FAQ – Frequently Asked Questions & Customer Support

Frequently Asked Questions

Answers to the questions we receive most often. If your question is not covered here, please contact our support team directly and we will respond promptly.

Orders and Delivery

How long does delivery take? Standard UK delivery takes 2 to 5 working days from the date your order is placed. The majority of orders arrive within 3 working days. You will receive a dispatch confirmation email with tracking information once your order has left our warehouse.

Do you offer free delivery? Yes. We offer free standard delivery on all orders across the UK. There are no minimum order thresholds.

Can I track my order? Yes. Once your order has been dispatched, you will receive an email containing your tracking number and a link to the courier's tracking page. If you have not received this email within 2 working days of placing your order, please check your spam folder or contact us.

I have not received my order within the expected timeframe. What should I do? Contact our support team with your order number and we will investigate with the courier on your behalf. In most cases, delays are resolved quickly. If an item has been lost in transit, we will arrange a replacement or full refund.

Returns and Refunds

What is your returns policy? We accept returns within 30 days of delivery for items that are unused, in their original packaging and in resaleable condition. Please contact us before returning any item so we can provide the correct returns address and ensure your return is processed without delay.

How do I start a return? Contact our support team with your order number and the reason for the return. We will respond with return instructions within one working day.

How long does a refund take? Once we have received and inspected the returned item, refunds are processed within 5 to 7 working days. The refund will be returned to your original payment method.

Can I exchange an item? Yes. If you would like a different size, colour or product, contact us and we will arrange an exchange subject to stock availability.

Products

Are your mattress toppers available in all UK sizes? Yes. Our mattress topper range is available in Single, Small Double, Double, King and Super King. Some products are also available in European sizes. Size options are listed on each individual product page.

Are your products hypoallergenic? Many of our products use hypoallergenic materials including microfibre and bamboo-derived fabrics. Products that are specifically hypoallergenic are labelled as such on their product pages. If you have a specific allergy concern, please contact us before purchasing and we will advise accordingly.

Can your mattress protectors be machine washed? Yes. All of our mattress protectors are machine washable. We recommend washing at 40 to 60 degrees on a gentle cycle and tumble drying on a low heat. Full care instructions are included with each product and listed on the product page.

How do I know which mattress topper depth is right for me? As a general guide: a 2.5cm topper provides a subtle comfort improvement for a mattress that is slightly too firm; a 5cm topper delivers a more noticeable change suitable for most sleepers; a 10cm topper provides maximum cushioning and is recommended for those with a very firm mattress or those who experience joint or back pain. If you are unsure, contact us and we will advise based on your specific situation.

Wholesale and Trade

Do you offer wholesale or trade pricing? Yes. We work with hospitality businesses, care homes, interior designers and retail buyers. Please visit our Partnerships and B2B page or contact us directly to discuss your requirements and we will provide pricing and availability information.

Still Have a Question? Contact our support team and we will get back to you as quickly as possible.