Terms of service

These Terms of Sale apply to the ordering and supply of mattresses and sleep-related products (the “Products”) offered from time to time on the Owl + Lark website (the “Website”) at https://owllark.com by Owl + Lark Limited (“us”, “we” or the “Company”). These Terms should be read carefully. By placing an order, you agree to these Terms of Sale without limitation or qualification.

Use of the Website is also governed by our Terms of Use and Privacy & Cookies Policy.

1. Parties

1.1 These Terms of Sale apply to the contractual relationship between you, the customer, and Owl + Lark Limited, a company registered in England and Wales with company number 12398178, whose registered office is at Winterman House, 11 Old’s Approach, Tolpits Lane, Watford, Middlesex, United Kingdom, WD18 9QY, and VAT Registration Number 349183378.

1.2 If you do not agree to these Terms of Sale, you must not place an order with us.

2. Product

2.1 We have taken reasonable steps to depict Products accurately on our Website, but images may differ slightly from actual Products in respect of colour, shade, configuration, size or finish. Variations may also occur due to differences in screen display settings.

2.2 Comfort is subjective and can be influenced by multiple factors such as your bed base, body weight, sleeping position and preferences. If you have questions about a Product, please contact our team at customerservices@owllark.com.

3. Purchasing

3.1 You must be at least 18 years old to purchase from us.

3.2 Orders can be placed via the Website following on-screen prompts. By clicking “Confirm + Pay”, you agree to these Terms of Sale and to pay for the selected Product(s).

3.3 Order confirmation does not constitute acceptance. Your order is an offer to us. Acceptance occurs only once we have contacted you to arrange delivery or confirmed dispatch.

3.4 We reserve the right to decline any order prior to acceptance.

3.5 Full payment must be received for an order to be processed.

3.6 Orders are subject to availability. If stock is insufficient, we will notify you and offer either a wait or cancellation.

3.7 It is your responsibility to ensure all order details are correct. If you spot an error before dispatch, please contact us immediately.

4. Price and Promotions

4.1 Prices include applicable UK taxes and standard white-glove delivery service.

4.2 Optional services (e.g. old mattress removal) are provided by third parties and form separate contracts.

4.3 We accept no liability for services paid directly to delivery partners.

4.4 Prices are subject to change but changes will not affect orders that have already been placed.

4.5 Discount and referral codes must be applied at checkout. We reserve the right to reject codes that are expired or improperly distributed. We reserve the right to cancel orders or remove discounts where referral or promotional codes have been used in breach of these Terms, including sharing on public platforms or using fictitious identities.

4.6 Codes have no cash value and are not refunded if an item is returned.

4.7 Referral Scheme: Refer a friend who keeps their mattress beyond the trial period and you’ll receive £50 refunded to your payment method. The referee receives £50 off their purchase. This offer is for friends and family only and must not be shared publicly.

5. Payment

5.1 We accept Visa, MasterCard, and American Express.

5.2 Payments are processed by Stripe. Online transactions may be subject to security and validation checks.

5.3 All payments must be made in GBP.

6. Delivery

We do our best to make delivery smooth and straightforward. Here’s what you can expect and what we’ll need from you.

6.1 Once your order is confirmed, our delivery partner will contact you to schedule delivery.

6.2 Deliveries occur Monday to Friday, 8am–7pm, excluding bank holidays.

6.3 We cannot deliver to PO Boxes.

6.4 It is your responsibility to ensure the Products will fit into your property. Mattress dimensions are listed on the Website. If a Product cannot be delivered due to sizing, redelivery charges may apply. If delivery cannot be completed due to insufficient access or lack of preparation at the delivery address, we reserve the right to charge for a redelivery or restocking fee.

6.5 If instructed, our delivery partner may leave the product in a nominated safe place. Once delivered, risk transfers to you. If you instruct us to leave the Product in a safe place, you assume full responsibility for any loss, theft, or damage that may occur after delivery. We recommend selecting this option only if you are confident the location is secure and protected from the elements.

6.6 Our delivery team will ask you to sign a document confirming receipt and the condition of the Product. You must inspect all items carefully before signing. By signing the delivery form, you confirm the Product has been fully inspected and received in good, damage-free condition. No claims for visible damage, defects or missing parts will be accepted after signing unless explicitly noted on the form at the time of delivery.

6.7 If you refuse setup or inspection at the time of delivery, you may be asked to sign a waiver. Risk and responsibility for the Product transfer to you at that point.

