Customer Service

Joshuasdream.com is owned and operated by Joshua’s Dream Limited. By placing an order through this website, you agree to the following Terms & Conditions, which apply in conjunction with our Delivery Information and Privacy Policy.

Delivery
Delivery to mainland UK addresses is charged at £7.95, with free delivery on orders of £100 or more. Delivery charges and timescales for other destinations are shown on our Delivery Information page.
Orders to UK mainland addresses are normally delivered within 1–7 working days of receipt, subject to stock availability. During busy periods or for special-order items, delivery may take longer, and we will advise you of expected timescales.
All products are sent by courier. Proof of delivery is normally obtained by signature. Where this is not possible, the courier may provide photographic evidence of the parcel at the delivery address (often with the recipient present at the doorway). Such proof of delivery will be treated as valid confirmation that the goods have been delivered.
Our policy requires parcels to be handed in person to someone physically present at the delivery address. We do not authorise goods to be left with neighbours, in porches, on doorsteps, or in other “safe places.”
If you instruct the courier (directly, in writing, via intercom/video doorbell, or by any other method) to leave goods unattended or with a third party, this will still constitute delivery. In these circumstances, responsibility for the goods passes to you at the time the courier records the delivery (by signature, photo, or delivery scan), and we cannot accept liability for any loss, theft, or damage arising thereafter.
Shortages or damages must be reported to us within 10 days of delivery.
Further details, including delivery charges for non-UK destinations and courier options, are available on request
Methods of Payment
We accept secure payment by credit and debit card using our encrypted checkout system. Cards accepted include: Visa, MasterCard, Maestro, Electron, Solo, and American Express.
Card Security Code (CVC / CVV2)
As part of our payment security process, you will be asked to provide your card’s security code:
American Express: four-digit code printed on the front of the card, above the main number.
All other cards: three-digit code printed on the back of the card, on the signature strip (use the last three digits if more are shown).
Security
All payment information is transmitted securely using SSL (Secure Socket Layer) encryption. This ensures your card details remain safe when sent from your device to our server. We do not store full card details.
Returns, Refunds & Cancellations
We want you to be completely satisfied with your purchase. If for any reason you are not, you have the right to return or exchange items, subject to the terms below.
Your Right to Cancel
You must notify us within 14 days of receiving your order if you wish to return or cancel.
Once you have notified us, you have a further 14 days to return the goods.
Special order and made-to-order items cannot be cancelled or returned once the order has been placed, unless faulty.
Exclusions for Hygiene & Safety
For reasons of hygiene and in accordance with the Consumer Contracts Regulations 2013, we cannot accept returns of the following items unless they are faulty:
Duvets, pillows, and mattress protectors
These products are non-returnable once opened, unsealed, or used, as they are considered goods sealed for health protection and hygiene purposes. Returns will only be accepted if the items are in their original, unopened packaging and in a completely unused condition.
This does not affect your statutory rights in relation to faulty or misdescribed goods.
Condition of Returns
Goods must be returned in their original packaging, unused, and in the same condition as supplied.
Items returned without packaging, or not in resalable condition, will not be refunded or exchanged.
If such goods need to be returned to you, you will be responsible for the carriage costs.
Returns Process
Please contact us first so that we know to expect your return.
Items should be returned using a tracked courier or postal service. We strongly recommend obtaining proof of posting.
We cannot accept responsibility for lost parcels without tracking.
Items returned with postage unpaid may not be delivered.
Return address:
Joshua’s Dream Limited (Deliveries & Returns)
c/o Seymour's Home
24 Grange Road
Darlington
County Durham
United Kingdom
DL3 7HJ
Refunds
If an item is faulty, we will refund postage costs up to £7.00 once we have verified the fault (this may involve supplier testing).
Refunds will normally be processed within 3 working days of us receiving your return.
Sale items may be returned for a full refund.
International Returns
You must notify us within 14 days of delivery if you wish to return. You then have 14 days to complete the return.
Returns can be arranged through DHL or UPS at your cost, or by your own courier.
Items must be unopened, unused, and in original packaging. Waterproof outer packaging must be used, with our return address clearly visible.
Joshua’s Dream does not refund international return shipping or packaging costs, except where goods are faulty.
Seasonal Returns
Orders placed between 3rd November and 12th December may be returned up until 6th January.
Orders placed after 12th December are subject to the standard returns policy above.
Your statutory rights are unaffected.
Complaints
We aim to resolve complaints quickly and fairly.
Complaints will be acknowledged within 48 hours.
You will be kept informed until resolution.
Please contact us directly if you have a complaint.
Privacy Policy
Joshua’s Dream Limited is committed to protecting your privacy. We comply with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
Data collected: We only collect personal information you provide (e.g. order forms, enquiry forms).
Use of data: We will not contact you without consent and will never share your details with third parties unless agreed.
Your rights: You can request a copy of your data at any time and ask us to correct or delete it.
Cookies: Our site may use cookies to analyse visitor behaviour and improve service. You can adjust your browser settings to block cookies, but some features may not function correctly.
For more details, please see our Privacy & Cookies Policy.
Limitation of Liability
Joshua’s Dream Limited shall not be liable for any indirect, incidental, or consequential losses, including loss of profits, business, or data, arising from the use of our website or the purchase of our goods. Our liability is limited to the purchase price of the goods in question, except where prohibited by law.
Governing Law
These Terms & Conditions are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.