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FAQs

General

How long are our mattresss and beds guaranteed?

All our mattresses and beds are rigorously tested under laboratory conditions to British Standards and carry a tiered 5-year guarantee. For full details of Mattress.co.uk mattresss guarantee please view our guarantee terms

Where can I purchase spare parts?

Please send your name and address to our Customer Service department and we will supply replacement parts free of charge. Please include details of your mattress eg: size, etc. with your request.

Do i need to disassemble my bed when using the 'take-back' service?

Yes, it is important that you disassemble your old bed/product if it is being collected as part of our 'take-back' service, this will allow our 3rd party carrier to successfully take away your old bed/product when delivery of your new one arrives. Should you have any further question regarding the service, please contact us on 0333 123 0891

Delivery

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.

Do you deliver products outside the United Kingdom?

No, our delivery service is limited to the UK including Northern Ireland.

Returns

What should I expect from my new mattress?

Chances are that the springs and upholstery in your current mattress are not what they used to be, so your new mattress may seem a little strange at first. Please allow time for your body to adjust and the mattress to settle and you will be sure to receive a great night’s sleep.

How should I care for my new mattress?

In order to ensure that you receive the very best support, comfort and life from your new Mattress.co.uk mattress, it is essential that you follow the care instructions, these can be found in the leaflet included with any purchase.

What happens if the product 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. Provided you have not slept on the product and after we have received the product back, we will then refund you in full, alternatively we can also offer you store credit to the value of the item.

Product

Can I purchase a new mattress to use on an existing base?

As long as your base is in good condition then it should be suitable for use with a new Mattress.co.uk mattresses. However, we do recommend that if you are replacing your mattress because of its age then you should also consider replacing the base at the same time.

What is the difference between a Miracoil® Spring System Mattress and a Pocket Spring Mattress?

Mattress.co.uk offers two different spring systems; Miracoil® and Miracpocket®.

The Miracoil® Spring System is a continuous coil of wire which is the equivalent to twice as many springs as a conventional bonnell spring system. The springs run head to toe ensuring body weight is distributed up and down the mattress, giving you and your partner the support you need despite differences in size or weight.

Pocket Sprung mattresses feature rows of individual pocketed lightweight springs that move independently and mould to the shape of your body. Mattress.co.uk has an innovative range of pocket sprung mattresss called Mirapocket®

How do we measure 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.