Help


ORDERING FROM DORMA

How do I order?

Ordering online is easy and the steps involved are explained below. However if you are having any trouble, email us or call on 0870 220 9212.

There are three main ways to shop on our website:

  1. BROWSE OUR CATEGORIES FROM THE TOP MENU

    Click on Dorma, Conran or Freckles to browse all the bedlinen designs in each of these collections. Alternatively, click on Shop by product where you'll be able to choose to look at all products regardless of the brand. So, if you're looking for a quilt cover, but don't have a specific one in mind, then click on Shop by product and then quilt covers and you'll see every option available to you. Perfect if you need some inspiration!

  2. SEARCH BY PRODUCT NAME, TYPE OR ITEM NUMBER

    You can search for a type of product or a specific item by entering keywords into the search box at the top of the page, eg Quilt cover or Rose Jacquard double quilt cover.

    Alternatively, if you know the item number of the product you would like to order, then you can type this directly in to the search box too and you will be taken straight to the details of that particular item.

  3. USE THE QUICK SHOP

    Perfect if you're shopping from the new Dorma Catalogue and have already chosen the items that you would like to buy! Simply click on Quick Shop from the top menu and enter the item numbers of all the items you would like to order and then click ADD TO BASKET. It couldn't be easier!

    Once you have decided on the items you wish to buy, click on ADD TO BASKET, you can then choose to continue shopping or proceed to checkout.

    During checkout, you will be asked to enter your contact details, your delivery address and your payment details. Your purchase will be processed in a completely secure environment, and you will automatically receive an order confirmation by email to the address you provide to us.

Why do I have to register?

You don't have to register to view products on the Dorma site. However, if you want to place an order then registration is required. This can either be done at checkout when you place your first order or you can pre-register by clicking on the link at the top of the page. This is a very easy process, and will only take you a few minutes. You will be required to provide an email address and password and fill in your contact details.

There are lots of benefits of registering to shop with Dorma online too:

Once you've registered with us;

  • You will only have to enter your name, address and contact details once; you will never have to complete them again - unless of course you need to update them if your circumstances change.
  • You can store all your different delivery addresses in your address book for faster ordering.
  • Once you have placed an order, you can view your order history and the status of your current orders all online within your account.
  • You can choose to receive the Dorma email newsletter, with special promotions that are exclusive to web customers.

I've ordered online, how do I know if my order has been received?

When you successfully place your order online, a confirmation message including your Order Number will appear on your computer screen. You will also receive an automated confirmation email to the email address you have provided. If you do not receive these, or have any further queries about your order, please telephone our Customer Services team on 0870 220 9717 or email us.

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PAYMENT INFORMATION

How can I pay for my order?

We accept all major debit and credit cards on our website (AMEX, Mastercard, Visa, Delta, Solo, Maestro and Switch). We will not charge your credit or debit card until we despatch your order.

If you would prefer to pay by cheque, then please use the order form in our catalogue. If you haven't received a catalogue, but would like one, then click on the link at the top of this page and we will send one out to you.

Please note, if you pay by cheque, your order will not be dispatched until the cheque has cleared.

When do I pay for my order?

If you pay by credit or debit card, we will not charge your card until the goods physically leave our warehouse. If you have opted to pay by cheque, we will process the cheque before the goods are sent out to you.

How do I use promotion codes that I have received by email or in the post?

Once you have added the items you wish to purchase to your basket, you will see a Voucher/Promotion Code box. Enter your promotion code here and click Apply. If you don't click apply, your basket will not be updated with the relevant offer.

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DELIVERY SERVICE

How long is delivery?

Delivery within the UK and Ireland will be within 7 working days of receipt of your order. If for any reason there is a further delay, we will contact you to notify you of the delay and despatch it to you as soon as it arrives in stock.

Do you offer next day delivery?

We do not currently offer next day delivery. Our standard delivery service to the UK and Ireland is within 7 working days.

Do you deliver outside the UK?

Yes. We will deliver to addresses in Europe and the rest of the world.

How much is delivery?

UK and Ireland (within 7 working days) £3.95
Europe (within 28 days) £25
Rest of World (within 28 days) £50

Please note that all overseas deliveries may be subject to local import duties, and may be affected by Customs and Excise delays. Please note that Dorma Group cannot be liable for any local import duties and taxes imposed.

Can I have my order delivered to another address?

Yes. We will gladly deliver to a family member or neighbour if it is more convenient for you, but unfortunately we cannot leave a parcel unless someone is there to sign for it.

Do I have to be at home when my order is delivered?

