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Frequently Asked Questions

Want to know more about our delivery services? Perhaps you're looking for more information on payment options, or you need to return or exchange your item. Whatever questions you have, we hope you'll find the answers you're looking for here.

If you have any further questions, please don't hesitate to get in touch. We're always happy to help!

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Yes, we are! Our online shop is available 24/7 for you to browse and order from.

Yes! We can deliver to your front door. It's completely contactless.

However, if you need delivery to the room of your choice, please select two-man delivery. Often, this is applied automatically to larger/heavier items, free of charge.

Please read our COVID-19 FAQs for more information on deliveries.

Yes, we are. Since two-man delivery requires access within your home, we're following very strict guidelines to keep you and your family safe.

Our drivers may have to refuse this service if there are any safety concerns when they arrive at your property. If our drivers aren't able to deliver to the room of your choice safely, we will refund you the two-man delivery fee, if you originally paid for it.

Please read our COVID-19 FAQs for more information.

Yes, we can! Simply leave your old mattress at your front door on your delivery day.

If you've requested a two-man delivery, we'll deliver your new mattress and collect your old one from your room.

Of course, in light of the recent COVID-19 outbreak, our drivers may have to refuse this service if there are any concerns over safety.

If we can't safely deliver your new mattress and collect your old one from your room, we can still deliver and collect from your front door. We'll refund any extra delivery or recycling fees in this instance.

Please remember to strip all old bedding from your mattress - we can't take this away.

Many of our products are in stock and ready for delivery as soon as tomorrow.

However, some products are out of stock, and have a longer wait time than normal. This is because many of our suppliers are only just starting to re-open and need a little more time to manufacture certain products.

We ask for your patience during this time. Our suppliers are working hard to get our products to us as quickly as they can.

Yes, we are. Please read our FAQs below on returns and exchanges for more information.

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Order and payment

Shopping with us is easy! You can pay for your order in one of three ways:

  • Debit / credit card
  • PayPal
  • Klarna - interest-free finance

You can pay in three instalments with Klarna interest-free finance - a great option if you'd like to spread the cost. Head to our Klarna FAQs for more information.

For information on all payment options, please visit our payments page.

Simply email us at customerservice@mattressonline.co.uk as soon as you can.

In your email, please include:

  • Your order number in the subject line (if possible)
  • What you'd like to change about your order, e.g. your item or size

If you can't email at this time, please call us on 01709 780 881.

All you need to do is email us at customerservice@mattressonline.co.uk as soon as you can.

In your email, please include:

  • Your order number in the subject line (if possible)
  • Your correct details, e.g. address or phone number

If you can't email at this time, please call us on 01709 780 881.

You should find your order confirmation in your inbox.

If it's not there, please check your spam / junk folder. If it's there, mark it as "not spam". Adding orders@mattressonline.co.uk to your contacts list can help, too.

If you still can't find it, just drop us a line and we'll sort it out for you!

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Cancellations, returns and refunds

We're sorry to hear this. Please email us at customerservice@mattressonline.co.uk as soon as you can - and include your order number if possible. We'll cancel your order for you.

We're sorry this product wasn't right for you. You can return your item to us within 28 days providing:

  • It's unused
  • It hasn't been slept on
  • The packaging is unopened

Here's how to return your item:

  1. Choose a courier
    • You'll need to arrange your own courier to return your item back to us, and cover the cost of this yourself. Please read our Terms of Sale for further details.
    • Your courier may ask for the mattress dimensions or weight. Simply get in touch and we can provide this information for you.
  2. Arrange your return
    • Please notify us within 14 calendar days of your original delivery date that you wish to return your item. You can email, call us or use webchat to let us know the date you intend to return it.
    • Please return your item back to us as soon as you reasonably can, but certainly within 28 calendar days of your original delivery date.
    • Please note that our returns department is open Monday to Friday, 9.30am - 4.30pm. The return should be planned within these times.
  3. Store and transport the mattress carefully
    • Ensure the packaging remains unopened.
    • Keep it clean, dry and please don't use it - we can't accept your return if you've slept on it.
    • Lie it flat - don't bend it. This will damage the structure.
    • During transport, ensure the mattress is fully protected by sealed packaging.
  4. Please send your item back to the following address:
    • MattressOnline.co.uk Ltd
    • Unit 50
    • Waddington Way
    • Aldwarke Lane
    • Rotherham
    • South Yorkshire
    • S65 3SH

If you're unsure, please contact us and we can help.

Although it wasn't the right product for you this time, we hope you'll consider Mattress Online for your sleep needs in future.

