Contact Pelvera Mansion

There is no ticket queue here – one email address and one phone number, both answered by the people who actually pack the parcels. Expect a reply inside one business day.

Pelvera Mansion is an online-only retailer and does not operate a customer-facing showroom. The address below is the business and order fulfilment address, not a shop counter.

What to send us

• About an existing order: your Order ID and the order email you used. With those two we can find anything.
• Damaged, wrong or incomplete parcel: Order ID plus photographs of the parcel and its contents, within 48 hours of delivery. An unboxing video helps and is strongly recommended.
• Return request: Order ID and which item you want to return, within 10 days of delivery.
• Cancellation: Order ID, as early as you can – free of charge at any point before dispatch.
• Before you buy: tell us what you need it for and we can help you compare it with the specifications listed on the product page.
• Privacy request or complaint: [email protected] with your Order ID – see the Privacy policy.

Before you buy bedding

Bed sizes vary, so the measurement on the product page counts more than the size name. Send us your mattress dimensions and we can tell you what the listing confirms – we cannot guarantee a fit we have not measured.

What we can and cannot do

We can check where a parcel is, arrange a return, correct an address before dispatch, and tell you what is confirmed about a item from its listing. We cannot promise a delivery date – courier estimates are estimates – and we cannot confirm a specification that the product page does not state.

Tracking an order yourself

Use the Track your order page with your Order ID and order email. The courier tracking number is separate and arrives by email after the parcel leaves Thane.

If you have not had a reply

Check the spam folder of the address you wrote from – a reply with an order reference in it is sometimes filtered. If more than one business day has passed, write again and quote your Order ID.

Complaints

If something has gone wrong and the first answer did not resolve it, say so in the same email thread rather than starting a new one. The whole history stays together that way and it is dealt with by the person running the shop.