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Online Q&A

Frequently asked questions

Why do I have to select my country when shopping on the site?
Selecting the correct country allows us to direct you to the most appropriate site for local shipping and taxes.

What countries do you deliver to?
We currently deliver to the United Kingdom and the United States. If you live outside these areas, you can still place an order for any of our products by contacting a showroom.

Do I have to create an account to place an order?
No, we do not require customers to set up an account to place an order and currently do not offer the facility to create an account.

How much does the delivery cost?
We offer complimentary delivery on all purchases in the UK and for orders over $500 in the US.

What packaging will my linen/bedding arrive in?
Linen and bedding items are packed into cardboard boxes for safe transportation. If your item is damaged on arrival, please get in touch.

Can my order be gift wrapped?
We are not currently able to offer gift wrapping.

How do I modify/cancel my order?
If you wish to make any changes to your order before it’s despatched, please email our sales operations team [email protected]

When can I expect delivery of my online order?
Our bed linen is proudly made in small batches in England. If a particular size is out of stock, it will be ordered for you. Sometimes this leads to a slight delay in delivery. To ensure you know when to expect your items, one of our team will let you know the lead time.

Our bedding is made in Austria and Germany, and we carry stock of all the main sizes. However, a specific size may need to be ordered for you, so it can take longer to arrive. In this situation, our team will always advise you as soon as they receive your order and it’s ready for despatch. If your item is urgent, please add a note in the comments box when you place your order.

How do I track my order?
Once you have placed your order, you will receive an order confirmation email immediately. Following this email, within 1-3 days, depending on the day the order has been placed, you will receive confirmation your order is being processed, and we will contact you to advise a despatch date. If you have any questions about your order, please email or phone our team.

Can I get an invoice for my payment?
Once you have placed your order, you will receive an order confirmation. We will be happy to send you an invoice, please email us [email protected]

Can I return or exchange an item I purchased online?
We want you to be delighted with your purchase, but if you are not, you can return or exchange an item within 14 days of receipt, provided the products are returned complete, in perfect condition, unused and with their original packaging (unless faulty or misdescribed). Unfortunately, we cannot accept returns on made to order items (unless faulty or misdescribed).

We cannot accept returns for bed linen, duvets, and pillows for hygiene reasons if the sealed packaging has been opened.
To return or exchange an item bought online, please email [email protected] with your order number, and we will email details about how to return it. Please return your item within 14 days of letting us know.

When will I receive my refund?
We aim to process refunds 1-2 days after receipt of the goods. If you have not received your refund confirmation within 5 days, please get in touch.

Can I return my order to a store?
No, unfortunately, we cannot accept online returns to our stores.

Can I collect items in-store?
Yes, we can arrange for your order to be delivered to the store if this is more convenient. Any items need to be collected within 7 days.

What if the size isn’t right?
You can arrange an exchange by contacting our team.

Which payment methods do you accept for online purchases?
We accept all major credit cards.

How long can I expect an answer from the sales operation team and what are Savoir’s operational hours?
The sales operations team are based in the UK and operates Monday to Friday 9 am to 5 pm (BST). If you are in the US, please contact the showroom via phone 646 767 9935, email  [email protected] or use our live chat on the website. Our team is available Monday to Friday 10 am-6 pm (EDT).

What information will be shared with third parties?
We use Opayo in the UK and Stripe in the US for payment processing. No card details are stored on our systems.

Will my personal and payment information be safe?
We take customer data very seriously. All online orders are handled directly by the Savoir team. This includes processing, order fulfilment, despatch and returns.

Where can I find care information for your products?
Our mattress and bed linen care guide can be found here Savoir Bed Care Guide | Savoir Beds

If you have any questions on care, please don’t hesitate to contact our customer service.