Service Policy

1. Customer service commitment

Cici Beds is committed to clear communication from first enquiry through delivery and aftercare.

We help match mattress tension to sleep position and explain trial terms where offered on specific models.

This Service Policy explains how to reach us and what to expect. It does not replace your legal rights or our Returns Policy.

Our Sheffield team can help match orthopaedic and pocket-spring models to your sleeping position and bed base type.

2. How to contact us

Email: [email protected] (include your order number in the subject line).

Telephone: +447856 364853 during business hours.

Post: CICI BEDS LIMITED, 68-70 Barber Road, Crookesmoor, Sheffield, England, S10 1EE.

3. Response times

We aim to acknowledge emails within one working day and resolve straightforward queries within three working days.

Complex cases (fault investigations, bespoke orders, trade quotes) may take longer; we will keep you updated.

Peak periods may extend response times slightly — thank you for your patience.

4. Before you order

Use product pages, guides, and FAQs on our website for sizing, specifications, and care information.

Contact us if you are unsure about tension (soft, medium, firm) or compatibility with your divan — we prefer answering questions upfront to avoid returns.

For large deliveries, confirm access (doorways, stairs, lifts) so our two-person team can reach the bedroom without surprises on delivery day.

Have your bed base dimensions ready if you are pairing a new mattress with an existing frame.

5. After your order ships

Keep your acceptance email and tracking details safe.

Report transit damage within 48 hours as described in our Shipping Policy.

Register warranties where product pages instruct you to do so.

6. Faults and warranty support

Describe the issue with photos or video where helpful. Do not dispose of packaging until advised if a return is possible.

We may arrange parts, repair, collection, or replacement depending on the product and warranty terms.

7. Accessibility

If you need information in an alternative format, contact us and we will try to assist.

Tell us about access requirements for delivery or installation when ordering so we can plan safely.

8. Feedback and complaints

We welcome feedback. Serious complaints are reviewed by a manager and logged for improvement.

Escalations: mark your email 'Complaint' and send to [email protected].