Returns

Want to return your order?

We want you to be happy with your Scooms purchase. If it's not quite right for you, you can easily return your order for an exchange, store credit or refund.

UK exchanges and returns are free for full-price products. And your first duvet and bed linen order comes with our 60 sleeps' trial, giving you time to make sure you love it.

Return details

1. 60 sleeps' trial - duvet & bed linen
2. 30 night returns - all other products if unused
3. Exchanges, store credit & refunds
4. Returning a UK order
5. UK home collection
6. Returning from Europe & International
7. Clearance returns
8. Important return conditions
9. When will I receive my refund?
10. What happens to returned products?

60 sleeps' trial - duvets & bed linen

Your first Hungarian goose down duvet, Egyptian cotton bed linen or Linen bedding purchase comes with our 60 sleeps' trial. If you don't love it, return it within 60 nights  for a full refund.

The details:

1. The trial covers 1 Hungarian goose down duvet + 1 Egyptian cotton bed linen + 1 Linen bedding order per household.
2. Any repeat purchases are covered by our 30 nights unused policy.
3. Items must be returned in good condition, in the original storage bag and cardboard packaging.
4. Clearance duvets and bed linen aren't included.

30 nights - everything else, unused

Products that aren't covered by our 60 sleeps' trial can be returned within 30 nights, if they are unused, unwashed and in their original storage bag or wrapping, plus cardboard packaging.

This covers:

• Hungarian goose down pillows
• Egyptian cotton towels
• Mulberry silk pillowcases, sheets & eye masks
• Mattress & pillow protectors
• Goose feather toppers
• All accessories - Candles, throws, wool dryer balls, storage bags, duvet fasteners.
• Any repeat Hungarian goose down duvet, Egyptian cotton bed linen and linen bedding purchase.

Exchanges, store credit & refunds - your choice

When you register your return, you can choose:

• An exchange for another size, type or different product.
• Store credit via a digital gift card.
• A refund to your original payment method.

Returning a UK order - free

We've made our returns process easy...

1. Register your return - Head to our Returns portal and enter your email address, postcode or phone number, plus your order number (on your order email).
2. Choose what you'd like - Exchange, store credit or refund.
3. Get your label - We'll email a Royal Mail QR code or printable label.
4. Pack it carefully - Use the original packing box or a similarly secure cardboard box. We can't accept returns in plastic bags or wrapping as this can tear, damaging the contents.
5. Drop it off - At any Royal Mail shop. If your box is large, it's worth checking first that your local branch can accept the size.
6. Book a collection - You can also use your label details on the Royal Mail or Parcel Force website to arrange a Royal Mail home collection.
7. Keep your proof of postage - Until your return has been received and processed.

Start your Return.

Prefer a home collection?

We can arrange a Royal Mail or DPD home collection for £10 per parcel, deducted from your refund once we've received your return.

To book a collection, email returns@scooms.com with:

• Your collection address.
• The weekdays you can give the package/s to the courier.
• Quantity of boxes being returned.
• Any instructions for the courier.

Alternatively, you can arrange a home collection yourself using the label details generated via our Returns portal. Follow the instructions above and then head to the Royal Mail or Parcel Force website to arrange a Royal Mail home collection.

Returning from Europe or International

Outside the UK, you arrange and cover the cost of returning your item as well as any customs duties that may be due:

1. Register your return at our Returns portal and enter your email address, postcode or phone number and order number.
2. Choose an exchange, store credit or refund.
   
3. We'll email the returns details and address.
4. Book a tracked courier service to return it.
5. Pack it in the original box or another secure cardboard box - no plastic bags or wrapping, which can tear and damage the contents.
   

Two things to note:

• Any customs charges we incur will be deducted from your refund.
• Courier costs for bulky items like duvets and pillows can be pricey, so please check the cost first.
  

Start your Return.

Clearance returns

Clearance products are not covered by our 30 nights returns policy or 60 sleeps' trial.

The details:

1. Condition: Unused, unwashed and in the original packaging.
2. Timing: Tell us within 14 days of purchase that you'd like to return it, then return it within 28 days for a full refund.
3. UK: £10 per box, deducted from your refund. We'll email a Royal Mail QR code or printable label.
4. Europe & international: You arrange and cover the return cost.

Register clearance returns and exchanges via our Returns portal. Use the original packing box or a similarly secure cardboard box, remove any old labels and keep your proof of postage until your return has been processed.

Start your Return.

Important return conditions

Here are a few things to keep in mind before you return your item.

1. We inspect every return: Items that don't meet our return conditions may be refused and returned to you.
   
2. Pack it in cardboard: Plastic bags or wrapping tear in transit. We can't accept returns sent this way.
3. Returns over £500: We'd recommend a Royal Mail or DPD home collection, at £10 per parcel, for your peace of mind.
4. Getting it back to us is your responsibility: If the wrong item arrives or you can't provide proof of postage, we may not be able to refund you.

When will I receive my refund?

We don't believe in making you wait. We will process your return within 2 working days of receiving it.

Your bank or payment provider may then take up to 5 working days to show the credit in your account.

What happens to returned products?

Returned products are never sold as new. Every return is inspected by hand and anything in great condition goes in our regular clearance sales at 30% off. We aim to send all returned products to a good home if possible.

If you want a clearance product and we're not running a clearance sale, email Emily & Jonathan at sleep@scooms.com with the product details and we'll check what's in stock.

Go to our Scooms Returns Portal to start your return.