Frequently Asked Questions
Customers Questions and Answers
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We offer a full white glove delivery service using a two-man delivery team, we are able to set up your new bed in your room of choice, take away your old bed and remove any and all packaging so that all you need to do is make the bed. Our delivery staff are professional and polite, making sure everything is 100% perfect before they leave your property.
In-Stock items can be delivered Next Day depending on the product, but usually, products are delivered within 3 - 5 days. Products made to order can take several weeks because they are built to your specification and are subject to factory lead times. Where possible we show how quickly your item can be delivered on the product page. If you have any hesitation regarding delivery times we can give you a precise indication via Online Chat, E-mail or via the Telephone, we are more than happy to help.
The short answer is No you do not require an account to order with us, but by creating an account you can keep up to date with your order process via your online control panel. We always advise creating an account so that all your information can be neatly stored in one location for you to access and edit as you see fit.
Made to Order / Special Sized Orders:
Items made to order and special sized orders cannot be returned for a refund, your statutory rights are not affected.
Damaged goods must be reported as soon as is reasonable after the delivery, preferably within 24 hours of receipt of goods. Contact us with a full description and photographs of the fault, using our damaged items form. We will contact you to arrange repair, replacement or refund of your damaged items provided you notify us within 28 days of receipt of your items, or if a valid warranty period still applies.
Unwanted goods / wrongly ordered:
In the unlikely event, you should want to return an item to us. You will need to notify us within 14 calendar days of receiving your goods. NOW TO BED reserves the right to charge a Re-stocking fee from any refund. This is typically per item for most furniture items and is the direct cost to NOW TO BED of Re-stocking the item. The exact cost will be advised when you arrange your return.
Unless the Goods are faulty or not as described, you will be responsible for the cost of returning the goods to us. In this case, the costs incurred will depend on the size, weight, number of packages and your postcode address. National Couriers may charge in the range of £75.00 for the delivery of a mattress only, to £350.00 for the delivery of a full divan bed. Please note we do not provide a collection service in this case.
For reasons of hygiene we CANNOT refund or exchange ANY opened mattresses or mattress toppers unless they are faulty. You should, therefore, inspect and test your mattress before removing the packaging. Some mattresses - namely memory foam mattresses - will arrive vacuum packed, please do not open and unroll to inspect if the goods are incorrect. There will be clear identification seen through the packaging.
Items must be returned unused and in a saleable condition and packaged in their original packaging or packaging of equivalent quality. A completed returns form must be attached to the returned items. If these conditions are not met we WILL make deductions from refunds to cover the associated costs of processing returned items.
Yes! We provide free delivery and assembly for all divan bases and divan beds. Our expert delivery drivers will ask you where you want the bed assembled and will build it in your room of choice.
We also offer assembly on bed frames and furniture, however there may be an extra charge on these items. If you check the "specifications", it will say if the item is eligible for free assembly.
Most manufacturers will advice getting a new base alongside your mattress - they provide divan bases perfectly suited to their own mattresses to get the optimal experience and comfort about it.
If you use your current base, please note that in some circumstances, such as with some slatted bases, it may affect your guarantee with the manufacturer. If you need further advice, please contact our expert team.
All the mattresses and divan sets come with a guarantee with the manufacture. These vary from 1 year to 20 years. Please check the product details for the guarantee.
We offer a removal and recycling service. This can be found in the shopping cart. With this service, we will take away your old mattress and bed and take to a specialised mattress recycling firm.
Once we deliver the old mattress to our recycling firm, they are taken apart by hand in an extremely labour intensive procedure. The springs have to be removed to be sent for metal recycling. The foam can be recycled to make carpet underlay.
At present the textile material is difficult to recycle and will generally be used as a fuel in an waste-to-energy facility to turn it into electricity.
Purchasing a new mattress isn't something we do every day, so when we decide to spend our hard earned cash it's very exciting and just like any new parcel that arrives, you'll want to open and use it straight away.
However, should you be sleeping on your brand new mattress right away?
Can you sleep on a new mattress straight away?
The simple answer is, no. Most mattress labels, especially a rolled mattress, it will state it's not supposed to be used within the first 24 hours, which as a rule is the recommended time you should wait after opening your brand new mattress - this is for good reason. After you've spent your hard earned cash on a sumptuous new bed, the last thing you would want to do is damage it, sleeping on it straight away could do just that.
Why wait to sleep on your new mattress?
Before using your new mattress, check the specifications on the exact model you have purchased for the exact depth in inches. You can then measure the mattress to ensure it is suitable for sleeping on.
It is also advised to leave the sheets off your new mattress to help the mattress breath and 'air out', to ensure your new mattress recovers and any packaging smell can disperse.
Some mattress do indeed produce a smell whilst in the packaging, this is most commonly found with mattresses that contain memory foam or chemicals. To ensure these smell have left, it's recommended you leave the mattress to air out, however if you wanted to avoid mattress with fire retardant chemicals then head over to our Harrison Spinks range full of naturally fire retardant, chemical free beds.
Can I sleep on my pocket sprung mattress right away?
Not right away, but there's good news. If you have purchased a fully natural mattress that doesn't arrive vacuum packed and is naturally fire retardant, you'll only need to air your mattress for a few hours to allow the natural materials time to breath before fitting your sheets. However as mentioned above, if your mattress contains foam it's best to air your new purchase for a longer period of time. This means whatever material or type of mattress you buy, it should be aired properly before use.
How do I break in my new mattress?
Initially your new mattress might feel a little firm, but this is completely normal. The materials in your new mattress will need time to adjust to your body, to soften and stretch out in order to provide you the full support you require. It can take a couple of weeks for the mattress to settle, and you'll be required to take some steps to break in your new mattress.
First you'll need to let your mattress breath without any sheets fitted, laid down flat with a window slightly open to help the new mattress smell disperse.
Your existing bedframe/base will also need to be considered as your mattress will need to adjust and conform to the shape of this also. If your base is old and worn out if could negatively affect the mattresses performance. If possible, before making your purchase, you should think about whether your also need a new bedframe/base.
Once you've aired out your mattress, make sure you sleep on it every night for the first few weeks. It needs to be laid on often to help the fillings settle, this will also help both your mattress and your body adjust to one another. If your new mattress is for the spare room, please bear this in mind.
At the very least, your new mattress should be left to expand, reshape and air out after your delivery. If you really want to get the most comfort out of your mattress, prolong its life and have the best sleeping experience then this should be done for 24 hours before using.
This will cover all bases to ensure that whatever type of mattress you have bought has the best chance of being everything you had hoped for...and more! It's what you, and your new mattress deserve.