Shipping policy

Shipping & Delivery Policy

At Alter Ego Beds, every bed frame is made to order in the United Kingdom and carefully packaged for delivery directly to our customers.

This policy explains our production lead times, delivery estimates, international shipping charges and customer responsibilities.

1. Made-to-Order Production

Every Alter Ego Bed is made to order in the UK.

We aim to complete production within approximately 2–3 weeks from the date your order is placed.

Each bed is individually manufactured, finished and quality checked before being packaged for delivery.

Our 2–3 week production timeframe is an estimate rather than a guaranteed completion date. During periods of particularly high demand, production times may vary depending on current order volumes, material availability and other manufacturing circumstances.

Where there is a significant change to your expected production timeframe, we will make reasonable efforts to keep you informed.

2. UK Delivery

Delivery within the United Kingdom is FREE unless otherwise stated at checkout.

For UK customers, we aim to manufacture and deliver your Alter Ego Bed within approximately 2–3 weeks from the date of order wherever possible.

Once your order is ready for dispatch, delivery information will be provided where available.

3. International Delivery

Alter Ego Beds ships internationally from the United Kingdom.

International delivery times are additional to our 2–3 week production timeframe.

Our current estimated transit times following completion of production are:

European Deliveries: approximately 5–7 additional days

USA Deliveries: approximately 10–14 additional days

Canadian Deliveries: approximately 10–14 additional days

Delivery times are estimates and may vary depending on the destination, customs clearance, carrier networks and other circumstances outside our reasonable control.

4. International Shipping Costs

International shipping is not included within the product price.

Shipping charges are calculated separately based on your destination and will be displayed at checkout before you complete your purchase.

The shipping amount displayed at checkout covers transportation of your order to the delivery destination.

It does not include import duties, local taxes, customs charges or clearance fees that may be imposed within the destination country.

5. Import Duties, Taxes & Customs

We aim to ship international orders on a Delivered Duty Paid (DDP) basis wherever this service is available.

For orders shipped DDP, Alter Ego Beds arranges delivery to the destination and covers applicable import duties, taxes and customs charges associated with importing the order.

This means customers should not normally be required to pay additional import duties or taxes upon delivery.

In some destinations or exceptional circumstances, DDP shipping may not be available. Where an order cannot be shipped DDP, we will make this clear before dispatch and advise the customer of any potential charges or requirements.

Any charges resulting from information supplied incorrectly by the customer, refusal of delivery, or circumstances outside the normal import process may remain the customer's responsibility.

6. Customs Clearance

International shipments may be subject to customs clearance upon arrival in the destination country.

For orders shipped DDP, Alter Ego Beds and our shipping partners will arrange the standard customs clearance process and payment of applicable import duties and taxes.

Customers may still be required to provide information reasonably requested by the carrier or customs authorities to complete clearance.

Customs procedures can occasionally cause delays outside our control. Alter Ego Beds will provide available shipping information and assist where reasonably possible, but we cannot guarantee the time taken by local customs authorities to process or release a shipment.

7. Tracking & Delivery Information

Where tracking is available, customers will receive tracking or delivery information once their order has been dispatched.

Depending on the destination and delivery service, the carrier may contact you directly by email, telephone or SMS to provide delivery information or arrange the final delivery.

Please ensure that the email address and telephone number provided when ordering are correct.

8. Delivery Delays

Although we work with established delivery partners, delays can occasionally occur.

These may result from:

  • Customs clearance

  • Carrier delays

  • Port or border disruption

  • Severe weather

  • Industrial action

  • Local delivery restrictions

  • Government or customs inspections

  • Other circumstances outside our reasonable control

Where we become aware of a significant delay, we will make reasonable efforts to provide updated information.

Estimated production and delivery times should not be treated as guaranteed delivery dates unless expressly agreed otherwise.

9. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please check your delivery details carefully before completing checkout.

If you notice an error, contact us immediately at info@alteregobeds.com.

Once an order has been dispatched, we may not be able to change the delivery address.

Additional charges resulting from incorrect or incomplete delivery information may be the responsibility of the customer where permitted by applicable law.

10. Delivery Access

Alter Ego Beds are substantial pieces of furniture.

Customers are responsible for ensuring that suitable access is available for delivery.

Before ordering, please consider:

  • Property entrances

  • Doorways

  • Hallways

  • Staircases

  • Lifts

  • Access roads

  • Restricted entrances

  • Any other obstacles that could prevent delivery

Product and package dimensions should be checked before ordering where access may be restricted.

If delivery cannot be completed because suitable access is unavailable, additional delivery, storage, return or redelivery charges may apply where permitted by applicable law.

11. Unsuccessful Delivery

Customers are responsible for being available to accept delivery where an appointment or delivery window has been arranged.

If delivery is unsuccessful because of circumstances within the customer's control, including:

  • Nobody being available to accept an arranged delivery

  • Incorrect delivery information

  • Inadequate access

  • Failure to respond to the carrier

  • Refusal to accept the shipment

additional redelivery, storage or return transportation charges may apply where permitted by applicable law.

12. Refused International Deliveries

International customers are responsible for accepting their shipment and providing any information reasonably required by the carrier or customs authorities to complete delivery and customs clearance.

Where an order is shipped on a Delivered Duty Paid (DDP) basis, Alter Ego Beds will cover the applicable import duties and taxes associated with the normal import and customs clearance process.

If an international shipment is refused, abandoned or returned because the customer refuses delivery, fails to provide required information, provides incorrect information, or otherwise fails to cooperate with the carrier or customs authorities, the customer may be responsible for reasonable costs resulting from the shipment being returned, stored or redelivered.

These may include return freight, storage, customs, carrier and redelivery charges where permitted by applicable law.

13. Damaged Deliveries

Every Alter Ego Bed is carefully packaged before dispatch.

We recommend inspecting the external packaging as soon as reasonably possible following delivery.

If the packaging or product appears damaged, please take clear photographs before disposing of any packaging.

Contact us as soon as reasonably possible at info@alteregobeds.com and include:

  • Your order number

  • Photographs of the external packaging

  • Photographs of the shipping labels

  • Photographs of the affected components

  • A description of the damage

Please retain the packaging while we investigate the issue.

Where damage has occurred for which Alter Ego Beds is responsible, we will provide an appropriate remedy in accordance with your statutory rights.

14. Missing Components

If you believe a component or package is missing from your delivery, please contact us as soon as reasonably possible.

Please provide your order number together with details of the missing component or package.

We will investigate the shipment and arrange an appropriate resolution where required.

15. P.O. Boxes & Restricted Addresses

Due to the size and weight of our products, we cannot deliver bed frames to P.O. Boxes.

Certain remote locations, islands, military addresses or other restricted destinations may also be unavailable through our standard delivery network.

Where our checkout is unable to provide a shipping rate for your location, please contact us before placing your order.

16. Returns

Please do not return a product to the manufacturing facility, carrier or any previous Alter Ego Beds warehouse without first contacting us.

Return locations and requirements vary depending on the customer's location and reason for return.

All returns must be handled in accordance with our Refund, Cancellation & Returns Policy.

17. Contact Us

If you have any questions regarding production, shipping or an existing delivery, please contact:

Alter Ego Beds

Email: info@alteregobeds.com

Website: www.alteregobeds.com