Frequently Asked Questions

We aim to dispatch orders within 2–5 working days. You will receive an email confirmation when your order is dispatched, along with tracking information where available. If you need a mattress by a specific date, please contact us before ordering and we will do our best to accommodate your timeline.

Roll-packed mattresses are delivered in a compact box that can be carried by one person and fits through standard doorways and up narrow staircases. Non-rolled mattresses are delivered flat and may require two people to manoeuvre. Please ensure you have clear access to the room before delivery.

Yes. Once your order is dispatched, we will send you tracking information by email. If you have not received tracking details within 5 working days of placing your order, please contact us at [email protected].

Our Sleep Guide covers the key factors — sleep position, body type, and firmness preference — in detail. If you would prefer personalised advice, call or email our Sheffield team and we will help you choose.

Most roll-packed mattresses reach their full depth within 24–48 hours of being unrolled. We recommend waiting the full 48 hours before sleeping on the mattress, though it is safe to use sooner if needed. The mattress may have a slight odour when first unrolled — this is normal and will dissipate within a few days.

Most of our pocket spring and orthopaedic mattresses are compatible with adjustable bases. Please check the individual product description or contact us to confirm compatibility with your specific base model.

A firm mattress provides a flat, unyielding surface with minimal give — ideal for back and stomach sleepers who need maximum spinal support. A medium-firm mattress offers a small amount of surface cushioning while still maintaining a supportive base, making it suitable for a wider range of sleep positions and body types.

Selected models in our range come with comfort guarantees of 5 or 7 years. The guarantee period for each mattress is stated in the product description. All mattresses are also covered by your statutory rights under the Consumer Rights Act 2015.

Our comfort guarantees cover manufacturing defects and significant loss of support or shape that is not caused by misuse, inadequate base support, or normal wear. The guarantee period varies by model — 5 years on the Ortho Cool Gel and 7 years on the Pocket 3000 Pillow Top. Full terms are available on request.

If your mattress arrives damaged, please photograph the damage before unpacking further and contact us at [email protected] within 48 hours of delivery. We will arrange a replacement or refund as quickly as possible.

Refunds are processed to the original payment method within 14 days of us receiving the returned item or confirming the issue in the case of damaged or faulty goods. You will receive an email notification when your refund has been processed.