Accepting Deliveries
When you receive your parcel(s) please thoroughly check for any damage which may have been caused in transit. If the outer transport packaging/ box has incurred damage, then please check that your mattress/pillow/protector inside are undamaged.
If the packaging is damaged however you are unsure of any damage to the product, please sign for the goods as 'damaged' and this gives you 24 hours to inspect the goods and report the problem, if there is one, to us.
Also, please ensure that you only acknowledge receipt for the actual number of items you receive. We are unable to replace goods free of charge if you have acknowledged the incorrect number of products received. Please, also check that you have the correct size mattress before you accept delivery; the dimensions are clearly indicated on the box. If it is not the correct size mattress then please refuse delivery.
What if I'm not at home when the courier attempts to deliver?
If for any reason you are not at home when the courier tries to deliver, they will leave a card with details of the consignment and how to contact the courier and arrange for re-delivery. For further information, please see your Order Dispatched email.
I live in a multi-storey building, will the courier bring the item up to my property?
Our carrier's insurance policy only permits the delivery person to carry your item/s to your front door. If you live in a high rise building, then delivery will be made to the first front door of the building.
Courier Conditions
We can't guarantee your selected date for delivery will be successful although our couriers currently deliver on the selected date 98% of the time
In cases where a two-day lead time is advised this is approximate and will be accurate in the majority of cases. Mainland Europe deliveries can take up to five days and is impossible to guarantee a specific date of arrival.
30 Day Home Trial & Free Returns - No quibbles, no nonsense
We want you to be completely happy with your purchase, and appreciate that buying a mattress online is a big decision. That’s why we offer a 30-day home trial and free returns, so you can order your Ergoflex™ with complete peace of mind.
Getting to know (and love) your new mattress
Sleeping on a premium memory foam mattress for the first time can sometimes offer an unfamiliar experience, especially if you’re conditioned to the feel of a sprung mattress. That’s because the way that memory foam and sprung surfaces provide support to the body is completely different. We’re confident that the body cradling, pressure-relieving performance of the Ergoflex™ delivers a superior level of comfort and support for the best night’s sleep, but we appreciate that the transitional period can occasionally take a little time for some people.
So, we ask that you try your new mattress for 21 days before making a decision. This gives your body the time to adjust to the way that memory foam performs, and allows the mattress to suitably conform to your body as well. The vast majority of people trying memory foam for the first time become accustomed to the feel of the mattress within that period and will be sleeping easy in no time. However, if you find that you’re not getting along with the mattress after that time then that’s fine too – we’ll collect it absolutely free of charge, within 30 days of purchase.
How do I return my mattress?
If you’ve trialled the mattress for a minimum of 21 days and decided it’s not for you, simply let us know within 30 days of purchase and we’ll do the rest.
Exclusions
The 30-day home trial and free return service is limited to one return per household.
Returned mattresses must be in original condition, and photographic evidence may be required before a collection can be processed. Any mattress that is returned in a noticeably damaged or soiled state may not be processed.
Our 30-day home trial and free returns service covers the majority of the UK mainland. Unfortunately due to logistical restrictions we’re not able to offer the service to Northern Ireland, Northern Scotland, the Republic of Ireland, the Channel Islands, the Isle of Wight and the Isle of Man. For returns from these areas, please contact us for details.
The 30-day home trial and free returns service is not available to any business or commercial entity, including but not limited to the hospitality industry, landlords or any party with associations to any company in the mattress and/or bedding industry. We also reserve the right to decline the service should we reasonably suspect that the offer is being abused.
The 30-day home trial and free return service is limited to the Ergoflex™ mattress range, and does not include pillows or mattress protectors.
In scenarios where an incorrect sized mattress has been purchased and an exchange is required, a collection fee will still apply. This is not covered by the home-trial offer.