If your mattress is vacuum-packed and you've opened the packaging, please do not attempt to re-roll the mattress or put it back in its box.

Here's what you need to do:

  1. Using the inner bag, please package it as a full, flat mattress
  2. You can discard the outer bag and box if it came with one
  3. Please follow the return instructions above

We'll refund you immediately, once we receive your items. It usually takes 3-5 working days for you to receive your refund.

Yes, you can - so long as your product:

  • Is unused
  • Hasn't been slept on
  • Is in it's original, sealed packaging

Simply email us at customerservice@mattressonline.co.uk to let us know that you'd like to exchange your product, within 14 calendar days of your delivery.

Please note: we may ask for a contribution towards transport charges, depending on your location.

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Delivery and mattress collection

As soon as tomorrow! Order any next-day mattress before 4pm, and you can get it on the very next working day - or on a day of your choice.

In exceptionally busy periods, we may not always be able to guarantee next-day delivery. If, in the unlikely event this happens, we will let you know.

Occasionally, you'll need to order some products a little earlier than 4pm for next-day delivery. Please check individual products for details.

Unfortunately, we can't deliver next-day to a small number of postcodes. For a full list, please visit our delivery page.

You may have to wait a little longer to receive it. Check the specific product information for delivery details. We'll get in touch to arrange delivery as soon as your item is ready.

Our standard delivery service to your front door is free!

Our two-man delivery service to the room of your choice costs £20 but in many cases, it's applied automatically - free of charge.

We do ask for a contribution from a very small number of postcodes, so that we can continue to provide a competitive price.

For more information, please visit our delivery page.

We'll deliver between 7am-8pm. This applies to all items.

You won't have to wait in all day though - you'll get a two-hour delivery time slot the evening before your delivery!

We'll send you a text the evening before with your two-hour delivery time slot for the next day. We'll also call you on the day to tell you we're on our way!

It depends on the delivery service you've requested.

At your front door

This is our free, standard delivery service. We'll deliver your item to the front door of your house, or the main entrance to your block of flats. We won't bring your order inside.

To the room of your choice

We'll deliver your order to the room of your choice if you select two-man delivery. This is a helpful option if you'll have difficulty getting your item upstairs.

Heavier or larger products come with a free two-man delivery upgrade. This is automatically applied at the checkout - you don't have to do anything.

For more information, please visit our delivery page.

Don't worry - we'll get in touch to rearrange your delivery on another convenient day.

Yes, we do! You can select our Saturday delivery service for just £17.50 extra.

Sorry, we don't deliver on a Sunday - yet!

We currently deliver Monday to Saturday. Soon, we'll be able to deliver 7 days a week. Watch this space!

Yes - we deliver on most Bank Holidays.

The only Bank Holidays we don't deliver on are:

  • Christmas Day
  • Boxing Day
  • New Years Day

Don't worry! You'll find it on your confirmation email. Please get in touch if you need any help.

Yes! When you purchase your new mattress, we can collect and recycle your old mattress for only £28. Simply select "recycle my old mattress" when you get to the checkout.

On your delivery date, leave your mattress at your front door and remove all bedding. If you've requested a two-man delivery service, you can leave your old mattress in your room - we will collect it from there.

Our delivery drivers will then take it away for you. Easy!

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Guarantees, warranties and sleep trials

Yes, all our products come with a manufacturer's guarantee or warranty. The length of the guarantee or warranty varies depending on the product. Please check the individual product for more information on this.

As a bare minimum, you'll be covered for 12 months. Some products have warranties or guarantees of up to 20 years!

Yes, you can! If you purchase a Sleep Trial mattress, you can try it for 60 nights. If you don't love it, you can exchange it for a different mattress.

Browse our Sleep Trial mattress range and take a look at some of our great deals!

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How to choose the right mattress

We know it's tricky to choose the right firmness rating. To help you make the right decision, we test every single mattress in our bespoke Comfort Lab and give each one a rating from soft to extra firm. This is why you'll find a firmness rating across every one of our mattresses.

But who better to rate our mattresses than our customers themselves? Our review platform, Reevoo, is full of helpful, honest reviews - written by customers just like you. Customers rate their new mattress on firmness, support, comfort, quality and more.

We recommend reading Reevoo reviews before you purchase your mattress. They're a great way to get more information about it!

When you get your new mattress, please test it. Ensure that the packaging remains unopened until you are completely happy with it.

If you are unhappy with the firmness of your mattress when you receive it, please bear in mind that we are unable to accept a mattress for return if it has been opened and used.

If you'd like to return or exchange your mattress, please follow the steps above.

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