Privacy Policy
Definitions and Acceptance of Terms
“Recipient” refers to the person receiving delivery of an item, while “Customer” refers to the individual or business paying us to deliver the item(s). In some cases, the recipient and the customer may be the same person.
placing an order with Zatarra Beds Ltd t/a My Best Furniture and Beds, you agree to all the terms and conditions outlined below, unless a separate written agreement, signed by both parties, supersedes these terms
Nature of Service
We are not a standard parcel delivery service. Our operations do not run through satellite hubs; instead, we specialize in the careful handling of furniture and similar items. Our trained drivers ensure deliveries are conducted with utmost care, though this may result in longer delivery times. The delivery time frames on our website are estimates and begin once the item enters our delivery system. If your delivery has specific timing constraints, we encourage you to contact our team for assistance.
Delivery Service Types
To maintain competitive pricing, we offer both a one-man and two-man delivery service. It is the retailer’s responsibility to select the appropriate service based on the nature of the item and what was promised to the customer. For upstairs deliveries or bulky/heavy items, a two-man service is required, as our insurance prohibits single-person stair deliveries. If the incorrect service level is selected or not communicated to the recipient, and delivery cannot proceed as a result, a re-delivery charge will apply. We also cannot deliver on red-routes, so recipients must ensure suitable arrangements for access.
Failed Deliveries
All deliveries are scheduled with prior agreement and confirmed time slots, including multiple reminders. If a delivery fails because the customer is not present, a re-delivery charge will be incurred. However, if the failure is due to our fault, the re-delivery will be at no cost. Our failed delivery rate is below 5%. Customers may choose cover re-delivery charges themselves or pass them on to their end customers. To do the latter, you may request our ‘failed delivery alert’ service to receive notifications of failed deliveries.
Room of Delivery and Handling Limitations
For our one-man service, items will be delivered to a downstairs room of choice-defined as a space safely accessible using a sack truck. The two-man service includes delivery to any room of choice within the property.
Condition of Goods and Inspection
We deliver a variety of furniture items, including new, antique, or items needing restoration. As such, we cannot assess the condition of items upon collection or delivery. It is the customer’s responsibility to inform the recipient of the expected condition. Recipients must inspect items upon delivery and sign to confirm they are in expected condition. If damage is not reported at the time of delivery, a formal investigation will be initiated (including review of CCTV), which may take up to two weeks.
Size and Weight Restrictions
The maximum size of a single order must not exceed 3 cubic meters or 300 kilograms. A single item must not exceed 1.2 cubic meters or 150 kilograms. For larger deliveries, please contact us in advance for a custom quote
Packaging Requirements
While our drivers take care during transport-using blankets and strapping-movement can still occur. It is the customer’s responsibility to ensure adequate packaging. Adequate packaging means full coverage in at least 3-ply cardboard, protected corners, and immobilization of internal components. Items with unbraced legs must include a frame to prevent pressure damage. Bubble wrap must be used in multiple layers. Upholstered items and mattresses must be boxed; polythene bags are not sufficient. Goods in transit insurance does not cover poorly packaged items, or certain materials such as glass, marble, stone, and concrete-these can be transported only at the customer’s risk.
Labelling for Collections
Each item must be labelled with the appropriate ‘ZZ’ code and preferably a barcode. This labeling is crucial as our drivers do not know your inventory. Multi-part items must have each part individually labeled. Claims for loss cannot be made for unlabelled items.
Insurance and Damage Claims
Damage claims must be submitted within 7 days of delivery using our email or online returns form. Claims after this period are not covered. Claims will cover either the cost of adequate repair or the trade value of the item, up to a maximum of £500 excluding VAT. To be eligible, a purchase invoice must be provided. Additional insurance can be purchased if higher coverage is needed. For deliveries made via third-party carriers (e.g., off-island), claims must be reported at the point of delivery and noted on the paperwork. Claims are void if packaging is deemed inadequate or if the service level booked was inappropriate for the item’s size and weight. Insurance is also void if the delivery charge has not been paid, if incorrect size/weight data was given, or if another carrier handled the product before a claim
Missing Items
Missing items must be reported within 48 hours of delivery. After this window, the delivery is considered complete, and no claims will be accepted. If items are left in a designated safe place at the customer’s request, Zatarra Beds Ltd will photograph the item(s) but assumes no responsibility thereafter. Secure access to the safe place is the customer’s responsibility. Note that delivery data is retained for only 60 days
Loss from Fire, Theft, or Flooding
In cases of theft-from either a vehicle or distribution center-the full item value is covered. Damage caused by fire or flooding is covered up to the repair value; if irreparable, the replacement value will be reimbursed.
Additional Charges
Deliveries to Scotland, Wales, and the Northeast incur surcharges based on postcode and distance, which are automatically applied at checkout to cover additional fuel costs. If delivery information (weight, size, or address) is incorrect, a £15.00 administration fee will apply for changes, and the delivery cost will be recalculated accordingly
Property Damage
It is the recipient’s responsibility to remove non-fixture items (furniture, décor, etc.) to provide clear access. We cannot be held liable for damage to any non-fixture property. Any property damage must be identified to the driver before they leave; otherwise, claims will not be accepted. For off-island deliveries via third-party carriers, damages must be noted upon delivery and recorded on the paperwork. Supporting claims must include clear photographs and two quotations
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