Frequently Asked Questions
- How can I contact Mattress.co.uk?
- Is it better to order by phone or on-line?
- What are your delivery times and rates?
- Do you deliver products outside the United Kingdom?
- What if I'm not at home when you deliver?
- Can I order from Mattress.co.uk and collect from a shop?
- Does Mattress.co.uk have a retail shop/store?
- Where is my order? / How do I track my order?
- What if my order arrives damaged?
- What happens if the mattress I ordered is not what I expected?
- What payment methods do you support?
- What are your terms & conditions?
- How safe is shopping on Mattress.co.uk?
- How do I place an order?
- What happens after I place my order?
- How do we measure mattress depth?
How can I contact Mattress.co.uk?
If you have any questions you can contact our customer helpline at 0800 75 696 75. This phone line is staffed by our trained Bedding Consultants from Monday to Thursday 8.30am to 5pm and Friday 8.30am to 4.30pm.
Alternatively you can email us using our contact form.
Is it better to order by phone or on-line?
The method of ordering is entirely up to you the customer. Your order will be processed at the same speed with the same care and attention whether the order is placed on-line or over the phone.
What are your delivery times and rates?
We offer Free UK Delivery*
We deliver most items Monday to Friday, 9am-6pm.
Delivery time frames:
The dispatch time for each product can be found at the top of each product's description page.
Products may be sent out from multiple locations and therefore may arrive separately, but you won't incur additional delivery charges as a result.
* Free Standard UK Delivery though some remote area restrictions apply. For these areas an additional charge may be required, which we will confirm prior to accepting your order.
Restricted Delivery Areas:
For full details about our delivery options please visit our delivery information page.
Do you deliver products outside the United Kingdom?
No, our delivery service is limited to the UK. For full details about our delivery options please visit our delivery information page.
What if I'm not at home when you deliver?
If you are not available for your pre-arranged delivery appointment we will arrange an alternative delivery appointment for you at no extra cost.
Can I order from Mattress.co.uk and collect from a shop?
Unfortunately, no, all our products are delivered from our warehouse directly to you the customer.
Does Mattress.co.uk have a retail shop/store?
We operate solely on an on-line basis. We have no shops or showrooms. This allows us to reduce costs and pass the savings directly onto you the customer.
Where is my order? / How do I track my order?
To track your delivery or check the status of your order, please contact our Customer Service department using out contact form or call us on 0800 75 696 75 between 8.30am and 5pm Monday to Thursday and 8.30am - 4.30pm on Friday and one of our Bedding Consultants will provide you with a full update.
What if my order arrives damaged?
In the unlikely event that your order arrives in an unsuitable condition, please contact us immediately and if the damage has been caused in transit we will arrange a replacement as quickly as possible.
What happens if the mattress I ordered is not what I expected?
If, for whatever reason, you are unhappy with your purchase, please contact us within 14 days of receipt of the mattress. We will arrange for the collection of the mattress. The cost of returning an item is £50 per individual item. We will then refund you the difference or we can offer you store credit to the value of the item minus returning charge.
What Payment Methods do you support?
The payment options available for your purchase include Visa, Master Card, Visa Electron, Maestro, Switch, Solo, Delta and Laser.
At Mattress.co.uk we make sure to treat your personal information with the respect it deserves. We do not store your credit card details and we never share your personal information. See our Terms & Conditions for more details.
What about VAT?
All prices include VAT (where appropriate), and our VAT registration number is GB 108 2580 29.
What are your Terms & Conditions?
For full details about our Terms & Conditions please visit our Terms & Conditions page.
How safe is shopping on Mattress.co.uk?
The payment options available for your purchase include Visa, Master Card, Visa Electron, Maestro, Switch, Solo, Delta and Laser.
During checkout, payment is processed using Realex Payments (Realexpayments.co.uk).
At Mattress.co.uk we make sure to treat your personal information with the respect it deserves. We do not store your credit card details and we never share your personal information. See our Terms & Conditions for more details.
We are committed to maintaining the highest level of on-line security possible.
How do we measure our mattress depth?
A flat bar is placed across two diagonally opposite corners of a mattress whilst the mattress is placed on a level floor. The distance between the bar & floor is measured at the two corners & the average height is expressed. A common incorrect way to calculate this is to measure between the tape edging which is always going to be less. This is because the total mattress height is greater in the sleeping area compared to the taped perimeter area.
Usually, the reason for any discrepancy between our stated measurement and another measurement is due to the incorrect measuring method above – please also note there is a standard tolerance of +/ - 2 cm for mattress depth which ties to a British Standard describing how to measure the height of a mattress which we use to measure all our mattresses; BS EN 1334:1996 Domestic Furniture - Beds & mattresses, methods of measurement and recommended tolerances.
How do I place an order?
Once you have selected the items that you would like to buy and you have added these items to your basket, you can start the checkout process by clicking on the 'My Basket' link at the top right hand side of the web page.
If you have already registered with Mattress.co.uk you can log in before clicking on the 'My Basket' link.
Once in the 'My Basket' page you will be able to view the contents of your basket and you can review and amend your order details. If you are happy with your selection, then you should click on the 'Proceed to checkout' button.
You will then be asked to select your preferred method for checking out.
If you have not already logged in, you will have two options:
- Checkout as a guest or
- Register for an account
You will follow the same process whether you choose to register during checkout or checkout as a guest except that at the end of the process you will be asked to enter a password for your account if registering.
After selecting your preferred method of checking out, you will be asked to enter your billing information. Then you select whether your shipping address is the same as your billing address. If not you will be asked to enter your shipping address (the location for delivery).
In the next step you will be asked if you would like to include a gift message along with the product(s). If you would like to include a message, you will be given the opportunity to enter a message.
The next step is to select your payment method. Then after reviewing your order you can process payment and your order will be placed.
You will receive a confirmation email shortly after placing your order.
If you require assistance placing an order or if you have any other questions, please call our Customer Service department at 0800 75 696 75 between 8.30am and 5.30pm or send us your query using our contact form. Orders can be placed by phone as well as on-line.
What happens after I place my order?
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