We do require a signature when your order is delivered, so someone will need to be home when we attempt delivery. Therefore, to ensure you receive your order as quickly as possible, please give us a delivery address where someone will be in to accept the parcel. We will gladly deliver to a family member or neighbour if it is more convenient for you.

Where is my order?

We aim to deliver UK orders within 7 working days, but unfortunately we cannot guarantee a specific delivery date. If you sign in to your account, you will be able to track the status of your order in the order history section.

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RETURNS & EXCHANGES

Can I return an item if it's not faulty?

We want you to be completely happy with your Dorma order. If for any reason you are not satisfied with the items you have chosen, you can return them to us within three months of receipt for a full refund (excluding the original delivery charge) or exchange. All we ask is that you return them unused in their original packaging.

What is your returns policy?

We want you to be completely happy with your Dorma order. If for any reason you are not satisfied with the items you have chosen, you can return them to us within three months of receipt for a full refund (excluding the original delivery charge) or exchange. All we ask is that you return all items unused and in their original packaging.

Please ensure that you read the care instructions on each individual item, as unfortunately we cannot accept items for a refund or exchange if they have been damaged in the wash.

A returns form will be sent with your order. You must complete all the information on this form and return it to us with your unwanted items. We are unable to action your return without this completed form. You do not need to contact us by phone or email to advise us that you are returning all or part of your order.

We recommend you obtain a free 'Certificate of Posting' from the post office, as we cannot accept responsibility for parcels lost in transit. For peace of mind you might want to send the goods Recorded Delivery, but we regret we cannot refund this charge.

Although we cannot repay your postage costs (unless the return is through a fault of our own), any replacement items will be sent to you free of any delivery charges.

If you are exchanging goods and the new item you require costs less than the one you have returned, we will refund the difference to the card you used to place your original order.

If you are exchanging goods and the new item you require costs more than the one you returned, then an additional payment is needed and we will contact you for this before despatching your replacement items.

Refunds for items bought as gifts can only be given to the original purchaser.

If you need an exchange or replacement urgently, why not send the original back for a refund and reorder your replacement online, by phone or fax?

Please note that unfortunately any items ordered online, by phone or by fax must be returned directly to us and will not be accepted in store.

All refunds and exchanges will be processed within 30 days of receipt subject to stock availability.

Do I have to pay for returns?

Unless the item being returned is faulty, or was sent to you in error, then you are responsible for the postage costs to return the item to us. Although we cannot repay these postage costs, any replacement items required will be sent to you free of any additional delivery charges.

We also recommend that you obtain a free 'Certificate of Posting' from the post office, as we cannot accept responsibility for parcels lost in transit. For peace of mind you might want to send the goods Recorded Delivery, but again, we regret we cannot refund this charge.

Can I return an item to store?

Unfortunately any items ordered online, by phone or by fax must be returned directly to us and will not be accepted in store.

How quickly will I get my refund?

We will always try and process your returns as quickly as possible, but, it can take up to thirty days from receipt when we are very busy.

I have ordered the wrong item; can I return it for an exchange?

Yes. Simply complete the Return Form enclosed with your order and send it back to us with the unwanted item and, subject to stock availability, we will send the replacement out to you free of any delivery charge.

If the new item you require costs less than the one you have returned, we will refund the difference to the card you used to place your original order.

If the new item you require costs more than the one you returned, then an additional payment is needed and we will contact you for this before despatching your replacement items.

If you need an exchange or replacement urgently, why not send the original back for a refund and reorder your replacement online, by phone or fax?

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STOCK

The item I want isn't in stock, when will I be able to order it?

Please contact our Customer Services Team by email, or by phoning 0870 220 9717 and they will do their best to help you or.

I can't find the item/design I'm looking for on your website, how can I find out if it's still available?

Please contact our Customer Services team by email, or by phoning 0870 220 9717 and they will do their best to help you.

I know the design I am looking for has been discontinued, can I still buy stock directly from Dorma?

Unfortunately not, we only sell our current ranges that you can see on our website. You may be able to get some discontinued items from our Dorma Design Shop on 01625 524691. Alternatively Boundary Mill also stock some of older designs. Visit www.boundarymill.co.uk for store locations and contact details.

SECURITY & PRIVACY

What is your privacy policy?

Please click here to view our privacy policy.

Can I use my credit / debit card safely on your site?

Our payment system has the highest level of security encryption of all payment solutions and has integrated the Industry's leading fraud protection program leaving you 100% secure in the knowledge that you are totally safe. For added comfort see www.securetrading.com

TERMS AND CONDITIONS

What are your terms and conditions?

Please click here to view our terms and conditions of use and supply.

