We're still open and delivering. Read how we're keeping you safe
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9:30am - 5.30pm
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Coronavirus (COVID-19) FAQs

We're still open and delivering

Updated: 14th May 2020

We understand this is a worrying time for everyone. With this in mind, we've put extra safety measures in place, in line with the latest government advice so that you can shop with us in confidence.

  • You can still order with us online 24/7
  • We can deliver to you safely - as soon as tomorrow
  • If you or a family member are self-isolating or have symptoms consistent with COVID-19, please let us know before delivery. We won't deliver to your room, but we can still deliver to your front door

Yes, we do.

We won't ask you to sign any hand-held devices. We'll call you beforehand, to confirm that you agree to receive your delivery.

We will:

  1. Leave your item(s) near to your front door - we won't enter your property
  2. Maintain a safe distance of 2 metres, at all times
  3. Wear personal protective equipment, including a fresh pair of gloves for every delivery and PPE-compliant face masks, in line with government guidelines
  4. Wash and sanitise our hands, before and after every delivery

Yes, we can still deliver to your door. This is contact-free.

However, we won't be able to deliver to your room. If you've requested two-man delivery, please let us know - we'll cancel it and refund any costs you previously paid for.

If you'd prefer to reschedule your delivery, just just get in touch.

Yes, we are. We will only offer this service if you specifically request it.

Please open all doors necessary and ensure clear access to the room. You can stay in a separate room whilst delivery is taking place.

We won't ask you to sign any hand-held devices. We'll call you beforehand, to confirm that you agree to receive your delivery.

We will:

  1. Maintain a safe distance of 2 metres, at all times
  2. Enter and leave your home as quickly as possible
  3. Wear personal protective equipment, including a fresh pair of gloves for every delivery and PPE-compliant face masks, in line with government guidelines
  4. Wash and sanitise our hands, before and after every delivery
  5. Remove and take away the outer mattress bag
  6. Leave your mattress on your bed in one, clean inner bag for you to unwrap

Since two-man delivery requires access to your home, it carries more risk. We will follow very strict health and safety guidelines. We may refuse this service if there are any safety concerns when we arrive at your property.

If we can't safely deliver to your room, we will leave your item(s) at your front door instead. We will refund you the two-man delivery fee if you originally paid for it.

Absolutely. We can leave your item(s) at your door instead and we'll refund any delivery costs you previously paid for.

Simply get in touch in advance, if you can. You can also let us know on the delivery day itself.

Yes, of course. When ordering, you can choose a delivery day of up to 60 days in advance.

If you've already ordered and would like to change your delivery day, just let us know. We can rearrange your delivery to suit you.

Yes - if you've requested mattress recycling, this will still go ahead.

Please leave your old mattress at your front door on your delivery day.

If you've requested two-man delivery, we will deliver your new mattress and collect your old one from your room. If we can't safely do this, we can deliver and collect from your front door. We'll refund any extra delivery fees if this is the case.

Please remove all bedding from your mattress. We can't take this away.

No - if your item is in stock, we can deliver it to you as soon as tomorrow.

However, if your item is out of stock, you might see a longer wait time than normal. This is because our suppliers have just started to re-open and are working hard to get products to us as quickly as they can.

Don't worry - we'll keep you informed. You can also get in touch at any time.

Yes, of course. Please read our FAQs page for more information.

We take coronavirus extremely seriously. We are taking every precaution to protect ourselves - and you.

We:

  • Adhere to all government protocol and our enhanced health, safety and hygiene procedures
  • Keep our premises exceptionally clean and thoroughly disinfected at all times
  • Maintain a safe distance of 2 metres apart, at all times
  • Wash our hands regularly for a minimum of 20 seconds, using hot soapy water
  • Apply alcohol-based hand sanitiser frequently
  • Use gloves whenever handling products
  • Ensure all paperwork is digital, where possible

If any staff member or their immediate family reports symptoms consistent with coronavirus (COVID-19), they are under strict instructions to self-isolate immediately, returning only when it is completely safe to do so, in line with the latest government advice.

We are a small company. No member of the Mattress Online team has symptoms of coronavirus (COVID-19). However, as a precaution, every member of staff who can work from home is doing so. Only essential staff remain on our premises.

As a small business, we'd like to say thank you for your support and understanding at this difficult time. Please get in touch if you would like any further information or support.

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