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!

Order and payment

What are my payment options?

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.

I've ordered the wrong item! How can I let you know?

Simply email us at 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.

I've entered the wrong details! How can I change this?

All you need to do is email us at 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.

Where's my order confirmation?

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 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

How do I cancel my order?

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

How can I return my item?

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 Friday9.30am - 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:
    • 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.

What if my mattress is rolled up?

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

When will I get my refund?

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

Can I exchange my item instead?

Yes, you can with our 60 Night Mattress Comfort Trial.

We require that you sleep on your mattress for at least 30 nights before requesting a mattress exchange.

Please note: This Comfort Trial is only available on our range of mattresses.

For more information and terms and conditions regarding this trial, please read our Mattress Online Comfort Trial page.

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Delivery and mattress collection

How soon can you deliver?

For most areas, 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.

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.

What if my item is out of stock?

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.

How much does delivery cost?

Our standard delivery service to your front door is free!

Our premium 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 delivery 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.

When will you deliver my item?

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!

How will I know you're on your way?

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!

Where will you leave my item?

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 premium delivery. This is a helpful option if you'll have difficulty getting your item upstairs.

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

For more information, please visit our delivery page.

What happens if I miss my delivery?

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

Do you deliver on Saturdays?

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

Do you deliver on Sundays?

We do deliver on a Sunday to most areas, for just £17.50 extra.

However, we cannot deliver on a Sunday to the Scottish Highlands.

Do you deliver on Bank Holidays?

Yes - we deliver on most Bank Holidays, to most areas.

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

  • Christmas Day
  • Boxing Day
  • New Years Day

Help - I've forgotten my delivery date!

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

Can you collect my old mattress?

Yes! When you purchase your new mattress, we can collect and recycle your old mattress for only £35. 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 premium 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

Do your products come with a guarantee?

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!

Can I try out my mattress?

Yes, you can! All of our mattresses come with a free 60-night comfort trial.

Browse our Comfort Trial Terms and Conditions for more information.

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How to choose the right mattress

What's the right mattress firmness for me?

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, Feefo, 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 Feefo reviews before you purchase your mattress. They're a great way to get more information about it!

What if my mattress is too firm or too soft?

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.

What’s the right mattress for my bed base?

You should check the manufacturer’s guidelines to see which type of bed base is best suited for your mattress.

If you have a slatted bed base, some mattress manufacturers have recommendations on the maximum width between bed slats and the width of the slats themselves. This is because certain slat measurements can put your mattress under greater strain.

We have more information on bed slats on our bed slats advice page and bed base guidelines page.

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