MANAGING YOUR ACCOUNT

Can I manage my account online?

You can manage your account online by clicking Sign In or Regsiter and registering your details with us. This will allow you to check your order status, update your personal details and manage your delivery addresses 24 hours a day, 7 days a week.

I've forgotten my password, what do I do?

Should you forget your password, click on the 'forgot password' link on the Sign in / Register page. You will be prompted to enter your username (email address). You will then be sent a new password by email which will allow you to sign in to your account. Once you've signed in, you'll be able to change the password to whatever you want.

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DUVETS & PILLOWS

What is the new KIS system?

Choosing the right duvet and pillow is essential for achieving a good night's sleep and ensuring we get the best out of the day ahead. The options available can be overwhelming with various tog ratings and different products for different seasons.

The Komfort Information System (KIS) is a new, easy to understand way of choosing the product that is right for you.

1. Choose the type of duvet which satisfies your individual need for warmth. This is referred to as 'Thermal Comfort'

The KIS system divides thermal comfort in to four categories; LIGHT, MEDIUM, WARM and EXTRA WARM and each category corresponds to the insulation capability.

This new system is currently used in conjunction with tog rating on Dorma products, but ultimately replaces it. The tog equivalent to KIS is; 4.5 tog - LIGHT, 9 tog - MEDIUM, 10.5 tog - WARM and 13.5 tog - EXTRA WARM.

2. Choose the duvet quality you prefer. This is referred to as 'Quilt Comfort' and relates to the quality of the fabric (ticking) and of the down and feather filling.

You can choose between five different levels of quilt comfort, SUPERIOR, EXCELLENT, HIGH, MEDIUM and BASIC.

Superior stands for top quality (best ticking and best down filling) whilst Basic stands for simple and reasonable quality.

To meet your requirements, duvets and pillows should provide both thermal comfort and quilt comfort.

What does the tog rating mean?

The tog rating tells you how warm the duvet is - the higher the tog rating the warmer the duvet. We sell a light 4.5 tog and a warm 10.5 tog so it just depends how warm you like to be at night.

The KIS system is currently used in conjunction with tog rating on Dorma products but ultimately replaces it. The tog equivalent to KIS is; 4.5 tog - LIGHT, 9 tog - MEDIUM, 10.5 tog - WARM and 13.5 tog - EXTRA WARM.

In addition, all our natural duvets feature buttonholes and ties around the edge so that two can be simply tied together allowing you to create a personalised all seasons duvet.

What does cassette construction mean?

This is the sign of a premium quality duvet. It means that during manufacture the duvet is divided up in to individual pockets and exactly the same amount of filling is blown in to each one. This ensures that during both use and washing, the filling can't move around, so every inch of the duvet stays as warm and cosy as the next.

What's best - feather or down?

Down is the very soft, very light clusters on the breast of a bird. Better at trapping air, the more down in your duvet, the lighter it is. The same tog duvet filled with feathers is heavier, but costs much less.

Why should I buy Dorma's Hungarian goose down?

Hungarian goose down has been the industry's highest standard for years.

Hungarian goose down clusters are larger, so the best at trapping air. This means less filling is required to achieve the same tog rating so the duvet is incredibly light. The superior quality down allows for the transportation of moisture from your body for maximum comfort.

Dorma's Hungarian goose down range is 100% FREE RANGE.

The duvet is available in a light 4.5 tog and a warm 10.5 tog. Ultra light yet incredibly warm, the cassette construction keeps the filling evenly distributed. Around the edge of the duvet are buttonholes and ties so that two duvets can be tied together allowing you to create a personalised all seasons duvet.

Using the KIS system, the 4.5 tog duvet is SUPERIOR quilt comfort and LIGHT thermal comfort. The 10.5 tog duvet is SUPERIOR quilt comfort and WARM thermal comfort.

The pillow is luxuriously soft and light and has the supreme ability to spring back in to shape.

With a 300 thread count cotton dobby outer featuring a sophisticated stripe detail and a silver Dorma logo embroidered across the right hand corner, edges are double stitched for a neat finish.

All products are packaged in a practical and stylish black bag that can easily be used again for storage.

Why should I buy Dorma's White goose down & feather?

Ideally for those who prefer a slightly weightier natural duvet, these are filled with 80% free range goose down and 20% free range goose feather. The presence of feathers also offers additional support in the pillow whilst the superior quality down allows for the transportation of moisture from your body for maximum comfort.

The duvet is available in a light 4.5 tog and a warm 10.5 tog, the cassette construction keeps the filling evenly distributed. Around the edge of the duvet are buttonholes and ties so that two duvets can be tied together allowing you to create a personalised all seasons duvet.

