will ask you to register when you are redirected. Once registered you will not have to go through this process again and you will use the same password every time you purchase on a website with 3D Secure.

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How do I redeem an online promotion code?

When you get to the checkout page, scroll down to the section called 'additional options'. Click on the promotion code option and enter the promotional code into the field provided. Once you have done this, click continue and you'll be brought back to the checkout page. You will notice that the discount has now been applied to the order total.

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How do I redeem a paper gift voucher online?

Unfortunately paper gift vouchers are only accepted in-store.

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When will you debit my account?

If you have ordered non-furniture your account will be debited when your order is dispatched. If you have ordered furniture or a special order item, your account will be debited once your order has been reviewed and processed.

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Can I get a VAT invoice for my order?

Yes. Your dispatch email can be used as a VAT invoice/receipt. It has all the relevant information on it.

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How long will it take to receive a refund from returned products?

We aim to process all returns within 1-2 weeks. Once your return has been processed we will issue the refund if applicable. Depending on your bank, the refund could take up to 10 days to show in your account.

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What is store credit and how do I redeem it?

If our customer services team has applied store credit to your account, the amount credited will automatically be deducted at the checkout. If the store credit added doesn't cover the cost of the item, you will have to pay the difference by entering your card details. If however the store credit is more than the item you are purchasing, the remainder amount will stay on your account and will be deducted next time you order.

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How do you ensure the security of my details?

All sensitive information such as credit card details, name and address is encrypted. This means that information passed between your computer and our website cannot be read even in the event it is intercepted by someone else. We are also Tier 1 PCI (Payment Card Industry) compliant which ensures unbeatable security and protection of sensitive customer information. Websites go through a rigorous INDEPENDENT audit and significant investment to attain Tier 1 PCI DSS certification with the prime purpose of ensuring that their customers' data is as safe as possible when they purchase products online. For more information please see the PCI Security Standards Council Website.

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How can I claim VAT for my order?

We do not have the facility to deduct VAT when charging for goods. Customers who qualify for a VAT refund should email enquiries@heals.co.uk or contact us on 0207 896 7451 once you have taken delivery. You will need to provide export documentation from your shippers as proof of delivery before we can apply a refund.

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Return Queries

How do I return an item/order if I change my mind?

If you wish to return a non-furniture item you need to send it back to our warehouse (*certain restrictions apply). Please view our refunds and returns policy for full details including on how to return your purchase including our warehouse returns address.

If you wish to return a furniture item please call our furniture customer services department on 0207 896 7416.

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What do I do If my order arrives damaged/faulty?

In the unlikely event that your order arrives damaged/faulty and you have ordered non-furniture, please email enquiries@heals.co.uk or call 0207 896 7451 immediately. We will then arrange for a collection of the goods and organise a replacement item/part to be sent out to you at the earliest opportunity.

If you have ordered furniture and it has arrived damaged you need to email cservices@heals.co.uk or call 0207 896 7416 immediately. We will then make the appropriate arrangements to resolve the issue.

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Can I exchange/return my online purchase in one of your stores?

You can return your online purchase to any Heal's store for an exchange, gift vouchers or full refund. We do however advise you to contact the Heal's store before making your journey to ensure that they have the item you wish to exchange for in stock. Back to top

I brought a product in-store not online and it is faulty. How do I return the item?

If you bought from a store you will need to return the product to one of our stores. If you ordered online, please contact us at returns@heals.co.uk or call the online team on 0207 896 7451.

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Technical Queries

My computer is very old. Will I still be able to use Heals.co.uk?

Yes. The site is best browsed with Internet Explorer 6 and above, Firefox 3 and above, and Opera 9.5 and above on Windows, but is also compatible with Safari 3.1, Firefox 3 and Opera 9.5 and above on Mac. An up-to-date version of Adobe Flash is also needed. To ensure you do not have any issues you must enable JavaScript and Cookies on your web browser. Please refer to your browser help for guidance on how to check and change these settings. If you are still having issues feel free to email enquiries@heals.co.uk or call 0207 896 7451 and we will do our best to help.

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What are cookies? Why must I enable them in my Browser?

Cookies are small pieces of data that are stored on your computer when you visit websites. Generally Cookies contain information that improves your experience of the website, such as preferences. We use Cookies to make our checkout process as simple as possible. Unless Cookies are enabled on your computer you will have difficulties ordering at www.heals.co.uk.

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What is the optimum screen resolution for the Heal's website?

The site looks best when viewed using a minimum screen resolution of 1024 x 768, with 32 bit colour depth. You can change these settings in your Display Control Panel in Windows or in the Monitor Control Panel on Mac.

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Who can help me with a technical query?

Our team of advisors will be happy to help you with any technical query you might have regarding using our site. To contact us please email internetsales@heals.co.uk or call our online customer service team on 0207 896 7451.

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Writing Reviews

How do I write a review?

Writing a review is a great way to share your knowledge. Customers love to hear about real life experiences and opinions as they really help in the decision making process. After all, having bought and used the product, you are the expert. Your feedback will help to give a more all-round, unbiased view of the product and how it functions, a view that cannot be gained by simply viewing the product online or in-store. To write a review for a product simply navigate to the product and click on the reviews link, which is situated next to the description and details link on the product page. For more information or a detailed guide on how to write and submit your review please Click Here.

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Customer Services
Registered Office: 196 Tottenham Court Road, W1T 7LQ Registered in England & Wales, 926722. VAT: GB524300689

Heal's - The home of modern, designer and contemporary furniture, home accessories, lighting, garden, kitchen equipment, dining, bedroom and bathroom accessories and gifts. Beginning as a bed and mattress making firm in 1810, Heal's has been designing and making high quality furniture ever since. We have a tradition of working with the most talented designers, craftsmen and brands of the day to make furniture that is comfortable, beautiful and affordable. Heal's - 200 Years of Design and Inspiration.