Terms of service

1. About First Big Bed

Welcome to First Big Bed.

These Terms & Conditions govern your use of our website and the purchase of products from First Big Bed. By placing an order with us, you confirm that you have read, understood and agree to be bound by these Terms & Conditions.

First Big Bed is a UK-based retailer specialising in premium children's furniture, including toddler beds, Montessori floor beds, house beds, children's mattresses and bedroom accessories. Many of our products are made to order and handcrafted specifically for each customer, allowing us to offer a carefully curated range of configurable furniture built to exceptional standards.

If you have any questions regarding these Terms & Conditions before placing an order, please contact our Customer Care Team who will be happy to assist.

2. Definitions

Throughout these Terms & Conditions, the following words have the meanings set out below:

"We", "Us", "Our" refers to First Big Bed.

"You", "Your", "Customer" refers to the individual purchasing goods from First Big Bed.

"Website" means the First Big Bed website and any associated online sales channels operated by us.

"Products" refers to any furniture, mattresses, accessories or other goods supplied by First Big Bed.

"Made-to-Order Products" means any product manufactured specifically for your order, including products made to your selected size, finish, configuration, guard rail layout, storage options or other personalised specifications.

"Working Day" means Monday to Friday excluding public and bank holidays in England and Wales.

3. Placing an Order

When you place an order with First Big Bed, you are making an offer to purchase the products selected.

Once your order has been successfully placed, you will receive an automatic confirmation email acknowledging receipt of your order. This email confirms that we have received your order request but does not constitute acceptance of the contract.

A legally binding contract between you and First Big Bed is formed once your order has been accepted and enters our production or fulfilment process.

We reserve the right to refuse or cancel any order before acceptance where:

a product has been incorrectly priced due to a technical or administrative error;
a product is unavailable;
payment cannot be authorised;
fraudulent activity is suspected;
we believe an order has been placed in error; or
exceptional circumstances arise that prevent us from fulfilling the order.

Where an order is cancelled before acceptance, any payment received will be refunded in full.

4. Product Information

We take great care to ensure all product descriptions, specifications, dimensions and photographs displayed on our website are as accurate as reasonably possible.

As many of our products are handcrafted using natural solid timber, minor variations may occur between products. These variations are not defects and contribute to the unique character of each piece of furniture.

Product images are provided for illustration purposes only. Colours may appear differently depending on your screen, monitor, mobile device or lighting conditions.

Unless otherwise stated, decorative accessories shown in product photography—including mattresses, bedding, cushions, canopies, toys, lighting, storage baskets and room décor—are not included with the purchase.

Dimensions provided on our website are approximate and may vary slightly due to the handcrafted nature of our products.

We reserve the right to make minor improvements to products where necessary, provided these changes do not materially affect the overall quality, function or appearance of the item purchased.

5. Made-to-Order Furniture

The majority of our furniture is handcrafted specifically for each customer once an order has been placed.

Unlike mass-produced furniture held in stock, our beds are individually manufactured to your chosen specification. This may include, but is not limited to:

Bed size
Timber finish
Paint colour
Guard rail configuration
Left or right-hand opening
Storage drawer options
Leg height
Additional accessories

As your furniture is made specifically for you, production begins shortly after your order has been confirmed.

Because of this bespoke manufacturing process, lead times displayed on our website are estimates and should not be considered guaranteed delivery dates. Whilst we always aim to dispatch orders within the estimated timeframe, occasional delays may occur due to manufacturing schedules, material availability, quality control procedures or transport arrangements.

Where delays occur, we will keep customers informed and provide updated estimated dispatch information wherever reasonably possible.

6. Product Configuration

Many First Big Bed products are available with a variety of customisable options.

It is your responsibility to ensure all selected options are correct before completing your purchase.

This includes (where applicable):

Bed size
Finish or paint colour
Guard rail layout
Opening position
Storage options
Mattress selection
Accessories

Please carefully review your order confirmation immediately after placing your order.

If you believe an error has been made, you should contact us as soon as possible.

Whilst we will always try to accommodate amendments requested before production begins, we cannot guarantee changes can be made once manufacturing has commenced.

Absolutely. This section is arguably the most important from a legal perspective because it governs payments, promotional offers, amendments and cancellations. I've written it in a way that's clear for customers while protecting First Big Bed as a made-to-order retailer.

7. Prices & Payment

All prices displayed on the First Big Bed website are shown in Pounds Sterling (£ GBP) and include VAT where applicable, unless otherwise stated.

