Need advice? Jump on our live chat!
📩 support@millieandjones.co.uk
📞 020 8264 0042
Monday to Friday – 8.00am - 4.00pm
Need advice? Jump on our live chat!
📩 support@millieandjones.co.uk
📞 020 8264 0042
Monday to Friday – 8.00am - 4.00pm
Welcome to Millie & Jones, operated by HCH Commerce Limited ("we", "us", "our"). These Terms & Conditions ("Terms") govern your use of our website and any purchases made through it.
By using our website and/or placing an order, you agree to these Terms. If you do not agree, please do not use the website or place an order.
These Terms do not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot be excluded or limited under applicable law.
Last updated: June 2026
2.1 You must be 18 years or over to place an order with us.
2.2 These Terms apply to all purchases made via our website.
We make every effort to ensure product information and imagery is accurate. However, all product images (including lifestyle photography, renders, and images we produce or edit ourselves) are for illustration purposes only and are intended to represent the product as supplied.
2.4 All Goods are sold subject to their product descriptions and specifications as listed on the relevant product page at the time of purchase.
2.5 We may update or amend these Terms from time to time. The version displayed on the website at the time of your order will apply to your purchase.
3.1 All orders are subject to availability and acceptance by us. A Contract is formed only when we confirm acceptance of your order.
3.2 Full payment must be received before your order is dispatched.
3.3 We accept major debit/credit cards, PayPal, Klarna and Clearpay (subject to eligibility and their terms).
3.4 All prices include VAT unless otherwise stated. Delivery charges (where applicable) will be shown at checkout.
3.5 In the unlikely event of a pricing or listing error, we reserve the right to correct the error before or after order confirmation. Where a genuine and obvious error materially affects your order, we will contact you with the available options before proceeding, and you may cancel for a full refund if you prefer.
4.1 Delivery is available to mainland UK only.
4.2 Estimated delivery times and available delivery options are displayed at checkout.
4.3 Delivery updates may be sent via email, text message and/or phone.
4.4 You must ensure a responsible adult (18+) is available to receive delivery. Missed deliveries may result in a rearrangement/redelivery fee (see Section 7).
4.5 Delivery dates are estimates and are not guaranteed. We are not responsible for delays caused by third parties or circumstances outside our reasonable control. If delivery is significantly delayed, your statutory rights to cancel and obtain a refund are unaffected.
4.6 Where our delivery staff or couriers assist in bringing items into your home, this is done at your request. You are responsible for ensuring there is safe access and suitable space. We cannot accept liability for damage to your property where access is restricted or unsuitable, except to the extent the damage results from our negligence.
4.7 We do not remove or dispose of old furniture unless agreed in advance in writing.
4.8 Where possible, please inspect packaging on arrival. If packaging is visibly damaged, please record this with the courier at the time of delivery where you can, and notify us as soon as possible. (This does not affect your right to report a fault later — see Section 8.)
4.9 If you request or authorise delivery to be left unattended, we cannot accept responsibility for loss or damage occurring after delivery has been completed in line with your instructions.
4.10 Failed or refused deliveries are dealt with under Section 7.
5.1 Ownership of the Goods transfers to you once the Goods have been delivered and paid for in full.
5.2 Risk of loss or damage passes to you at the point of delivery.
6.1 We take product safety seriously. We source our products from established, reputable suppliers and manufacturers, and we require that the products we sell are made to meet the safety standards applicable to their product type (for example, EN 747 for bunk beds and high sleepers, and the relevant fire-safety requirements for mattresses and filled products). We maintain internal records of our suppliers' safety documentation as part of our due diligence.
6.2 Top bunks, high sleepers and other elevated sleeping surfaces are suitable only for children aged 6 years and over.
6.3 Always adhere to the maximum mattress height/depth stated on the product page and within the instructions, so that guardrails remain effective.
6.4 Please refer to our Bed Safety & Use Guidance for full safety information before assembly and use.
6.5 You are responsible for ensuring products are assembled correctly, safely, and in accordance with the manufacturer's instructions.
6.6 For safety, you should regularly check and tighten fixings and fittings, and stop using any product that becomes damaged or unstable until the issue has been assessed.
7.1 Under the Consumer Contracts Regulations, you have the right to cancel your order for any reason from the moment you place it until 14 days after the day you receive the Goods. To exercise this right, please notify us within that period. You then have a further 14 days to return the Goods.
