You're currently on:

• Home
• »
• Orders, Delivery and Returns

Change or cancel an order
Track your order
Your purchase history
Returns procedure
Refund policy
Delivery

Orders

Change or cancel an order

If you wish to change or cancel an order contact our Customer Service team by email at or by phone on 0844 557 9658 any time between 8am and 10pm, 7 days a week. Please have the order number and date the order was placed to hand.

If your products have already been delivered, then you will need to follow our returns procedure. Click here for more information about returns.

Track your order

To check your order status, just click on the My Account link at the top of the page, sign in and then View orders.

• Order received means your order hasn't been processed yet.
• Order processing means your order could be at any point between the warehouse receiving it and despatching your goods.
• Despatched means your order has left our warehouse. You'll receive an email confirming despatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse.
• Cancelled means your order has been cancelled either by you or us.

If your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team at or telephone on 0844 557 9658 between 8am and 10pm, 7 days a week.

Your purchase history

To find out more information on your past orders, please sign into your account.

Returns

Returns procedure

We hope you will be pleased with your purchase. If any item(s) you purchase from us does not meet your expectations you may return the item(s) to us within 14 days for an exchange or a full refund (subject to the conditions below).

Any items returned (other than any faulty items) must be in saleable condition. If we find that the product has not been returned to us in fully resaleable condition, we reserve the right to refuse a refund on the item, or deduct up to 40% of the original selling price from the refund amount.

Items, other than Coolmax and Climarelle bedding, should be securely packaged and posted to us at:

RETURNS
Embrace the Change
Fairfax House
8 Fairfax Road
Heathfield
Devon
TQ12 6UD

It is your responsibility to ensure that any items being returned are securely packaged and correctly addressed. You are advised to obtain a proof of postage from the Post Office for any goods you return to us so that, should they be lost in the post, you can claim against Royal Mail.

For Wool, Coolmax and Climarelle bedding returns you should first contact us on 0844 557 9658 to obtain a Returns Authorisation Code. Full instructions will be included with your order.

Embrace the Change cannot accept any responsibility for returned items which do not reach our premises.

Please note: We will refund the price of the item to the purchaser or exchange the product once it is received by us. A refund of the delivery charge will be given in the instance of incorrect, damaged or faulty goods.

Refund policy

We hope you will be pleased with your purchase. Should you wish to return anything bought from us, we will be happy to refund or exchange a product provided it is in fully resaleable condition. Returns should be made within a reasonable time (usually 14 days) and in original, undamaged packaging. Please see below for exceptions to this policy.

If the product returned is not in fully resaleable condition or the packaging is damaged, we reserve the right to refuse a refund on the item, or deduct up to 40% of the original selling price from the refund amount. This does not affect your statutory rights.

Products we are unable to refund or exchange

For reasons of hygiene and safety, we cannot refund or exchange the following products unless they are faulty:

• Sheets and pillowcases
• Pillows
• Duvets and duvet protectors
• Mattress protectors
• Underwear
• DVDs
• Essential oils
• Lubricants
• Herbal remedies.



Delivery

Charges and options

Standard delivery is currently £2.95 on all orders.

• We aim to despatch in-stock items the next working day.
• Our carriers aim to deliver within 5 working days, but we cannot guarantee this.
• We cannot guarantee delivery within our usual timescales to a small number of remote rural areas.
• We include the cost of delivery (£2.95) in your Order Total before your payment card details are taken.
• If items are temporarily out of stock we will advise you at the time of your order and then again should the period be longer than 28 days.
• We deliver to all UK addresses, including Northern Ireland and the Isle of Man but excluding the Channel Isles.
• We do not deliver to overseas addresses or Postal Boxes.