Delivery charges (where applicable) will be clearly displayed during the checkout process before you confirm your order.

We reserve the right to amend product prices at any time. However, once your order has been accepted, the price you have paid will not be affected by subsequent price changes.

Payment must be received in full before your order enters production or is dispatched.

We accept payment using the payment methods displayed at checkout. All transactions are securely processed using trusted third-party payment providers. First Big Bed does not store your full payment card details.

If payment is declined or cannot be authorised, we will be unable to process your order.

8. Promotional Offers & Discount Codes

From time to time, First Big Bed may offer promotional discounts, voucher codes or special offers.

Unless expressly stated otherwise:

Only one promotional code may be used per order.
Promotional codes cannot be applied retrospectively once an order has been placed.
Discount codes cannot be exchanged for cash or credit.
Promotions cannot be used in conjunction with any other offer unless specifically stated.
Certain products, brands or services may be excluded from promotional offers.

We reserve the right to withdraw or amend promotions at any time without prior notice.

Where a promotion has been applied in error due to a technical fault or misuse, we reserve the right to cancel or amend the order prior to dispatch.

9. Order Amendments

Because many of our products are individually made to order, it is important that all order details are checked carefully before completing your purchase.

If you need to amend your order after it has been placed, please contact our Customer Care Team as soon as possible.

We will always do our best to accommodate amendment requests. However, once manufacturing has commenced or materials have been allocated, changes may no longer be possible.

Examples of amendments include:

Changing the bed size
Changing the finish or paint colour
Changing the guard rail configuration
Altering the opening position
Adding or removing accessories
Updating the delivery address (subject to dispatch status)

Where an amendment is accepted after production has begun, additional charges may apply to cover manufacturing or administration costs.

10. Cancelling Your Order

We understand that circumstances can change after placing an order.

As many of our products are handcrafted specifically for each customer, we allow a 72-hour cooling-off period from the time your order is placed during which you may request cancellation for a full refund, provided manufacturing has not commenced.

After this period, your order will normally have entered production or materials will have been allocated.

For this reason, cancellation requests made more than 72 hours after placing your order cannot usually be accepted.

In exceptional circumstances, where we agree to cancel an order after production has begun, we reserve the right to deduct a reasonable contribution towards manufacturing, administration and material costs before issuing any refund.

This charge will be confirmed to you before any cancellation is processed.

Nothing within these Terms affects your statutory rights where applicable.

11. Made-to-Order Products & Consumer Cancellation Rights

Many First Big Bed products are manufactured specifically to your chosen specification.

This includes products configured with your selected:

Size
Finish
Paint colour
Guard rail layout
Opening position
Storage options
Accessories
Other personalised features

Under Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, products that are made to a consumer's specification or clearly personalised are exempt from the standard 14-day cancellation rights that normally apply to distance selling.

Where this exemption applies, cancellation rights are limited to those described in Section 10 above.

This does not affect your legal rights if goods are faulty, damaged or not as described.

12. Lead Times

Every First Big Bed is carefully handcrafted to order.

Estimated lead times shown on our website, product pages or order confirmations are provided in good faith and represent our best estimate at the time of ordering.

Lead times should not be considered guaranteed delivery dates.

Occasionally, production or delivery may take longer than expected due to factors outside our reasonable control, including but not limited to:

Manufacturing schedules
Quality control inspections
Material availability
Seasonal demand
Transport disruption
Weather events
Industrial action
Customs or border delays
Other unforeseen circumstances

Where delays occur, we will make reasonable efforts to keep you informed and provide revised estimated dispatch dates.

Whilst we appreciate delays can be frustrating, they do not automatically constitute a breach of contract where we continue to fulfil the order within a reasonable timeframe.

13. Delivery Services

First Big Bed works with carefully selected delivery partners to transport your furniture safely.

Depending on the products ordered and your location, deliveries may be made using:

National parcel couriers
Specialist furniture delivery partners
Two-person delivery services

Delivery services may vary depending on the product purchased.

Unless otherwise stated:

Delivery dates are arranged once your order has completed production.
Customers must ensure someone aged 18 or over is available to accept delivery.
It is the customer's responsibility to ensure suitable access is available for delivery.
Any access restrictions should be notified before dispatch.

Where enhanced delivery services such as room-of-choice delivery or assembly are purchased, additional terms may apply depending on the delivery partner.

