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Delivery Policy

For full Terms and Conditions click here.


7:1 Please check over your items to ensure that they look to be intact before signing for them.

7:2 Notifications of claims – If your goods are damaged when you receive them, please note on the delivery sheet and refuse the items with the delivery agent. Please contact Customer Services who will be happy to rectify this problem as soon as possible.

7:3 If you do sign for goods and later discover them to be damaged, please contact Customer Services as soon as possible and be aware that we may require photographic evidence of the damage before action can be taken.

7:4 Shortages – It is your responsibility to sign for the correct number of packages shown on the delivery sheet, please note any shortages and contact Customer Services. Incorrect items – Please refuse any incorrect items and mark the delivery sheet as incorrect items. Please contact Customer Services.

7:5 Please note that dispatch will not take place if you have not received an order confirmation email.

7:6 Please ensure that for a bed delivery your property is directly accessible to a vehicle which is approximately the size of a Luton Van. If there is no direct access for our delivery agent, or the access is restricted for parking, the delivery may not be made and you will be responsible for the associated carriage charges.

7.7 There will need to be a person over the age of 18 at the delivery address to sign for receipt of the products.

7.8 In the case of pillow deliveries the delivery agent will take the items to the doorstep to ensure parcel is given to recipient.

7:9 Sartex can cover any losses arising from incomplete or damaged deliveries once confirmed with assigned Home Agent Couriers as long as images are provided and Sartex’ customer service department must be informed upon arrival

7.10 We use a delivery agent for our deliveries. Whilst they AIM to deliver between the specified times, on the selected delivery date, we cannot guarantee this. Sartex are unable to cover any loss of earnings etc for these occasions but will do our best to get your goods to you as soon as possible.

7.11 With larger items the delivery agent may require some assistance to offload the items.

7.12 If the tracking on your order is showing ‘delivered’, but you have not received the package, please contact customer service within 14 days of the date from when your order was placed, if not we will be unable to track the location of your parcel, investigate it further or authorise a refund.

7.13 Please note our delivery costs for the following locations are £12.99;

7.13 Please note our delivery costs for the following locations are £12.99;

Channel Isles
All BT Postcodes
All IM Postcodes
AB10-16, AB21-25, AB30-39, AB41-45,
IV1-28, IV30-32, IV36, IV40-49,
IV51-56, IV63
PA20-34, PA35-38, PA41-49, PA60-72,
PA73-78, PA80
PH17-26, PH30-44, PH49-50

Failed Delivery Attempt

8:1 PLEASE DO NOT DISPOSE OF YOUR EXISTING ITEMS UNTIL YOU HAVE RECEIVED YOUR ORDER FROM US. There are rare occasions where we may be unable to make the delivery to you on the agreed date, as such we do not advise that you dispose of any of the items that you are replacing until you have received and checked your items from us.

8:2 Although at Sartex Quilts & Textiles Limited we always strive to deliver within the agreed dates and times, we do occasionally come up against problems that can make this impossible. In the event that we are unable to make the delivery on the selected date, we will contact you as soon as we can to advise you and make alternative arrangements. Please be aware that, where we use a delivery agent, we are not always able to control the delivery process and have to rely on the information that we are given. Please be patient with us and we will do our very best to assist you.

8:3 If you have supplied incorrect delivery details we will do our best to get your items to you as soon as possible (once we have the correct information). However there will be a charge for this (see section 9).

8:4 Please note that we cannot be held responsible for any losses arising from a late or failed delivery.

Amending Deliveries

9:1 Amendments to date/addresses before the item has been dispatched from us – Free

9:2 Amendments to date/addresses after the items have been dispatched from us but before the delivery has been made – £3.50 (this may affect the delivery date)

9:3 Amendments to date/addresses after a delivery attempt has been made – £3.50 (this may affect the delivery date)

9:4 Failed delivery attempts, due to no one being at the property – Free (not guaranteed same day.) There will be 3 attempts before the parcel is returned back to sender. If the parcel is returned back to sender there is a charge of £3.50

9:5 Failed delivery attempts, due to customer supplying incorrect information – Free to reattempt (not guaranteed same day). There will be 3 attempts before the parcel is returned back to sender. If the parcel is returned back to sender there is a charge of £3.50