Using the KIS system, the 4.5 tog duvet is EXCELLENT quilt comfort and LIGHT thermal comfort. The 10.5 tog duvet is EXCELLENT quilt comfort and WARM thermal comfort.

The pillow has the supreme ability to spring back in to shape.

With a 230 thread count cotton dobby outer and a silver Dorma logo embroidered across the right hand corner, edges are double stitched for a neat finish.

All products are packaged in a practical and stylish black bag that can easily be used again for storage.

What is Aerelle?

Dorma's Aerelle duvet is a synthetic duvet containing only the finest fibres to give extreme softness, maximum comfort and minimum weight. Quality assured, each product is certified to meet very high Dacron® standards.

The filling is non allergenic and odourless, so perfect for allergy sufferers and children too.

With a 100% cotton outer and 100% polyester Aerelle filling.

How should I care for my new Natural duvets & pillows?

Machine wash at 60 degrees

Use a non biological washing powder. Biological powders contain bleaching agents which will damage the down clusters causing them to flatten and become uneffective at trapping air.

Make sure that after washing, the products are dried properly. The best method is a high temperature tumble dryer. You should remove the product from time to time and shake the filling until it is completely dry.

Duvets and pillows should be shaken daily to restore the shape of the filling.

Products should be aired regularly to allow residue moisture to evaporate and keep the duvet fresh.

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COTTON

Why are most of your products 100% cotton rather than polycotton?

Cotton is a totally natural fibre and is the most popular choice for bedlinen because it helps the sleeper's skin 'breathe' for the most comfortable night's sleep.

The 50% polyester makes it very affordable and easy to care for but as you'd expect it doesn't feel or look anywhere near as nice, or wear as well, as pure cotton.

Our fabulous Supima Plain Dye, is available in a wonderfully high quality 200 or 300 thread count, and gives you all the beauty of pure cotton but with a practical easy-iron finish too. So if you can have the best of both worlds, why settle for anything less?

What is SUPIMA?

THE WORLD'S FINEST COTTON.

Each year over 115 million bales of cotton are produced around the world. Of this total harvest, less than 1% have the extra long staple fibres judged eligible to carry the Supima name.

Dorma have chosen Supima cotton for its:

SUPERIOR SOFTNESS - The extra long staple fibres of Supima cotton create a fabric that is softer, finer and more lustrous than other cottons.

SUSTAINED COLOUR - Uniformity in weight and fibre density means that all Supima cottons absorb dye at a more even rate, which produces vibrant and longer lasting colours.

ENHANCED DURABILITY - As well as creating softer, more beautiful fabrics, the extra long staple fibres in Supima Cotton also provide considerable extra strength. This makes Supima fabrics more durable and less susceptible to pilling than ordinary cottons.

Our 200 and 300 thread count plain dyes now feature this beautifully soft cotton with each product exquisitely styled and available in a variety of sophisticated colours.

What does 'thread count' mean?

Thread count is simply a measure of the number of threads - warp (lengthwise) and weft (widthwise) are woven in to one square inch of cloth. The higher the number, the better the quality of the end product.

The industry standard for bedlinen is a thread count of 150, but at Dorma, our minimum is a high quality 200. Special weaves such as an intricate 'jacquard' and silky-smooth 'satin' achieve the highest thread counts.

Our luxurious Indulge range features designs in a highly sumptious 600 thread count cotton.

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SIZES

Do you offer a made to measure service?

Sorry, no. We only sell the standard sizes shown on our website. However we do sell fabric in several of our master designs, so that you can get additional items made to measure if you require. Please see our Size guide for measurements for all our products.

How do I know if your bedding will fit my bed?

Please refer to our size guide below.

SIZE GUIDEDormaBed by ConranFreckles
Quilt Covers
Single135 x 200cm135 x 200cm135 x 200cm
Double200 x 200cm200 x 200cm200 x 200cm
King230 x 220cm225 x 220cm 
Super King260 x 220cm260 x 220cm 
Pillowcases
All styles48 x 76cm50 x 76cm48 x 73cm
Square65 x 65cm66 x 66cm 
Quilted  50 x 75cm
Flat Sheets
Single180 x 260cm180 x 260cm180 x 254cm
Double230 x 260cm230 x 260cm230 x 254cm
King275 x 275cm275 x 275cm 
Super King310 x 270cm  
Fitted Sheets
Single90 x 190 x 32cm90 x 190 x 32cm91 x 190 x 32cm
Double135 x 190 x 32cm135 x 190 x 32cm135 x 190 x 32cm
King153 x 200 x 32cm153 x 200 x 32cm 
Super King183 x 200 x 32cm183 x 200 x 32cm 
Valances
Single90 x 190 x 39cm  
Double135 x 190 x 39cm  
King153 x 200 x 39cm  
Super King183 x 200 x 39cm  
Curtains (Sizes are each individual curtain. Pack contains a pair)
StandardW170 x L137cm  
StandardW170 x L184cm  
StandardW170 x L230cm  
WideW218 x L137cm  
WideW218 x L184cm  
WideW218 x L230cm  
Tiebacks70 x 10cm  
Standard Pelmet340cm  
Wide Pelmet440cm  
Throwovers & Accessories (Sizes vary. Please refer to sizes given on each individual design)
    
