Frequently Asked Questions

Written by the Valtiva Team

Real answers to the questions we're asked most before an order — and a few we think you should know even if you haven't asked yet. If you can't find what you're looking for here, our team is always happy to help directly via our contact page.

Delivery

How long does delivery take?

Because every VALTIVA piece is made to order rather than pulled from warehouse stock, delivery timelines depend on what you've ordered:

• Standard bed frames: approximately 7–10 working days
• Luxury and made-to-measure collections: approximately 10–15 working days

These are estimates based on typical production and courier schedules, not guaranteed delivery dates — if we ever expect a delay beyond what was shown at checkout, we'll contact you directly rather than leave you wondering.

Which areas do you deliver to?

We currently deliver to addresses across mainland UK. We're not yet able to offer delivery to Northern Ireland, the Scottish Highlands and Islands, the Isle of Wight, the Isle of Man, or the Channel Islands. If you're unsure whether we can reach your postcode, it's worth checking with us before you order rather than after.

What happens on delivery day?

Once your order leaves our workshop, our delivery partner will contact you directly to arrange a suitable day. Most deliveries go to your property's ground-floor or communal entrance — if you know you'll have access difficulties (narrow stairwells, restricted parking, and similar), it genuinely helps to mention this to us in advance so we can plan around it rather than discover it on the day.

Returns & Cancellations

Can I return a made-to-order bed frame?

Yes — under the UK Consumer Contracts Regulations 2013, you have the right to cancel most online orders within 14 days of delivery without needing to give a reason. That said, because every piece is made specifically for you, there are a few genuinely important exceptions worth knowing before you order, not after:

• Items that have been assembled, used, or show wear beyond what's reasonably needed to inspect them aren't eligible
• Bespoke modifications you specifically requested — a non-standard headboard height being the clearest example — fall outside the standard cancellation right
• If your order has already entered production or been dispatched by the time you cancel, a cancellation charge may apply to cover the materials and work already committed. We'll always confirm the amount with you before deducting anything, never as a surprise

The honest takeaway: the sooner you contact us if you're having second thoughts, ideally before production begins, the more straightforward cancellation will be.

What if my order arrives damaged or faulty?

This is treated completely separately from the standard cancellation window above, and your statutory rights under the Consumer Rights Act 2015 apply regardless of anything else in our policy. Contact us as soon as possible — within 30 days of delivery — ideally with photos of the issue, and we'll arrange a repair, replacement, or refund at no cost to you.

How long does a refund take once it's processed?

Once we've received your returned item, or confirmed your cancellation where no physical return is needed, refunds are issued to your original payment method within 14 days, in line with the Consumer Contracts Regulations 2013.

Customisation & Add-Ons

Can I customise my headboard height after ordering?

If you need to make a change, contact us as early as possible — ideally before your order enters production, since headboard height is a made-to-order configuration rather than something that can be adjusted after manufacturing has started. Worth noting alongside this: a bespoke, non-standard headboard height request falls outside our standard return window (see above), so it's worth being confident in your choice before confirming.

Do you offer assembly? What's included?

Yes — professional assembly is available as an optional add-on at checkout on eligible products. Our team will assemble your bed frame in your room of choice; please note that disposing of the packaging afterwards is the customer's responsibility.

Can I order fabric swatches before buying?

Yes — free fabric swatches are available before you order, across every fabric type we offer. Contact us to request the colours you're considering; it's a genuinely useful way to check a fabric colour against your actual bedroom lighting before committing, rather than relying on a screen alone.

Payment

What payment methods do you accept?

We accept all major debit and credit cards including Visa, Mastercard, and American Express, as well as Shop Pay and PayPal, all through a secure, encrypted checkout.

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Didn't find your answer here? Get in touch directly — we're a small, genuinely responsive team, not a call centre queue.