6.8 If assembly is included and you choose to decline it, we may be unable to accept responsibility for any damage resulting from self-assembly. We strongly recommend using the included assembly service where available.

6.9 Failed deliveries may incur a charge of up to and including the full cost of delivery typically in excess of one hundred pounds. 

6.10 Estimated delivery windows are provided as a guide only. We recommend you being at the delivery address ready to receive items all day on the day of delivery.

6.11 The delivery team may call prior to arrival, however, this call is a courtesy and should not be relied upon as an indicator of when you need to be at the delivery address. We strongly recommend you to be available all day at the delivery address. 

7. Risk

7.1 Ownership and risk pass to you when you accept delivery.

8. Cancellation

8.1 You may cancel your order prior to dispatch. Contact us immediately to stop the shipment.

8.2 If your order has been dispatched, it may still be returned under the terms of the trial. If you do not wish to keep the Product, do not open it. It should remain sealed in its packaging.

8.3 You must take reasonable care of the Product before it is collected.

8.4 For large items such as mattresses, if you have confirmed a delivery date, cancellations or changes made within 48 hours of that scheduled delivery may incur a charge of up to and including the full cost of delivery typically in excess of one hundred pounds. These deliveries involve significant logistical planning, and in many cases the item may already have left the warehouse or been routed for final delivery. Where late changes cause operational disruption, we reserve the right to deduct applicable charges from any refund.

9. Trial Period

Because it can be difficult to tell if a mattress is the right fit without sleeping on it, we offer a 101-night trial on mattresses. We recommend trying the mattress for at least 30 nights before making a decision. Accessories such as pillows and sheets come with a 30-night trial.

9.1 The trial period starts on the date of delivery.

9.2 To initiate a return, you must email us within the applicable trial period with your name and order number.

9.3 Only one trial period is permitted per household. We may refuse returns or exchanges where we believe the trial policy is being misused.

9.4 Products returned under trial must meet our condition requirements (see Section 11).

9.5 We reserve the right to link multiple orders using identifying information (including name, payment method, email address, phone number or delivery address variations) and may decline exchanges or returns where we believe the trial has been misused or circumvented. Decisions regarding eligibility for trials, returns or exchanges remain at the sole discretion of Owl + Lark and will be assessed on a case-by-case basis.

9.6 Refurbished or clearance items may not be eligible for the full trial period or standard warranty terms. Any such exclusions will be made clear on the relevant product page prior to purchase.

9.7 Our trial and return policy is designed for domestic, personal use only. Use of a Product in a commercial or semi-commercial setting, including short-term rental or hospitality environments, may void your eligibility for trial or return. Please contact us before purchase if this applies.

10. Trial Exchanges

10.1 You may request a one-time exchange of your mattress for a different model during the 101-night trial.

10.2 The 101-night trial window continues from the original delivery date and does not restart.

10.3 The original mattress must be returned in acceptable condition before the replacement is confirmed.

10.4 If a returned item is found to be stained, damaged, or otherwise in an unsellable condition, we reserve the right to charge you the full price of the replacement mattress.

10.5 We may deliver your replacement mattress and collect the original at the same time.

10.6 Exchanges are subject to availability and delivery scheduling.

10.7 We reserve the right to decline exchanges where we believe the trial is being misused, where a household has already made a return or exchange, or where a swap is unlikely to resolve the issue (for example, where the preference difference is minimal). All exchange requests are subject to availability, standard delivery scheduling, and approval at our discretion.

10.8 For accessories, a one-time exchange may be granted during the 30-night trial period, at our discretion.

10.9 Second returns following an exchange may incur collection and delivery charges, which we may discuss with you in advance. If a second return is requested following an exchange, we reserve the right to charge for all associated delivery and collection costs. These charges will apply unless we explicitly waive them in writing.

11. Returns and Product Condition

11.1 Mattresses must be in a condition we could reasonably expect to resell. This means clean, free from stains, odours, or damage, and not heavily soiled. We recommend using a mattress protector.

11.2 Accessories may be washed during the trial, but must be returned in good, undamaged condition. We reserve the right to refuse a return if the Product shows excessive wear, deterioration or condition inconsistent with typical trial use, even if no explicit damage is present.

11.3 We inspect all returned items at our facility. If a product does not meet our condition requirements, we reserve the right to refuse the return or apply appropriate deductions to the refund. These may include costs associated with cleaning, repair, restocking or disposal, depending on the condition of the returned item.

