Refund Policy

Last updated: February 13, 2026

Please note this Refund Policy applies only to items purchased online through www.zq-bespoke.com.

Returns

We strongly recommend that you carefully check measurements, room space, and colour choices before placing your order.

However, if you are not completely satisfied with your purchase, we are here to help.

48-Hour Free Return Window

If your Bed does not suit your taste or style, you may request a return within 48 hours of receiving your item(s).

  • A full refund will be issued.
  • Original delivery charges will be refunded.
  • A £100 shipping charge will apply unless the return is due to a manufacturing defect or fault.

To request a return within 48 hours, please contact us at:

📧 zqbespoke@gmail.com
📞 +44 7754 582389

Returns Requested After 48 Hours (Up to 14 Days)

If you request a return after the initial 48-hour period but within 14 days of delivery, we can still arrange collection.

However, this will incur a £249 collection fee.

Items must be:

  • In original condition
  • Unused
  • Free from damage caused after delivery

Packaging

We strongly recommend keeping the original packaging, as this helps protect the item during return transport.

However, we may still accept returns without original packaging, provided the item is safely prepared for collection.

Custom & Bespoke Items

Customised or bespoke items are non-refundable, including:

  • Special colour selections outside the standard range
  • Made-to-measure products
  • Any product tailored specifically to your requirements

These items are produced specifically for you and cannot be resold.

Damaged in Transit

Please inspect your items immediately upon delivery and inform the delivery team before they leave if you notice any issues.

If your item has been damaged in transit, you must notify us within 24 hours of delivery so we can arrange a replacement.

Refunds (If Applicable)

Once your returned item has been collected and inspected:

  • Your refund will be processed on the same day.
  • Refunds may take 5–10 working days to appear in your account depending on your bank or payment provider.
  • Refunds will be issued to the original payment method used.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again.
  2. Contact your bank, as processing times may vary.
  3. If you have done this and still have not received your refund, please contact us at:

📧 zqbespoke@gmail.com

Items Not Eligible for Refund

We may not offer refunds for the following items:

  • Clearance items
  • Customised or bespoke products
  • Products that have been assembled or partially assembled
  • Mattresses and beds (due to hygiene reasons)

Branded mattresses sold at discounted prices may occasionally have minor dust marks or slight packaging damage. These are sold as seen and are non-returnable.

Exchanges

We only replace items if they are defective or damaged.

If you require an exchange for the same item, please email us at:

📧 zqbespoke@gmail.com

We will guide you through the next steps.

Guarantees

Certain clearance items may not come with a guarantee unless explicitly stated at the time of purchase.

Storage Policy

We can hold your purchase for a maximum of 4 weeks from the date it arrives in our warehouse.

  • After 4 weeks, a storage fee of £20 per item per week will apply.

If items are sent to our warehouse without prior arrangement and remain unclaimed:

  • We may hold them for up to 6 weeks.
  • After this period, we reserve the right to dispose of, scrap, or destroy unclaimed items.

Contact Information

If you have any questions regarding returns or refunds, please contact:

ZQ Bespoke
20 Common Road
Functions Hall
WF17 7QL
United Kingdom

📧 zqbespoke@gmail.com
📞 +44 7754 582389