7.2 You are entitled to examine the Goods as you reasonably would in a shop. If you handle the Goods beyond what is necessary to establish their nature, characteristics and functioning (for example, fully assembling them), we may make a deduction from your refund to reflect any reduction in the value of the Goods. To help you receive a full refund, we recommend that Goods returned under this right are unused, unassembled and in their original packaging where possible.
7.3 Mattresses and other sealed hygiene products cannot be returned once opened or removed from their sealed packaging, unless faulty, in line with the hygiene exemption under the Consumer Contracts Regulations.
7.4 Unless the Goods are faulty or incorrect, you are responsible for the cost of returning the Goods.
7.5 Refunds will be processed within 14 days of receiving the returned Goods, or of receiving evidence that you have returned them, whichever is sooner. Refunds are made using the same payment method you used to order.
7.6 If your order has not yet been dispatched, you may cancel free of charge.
7.7 If you cancel after dispatch, refuse delivery, or fail to accept delivery at the confirmed date/time, we may charge a cancellation and return charge reflecting the actual costs we incur for attempted delivery, return transport and handling — typically £50–£90 depending on the size of the item and the courier used. We may deduct these reasonable costs from your refund. This charge reflects our genuine costs and is not a penalty. Where you are exercising your statutory cancellation right under Section 7.1, that right takes precedence and any deduction will be limited to what those Regulations allow.
7.8 If you miss a confirmed delivery slot, a redelivery/rearrangement fee may apply.
7.9 We recommend you do not book any external services (such as independent assembly) or take time off work until all items have arrived in full and in satisfactory condition. We cannot be held responsible for costs you incur for missed deliveries, time taken off work, or third-party services you arrange, except to the extent such costs arise from our negligence.
8.1 Your rights under the Consumer Rights Act 2015 are in addition to your cancellation rights in Section 7. In particular, if Goods are faulty, not as described, or not of satisfactory quality, you have a short-term right to reject them (normally within 30 days of delivery), as well as rights to repair, replacement or a refund.
8.2 Please report faults or damage as soon as reasonably possible, and within 30 days of delivery where you wish to exercise the short-term right to reject.
8.3 Please do not assemble faulty or damaged items. Contact us with clear photos of the issue so we can advise.
8.4 If a fault is confirmed, we will offer an appropriate remedy — which may include repair, replacement or refund — in line with your statutory rights.
9.1 You must ensure all items will fit through doorways, hallways, staircases and into the intended room before ordering.
9.2 We cannot accept responsibility if items cannot be delivered due to access restrictions, except to the extent any loss results from our negligence.
9.3 Please retain all packaging until assembly is fully complete, as it may be required for returns or replacement parts.
10.1 Vacuum-packed mattresses may take up to 72 hours to fully expand.
10.2 Rotating and/or flipping mattresses (where applicable) helps to extend their lifespan.
10.3 A mild odour may be present on unboxing; this is normal and should dissipate with airing.
We offer Klarna and Clearpay as flexible payment options at checkout. By selecting either option, you agree to their respective terms and conditions.
Klarna — Klarna's "Pay in 3" and "Pay in 30" options are unregulated credit agreements. 18+, UK residents only. Missing payments may affect your credit score. Subject to status.
Clearpay — Clearpay lets you pay in 4 interest-free instalments over 6 weeks. Late fees may apply and could affect future eligibility. 18+, UK residents only. Subject to status.
Always ensure you can meet repayment obligations before choosing a "Buy Now, Pay Later" payment option.
We are not responsible for delays or failures caused by circumstances beyond our reasonable control, including severe weather, strikes, supplier disruption or transport issues. If such delays continue for more than 45 days, you may cancel your order for a refund.
All website content, including text, images, designs and graphics, is owned by HCH Commerce Limited or used under licence. Content may not be reproduced, copied or distributed without our written permission.
14.1 If something has gone wrong, please contact us first — we aim to resolve complaints quickly and fairly.
14.2 These Terms and any contract formed under them are governed by the laws of England and Wales, and disputes are subject to the non-exclusive jurisdiction of the courts of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings in your local courts.
14.3 Your statutory rights as a consumer are unaffected by this section.
📧 Email: support@millieandjones.co.uk 📞 Phone: 020 8264 0042
These Terms were last updated in June 2026. Millie & Jones is a trading name of HCH Commerce Limited.
Family run, eco-conscious and trusted by thousands of parents. We plant a real tree for every order.
Hemel Hempstead, UK
support@millieandjones.co.uk
020 8264 0042