11.4 We will inform you of any issue with the returned product within 14 days of receipt.

12. Returns Delivery

12.1 Returns during the trial period are free using our standard delivery service, unless you were charged for the original delivery — in which case, return collection is charged at the same rate.

12.2 If we are unable to collect a return within 30 days due to your unavailability, we reserve the right to refuse the return. A return is not considered valid unless collection is successfully arranged and completed within 30 days of your request. Failure to complete collection within this period may void your eligibility for a refund.

12.3 Returns of exchanged products may be subject to delivery or collection fees. This will be clearly communicated in advance.

12.4 If you choose to return a Product using your own courier or transport service, you remain responsible for the item until it is received and inspected by us. We cannot accept responsibility for any loss or damage that occurs in transit.

13. Refunds

13.1 We will refund up to the amount paid for the Product, excluding any extra delivery charges.

13.2 Refunds are processed to the original payment method.

13.3 We aim to complete refunds within 14 days from the date the returned product is received and inspected.

13.4 If a refund is refused due to product condition or breach of return terms, we will not be held liable for any third-party dispute resolution initiated by the customer (e.g. chargebacks). We reserve the right to share all relevant documentation with payment processors.

13.5 If Products were purchased as part of a promotional bundle or offer, returning one part of the bundle may void the discount or result in a partial refund based on the standard pricing of the retained item(s). We reserve the right to recalculate the order value accordingly.

14. Warranty

14.1 Our mattresses come with a 10-year limited warranty against defects in materials and workmanship. Bed frames carry a 5-year warranty, and accessories a 1-year warranty unless otherwise stated. Warranty claims will not be accepted for defects or damage that were present at the time of return or noted during the trial return inspection.

14.2 Refurbished products may carry different warranty terms, which are detailed on the product page.

14.3 This warranty applies only to the original purchaser and is not transferable.

14.4 The warranty covers:

a) Manufacturing defects and structural faults that impact performance.

b) Physical imperfections in the foam or cover due to faulty materials.

14.5 The warranty does not cover:

a) Normal wear and tear or softening over time.

b) Damage caused by misuse, improper handling or failure to follow care instructions.

c) Stains, burns, or odours.

d) Commercial use (unless agreed in writing).

e) Damage to handles caused by lifting the mattress with them.

14.6 If you wish to make a claim, email us with details of the issue. We may request photos or perform an inspection. To help validate claims, we encourage customers to report any visible defects within 14 days of receipt, even where covered under longer-term warranty. Delay in notification may affect our ability to assess the claim fairly.

14.7 If we validate your claim, we may choose to repair, replace, or refund part or all of the purchase price.

14.8 Replacement products issued under warranty do not restart the warranty period. The original warranty start date still applies.

14.9 Your statutory rights are not affected.

15. Intellectual Property

15.1 All intellectual property rights in our Products, Website and content belong to Owl + Lark Limited or its licensors.

15.2 You may not publish or share images of our Products in contexts that could be considered disreputable or harmful to our brand.

16. Governing Law

16.1 These Terms of Sale shall be governed by and construed in accordance with the laws of England and Wales.

16.2 Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

17. Waiver

17.1 If we elect to waive any of our rights under any section of these Terms of Sale, this will not bar us from bringing future claims.

17.2 If we do not enforce our rights against you, this does not negate your contractual obligation to perform in accordance with these Terms of Sale.

17.3 Any waiver must be made explicitly and in writing.

18. Severability

18.1 If any provision of these Terms is found to be unlawful or unenforceable by a court, the remaining provisions will remain in full effect.

18.2 If part of a provision is found to be unenforceable, the rest of the clause shall continue to apply.

19. Variation

19.1 We may amend these Terms at any time. Revised Terms will be posted on our Website and dated accordingly.

19.2 Amendments will not affect any order placed before the revised Terms were published.

19.3 We may assign our rights and obligations to another entity. You may only transfer your rights with our prior written consent.

20. Entire Agreement

20.1 These Terms, along with our Privacy & Cookies Policy and Terms of Use, represent the entire agreement between us.

20.2 They supersede any prior understandings or agreements between you and us, whether oral or written.

21. Third Party Rights

21.1 No third party shall have the right to enforce any of these Terms under the Contracts (Rights of Third Parties) Act 1999.

22. Contacting Us

22.1 If you have questions regarding these Terms, please email us at contact@owllark.com.