FAQ

Purchasing

1. Are your retail stores open? 

No. Our physical stores will remain closed until we get permission from the government to trade in person.  

 2. Can I purchase online or over the telephone?

Yes! Our online store and Call Center is operational and eager to assist you in your purchase.

Delivery 

1. Are you able to deliver my order?

Yes. Deliveries will be contact- less. We can deliver online and call center orders of all items purchased on our website. 

 2. How will my delivery be contact-less?

In order to adhere to social distancing and keep both our customers and employees safe, we are only able to deliver to your doorstep, Monday to Fridays excluding public holidays. Should you live in an apartment, delivery will be made to the main entrance. 

• Our delivery team will call you once they arrive at your premises. 

• They will then deliver your package to your front door/ main entrance and place the delivery note on a clipboard next to your package. 

• They will return to their vehicle and call you again to inform you that your package is at your front door/main entrance. They will request that you sign the delivery note with your own pen.

• Once you have signed the delivery note, please place it 1,5m away from your door/ main entrance so our delivery team can safely obtain it. 

If you require further assistance i.e. getting your package into your room,please call our Distribution Center at 0860 25 35 45  to either postpone your delivery till post lockdown or make alternative arrangements. 

 3. What protective measures will be in place during delivery?

• Our Delivery and Warehouse Team will wear protective gear at all times 

• Our Delivery team will sanitize their hands and shared tools before and after delivery 

• Deliveries will be contact- less. Our Delivery Teams will drop off your purchase at your doorstep. They will keep more than 1,5m away from you at all times. 

• You will be required to sign the delivery note with your own pen.

• Unfortunately, we cannot unwrap, carry or assemble your product in your home.

4. Are you able to assemble my order?

Due to the lockdown and contact less delivery procedure put in place, no product assemblies can take place.

5. Are you able to remove my old bed?

Due to the lockdown and contact less delivery procedure put in place, we will not be able to remove your old bed. 

Protective Measures

1. What protective measures will be in place in your operations?

• Our Delivery and Warehouse Team will be subject to a temperature check upon entering the Distribution Center. Should they show signs of a high temperature/ fever, they will be asked to go home and follow the guidelines as given by the South African Government. 

• Sanitization programs have been implemented at our Distribution Centers.

• The packaging of your purchase will be sanitized at our Distribution Centers.

2. How do I sanitize my purchase?

• All products in our DC are securely packaged with plastic and or cardboard
• Upon receipt of your delivery, please wipe the outside of your package with an alcohol based disinfectant.
• Wash your hands after unpackaging your purchase as per guidelines issued by the WHO

Lead Times and Stock Availability 

1. Is your stock availability affected?

Our Distribution Centers are usually well stocked and almost all of our manufacturing is done locally in South Africa. Should we not have stock, lead times may be longer than usual due to the limited manufacturing and transporting taking place. 

Our Warehouse Team will communicate timelines with you and keep you informed every step of the way.  

Complaints

1. What happens if my product develops a fault? 

You may email the fault to enquiries@bedking.co.za with your customer order details found on your invoice. We will log the fault with the relevant manufacturer. Due to the lockdown, no in person product inspections can take place until the lockdown has been lifted completely. Post lockdown, the manufacturer will be able to carry out inspections. 

Exchanges, Returns and Refunds

1. What happens if I want to exchange my purchase?

Please read our Comfort Exchange policy regarding exchanges. We cannot exchange your purchase during the lockdown due to the lockdown restrictions in place. After the lockdown has been lifted, we will be able to arrange Comfort Exchanges as per our Comfort Exchange Policy. Concessions may be made at our discretion regarding the 90 night validity period due to the lockdown and uncertainty over when it will end.

 2. What happens if I want to return my purchase?

Please contact our Returns Department, on returns@bedking.co.za or 0860 25 35 45. Authorised returns will be accepted within 7 days of receiving your order, provided the item/s are unused, and still within its original packaging. No unauthorised returns will be accepted. Please read our Return Policy for further clarity. 

 3. What happens if I want a refund on my purchase?

If you change your mind regarding your purchase within 24 hours of your purchase, please contact Bed King at enquiries@bedking.co.za  or 0860 25 35 45 to arrange for a refund. To help us process your refund as quickly as possible, please provide us with your customer order details that are included in your invoice .

Updated 18th May 2020

Bed King reserves the right to update the above information in line with guidelines issued by the South African government. 

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