Delivery information

6 min. readlast update: 02.05.2024

What locations do you deliver to?

We deliver to the whole of the UK and Northern Ireland. We can also deliver to Channel Islands but we will not be able to offer a sleep trial. Contact one of the online teams for further information

 When should I expect my order to be delivered?

Free standard delivery takes 3-5 business days to most of the UK however some locations including Scotland can take 2 -6 business days depending on the postcode. Northern Ireland and other offshore locations take up to 14 business days. 

We may see some slight delays over the sale period and we will try our best to deliver as quoted

Rejuvenated delivery

Rejuvenated mattress delivery is up to 14 days although we aim to deliver faster

Once you have placed your order, we will email you once it has left the warehouse for shipment with the courier. The courier will then get in touch with you within a few days to confirm a delivery date. 

Next day delivery

We also provide the option for next working day delivery, available at checkout if your area is eligible. Orders placed during the weekend or on bank holidays will be processed on the following working day, ensuring delivery on the subsequent working day."

What happens if there is a delay with my order?

Just like anyone else, we do sometimes encounter delays. If this happens with your order, we will make sure to email you to keep you properly informed and we’d be happy to offer alternative arrangements.

 If I have ordered more than 1 item, will they be delivered together?

We try our best to deliver all items together, but due to having stock in different warehouses, there might be occasions where items are delivered separately.

 Do I need to be at home when my order is delivered?

You can choose to leave your mattress in a safe place if you know you’re not going to be at home for the day/time of delivery. To select a safe place, please call our customer service team on 01133 202490 and inform them of your safe space at least 24 hours prior to your delivery. Once your order has been left in it’s safe place, OTTY is no longer liable for any damage or loss.

 What happens if I’m not at home when my order is delivered?

If you’re not going to be in when the courier contacts you to confirm delivery, please inform them so that they can reschedule. If you’re not at home when the courier attempts delivery, please contact our customer service department to re-arrange delivery. A cost may be incurred.

Can I leave the products with a neighbor?

Yes, but you need to let our customer service team know at least 24 hours in advance. You can get in touch with our customer service team on 01133 202 490 or via our online chat system at www.otty.com and they’ll be happy to help.

Can I have my OTTY delivered on the weekend?

Yes we can offer Saturday delivery and if it available in your area it will be visible within the shipping section of the website. This is a premium delivery and is chargeable ( fees at shipping section) 

Can I choose a delivery time and date?

After your order is dispatched, you’ll be sent an email from our couriers will send a link to a calendar booking system to book a day of choice. 

Unfortunately, you won’t be able to select a delivery time, but you will be allocated a three-hour slot the evening before delivery.

Can I add additional delivery info?

You certainly can. Simply get in touch with our customer service team on 01133 202 490 or via our online chat system at www.otty.com once you have completed your order, and they’ll be happy to help.

Do you deliver to a room of choice?

Absolutely. If you select our two-man delivery service, they’ll deliver the mattress to any room of the house. 

 Other delivery options will be available before you checkout.

Do you deliver to flats?

We offer delivery services to apartments and flats. However, for deliveries beyond the 2nd floor, we require a functioning elevator and ensure that the delivery conditions are safe for our crew. The safety and feasibility of such deliveries will be assessed on the day of the scheduled delivery.

To receive deliveries on floors beyond the 2nd, please provide us with advance notice so that we can evaluate the situation accordingly.

Do you offer to unpack and remove packaging?

Certainly, we do provide an unpacking service, but it must be requested either before making a purchase or before the scheduled delivery. Please be aware that there is a fee associated with this service, and the details regarding the charges will be provided upon your request.

Can I delay my delivery?

"Indeed, you can postpone your delivery. After placing your order, please send an email to cs@otty.com, including confirmation of the duration for which you'd like the order to be held."

Delivery costs

"All orders destined for mainland UK are eligible for complimentary delivery, while those to islands not part of mainland UK will be subject to extra shipping charges. Explore our additional delivery options at checkout, as detailed below:

  • Delivery to a preferred room: £10
  • Delivery to a preferred room, including unpacking and removal of packaging: £20
  • Delivery to a preferred room plus collection of an old mattress: £40
  • Delivery to a preferred room, alongside unpacking, packaging removal, and old mattress collection: £50
  •  Next working day: £20 delivery, available Monday to Friday, is priced at £20. Orders made during the weekend or on a bank holiday will be processed on the forthcoming working day."

Can delivery delays happen?

While our delivery success rate is typically quite high, there are instances where deliveries may encounter setbacks beyond our control, such as adverse weather conditions, heavy traffic, or unexpected accidents. To ensure a smooth mattress delivery experience, we recommend planning ahead. While we do offer next-day delivery, we suggest utilizing this option for added convenience rather than relying on it for urgent situations.

It's important to have contingency plans in place in case the delivery encounters any issues. Even the most reliable delivery companies cannot guarantee 100% on-time deliveries due to factors like those mentioned above

As previously mentioned, our delivery success rate stands at an impressive 99.8%, and we are dedicated to ensuring timely deliveries. However, it's important to acknowledge that unforeseen delays can occasionally occur beyond our control. In such cases, rest assured that we will provide alternative expedited solutions to ensure your goods are delivered promptly. 

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