- We custom‑cut foam and create custom‑made mattresses.
- All sizes are cut from large foam blocks to your exact dimensions and specifications.
- Once the foam has been cut to size or the mattress has been assembled with multiple layers in a specific combination or custom size, the order cannot be returned.
- Because we work directly with the manufacturer, we can sometimes modify your mattress or foam order to better suit your preferences.
- This can be done by reusing the existing pieces and, if needed, adding more foam to change the firmness, compression, or size.
- Before production starts, and depending on the requested delivery date, written cancellation may be possible in certain cases.
- Please contact us as soon as possible by email at [email protected].
- Any returns approved by FOAM LONDON must be in original factory condition.
- Any changes to the product’s factory condition will void the return. This includes, but is not limited to: reshaping, trimming, tears, cracks, punctures, stains, and odors.
- If a product is shipped to a customer and then returned to FOAM LONDON, the customer is responsible for actual shipping costs both to and from FOAM LONDON.
- If a product is shipped to a customer and the return is made in person at the FOAM LONDON Vaughan Factory, the customer is responsible for the original actual shipping cost.
Returns of Foam Products
Approved returns or exchanges must be received at the FOAM LONDON® Vaughan Factory within 21 calendar days of the shipping or pickup date.
Foam products may not be returned for any reason except as outlined below:
Incorrect order:
If you receive items that were shipped in error, please contact us so the order can be returned to FOAM LONDON® for correction. FOAM LONDON® will pay all ground shipping and handling charges. Because every order is unique and many are customized, please reach out to us before sending anything back. In some cases, only a single component may need to be returned instead of the entire order, which saves you the effort of repackaging everything and allows you to use the correct parts of the shipment while the issue is being resolved. The incorrect item must be received by FOAM LONDON® before we can process an order correction. All returned items must be in original factory condition.
Mistake in size:
If any foam product ordered with specific dimensions falls outside the stated tolerance range (±¼”), you may return it, in factory condition, for a refund or exchange. FOAM LONDON® will cover all ground shipping and handling charges. Please contact us before sending the product back; it may only be necessary to return one component rather than the full order, which reduces the need to repackage everything and lets you keep using the correct parts while the problem is addressed. The incorrect product must reach FOAM LONDON® before we can issue an order correction.
Immediate defects:
If your order is correct and within the acceptable size tolerance but contains an obvious factory defect, it must be returned in the same condition and packaging as received. The defective item must be in FOAM LONDON®’s possession within 21 calendar days of the ship or pickup date to qualify for a return or exchange. The customer is responsible for the actual shipping costs, both to and from FOAM LONDON®.
Authorized return:
If a return is approved and FOAM LONDON® is not at fault, the product is subject to a 25 percent restocking fee. The customer pays all actual shipping costs, both to and from FOAM LONDON®. For a return to be authorized, the product must be in original factory condition. Products that have been custom‑cut are non‑returnable.
Authorized exchange:
If an exchange is approved, the customer is responsible for the actual shipping costs, both to and from FOAM LONDON®. For an exchange to be processed, the product being returned must be in factory condition. Custom‑cut products are non‑exchangeable but may be reworked where possible.
Making a return:
All products must be accompanied by the original receipt to qualify for warranty claims or returns. Your receipt is the packing slip included with your shipment.
Approved returns or exchanges must arrive at a FOAMITE® facility within 21 calendar days of the shipping or pickup date, or within the timeframe specified by the applicable guarantee or warranty.
Please call us with your name, invoice number, date of invoice, and the date you plan to return the product.
Once your return reaches our facility, please allow 10 to 15 business days for processing.
Note:
FOAM LONDON® is not responsible for lost or misdirected returns. To protect yourself, please insure all returns. FOAM LONDON® does not provide expedited shipping at our expense for any reason.