Duvets & Pillows etc
Duvets
Single135 x 200cm  
Double200 x 200cm  
King225 x 220cm  
Super King260 x 220cm  
Pillows
Standard48 x 74cm  
Square65 x 65cm  
Mattress Protectors
Single91 x 191 x 32cm  
Double137 x 191 x 32cm  
King137 x 191 x 32cm  
Super King183 x 198 x 32cm  
Bed Toppers
Single91 x 191cm  
Double137 x 191cm  
King152 x 198cm  
Super King183 x 198cm  
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CUSTOMER SERVICE

How can I contact you for further information?

We are always happy to hear from you. If you've got a query or comment about your order, one of our products or any aspect of our service, good or bad, then get in touch. So if you would like to contact us directly, then click here. We will get back to you within 24 hours (except on weekends and bank holidays).

Alternatively, please give us a call on 0870 220 9717. Our Customer Service Team are available to take your call between 9am and 5pm Monday to Friday (answering machine out of hours). Calls will be charged at national rate.

LINEN LOVERS

What is the Linen Lovers Club?

Our Linen Lovers Club is our way of saying thank you for your loyalty.

We understand that once you've slept in the best there's no going back. So once you've discovered just how wonderful our bedlinen is, joining our Linen Lovers Club will make it even easier for you to shop with us again.

As a holder of our Linen Lovers Loyalty Card you'll enjoy exciting, exclusive discounts and you'll be the first to hear about new ranges before they even reach the stores.

It's completely free to register, just click here, complete your details and we'll send you a Welcome Email.

How do I join the Linen Lovers Club?

It's completely free to register, just click here, complete your details and we'll send you your Welcome Email.

STOCKISTS

Can I buy all the products shown on this website in store?

No. Not all our stockists will have the complete selection of ranges in stock and so, if you are looking for a specific product, we strongly recommend that you contact the store before making any special journeys.

To see a list of your nearest stores, please use our Store Locator. You will be able to find out where they are, contact details and which of our brands they stock. 

SALES, SPECIAL OFFERS, PRICES & DESCRIPTIONS

Will I always get the same offers instore as I get on your website?

No, we cannot guarantee that we will always have the same offers on our website as you may see instore. We will also sometimes offer exclusive online only offers that you won't see instore.

Have all your sale items been offered at full price on your website?

Any reduced price item has been on offer at the full price either in one of our stores or on our website at the higher price for at least 28 consecutive days in the last six months. The higher price quoted is the original price at which the item was offered and does not take into account any subsequent reductions.

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CAREERS

How do I find out about careers with Dorma?

Please contact our Human Resources Department.

If you have seen an advertisement for a current vacancy and would like to apply, please go to the Careers section where you can print an application form. Once completed, this should be posted to the address below.

By telephone:
Linda Syddall 0161 276 9022
Gill Tasker 0161 276 9023

In writing:
Linda Syddall / Gill Tasker
Human Resources
Dorma Group Ltd
5 Universal Square
Devonshire Street
Manchester
M12 6JH

Have you got any current vacancies?

We recruit regularly for vacancies within our concession stores nationwide. If you would like details of current vacancies, please contact our Human Resources Department.

If you have seen an advertisement for a current vacancy and would like to apply, please go to the Careers section where you can print an application form. Once completed, this should be posted to the address below.

By telephone:
Linda Syddall 0161 276 9022
Gill Tasker 0161 276 9023

In writing:
Linda Syddall / Gill Tasker
Human Resources
Dorma Group Ltd
5 Universal Square
Devonshire Street
Manchester
M12 6JH

PRINTING SERVICES

Do you provide a commission digital print service?

Yes we do. We can print up to 1.5m wide on a variety of substrates using either pigments or reactive inks from files provided. For more information on this service, please contact Simon Jones by email Simon.Jones@dormagroup.co.uk