FREQUENTLY ASKED QUESTIONS
The little details, made simple.
Explore common questions about our beds, mattresses, delivery, ordering online and aftercare.
ABOUT HOUSE OF THOMAS
Shopping with us
Where is House of Thomas based?
House of Thomas is based in Middlesbrough and operates exclusively online. We do not have a public showroom or walk-in shop.
Can I visit to see a bed in person?
We are an online-only retailer. Product photographs, descriptions, dimensions and fabric colour information are available on the website, and you can contact us with questions.
Can I ask about a product before ordering?
Yes. Use our contact form to share the product name, preferred size and anything you would like help with.
Where can I see my order details?
Check your order confirmation and, if you used an account, your My Account area. For help, contact our team with your order number.
CHOOSING YOUR BED
Products and finishes
Can I choose the size, fabric and colour?
Many upholstered beds have configurable options, with availability and any price adjustments shown on the product page. Use our Fabric & Colour Guide to compare colours.
Is a mattress included with every bed?
No. Some divan combinations include a mattress, while other bed frames are sold separately. The individual product description shows what is included.
Will the fabric colour exactly match my screen?
Swatches and photography are illustrative. Lighting, screens and fabric batches can affect colour appearance. Contact us before ordering if a close match is important.
How do I know which mattress size to buy?
Measure your existing frame and compare dimensions on the product page. Our Mattress Buying Guide gives more information.
ORDERING & DELIVERY
After checkout
When will my order arrive?
Lead times vary by product, finish and address. Check the delivery information presented during checkout or for your order; contact us if you need clarification.
How much is courier delivery?
Courier Delivery costs £80 per order, not per bed or mattress. The charge appears separately in the basket and checkout totals when delivery is selected.
Does delivery include assembly?
Assembly, old bed disposal or room-of-choice delivery are not included unless explicitly confirmed for your order.
Can I change an order after placing it?
Contact us as soon as possible. Whether changes can be accommodated depends on how far an order has progressed, especially for products genuinely made to your specification. Any applicable statutory rights remain unaffected.
What should I do if an item arrives damaged?
Contact us promptly with your order number, a description and clear photos where possible so we can review the issue. Your statutory rights are not affected.
RETURNS & AFTERCARE
Looking after your purchase
Can I return a bed if I change my mind?
Most eligible online purchases have a statutory cancellation period, but certain genuinely personalised goods may be excluded. See our Returns & Refunds page for more details.
Do mattresses have a warranty?
Warranty coverage and duration depend on the individual product and supplied documentation. Your legal rights for faulty goods apply independently of any warranty.
How do I care for upholstery or a mattress?
Follow the product-specific care instructions. You can also read general guidance on our Product Care & Warranty page.
How do I contact customer care?
Use the enquiry form on our Contact page and include your order number if you already have one.
WE ARE HERE TO HELP
Still have a question?
Let us know what you need and our team can provide the relevant product or order information.