Delivery charges are non-refundable once delivery has been attempted in accordance with the agreed service.

Excellent. This is the section that protects you most operationally. I've written it to strike a balance between being fair to customers and protecting First Big Bed against common issues such as late damage claims, missing parts, refused deliveries and mattress returns.

14. Delivery, Inspection & Acceptance

We ask that you inspect your order as soon as reasonably possible after delivery.

Please check that:

The correct products have been delivered.
All boxes listed on the delivery documentation have been received.
Packaging is free from significant damage.
The products appear to be in good condition.

You are not expected to assemble your furniture immediately. However, we recommend opening the packaging and checking the contents within 48 hours of delivery wherever reasonably possible.

If you believe any items are missing, damaged or incorrect, please notify our Customer Care Team promptly so we can resolve the issue.

Continuing to use or assemble the product does not affect your statutory rights, but early notification helps us investigate any issues with our delivery partners more effectively.

15. Missing Parts & Transit Damage

Whilst every order is carefully checked before leaving our workshop, occasional issues can arise during transportation.

If your order arrives with missing components or transit damage, please contact us as soon as possible.

To help us resolve the matter quickly, we may ask you to provide:

Your order number.
Photographs of the affected product.
Photographs of the packaging (where applicable).
Details of the missing or damaged parts.

Where appropriate, we will arrange replacement parts, replacement products or another suitable remedy in accordance with your rights under the Consumer Rights Act 2015.

Please do not dispose of damaged products or packaging until we have confirmed whether they are required for inspection by our delivery partner.

16. Returns

We hope you will be delighted with your First Big Bed purchase.

However, if you wish to return an eligible product, please contact us before arranging or returning any items.

As many of our beds are manufactured specifically to each customer's chosen specification, most furniture sold by First Big Bed is classed as made-to-order and is exempt from standard distance selling cancellation rights under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013.

Where we agree to accept the return of a made-to-order product as a gesture of goodwill, the following conditions will normally apply:

The product must be unused.
The product must not have been assembled.
All original packaging must be retained.
The product must be returned complete with all components and fixings.
The item must be in a resaleable condition.

Where a return is accepted, collection charges may apply and will be advised before collection is arranged.

Returns received in an unsuitable condition may be refused or subject to deductions reflecting any loss in value caused by handling beyond what is necessary to establish the nature, characteristics and function of the goods.

Nothing within this section affects your statutory rights where products are faulty or not as described.

17. Mattresses & Hygiene Products

For hygiene reasons, mattresses, mattress protectors, pillows, duvets, bedding and other sealed hygiene products cannot be returned once opened, unsealed or used unless they are faulty.

We encourage customers to carefully check the product dimensions and specifications before opening any hygiene product.

If a mattress is found to be faulty, damaged or not as described, please contact us immediately so that we can investigate and provide an appropriate remedy.

18. Refunds

Where a refund is due, it will be processed using the original payment method wherever possible.

Once processed, refunds typically reach your account within 7–10 business days, although this may vary depending on your bank or payment provider.

If a return is agreed, refunds will normally be processed once the returned goods have been received and inspected.

Where deductions are applicable under these Terms & Conditions, these will be explained before any refund is issued.

19. Faulty Goods

If you believe your product is faulty, please contact our Customer Care Team as soon as reasonably possible.

We may ask you to provide photographs or further information to help us assess the issue.

Many concerns can be resolved by supplying replacement parts or arranging a repair, allowing customers to enjoy their furniture without unnecessary inconvenience.

Where a product is confirmed to be faulty, we will provide an appropriate remedy in accordance with the Consumer Rights Act 2015. Depending on the circumstances, this may include:

Replacement parts
Repair
Replacement product
Refund

The appropriate remedy will depend on the nature of the fault and the stage at which it is reported.

20. Natural Timber Characteristics

Our furniture is handcrafted from premium solid European pine.

As wood is a natural material, every piece is unique.

Natural characteristics may include:

Grain variation
Small knots
Colour variation
Texture variation
Seasonal movement
Expansion or contraction due to humidity and temperature

These natural features are not defects and form part of the beauty and character of solid timber furniture.

Because timber is a living material, slight movement over time is entirely normal and should be expected.

21. Painted & Natural Finishes

We use carefully selected child-safe finishes that are suitable for children's furniture.

As every bed is individually manufactured and finished by hand, slight variations in colour, wood grain visibility and paint coverage may occur between products.

Screen settings, lighting conditions and photography can also affect how colours appear online.

Whilst we take every care to represent colours accurately, minor variations between on-screen images and the finished product should be expected.

Natural timber products supplied unfinished will display the unique characteristics of the wood and may change in appearance over time as they are exposed to light and their environment.

22. Warranty

At First Big Bed, we take great pride in the quality of our products.

All First Big Bed furniture is covered by a 2-year manufacturer's warranty against defects in materials or workmanship from the date of delivery.

Where mattresses are supplied by First Big Bed, these are covered by a 12-month manufacturer's warranty, unless otherwise stated on the individual product page.

This warranty covers manufacturing defects only and does not cover:

Normal wear and tear.
Accidental damage.
Misuse or neglect.
Damage caused during incorrect assembly.
Commercial use.
Improper storage.
Exposure to excessive moisture or extreme temperatures.
Natural movement of solid timber.
Cosmetic damage reported after assembly where it is not attributable to a manufacturing defect.

If a warranty claim is accepted, First Big Bed may, at its discretion:

Supply replacement parts.
Repair the product.
Replace the product.
Offer another appropriate remedy.

This warranty is provided in addition to your statutory rights under UK consumer law.

23. Limitation of Liability

Nothing within these Terms & Conditions excludes or limits liability where it would be unlawful to do so.

This includes liability for:

Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Breach of your statutory consumer rights.

Subject to the above, First Big Bed shall not be liable for:

Indirect or consequential losses.
Loss of profits.
Loss of business.
Loss of opportunity.
Loss caused by delays outside our reasonable control.

Our total liability relating to any order shall not exceed the total amount paid for that order.

24. Chargebacks & Payment Disputes

We encourage customers to contact our Customer Care Team before initiating a chargeback or payment dispute.

Many issues can be resolved quickly through replacement parts, repairs, refunds (where appropriate) or other reasonable solutions.

Where a chargeback is raised after goods have been successfully delivered, we reserve the right to provide evidence to the relevant payment provider, including but not limited to:

Proof of delivery.
Delivery signatures.
Courier tracking.
Order confirmations.
Customer correspondence.
Photographic evidence.
Manufacturing records.

If a chargeback is found to have been raised incorrectly after goods have been supplied in accordance with the contract, we reserve the right to recover any outstanding sums through appropriate legal channels.

25. Product Photography

We work hard to ensure all photography accurately represents our products.

However:

Room settings are styled for inspiration.
Bedding and accessories may not be included.
Colours may vary between screens.
Natural timber varies from piece to piece.

Measurements shown within lifestyle photography should not be relied upon.

Customers should always refer to the dimensions provided within the product specification.

26. Intellectual Property

All content displayed on the First Big Bed website is owned by or licensed to First Big Bed.

This includes:

Product photography.
Lifestyle imagery.
Logos.
Product names.
Graphics.
Website design.
Written content.
Buying guides.
Blog articles.

No material may be copied, reproduced, distributed or used without our prior written permission.

27. Website Use

By using our website, you agree not to:

Use the website unlawfully.
Attempt to gain unauthorised access.
Interfere with website functionality.
Upload malicious software.
Copy website content without permission.
Use automated software to extract data without our consent.

We reserve the right to suspend or restrict access where misuse is identified.

28. Privacy

Your privacy is important to us.

Any personal information collected through our website will be handled in accordance with our Privacy Policy and applicable UK data protection legislation.

Information may be used for:

Processing your order.
Delivery arrangements.
Customer support.
Warranty administration.
Fraud prevention.
Legal obligations.

We never sell customer data to third parties.

Further information can be found within our Privacy Policy.

29. Force Majeure

We shall not be responsible for delays or failures to fulfil our obligations where such delays arise from events beyond our reasonable control.

These may include, but are not limited to:

Severe weather.
Flood.
Fire.
Industrial action.
War.
Pandemic.
Government restrictions.
Transport disruption.
Material shortages.
Power failures.
Customs delays.
Supplier failures.

Where such circumstances occur, we will make reasonable efforts to minimise disruption and keep customers informed.

30. Changes to These Terms

We reserve the right to update these Terms & Conditions from time to time.

Any changes will apply to future orders placed after the revised Terms & Conditions have been published on our website.

The Terms applicable to your order will be those in force at the time your order was placed.

31. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any disputes arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales unless applicable consumer legislation provides otherwise.